It’s not what you say but the way that you say it! A brief guide to non-verbal communication in the GP setting 8th January 2018
This session… • What is non-verbal communication? • Why is it important to me? • How can we improve our non-verbal communications?
What percentage of our communication is non-verbal? 93% of our communication is non-verbal
How did you manage that? • What is non-verbal communication? • Examples?
What is non-verbal communication? • Kinesics – body motions eg. shrugs, foot tapping, drumming fingers, winking, facial expressions, gestures • Proximity • Haptics – touch • Oculesics– eye contact • Chronemics – Use of time, waiting, pausing • Vocalics – tone, volume, speed • Sound symbols – grunting, mmm, er, ah, uh-huh, mumbling • Silence • Posture • Adornment – clothing, jewelry, hairstyle • Locomotion – walking, running, staggering, limping
What is non-verbal communication? • Kinesics – body motions eg. shrugs, foot tapping, drumming fingers, winking, facial expressions, gestures • Proximity • Oculesics– eye contact • Posture
Non-verbal communication as taught by ‘Friends’ • https://www.youtube.com/watch?v=7unEFJ4FeTI
Task: Wordless Acting • In pairs - • Determine who will be person A, and who will be person B • Person A will read their lines out • Person B will communicate his/her lines in a nonverbal way • Person B will have an additional secret emotion which will be affecting them! • Can we guess the emotion?
Why does non-verbal communication matter? 93% of our communication is non-verbal
Why does it matter? • Rapport • Cues… information gathering…. • Are they on board? • COMPLAINTS & LITIGATION • Cultural context
Danger: BEWARE of the risks of communicating without your non-verbal tools! The constant miscommunication that occurs online is a direct result of the absence of nonverbal cues, not able to translate across a computer screen.
E.M.P.A.T.H.Y. • E – Eye contact • M – Muscles of facial expression • P – Posture • A – Affect • T – Tone of voice • H – Hearing the whole patient • Y – Your response E.M.P.A.T.H.Y.: a tool to enhance nonverbal communication between clinicians and their patients. https://www.ncbi.nlm.nih.gov/pubmed/24826853
E.M.P.A.T.H.Y. Trial: Conclusion “An urgent need exists to teach nonverbal aspects of communication as medical practices must be reoriented to the increasing cultural diversity represented by patients presenting for care. Where language proficiency may be limited, nonverbal communication becomes more crucial for understanding patients' communications. Furthermore, even in the absence of cultural differences, many patients are reluctant to disagree with their clinicians, and subtle nonverbal cues may be the critical entry point for discussions leading to shared medical decisions. ”