Baycrest - End of Life Volunteer Manual
42
EFFECTIVE COMMUNICATION
SKILLS
WHAT IS EFFECTIVE COMMUNICATION?
Communication is central to your volunteer role. Being there to help
individuals and families discuss their fears and share their feelings is
one of the most precious gifts you can offer. Your conversations and
shared moments have the potential to help patients and families feel
less isolated.
For effective communication you must understand what the other
person is saying to you and ensure that they understand what you
are saying. You don't have to be an expert on medicine or the
mysteries of life and death. But, you do need to be – honest, open
and non-judgmental. Develop a sense of trust with the patient,
family and members of the care team.
Remember, more than 90% of what we say is nonverbal. Be aware
of your eye contact, gesture and facial expression.
Tips for listening
• Be available and "present"
• Give your undivided attention
• Listen without interruption and with empathy
• Respect silence
ACTIVE LISTENING AND EMPATHY
Active listening is open and objective, and does not judge or
evaluate. The listener must make an effort not to just hear what
they want to hear. Instead, must focus on the other person's needs.
• Clear your mind. To really focus on the person, you need to
keep your own thoughts from wandering.
• Make eye contact. Try to be at eye level with the patient. If the
patient is in bed or sitting down, do not stand over them while
you talk.
• Relax and be open. You can communicate openness with facial
expressions and body positions.
