the basics - World Health Communication Associates

TABLE 3. EFFECTIVE VERBAL COMMUNICATION TECHNIQUESCommunicationTechniqueExplanationTalk slowlyEncourage questionsExplain things in clear,plain languageAvoid complexnumerical conceptsand statisticsUse analogies andmetaphorsLimit informationprovidedVerify patientunderstandingAvoid vague termsSlow down the pace of speech when talking with a patient.An effective way to solicit questions would be to ask “Whatquestions do you have?” This is an open-ended questionand allows the patient more room for possible interactivecommunication with their provider. Questions such as “Do youunderstand?”, “Do you have questions?”, and “Do you think youcan (check your blood sugars now)?” are vague and give thepatient the opportunity to avoid the question with a simple “no”answer.Plain, non-medical language should be used. New terms shouldbe defined. Words or expressions that are familiar to patientsshould be used, such as “pain-killer” instead of “analgesic”.Jargon, statistics, and technical phrases should be avoided.Many people do not understand percentages. Patients do notunderstand all the numbers given to them before they make anytreatment decision. Instead of saying, “There is a 20% chancethat you will experience X outcome,” you can tell the patient “20out of 100 people will experience X outcome.”Analogies should be selected to relate complex concepts tothings the patient already knows (e.g., “Arthritis is like a creakyhinge on a door.”).Limit information to 1-3 key messages per visit. Reviewing andrepeating each point helps reinforce the messages. In addition, itis important that other staff should reinforce the key messages.A “teach-back” or “show me” method should be used to allowthe patient to demonstrate understanding and for the healthprofessional to verify patient understanding.Say “Take 1 hour before you eat breakfast” instead of “Take on anempty stomach.”SECTION 4: WHAT CAN WE DO TO STRENGTHEN HEALTH LITERACY? 41