Effective Verbal Communication in Nursing Practice

Verbal Communication Fundamentals

Verbal communication is expressed through words, whether spoken or written.

Key Elements of Verbal Interaction

When we interact verbally, it is important to:

• Express a forward-moving message.
• Clarify the message to ensure it is understood.
• Validate the information to verify that the understanding is correct.

Effective Expression Techniques

• Maintain silence: Focus on active listening.
• Verbalize acceptance: Use phrases like "I understand" or "I can imagine how it feels."
• Repeat: Echo the last words spoken by the person to show engagement.
• Reflective listening: Encourage others to keep talking by nodding and asking, "And then?"
• Verbalize interest: Use phrases such as "How interesting! Please continue..." to demonstrate attention.

Technical Clarification Strategies

• Stimulate comparisons: Use analogies to understand or explain real meanings.
• Return questions: Ask the speaker, "What do you think?" to encourage critical thinking.
• Request clarification: Ask for definitions of terms or unusual questions, such as "What do you mean by 'gastura'?"

Validation Techniques for Accuracy

• Repeat the message: Reiterate what was said to reinforce the information. For example: "Remember that... just to reinforce that we combine..."
• Ask for repetition: Request that the person repeats what was said, such as "How was it arranged?"

Verbal Communication During Shift Changes

The Importance of Clinical Handover

The shift change is a mechanism used by nursing staff to ensure continuity of care. This event constitutes a fundamental activity for the organization of work. During the shift change, the transmission of information among professionals occurs, marking the start of the work period.

Essential Content for Shift Changes

The handover covers the condition of patients, treatments, assistance provided, specific events, and any situations or disputes relating to the inpatient unit that deserve attention.

Challenges in the Passage of Duty

• Some authors have shown that various elements can interfere with the verbal communication established during the passage of duty. Studies have identified significant differences between written and spoken reports.
• Noise and interference: These factors hinder the shift change, leading to the disengagement of professionals, inattention, and possible failures in understanding.
• Distractions: Parallel conversations, phone calls, doorbells, the entry and exit of employees, medical claims, the presence of patients or family members, unpunctuality, and hasty exits can all disrupt the performance of employees during shift changes.

Enhancing the Shift Change Process

To achieve a successful handover, the following aspects should be enhanced:

• Regularity: Maintaining consistent timing for the handover.
• Targeted Information: Better focusing of the information to be transmitted.
• Quality Records: Improving the quality of nursing records to speed up the activity.
• Team Participation: Creating space for the team to ask questions or validate information.

Written Verbal Communication in Healthcare

Written communication is the formal record of information and impressions. Writing generally involves more elaborate thought because it allows the professional to filter out immediate emotion and spontaneity.

The Role of Patient Records

• Standardized Forms: Patient records consist of standardized forms intended to document the assistance provided.
• Communication Tool: They serve as a written communication tool of enormous value.
• Information Exchange: They act as a vital mechanism for information exchange between the healthcare team.