ABSTRACT
We may have professional skills, empathy and other strong attributes but unless we can communicate with our clients or patients and our colleagues and others effectively, many of these beneficial aspects will be hidden or lost.
This chapter identifies some particular communication skills that professionals should have and nurture, including active listening, observing non-verbal communications, acknowledging, helping people to hear, reframing, summarising and using different forms of questioning appropriate to different situations. The importance of avoiding jargon is emphasised.
Apart from communication skills, other important interpersonal skills need to be developed, such as establishing rapport, maintaining professional presence, and one that is not always understood – keeping up one’s professional energy, a particular quality of commitment, approach and skill. There are also guidelines to help a client or patient manage the expression of emotions where appropriate.
Symbolism can have a powerful influence on people, which we need to understand as professionals, as well as the use and power of metaphors.
This is not an academic exercise. Some communication practicalities are also briefly addressed in this chapter. All these concepts are directly relevant to practice.
