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Introduction to communication skills

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Communication is defined as the act of imparting knowledge. It aids the exchange of information, ideas and feelings. Every day we communicate hundreds of times by telephone, by text and by email, as well as by writing and speaking.

Effective communication is central to a successful doctor–patient relationship. Traditionally, this has been verbal but, increasingly, patients are expecting written communication from the clinician regarding results and summarising their consultation. Some clinics even use SMS texting to encourage patients to attend appointments. Good communication plays a pivotal role in reducing complaints made against a doctor. Poor communication accounts for approximately 10% of all claims against doctors.

This tutorial aims to provide the necessary components to help you to achieve successful communication with colleagues, patients and their relatives.

Learning objectives

When you have completed this tutorial, you will be aware of:

  • the principles of verbal communication
  • the components of nonverbal communication
  • the use of appropriate questioning techniques
  • the components of effective communication with patients
  • the principles of imparting bad news
  • the importance of effective communication with colleagues
  • the components of successful communication with the relatives of patients
  • the way of achieving successful communication with others who have problems with communication
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