- Using appropriate
tone of voice
- Giving verbal
encouragement
- Asking questions
- Paraphrasing and
reflecting feelings
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Photos: WHO/P. Almasy
Slide 22
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There are certain verbal communication skills that providers
can use to help let clients know that they have been heard,
understood and respected. These skills help the provider to
learn about the client’s needs and be able to give information
at an appropriate level for the client.
A tone of voice that communicates warmth and caring, rather
than judgment or disapproval, is essential. This can help to
build rapport and trust between provider and client.
Verbal encouragement from a provider helps clients feel comfortable.
It can also help clients feel more confident and will encourage
them to talk honestly about their situations and needs.
Asking appropriate questions is another important skill. The
most effective questions are open-ended or probing. These questions
require a more elaborate answer than a simple “yes”
or “no.”
Paraphrasing what the client has said, or restating the message
in simple words, can help the client know that he or she has
been heard. It will also ensure that the provider understands
what the client is saying. In paraphrasing or restating the
message, a provider might pay particular attention to reflecting
back the client’s feelings.
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