When two people are involved in a conversation, one is sending information and the other is receiving it. For successful communication to occur, the sender must be a clear speaker and the receiver must be an active listener.
The sender should:
- State one idea at a time.
- State ideas simply and clearly.
- Monitor your tone of voice and tempo.
- Explain when appropriate.
- Repeat if necessary (if you see ANY doubt!).
- Encourage feedback—ask if the receiver is getting the message.
- Read between the lines. Do your choice of words, tone, and body language all convey the same meaning?
The receiver should:
- Listen carefully, concentrate
- Evaluate—think and process the information
- Provide feedback
- Interpret the message
- Verify the message you heard was correct
Editor’s note: This is an excerpt from Accountability in Nursing: Six Strategies to Build and Maintain a Culture of Commitment. Check out our latest nursing resources here.