Helping clients ‘get it’: how to improve communication and comprehension in practice
The consultation is almost over and there’s just enough time to check in with your client to see what they’ve gained from the session. Their response indicates that they’ve only taken in a tenth of what has been discussed, and a fair amount of the rest has been misunderstood.
But why does miscommunication frequently occur in consultations and how can we prevent this?
The ’silent chaos’
Clear communication is at the core of clinical practice. But sometimes the words we use or the way they’re conveyed means that what we’re saying isn’t always understood as intended.
“I used to think communication was the key until I realized comprehension is. You can communicate all you want but if they don’t understand you it’s silent chaos”
Attributed to Yehuda Berg
The real issue is when the ensuing quiet chaos goes unnoticed by practitioners. Even when you share notes and the directions for use are spelt out on remedy bottles, our treatment plan isn’t always fully comprehended.
5 common causes of practitioner-client miscommunication
Some reasons why communication and comprehension can go astray during consultations include:
- Jargon. It’s so easy to slip into ‘naturopathic speak’ and medical terminology that we aren’t always aware that we’re doing it.
- Failing to clarify clients’ vague or euphemistic descriptions of their symptoms. For example the term ‘bloating’ may be used to suggest weight gain, intestinal gas or it could belie more sinister pathology. Are they experiencing gut, gynaecological or metabolic symptoms?
- Trust. It takes time for clients to feel safe revealing all their issues or hindrances to following our treatment plans. Read more about strategies to encourage full disclosure.
- Emotional barriers. Client’s fear, stress or anxiety can impact their full comprehension. Practitioners sometimes have their own emotional barriers that can interfere with communication.
- Time constraints. As it’s hard to fit everything into a consultation, sometimes important information can be missed.
Tips for clearer communication and comprehension in practice
Written notes help but that doesn’t mean clients read and comprehend them. If you’re aware of poor client compliance, consider the following:
- Include infographics or photos, eg what does 5 mls of herbs look like in the measurer and then what it looks like when you add the right amount of water to dilute it.
- Check back with client at the end of session, eg; What are you taking away from the session?” “Is there anything that you’d like more information or clarification about?” etc.
- Keep it simple. Overwhelm is a major consideration in processing information. Read about the Goldilocks prescription.
Gill Stannard is an experienced naturopath and business owner with more 30 years of clinical experience and mentoring practitioners. More about how Gill can holistically support you and your business.