Improving communication

In this video, Kristen Reyher discusses how we can improve our communication with clients, and how the way we talk can change the outcome of conversations.

From step 3.13 you can hopefully now recognise when clients are in particular stages of change and when they are experiencing ambivalence, so we can use this in our communication approach.

If we talk in a persuasive style it can sometimes have the effect of stimulating clients to think of reasons to not make changes.

If we invite them to consider different options we give them autonomy and clients tend to speak in a more positive way suggesting they might want to change.

You may have a client who genuinely doesn’t think there’s a problem. To overcome this, we have to show the client that their current behaviour is not congruent with their desired values. This inconsistency between behaviour and goals is discrepency. It’s important to recognise discrepancy to move through the stages of change.

The goals of the client may be different to our own, so we should seek to find out what their goals our rather than just imposing our own. Use open questions and be reflective. Your role is to stimulate a discussion so that the client will feel comfortable and confident to progress in the antimicrobial stewardship in their local context.

Sometimes, these conversations can be difficult. Step 3.15 will provide some examples of this.

An additional article on this topic can be found in the see also section.

Please find a downloadable copy of the PowerPoint slides used in the video in the downloads section below.