Chapter 5 One-to-one Communication

Chapter Overview

Key Issues and Learning Outcomes

Key issues within this chapter:
  • One-to-one communication is widely used in many settings for health promotion and is a highly effective way of providing tailored advice.
  • There are many barriers to effective one-to-one communication including non-verbal communication, medical terminology, language, the context and the relevance of the advice provided.
  • Effective one-to-one communication is a skill that can be learned and involves the application of a systematic approach to managing the encounter with the patient or client.
By the end of this chapter you should be able to:
  • recognize different kinds of one-to-one communication used in health promotion.
  • identify the elements of effective one-to-one communication.
  • review your one-to-one communication and improve your own skills.
  • plan effective health promotion strategies that incorporate one-to-one communication approaches.

Test your Knowledge

Having read the chapter can you now answer the following questions?

  1. Identify at least five techniques you could use to encourage active listening.
  2. Suggest ways that the common barriers to effective communication between two people could be overcome.
  3. How would you use an interpreter in a patient consultation?
  4. Explain what is meant by the term 'burnout' and suggest three ways that it might be identified.
  5. What techniques could you utilize to make breaking 'bad news' less traumatic?
  6. What are the advantages and disadvantages of telephone advice lines?
  7. Why is one-to-one communication important to health promotion?

Internet Links

Resources on communication skills

The Seven ChallengesA Free Workbook and Reader About Communicating More Cooperatively. http://www.newconversations.net/communication_skills_workbook_summary_and_toc.htm

A useful portal for a wide range of communication skills from the Vocational Training Institute.
http://www.khake.com/page66.html

Face-to-face Communication Newsletter produced by impact Communications. http://www.impactcommunicationsinc.com/newsletters.html

For more on Breaking Bad News.
http://www.breakingbadnews.co.uk

British Dyslexia Association
http://www.bdadyslexia.org.uk/

Dyslexia Action
http://www.dyslexiaaction.org.uk/

Journal articles on specific communication programmes

Alaszewski, A. and Horlick-Jones, T. (2003) 'How can doctors communicate information about risk more effectively?'; BMJ, 327, 728-731. http://www.bmj.com/cgi/reprint/327/7417/728

Barlow, J.H., Turner, A. P., Wright. C.C.(2000). 'A randomized controlled study of the Arthritis Self-Management Programme in the UK.'; Health Education Research, 15, 665-680. http://her.oxfordjournals.org/cgi/reprint/15/6/665?maxtoshow=&HITS=10&hits=10&RESULTFORMAT=&fulltext=Barlow&searchid=1&FIRSTINDEX=0&resourcetype=HWCIT

Coyne, C., Halvorson, H., Riley, K., Schneider, L. (1994). 'Beyond the brochure: alternative approaches to effective health communication.'; AMC Cancer Research Center & Centers for Disease Control: Denver, Colorado. http://www.cdc.gov/cancer/nbccedp/bccpdfs/amcbeyon.pdf

Scarfone, R.J. Joseph J. Zorc, J.J., Capraro, G.A. (2001). 'Patient Self-Management of Acute Asthma: Adherence to National Guidelines a Decade Later.';Pediatrics,108;1332-1338.
http://pediatrics.aappublications.org/cgi/reprint/108/6/1332

British Medical Journal editorial on Asthma: guided self management. http://www.bmj.com/cgi/content/full/308/6928/547

British Medical Journal editorial on the problems of communication of risks. http://www.bmj.com/cgi/reprint/327/7417/691

lecturer resources student resources
practical health promotion