2.4 Explain how own verbal communication skills should be used effectively during interactions

This guide will help you answer 2.4 Explain how own verbal communication skills should be used effectively during interactions.

Verbal communication is a core skill for workers in health and social care. The way you speak and use language can make all the difference to the people you support. Whether you are working with adults, children, individuals with learning disabilities, or older people, your verbal communication shapes experiences and outcomes. For this reason, you need to use verbal communication skills in an effective, conscious way during all interactions.

This guide will cover what verbal communication is, why it matters, and practical ways to use it well. You will find useful examples and advice on how to demonstrate these skills during your work.

What Is Verbal Communication?

Verbal communication means using spoken words to share a message with others. It includes what you say, how you say it, and the language you choose. Your tone of voice, speed, clarity and vocabulary all make up your verbal communication.

In health and social care, verbal communication may involve:

• Having a conversation with a person you support
• Providing information
• Asking or answering questions
• Giving instructions or advice
• Offering reassurance
• Supporting someone during personal care
• Report writing through handovers or voice messages (spoken reports)

Verbal communication is different from non-verbal communication, which includes body language, facial expressions, and gestures.

Why Effective Verbal Communication Is Important

How you use spoken language affects many areas of care and support.

• It helps build trust and rapport
• It promotes understanding
• It supports choice and control
• It makes people feel valued and respected
• It reduces the chance of confusion or distress
• It supports safeguarding and risk management
• It allows for accurate sharing of information

Poor verbal communication can lead to mistakes, hurt feelings, or complaints. Strong verbal communication keeps interactions safe and supportive.

Key Features of Effective Verbal Communication

Using verbal communication well involves more than just talking. It means thinking about:

• The person you are speaking with
• Their situation and needs
• The aim of the conversation
• Context, including time and place

There are several features to focus on in your practice.

Clarity

Speak clearly, using words that the person you are supporting will understand. Avoid jargon or technical terms unless you are sure the person knows what they mean. If you must use a professional term, explain it in everyday language.

For example, instead of saying “mobility aid,” you could say “your walking stick.” If you mean “medication,” explain it as “your tablets or medicine.”

Pacing

Adjust the speed at which you speak. Some people need more time to hear and process what is being said. Speaking too quickly can cause confusion, while speaking too slowly can sound patronising.

Check the person’s reaction and adjust your pace as needed.

Tone of Voice

The way you say something can affect how it is received. A friendly, calm, and reassuring tone helps people feel comfortable and reduces anxiety. Angry, impatient, or abrupt tones may make people feel worried or upset.

Pay attention to your own mood and level of stress, as these can influence your tone. Always aim for a supportive and open tone.

Language Choice

Choose words that match the person’s needs and level of understanding. Use plain language where possible. Simple sentences are usually better than complicated ones.

Be aware of cultural or community words and phrases. If in doubt, ask the person about their preferred language or way of speaking.

Volume

Speak at a volume appropriate for the situation. For people with hearing difficulties, you might need to speak a little louder – but do not shout. For private matters, keep your voice low so that others cannot overhear.

Checking Understanding

Regularly check that your message has been understood. Do not assume someone knows what you mean. Encourage questions and ask the person to repeat instructions back if necessary.

For instance, after explaining something, you might say:
“Would you like me to go through that again?”
or
“Can you tell me what you understood, just to make sure I’ve explained it clearly?”

Active Listening

Active listening supports effective verbal communication. This means fully focusing on the person speaking, listening for meaning, and reacting in a way that shows you have understood.

You can demonstrate active listening by:

• Nodding or giving short verbal cues like “I see” or “yes”
• Asking follow-up questions
• Summarising what the person has said to check understanding

Being Supportive and Respectful

Use kind and encouraging words. Show respect through your choice of words and tone, especially when talking about sensitive topics such as personal care or health concerns.

If someone is upset or distressed, validate their feelings with supportive phrases like:
“I can see that’s really upsetting for you.”
“I’m here to help you.”

Adapting for Individual Needs

Always adapt your communication for the person’s unique needs. Some individuals may use communication aids, symbols, or need extra time to communicate.

For example:

• If a person has a speech impairment, allow extra time and be patient
• If someone speaks English as an additional language, simplify your vocabulary and use short sentences
• For people with dementia, use reminders and gentle repetition
• Children may need simpler language and more encouragement

Examples of Effective Verbal Communication in Practice

Here are some everyday situations and how you might use your verbal communication skills well:

Supporting an Adult with a Learning Disability

You are helping Michael take his medicine.

• Use simple, clear language: “Michael, it’s time for your medicine now. This one is your morning tablet.”
• Speak slowly and check for understanding
• Encourage questions: “Do you have any questions about your tablets today?”

Talking with a Family Member

A relative asks about changes in a care plan.

• Listen first so you understand their concerns
• Explain decisions clearly, using everyday terms: “We have changed the times we help your mum with her medicines because the doctor thinks it will help her sleep better.”
• Allow time for questions

Giving a Handover to a Colleague

Describe changes in a resident’s needs.

• Use clear and factual language
• Speak at a steady pace
• Avoid slang or terms only some staff would recognise
• Summarise important points: “Mary was more tired than usual this morning. She ate her breakfast but did not want to chat.”

Supporting a Distressed Person

You see someone upset about news from a hospital appointment.

• Speak gently and with care: “I can see that this is very worrying for you. Would you like to talk about it?”
• Offer encouragement: “You don’t have to explain everything now. Take your time. I’m here to listen.”

Barriers to Effective Verbal Communication

There are obstacles that can affect how well you use verbal communication. These can include:

• Background noise or a busy environment
• Stress, tiredness, or distractions
• Language differences
• Health conditions affecting speech, hearing, or understanding
• Emotional distress
• Lack of confidence

To overcome these, always try to:

• Find a quiet place for conversations
• Give your full attention
• Reduce or remove distractions
• Use symbols or aids where needed
• Ask the person the best way for them to communicate

Professionalism and Confidentiality

Use professional language at all times, even when you know the person well. Avoid gossip or negative comments about others. Always keep private information confidential.

When discussing sensitive topics, use neutral and respectful terms. Using the correct names for medicines, conditions, or supports helps avoid confusion.

Working with Other Professionals

Effective verbal communication is just as important when speaking to colleagues or external professionals.

• Share clear and accurate information
• Keep to the facts
• Avoid assumptions
• Be open to questions or requests for clarification
• Use the agreed language, such as terms in care plans or medical notes

Giving and Receiving Feedback

Being able to offer and accept feedback is an important workplace skill.

• Use a calm and constructive tone
• Give examples to illustrate your point
• Listen to feedback given to you and ask for clarification if needed
• Show that you value positive and negative feedback, using it to improve your practice

Supporting Rights and Choice

Your verbal communication should always support people’s rights, autonomy and choices.

• Ask open questions: “What would you like to do next?”
• Offer clear choices: “You can have a bath now or after breakfast; which would you prefer?”
• Respect someone’s decision, even if it is different from your own view

Good Practice Reminders

To use your verbal communication skills effectively:

• Pause, think and speak clearly
• Use language that matches the person’s ability to understand
• Adapt for individual needs and preferences
• Check your understanding and encourage questions
• Stay professional and confidential
• Watch and learn from others
• Review and improve your skills with training or feedback

Final Thoughts

Verbal communication underpins day-to-day work in health and social care. By thinking about how you use spoken language, you help build trust, develop positive relationships and support people to understand and take control of their lives. Good communication is at the heart of safe, person-centred care.

Mastering effective verbal communication takes practice and self-awareness. With patience, reflection and willingness to learn, you can strengthen your skills. This helps the people you support to feel listened to, respected, and empowered—whatever their situation or needs. Every interaction is a chance to show care, so use your voice wisely and with kindness.