What are some nonverbal cues that can help resolve conflicts with patients?

Being observant and aware allows one as a practitioner to hone in on what is not being said by the patient. Sometimes you can just feel what is going on, and that says more than words expressed by the patient. It is about listening and observing what is not being said, or at times addressing the elephant in the room.

Body language facial expressions and giving the time to listen and respond with compassion and empathy cannot be underestimated. Taking the time to listen to your patient or resident means you put the person at ease by knowing you are truly interested in what they think and feel. Never talk over or interrupt a person mid conversation- give them the space to sit and voice their views. Your facial expressions also say a lot about your communication style so it’s so important to keep relaxed , look attentive and keep yourself focused and composed. Never smirk or make condescending facial gestures. I feel these are really important aspects I have learnt along my nursing career to help people feel comfortable.

Acknowledge the emotion by using some of the words they used to describe how they feel. It shows that you actively listen and understand their position and how they feel. People like to know that they are being heard, seen and understood. It calms them down and shows them that you are present there and then, not just going through the motions.

body language -1. showing thumbs up sign with a huge grin 2. a warm comforting smile and lean towards the patient to make sure he sees your face 3. touch the patient by holding his hands this gives comfort and reassurance 4. a playful wink can work wonders 5. write something funny on paper and hold it up so the patient can read it 6. ALWAYS SMILE

Eye contact is an important part of conversation to remember. For many, it can relay that you are engaged and interested in what the other person is saying. By utilizing eye contact, you may also pick up on things you may otherwise have not.

One part of open body language I find very important is trying to sit down at the same eye level or position of the patient when possible. Standing over someone when talking can feel intimidating and it can also prevent eye contact and further connection from occurring. I make every attempt to grab a chair and sit down and turn my body towards the patient while we are conversing and it has really helped to establish rapport and build trust.

Modulating tone and volume improves communication during high stakes stressful moments. The intrinsic activation of what I term “my hospice voice” lowers the anxiety in a family situation and helps individuals with opposition become aligned with the goals of care. It’s as simple as reducing the volume and tone and providing peace of mind in healthcare.

I want to add a caveat: don't control your tone TOO much! In some difficult conversations I've seen, healthcare professionals will sometimes shut down emotionally. This is likely to protect themselves or because of well-intended efforts to remain calm. But in the heat of the moment, patients want to know they've not just been heard, but understood, deeply. Letting some authentic emotion through the clinical mask, such as sadness, disappointment or surprise, using changes in tone, can be a really powerful tool

Pay attention to the person. It isn't about how much you know it is about how much you care that allow patients to feel comfortable around you. Take the time to actually diagnose. What is the real issue the patient is bringing? Studies indicate that on average doctors listen 11 seconds before interrupting the patient. Listen to truly understand the patient before offering an answer. Your answer may not be what is truly needed if you don't truly understand the issue. All professionals dealing with patients need a better "bedside manner."

Imagine a healthcare professional discussing a treatment plan with a patient who expresses concerns about potential side effects. In the midst of the conversation, the patient notices the healthcare professional's frowning expression, making them feel dismissed or unheard. Recognizing the impact of this nonverbal cue, the healthcare professional adjusts their facial expression, adopting a more neutral and empathetic demeanor. This small but crucial shift in nonverbal communication reassures the patient that their concerns are acknowledged. It opens the door for a more constructive dialogue, ultimately leading to a collaborative adjustment in the treatment plan that addresses the patient's worries.

Not interrupting someone is also a huge part of therapeutic communication. Cutting someone off before they finish their thought can be interpreted as rude and that you are not respectful of the thoughts and feelings of others. Also, listening to understand and listening to hear are two different things.

It is important to strive to create an opportunity in the conversation for the person to feel safe enough to be able to interact with you as the therapist. Validation has been shown to have a good effect on emotion regulation and improves communication in various ways, which in turn facilitates collaboration.

Healthcare professionals need to grasp nonverbal cues for conflict resolution in our diverse healthcare landscape. With a rare homogeneity, understanding cultural, linguistic, and spiritual nuances is crucial. Nonverbal signals, from gestures to eye contact, enhance conflict resolution, requiring cultural competency. Sensitivity to linguistic and body langauge differences and varied abilities is vital for holistic patient understanding. Cultural competency training enables accurate interpretation, fostering trust and providing inclusive, compassionate care.

Exude empathy and compassion. People pick up on sincerity or lack thereof. Seek to dig deeper to the real issue and offer ways to alleviate or lessen their distress.