Page 11 - August 2020 Ulupono

We are all wearing masks in our Adventist Health facilities to protect ourselves and others, but when it comes to communicating with our patients, the mask doesn’t have to be a barrier in our conversations. Research has shown that more than 90% of communication is based on a combination of body language, voice and tone. Here are some tips for effective communication while wearing a mask:
Make eye contact
9 When people can’t see your face, it makes connecting harder. 9 Eye contact signals that you are focused on that individual. 9 Eye contact can be a source of acknowledgement.
Articulate and elevate
9 Voice and tone impact understanding.
9 Talk a little slower and articulate your words. Many times, words can sound muffled when wearing a mask.
9 Elevate your voice (don’t yell) but remember that the mask is a barrier that hinders sound waves.
Smile that reaches your eyes
9 Smiles can give the perception of warmth, competence, trustworthiness. A genuine
smile raises the eyebrows and cheeks.
9 An appropriate smile can help a patient and/or family relax and more actively engage in care.
9 Smiling as you speak creates an uplifting tone that can be heard over the
phone, so even if not in direct contact with patients and families, remember to smile.
Know and say their name
9 Saying a person’s name helps to create a personal connection (in person or over the
phone).
9 Using a person’s name in conversation can be a sign of courtesy and respect.
9 Name usage demonstrates listening from the speaker and encourages engagement to the recipient.
AUGUST 2020 - ULUPONO
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APRIL AUGUST 2020 - ULUPONO
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Tips for communicating while wearing a mask