Communication considerations

Effective communication is essential for all clinical care, whether delivered in-person or virtually.


Key considerations

  • Speak clearly and slowly
  • Vary pace and energy levels
  • Pause often
  • Confirm shared understanding
  • Use appropriate body language and facial expressions
  • Look at camera (not screen) to maintain culturally appropriate eye contact
  • Turn off your mobile phone

Virtual interactions can flatten the tone of your voice and deplete energy from the interaction. You can counter this by adding expression and varying your pace, projection and pitch.

Ways to build rapport with the consumer

  • Acknowledge that videoconferences can feel unnatural at first.
  • Maintain eye contact by looking at the camera, not the screen.
  • Ensure eye contact is culturally appropriate and be sure to tell participants when you are looking away from the camera. For example, consider saying, ‘I am just looking at your x-ray on another screen’ or ‘It might look like I am not looking at you, right now I am looking at your test results’.
  • Speak slowly and clearly.
  • Be sure to pause to allow participants to process information and account for any communication delays.
  • Keep moving during pauses, e.g. by nodding your head, lean forward so consumers know you have not frozen or having technical issues. Be aware that silences and pauses may initially feel uncomfortable for you.
  • Acknowledge a consumer’s surroundings and background, e.g. a nice picture or pet.
  • Consider repeating what a participant has said to ensure there is a shared understanding.
  • Vary energy levels to maintain enthusiasm and engagement.
  • Ensure your body language and facial expressions are appropriate. Ensure any gestures are clear and visible within the frame and use mirror touching, e.g. placing a hand on your chest can convey empathy.
  • If the consumer is distressed, you can suggest they walk away from the camera to regroup.
  • Use visual aids to help explain a concept. If using drawings, these should be simple enough to display clearly over video or be scanned and shared securely.
  • If using an interpreter, they should also join by video so they can see the whole context of the conversation.
  • Turn your phone off or place it on silent. If you are expecting an urgent call that must be answered, be sure to let the participants know at the beginning of the consultation. When taking the call, remember to mute yourself to keep the call private.
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