The Communication Challenge: How to Talk So People Will Act

This article explores the challenges health professionals face in fostering meaningful communication, and provides actionable strategies to overcome these barriers.

Communication and engagement is a cornerstone of effective care delivery. Yet, for many health professionals, fostering meaningful conversations remains a significant challenge. Despite our best intentions, systemic barriers, traditional training methods, and time constraints often hinder our ability to connect with people in a way that truly supports engagement and change. This article explores the challenges health professionals face, and actionable strategies to overcome these.

Communication Matters:

Research consistently shows that when people are actively involved in their care, they are more likely to adhere to treatment plans, adopt healthier behaviours, and experience improved quality of life. However, the reality is that many consumers remain disengaged, feeling unheard or overwhelmed by the complexity of their health conditions and are fed-up with trying to navigate the system. This disengagement leads to poor adherence, preventable complications, and increased healthcare costs.

Traditional training methods focus on diagnosing problems and prescribing solutions. Less emphasis is placed on learning how and when to offer information to empower people and increase the uptake of advice, despite this being a more important, complex and critical skill. This disconnect can leave everyone feeling frustrated and unfulfilled.  

What is putting the brake on progress?

Training Methods and Lack of Ongoing Support for Skills Development

Many health professionals are trained in silos, where clinical knowledge is prioritised over communication and collaboration. While many courses offer communication skills modules, they are often too general and lack the specificity needed to integrate communication skills seamlessly into rigid workflows. To develop expertise in this complex skill, workplace support is needed to continuously bring the concepts front of mind and discuss how to apply the concepts to their work context.

Time Constraints and Workplace Processes

Limited consultation times are a reality for most health professionals. Fitting in thorough goal-setting discussions can feel nearly impossible. Yet when teams review what they are spending time on, it is often revealed there are opportunities to save time and avoid conversations that go around in circles. For example, altering assessment protocols can help staff avoid gathering detailed data about issues a person has little intention or capacity to change.

Readiness and Motivation

Not all people are ready or motivated to follow treatment advice or make lifestyle changes. Health professionals often observe signs of ambivalence or low motivation however often feel ill-equipped to address them effectively.

You might have tried implementing communication and behaviour change strategies, only to find them difficult to sustain in a fast-paced setting. These experiences are not uncommon and highlight the need for a shift in how we conduct our consultation conversations.

Three Tips to Overcome Engagement Challenges:

1. Clarify Expectations

   Ensure you place equal emphasis on "What's the matter?" as well as "What matters?" Do they know what they want from the session? This subtle but powerful change in perspective can help you build a stronger therapeutic alliance. Do they come with preconceived ideas about how you will work together or what is expected of them? Use open, targeted questions to explore values, goals, and concerns. For example, instead of asking, "How are you today?" try, "What has brought your here and what do hope to get out of our session?" This approach encourages people to share their perspectives and fosters trust.

2. Outline a 'Big Picture'' View Before Diving into Specifics

   People are more inclined to follow advice if they have hope and a clear understanding of why certain actions matter. Before proposing specific solutions, discuss what the issue is, why it might be problematic, what anyone in their position would typically do, and why they might want to take action. A few minutes spent framing the bigger picture often yields better engagement and long-term adherence.

3. Be Realistic

   Time constraints are a reality. The question is, "How can you make the best use of the time you have?" Instead of overwhelming patients with multiple recommendations, focus on one or two key changes per visit. Involve the patient in choosing what to prioritise, so they feel ownership and clarity about the goals.

By adopting a person-centred approach, reordering your conversations, and making efficient use of your consultation time, you can create a more collaborative and empowering experience for your consumers. No matter what your existing communication skill level, the practical tools in HealthChange® Methodology make it easier to build trust, foster change and deliver better results for everyone.

Ready For a Challenge?

Check if you are already covering the basics! Download our free resource: "Behaviour Change Tips for Health Professionals."

References:

1. O'Leary S, Gale J, Volker G, Kuipers P, Dalton M, McPhail S. Fostering patient uptake of recommended health services and self-management strategies for musculoskeletal conditions: A Delphi study of clinician attributes. Musculoskeletal Care. 2020; 18: 161–168. https://doi.org/10.1002/msc.1448