• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
Speechies in Business

Speechies in Business

Helping Speech Pathologists in private practice focus on what matters most: their clients

  • Home
  • About Us
  • Store
    • Practice Templates
    • NDIS Resources
    • Therapy Products
  • Cart
  • Show Search
Hide Search

6 professional communication tips to improve your client care

9 April 2015 By David Kinnane Leave a Comment

People often ask me how I balance working as a speech pathologist and a lawyer. Keeping up-to-date with developments in two professions can be a challenge. The history and cultures of each profession differs markedly. But speech pathology and law have one important thing in common. Something that applies to all professionals:

Client care.

A key aspect of client care is communication. Poor communication can result in complaints and even disputes.

It’s your professional duty to communicate effectively with clients.

Professionals of all stripes must provide clear and timely advice to assist their clients to understand the issues and make informed choices about action to be taken. For many professionals, this basic duty is enshrined in their code of ethics, e.g. Speech Pathology Australia Code of Ethics or rules, e.g. NSW Professional Conduct and Practice Rules 2013.

So how do you do this?  A recent article in a legal journal by Clare Chaffey contains some great tips for communicating with clients.  Although directed at lawyers, several apply to all professions (and professionals):

1. Plan how you are going to communicate with different clients.  Use checklists, props, flow charts to aid communication of complex ideas.

2. Create a safe environment for clients to give honest responses.  Spend time with new clients (especially clients who have never been to see a member of your profession before) to explain the process, your services and how you work.  Demystify the process and what you do.

3. Encourage questions, making it clear that clients are free to ask you anything – even if it might be embarrassing or difficult for them.  There are no “stupid” questions.

4. Use language your client understands.  Wherever possible, don’t use jargon.  If you must use jargon or a technical term, explain what it means in Plain English.

5. Stop talking and listen to your clients.  Ask your client to tell you what it is they understand you can do for them in their own words.

6. Take great care with difficult conversations and advice.  It’s human nature to filter or even block out things you don’t want to hear.  Use file notes and memos to record important advice and your clients’ understanding of your advice.  If necessary, ask your client to sign them.  Record the steps you took to ensure your client understood your advice – follow up on written reports and letters to make sure your clients understood them.

7. Communication skills can be learned and improved with training.  Good communication skills are worth the investment.

Source: Claire Chaffey. (2014). Lost in Translation. Law Society Journal of New South Wales, December, 30-32.

Print Friendly, PDF & Email

Filed Under: Blog, Client Communication Tagged With: working with clients

About David Kinnane

David Kinnane owns and operates Speechies in Business. David is also a Certified Practising Speech Pathologist, lawyer, writer and speaker in private practice in Sydney, Australia.

David also co-owns and co-manages Banter Speech & Language, an independent private speech pathology clinic.

David sits on Speech Pathology Australia’s Ethics Board as a board member elected by SPA members.

David also volunteers his time as a Board Member of SPELD NSW, a charity for children and adults with specific learning disorders.

You can read more about David’s professional background, qualifications and experience here.

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar

Featured Products

  • Westmead Program Introduction and Carrier Phrase Workout Westmead Program for Children who Stutter: Introduction & Carrier Phrase Workout $10.00 including GST
  • Subject Negative Not Verb Sentences Subject-Negative ('not')-Verb sentences $4.99 including GST
  • Unless conjunction Auditory Bombardment: Conjunctions - Unless $2.99 including GST
  • Zero Tolerance Policy Zero Tolerance Policy (Plain English) $30.00 including GST
  • Business Networking Letters $18.00 including GST
  • Stuttering Superhero Cards $4.99 including GST
  • Think, Then Write (Volume 6): Tackling Short Answer Questions $20.00 including GST
  • Think, Then Write (Volume 3, Part 1): A No-Prep Workbook To Learn Transitions $10.00 including GST

Basket

Recent Posts

  • How to navigate conflict with other people
  • Difficult professional conversations: tips to help control emotions
  • For speech pathologists in private practice, professionalism has never been more important
  • Change to short notice cancellations under the NDIS Pricing Arrangements and Price Limits 2022-23
  • What’s new? The NDIS Provider Emergency and Disaster Management Plan Framework
  • Retain your speech pathologists with better professional development systems

  • Email
  • Facebook
  • Instagram
  • LinkedIn
  • Phone
  • Pinterest
  • YouTube

Check out our NDIS provider and health provider resources Go to Store

Speechies in Business

Copyright © 2023 · Banter Speech & Language Pty Limited t/as Speechies in Business

  • Our Terms
  • FAQs about Resources
  • Contact us