Verbal and non-verbal behaviour of doctors while conveying distressing information.

Abstract

This study was an attempt to gather information on doctors' verbal and non-verbal hand- and speech-related behaviours during interactions involving the conveyance of distressing information. Similarities and differences in verbal/non-verbal communication were identified and described between doctors rated high, medium or low in communication skills. Gender differences were also explored. Statistically significant differences were found among doctors rated high in communication skills on the use of 'Information/advice' and 'Emotional probes'. Differences were also found on the frequency of speech disruptions and hand behaviour patterns. Doctors rated high were less anxious during the interactions as inferred from their hand- and speech-related behaviours. Gender differences on verbal behaviours indicate that 'Emotional probing' and 'Reflection of feelings' were exhibited more frequently by females. On the other hand, no statistically significant differences were found in non-verbal hand- and speech-related behaviours.