Provider-Survivor Communication Skills Training for Healthcare Providers
This WHO curriculum focuses on developing communication skills for healthcare providers caring for women subjected to violence. Session 4 emphasizes active listening, demonstrating supportive behaviors, and fostering a safe service culture. Participants engage in exercises to practice active listening and empathetic communication. The use of SOLER (Sitting position, Open posture, Leaning forward, Eye contact, Relaxed) model is highlighted.
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Session 4 Provider survivor communication skills Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 1
Learning objective Demonstrate behaviours and understand values that contribute to a safe and supportive service culture Competency Communicate empathically and effectively with patients/survivors Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 2
Active listening Use verbal and nonverbal means to show support and communicate understanding Ask questions: open-ended focused closed Use good body language: posture eye contact Avoid leading questions compound questions Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 3
How does active listening look? SOLER S sitting position O open posture L leaning forward E eye contact R relaxed Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 4
Exercise 4.1: Active listening Learning objectives of the exercise: Appreciate and practice active listening Turn to your neighbour and form a pair Recall a challenging situation in your life (not related to violence) and take about 5 minutes to describe it to your partner The listener should practice active listening Then switch, and listen to your partner telling you about a challenging situation in her or his life Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 5
Discussion What did your partner do to show she/he was listening attentively to you? What did your partner say that showed active listening? What did your partner NOT do or say both good and bad? How did you feel afterwards? Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 6
Key messages: Empathic & effective communication Allows survivors to be heard an important step towards healing Empathic and effective communication takes place throughout the meeting. Use both verbal and non-verbal skills Start with open-ended questions Caring for women subjected to violence: A WHO curriculum for training health-care providers Session 4: Provider-survivor communication skills 7
