Interactive communication – 1 Minimising conflict and anxiety

Closing Date: 30/07/2020

Communication Standards of practice Communication Standards of practice

At the start of this year, Optician published a series of four articles with a focus upon communication skills in eye care practice. 

These were as follows:


  1. Part 1 (17.01.2020):  http://fplreflib.findlay.co.uk/images/optician/pdf/028_OPT_170120_CET_Communication.pdf - an introductory feature which highlighted the significance of communication as an influence on patient satisfaction with a consultation and compliance with the outcome.
  2. Part 2 (14.02.2020): http://fplreflib.findlay.co.uk/images/optician/pdf/030_OPT_140220_CET_Communication.pdf - this article focused on speech and verbal communication and included a section on question technique.
  3. Part 3 (13.03.2020): http://fplreflib.findlay.co.uk/images/optician/pdf/022_OPT_130320_CET_Communication3.pdf - this article looked at non-verbal behaviour, from the forming of initial opinion through to relative positioning, posture and gestures. Note is made of the great variability of non-verbal behaviour through such influences as cultural beliefs and tradition.
  4. Part 4 (08.05.2020): http://fplreflib.findlay.co.uk/images/optician/pdf/024_OPT_080520_CET_Communication4.pdf - this final article discusses written communication and correspondence and includes some thoughts on clarity of the written word, and the design and usefulness of questionnaires. 

These articles form the basis and source material for this new interactive exercise. Links to them all are available online when you commence the CET, and there are six multiple choice questions to complete to confirm an understanding of the main theme of the series. Once completed, you will then have access to a scenario and a couple of points to form the basis of the discussion you are to undertake with another registered colleague.

As the rules regarding lockdown are relaxed, the aim of this exercise is to touch upon some of the challenges we are all likely to face once our practices reopen. These will include concerns such as a backlog of appointments, a nervous patient base, and the need to adopt rules regarding infection reduction that may be alien and possibly frightening to many.

Ian Davies is an optometrist now working as an independent motivational speaker, coach and business consultant.