When communicating verbally, the type of language used should be considered, avoiding the use of jargon. For children and families whose first language is not English, interpreting services should be used, ensuring individual needs are met. The ability to understand, on the part of both child and family, should be considered, taking into account age, developmental level and cognitive ability, adapting the language and approach used as necessary.

Non-verbal communication techniques, such as active listening, body language, facial expressions and therapeutic touch, contribute to a large portion of how information is conveyed and received. Active listening skills require the listener to make a conscious effort to focus on what is being said, improving their ability to understand information. Body language, such as eye contact, sitting directly opposite, nodding and an open posture, also demonstrate that the listener is interested and engaged in the conversation, encouraging the speaker to continue with the sharing of information; essential during the assessment process.

In relation to assessment, documentation is essential, acting as a record of the information obtained from the child and family. It also enables the sharing of information between professionals within the multi-disciplinary team. When documenting information, all records should be factual and accurate, with a date, time and signature on completion.

To accurately assess a child it is necessary to build a therapeutic relationship with the child, gaining their trust and reducing anxiety; all of which increase the accuracy of assessment. A central technique to this is the use of play. Play can be used to do the following:

• Distract during the assessment process, particularly when assessing vital signs.
  
• Decrease the child’s anxiety and consequently reduce the parent’s stress.
  
• Demonstrate the assessment process to the child, aiding their ability to understand and reducing anxiety.
  
• Promote the hospital environment as a friendly environment to the child, increasing their trust.

When considering the use of play, age-appropriate toys should be used, considering the child’s developmental stage. It may also be useful to ask the child’s parents/carers what type of toys/activities the child enjoys, increasing the ability to interact and engage with the child.

All children should be provided with the tools and ability to communicate in the most appropriate way based on their individual ability. It may therefore be necessary to consider the use of alternative methods such as Makaton, sign language and the Picture Exchange Card System (PECS) to ensure that all children and families are provided with the tools to effectively communicate with healthcare professionals.