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Irish Hospice Foundation
Toolkit for Compassionate End-of-Life Care
• Use open body language. Consider your proximity, balancing personal space and privacy. Mirroring the other person’s body language (their seating position, posture, gestures and expressions) is a good way to show empathy, create a bond and enhance the connection. Use ‘open’ body language with open palms and unfolded arms and legs. If standing, come into the person’s space; don’t have a conversation from a doorway. Check the direction of your feet. Often we communicate to people with our heads turned one way but our feet facing in another direction. is gives the impression that you are not fully engaged with the person. • Avoid having a desk or other object (e.g., a clipboard or notes) as a barrier. • Use touch and gestures appropriately, again being aware of cultural sensitivities – take your cue from the person you are talking with. • All of the above is even more important if you are wearing a face mask and personal protective equipment (PPE). Tone of voice • Use your tone to convey the meaning of your message. When a situation calls for sincerity and empathy, be sincere. • Have a welcoming gentle tone to enhance the sharing of information. • You may need to raise your speaking volume if you are wearing a face mask. Speaking a little slower should help you to be heard better by the other person.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
Communication 2
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