Apart from the experience and knowledge healthcare professionals may have about breastfeeding techniques, postures, latching, difficulties, pathology, or physiology, accompanying breastfeeding mothers is based on direct person-to-person contact. The words you use to communicate, as well as the nonverbal language, will allow you to establish an initial bond of trust from which you can address the presenting issues.

We must keep in mind that in many postpartum and breastfeeding situations, what women often ask for is to feel listened to and understood. With this as a starting point, they want reliable information and resources adapted to their situation, that allows them to decide about their maternity.

And this is where generating good communication with the mother is key.

Good communication allows you to:

• Offer emotional support to the mother and/or family.
• Offer information in a clear and accessible way.
• Propose possible options that are appropriate to the individual situation of each family.
• And, finally, to make it easier for each woman to decide freely about her breastfeeding journey.

Here are some practical tips that can be applied during a typical lactation visit. We have structured them into three distinct sections throughout the session:

First contact

Greetings, welcome, and introduction

Introduce yourself and ask for the woman’s name. Being able to talk on the same level with her is a first step that allows you to create closeness. If you know the mother’s name, you should use it, and if you are not sure what name she usually uses, you can ask her directly: “How would you like to be called? Avoid addressing her as “mom,” “mommy” and so on, which can make her feel belittled.

Non-verbal language

A good part of how we communicate and receive is what is known as nonverbal language, that is: eye contact, the height at which you stand when speaking, interpersonal distance (respect for personal space, asking permission if you want to touch the mother or her baby), gestures and facial expressions with which you accompany your words.

Be friendly and polite

When interacting with a mother or family, you can demonstrate a friendly attitude with simple actions such as smiling, using an appropriate tone of voice, leaving space for the mother to express herself, and so on.

The language you use

After non-verbal language, the language you use is your main tool to communicate, but language not only transmits words, it also reflects the way we perceive the world, and in such a sensitive period as the time after giving birth, being able to adapt to the mother’s language will allow you to get closer to her personal experience. If you happen to speak several languages and have the possibility to adapt to the mother’s language, it is undoubtedly a good idea to do so, as this will help to eliminate language barriers and will bring you closer to the reality of each mother. If you are unsure whether you should change language or not, you can always ask directly: In which language do you feel more comfortable?

Make yourself available

Showing an “attitude to serve” means expressing your interest and willingness to help. You can do this by using your nonverbal language or by asking simple questions such as, “How can I help you?”

Anamnesis (conversational setting)

Respectful attitude, empathy, and acknowledgment of emotions

Respectful attitude, empathy, and validation of emotions

These are communication skills that provide the mother with reassurance, self-esteem, and relief. Examples of validation: “What you are going through is really difficult,” “It’s understandable that you feel this way.”

Focus on the mother and her baby. Putting the woman at the center of decisions.

As healthcare professionals, our job is to accompany her and propose the choices that are available to her so she can make an informed decision freely and without pressure or coercion.

What do you want to do? What would you like to achieve?

Adapting to the mother’s linguistic range

Avoid technical terms (unless you can clearly see that she is mastering technical language), to make it easier for her to understand the information you are giving her. When there is an imbalance in the used language range, it is easy for the person listening to miss part of the information you want to transmit, to feel frustrated, and to feel inferior or vulnerable.

Honesty and humbleness

All healthcare professionals, no matter how well-trained they are, will come across situations where they do not have enough experience or knowledge or do not feel confident of being able to provide optimal care. When this happens, it is key to refer the family to other healthcare professionals who can suitably accompany them. If you do not know where to refer to, try to provide the family with other resources that will allow them to find the most suitable professional in their case.

Conclusion of the visit

In this final part of the appointment with the mother or family, resources such as the following may be useful:

Summarize clearly and understandably what was discussed during the session, your professional assessment, and the plan you agreed upon with the family.

Provide space for questions and further clarifications.

Say goodbye.

Following these simple steps will ensure that you understand the dyad’s needs and that you have correctly transmitted the essential information.
In professional practice, we often encounter situations that can make good communication difficult, sometimes due to a lack of time or resources or other external circumstances. However, even in these cases, it is possible to implement small daily practices that help improve the quality of care in lactation support.

 

Alícia Vilaret

IBCLC and consultation channel coordinator at LactApp with more than 15 years of experience in lactation care.

References

• Schmied V, Beake S, Sheehan A, McCourt C, Dykes F. A meta-synthesis of women’s perceptions and experiences of breastfeeding support. JBI Libr Syst Rev. 2009;7(14):583-614. doi: 10.11124/01938924-200907140-00001. PMID: 27820008.
• Levinson, W. Patient-centred communication: a sophisticated procedure. BMJ Quality & Safety 2011; 20: 823-825.
• Manhas KP, Olson K, Churchill K, Miller J, Teare S, Vohra S, Wasylak T. Exploring patient centredness, communication and shared decision-making under a new model of care: Community rehabilitation in Canada. Health Soc Care Community. 2022 May; 30(3): 1051-1063. doi: 10.1111/hsc.13304. Epub 2021 Apr 6. PMID: 33825236.
• Price, B. Optimising professional communication with patients. Nurs Stand. 2020 Jan 6. doi: 10.7748/ns.2020.e11457. Epub ahead of print. PMID: 31904199.
• Madula P, Kalembo FW, Yu H, Kaminga AC. Healthcare provider-patient communication: a qualitative study of women’s perceptions during childbirth. Reprod Health. 2018 Aug 13;15(1):135. doi: 10.1186/s12978-018-0580-x. PMID: 30103766; PMCID: PMC6090736.
• Subiela García José Antonio, Abellón Ruiz Juan, Celdrán Baños Ana Isabel, Manzanares Lázaro José Ángel, Satorres Ramis Bárbara. La importancia de la Escucha Activa en la intervención Enfermera. Enferm. glob. [Internet]. 2014 Abr [citado 2024 Jul 19] ; 13( 34 ): 276-292. Disponible en: http://scielo.isciii.es/scielo.php?script=sci_arttext&pid=S1695-61412014000200013&lng=es.
• Ariste Mur, Elena. Escucha activa: aprender a escuchar y responder con eficacia y empatía. Cien diálogos. Madrid: Díaz de Santos, 2021.
• Blázquez García, MJ. Lenguaje sano para acompañar a las madres durante la lactancia materna. Medicina naturista: 2006. Núm. 10: 664-667.