Effective Communication in Psychology

Communication is at the heart of being a competent psychologist. It is one of the four domains assessed in the National Psychology Exam (NPE) and one of the eight core competencies required for general registration. However, communication extends beyond just client interactions—it includes engagement with funding providers, general practitioners, administration teams, primary and secondary supervisors, and other stakeholders - these stakeholders are the beginning of your growing network of peers. Effective and professional communication helps build strong relationships, avoid misunderstandings, and maintain ethical and professional standards.

Email Etiquette and the Subtle Influence of Tone

Emails are a common form of communication for psychologists, but they come with a challenge—tone can be misinterpreted. Unlike face-to-face conversations, emails lack vocal inflection and body language, making it easy for messages to be perceived as abrupt, passive-aggressive, or overly formal. Small details in an email, such as punctuation, capitalisation, and phrasing, can drastically change how the recipient interprets the message.

1. The Exclamation Mark: Friend or Foe?

An exclamation mark can convey enthusiasm or urgency, but overuse can make a message seem overly intense or even aggressive. For example:

• Looking forward to our session! (Friendly and warm)

• Please respond ASAP! (Might feel demanding or impatient) It is important to use exclamation marks sparingly and in appropriate contexts.

2. The Perceived Aggression of Capitals

Using capital letters can be interpreted as shouting. For instance:

• PLEASE SEND YOUR FORMS BY FRIDAY comes across as harsh and demanding, whereas

• Please send your forms by Friday maintains professionalism without intensity.

3. The Importance of Phrasing and Softening Language

A direct request like, I need this by tomorrow, may feel abrupt, whereas, Would you be able to send this through by tomorrow? Let me know if you need any assistance, conveys the same message but in a more collaborative and considerate tone.

Intended Message vs. Received Message

One of the biggest challenges in communication is the gap between what is intended and how it is received. Even with careful wording, a message may not always be interpreted in the way it was meant. Factors such as the recipient's mood, prior experiences, and personal communication style can all influence their interpretation.

For example, a short email meant to be efficient (Please confirm receipt of this report.) might be perceived as cold or dismissive. Adding a small element of warmth (Hope you're having a great day! Could you please confirm receipt of this report?) can help ensure the intended message is received more positively.

To bridge the gap between intention and reception:

• Re-read emails before sending to assess tone and clarity.

• Ask for feedback if you're unsure how a message might come across.

• Clarify misunderstandings quickly rather than letting them escalate.

Knowing When to Wait and When to Call

Email is convenient, but not always the best option. When emotions are involved or the topic is complex, consider waiting before replying or opting for a phone call instead.

1. Pausing Before Reacting

If an email triggers frustration or anxiety, it’s wise to step away and revisit the response later with a clearer mind. Reacting immediately can escalate misunderstandings and create unnecessary tension.

2. Picking Up the Phone

If an email exchange is becoming long-winded or unclear, a quick phone call can resolve issues more efficiently. Speaking directly allows for immediate clarification and reduces the risk of misinterpretation. If you are having trouble getting someone on the phone, share your availability and ask when suits the recipient based on these times. Many online calendars now have schedulers that make this even easier! 

Seeking Feedback to Improve Communication

Since communication is an ongoing skill that can always be refined, seeking feedback from trusted colleagues or supervisors can be helpful. It's easy to assume we have good communication if we haven't been called out on it, but what if our communication isn't as strong as we think and it is in fact creating a barrier to our intended message, it never hurts to ask! Some ways to do this include:

• Asking a supervisor for feedback on how you communicate with clients and stakeholders. Share some examples of written communication with admin teams, health professionals and clients and see if there is any ways in which you can improve. 

• Requesting input from administrative teams on whether your emails are clear and easy to action.

• Practicing reflective communication, where you summarise what someone has said to ensure mutual understanding.

• Checking in with recipients (e.g., Just checking if my last email made sense—please let me know if you need clarification!)

Professionalism Across All Stakeholders

Provisional psychologists interact with a variety of stakeholders beyond clients. Each group requires a tailored communication approach:

• Clients: Effective communication ensures clear expectations, builds rapport, and fosters a therapeutic alliance.

• Associated Clients: Parents, carers, teachers, and support workers may also be involved in a client’s care, requiring thoughtful and collaborative communication.

• Supervisors: Regular, respectful, and clear communication ensures a productive supervision experience. If feedback is unclear, seeking clarification in a professional manner is key.

• Admin Teams: These professionals help keep things running smoothly, so treating them with respect and appreciation fosters a positive working relationship.

• Funding Providers: Whether dealing with Medicare, NDIS, or other funding bodies, clear and professional communication ensures clients receive the support they need without administrative setbacks.

• General Practitioners and Other Health Professionals: Written reports and verbal communication should be concise, factual, and professional to facilitate multidisciplinary care.

• Employers and Workplace Supervisors: Whether working in private practice, government, or non-profit organisations, professional communication with managers and HR teams is essential.

• Colleagues and Peer Networks: Engaging with other provisional and registered psychologists in a supportive and professional manner can enhance learning and career growth.

• Community and Advocacy Groups: Some psychologists engage with external organisations focused on mental health advocacy, requiring clear and respectful communication to drive positive change.

In Summary 

Mastering positive and effective communication is essential for provisional psychologists and psychologists. Thoughtful email etiquette, knowing when to wait before responding, and recognising when a phone call is more appropriate all contribute to strong professional relationships. By refining these skills, provisional psychologists and psychologists not only enhance their day-to-day interactions but also develop a core competency that is crucial for their future careers.

Taking the time to craft clear, respectful, and professional messages—whether in writing or verbally—ensures effective collaboration with clients, colleagues, and stakeholders alike. Seeking feedback and reflecting on communication styles can further enhance professional interactions and strengthen working relationships.

Contact us to book in a session with a supervisor to discuss your communication