Client communication, Communication with the Support Team, Eliminating Barriers, and Problem Solving

Question 1

What i.s consumer communication?

Answer 1

Communication is the exchange of information from one person to another through talking, writing, gestures, or behavior. Everything you do communicates something to others. The words you use and how you speak them (tone of voice) should engage and show respect for a consumer

Question 2

What is nonverbal communication?

Answer 2

Nonverbal means unspoken expression. It includes body language, facial expressions, and hand gestures, eye contact, drawing pictures, and sign language. Use your body language to communicate verbally, they may have to communicate pain non-verbally.

Question 3

What is feedback?

Answer 3

Feedback is the reaction or response you get from something. Observe and watch body language. Body language gives you important feedback.

Question 4

What is professional listening?

Answer 4

Listening requires a desire to understand, an attitude of respect, and a willingness to stay open to seeing things from another point of view.

Question 5

What are some things to keep in mind when communicating with the client’s support team?

Answer 5

You cannot share information with others outside the care team without written permission from the client. This includes family members that are not part of the care team, unless the client has given written permission.

Question 6

What are ways to eliminate barriers regarding disconcerting physical appearance?

Answer 6

Distracting physical appearance or trait: stay focused, put yourself in the client’s shoes, be empathetic.

Question 7

What are ways to eliminate barriers regarding culture?

Answer 7

Cultural: extra focus on listening, remain tolerant, welcome differences.

Question 8

What are ways to eliminate barriers regarding hearing loss?

Answer 8

Hearing loss: extra focus on listening, be patient

Question 9

What are ways to eliminate barriers regarding environment?

Answer 9

Environmental: Remain focused, eliminate distractions whenever possible, encourage the client to focus

Question 10

What are ways to eliminate barriers regarding personal things?

Answer 10

Personal: Take a walk, rest or eat, be prepared with snacks and breakfast

Question 11

What are ways to eliminate barriers regarding misunderstanding?

Answer 11

Misunderstanding is if a consumer does not understand written or spoken language. It may indicate a change in baseline. It could also be assumptions or not listening to the consumer.

Question 12

What is professional problem solving?

Answer 12

Problem solving is used to overcome challenges and find a solution that best resolves issues.

Question 13

What are the steps for professional problem solving?

Answer 13

1. EXPLAIN: Identify and explain your concern. Ask the client to identify and explain their concern
2. OFFER SAFE ALTERNATIVES: Generate options together. Honor the client’s right to choose. Act on the decision. Get feedback to see if the solution is working.
3. REPORT: If it is not safe, report your concern to the supervisor or case manager. Call 911 is the client is in immediate danger.
4. DOCUMENT: Document what you did and who you reported it to.