Communication Skills to Interact with Families in Need

Question 1

Identify 3 communication skills techniques.

Answer 1

Choose:

1. Acknowledging emotions of affected parties
2. Allowing expressions of distress
3. Providing verbal/physical appearance
4. Active listening
5. Clarifying
6. Effective questioning

Question 2

Name 3 examples of:

1. Acknowledging emotions of affected parties

Answer 2

Acknowledge their verbal cues by saying “you have just told me how you feel when…”

Acknowledge their non-verbal cues by saying “you seem to be very angery/upset…”

Use self-disclosure, such as saying “I think if it were me, I would be very shocked / upset by hat you have just described to me”.

Question 3

Name 3 examples of:

2. Allowing expressions of distress

Answer 3

Give them time to talk without interrupting

Accepting their emotions, and not argue or disagree with them.

Avoid false assurances; don’t worry, everything will be alright.

Question 4

Name 3 examples of:

3. Providing verbal/physical appearance

Answer 4

Explain at the onset how confidentiality of information gathered will be maintained, your role in the helping process, as well as what they can expect as a result.

Smile and make eye contact to assure them that you are a warm and approachable person.

Engage them at appropriate time and in favourable conditions, such as in office or space with comfortable seats facing each other.

Question 5

Name 3 examples of:

4. Active Listening

Answer 5

Listen attentively to what they say and how they say it. Take note of the tone of voice, choice of words, facial expressions and gestures.

Not interrupting and diverting them when they speak.

Acknowledge what has been said by nodding or with short phrases such as “okay”, “uh-huh”.

Question 6

Name 3 examples of:

5. Clarifying

Answer 6

Check your own understanding by paraphrasing or asking clarifying questions.

Use close-ended questions to check understanding that your message is delivered as intended.

Summarising what you have said to help family understand you correctly.

Question 7

Name 3 examples of:

5. Effective questioning

Answer 7

Use open and probing questions.

Rephrase questions.

Encourage them to talk and share their views and concerns.