CSW Test Flashcards
Three major ways we communicate
Verbal communication
Messages sent through the spoken words. Examples of verbal communication can be: sign language using symbols to converse with people who cannot hear, having a face to face conversation, paraphrasing statements, conveying feedback.
Nonverbal communication
Messages sent without words. Examples of non verbal communication are: facial expressions, gestures, body language, touch, eye contact, appearance and texting.
Paraverbal communication
Refers to the messages that we transmit through the tone, pitch of our voices and how we say it. Paraverbal communication is the tone, fluidity, speed, clarity, volume of how a message is sent. For example when a person is furious and or excited.
Barriers to communication
Hearing impairments
Lack of consideration by others. Not being prepared with hearing aids or other devices can make it hard for someone to be involved in a conversation.
Vision impairments
Impacts day to day functions of life. Reading. Driving. So only nonverbal communication will be tough.
Cultural differences
Language ( strong accents hard to understand) signs and symbols from different countries makes it difficult to understand
Loud noises
Distracts the sender and receiver off the conversation process from listening to the message being said.
Distractions
Background noise, poor lighting, environment, uncomfortable sitting. Your thoughts make it hard to concentrate.
Difference between hearing and active listening
Hearing is one of our senses that receives sound and tones. Where as active listening is by understanding, paying full attention to the words, sentences, emotions, and feelings conveyed by the sender such as: leaning forward, making eye contact and facing the client
List three levels are of conversation and give an example and topic you might want to discuss for each level ?
Informational:
One on one discussion with someone.
Eg. small talk
Topic: the weather or current news
Personal/ subjective:
Sharing about your thoughts and feelings.
Topic: are you a sensitive person.
Intimate:
Enjoying each other’s company
Eg: Having a more deeper conversation causing both parties to be vulnerable.
Topic: talking about your childhood
List three levels of Dementia and communication strategies for each
Early stage:
Be patient
Speak directly to the person
Break tasks into simple tasks
Middle stage ( typically the longest )
- engage the person one on one
- maintain eye contact
- be supportive
Late stage:
Keep eye contact
Non verbal communication helps
Reintroduce yourself
What are some tips for receiving criticism on the job? How would you give criticism to a trainee?
Tips:
Don’t take it personally
