Module 3 Summary

Question 1

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.

⦁ 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 understanding and respect.

⦁ You need to be able to recognize when Consumers are in pain or confused. If Consumers are not able to communicate verbally, they may have to communicate pain nonverbally.

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

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

Question 2

Communicating With the Support Team

Answer 2

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

Question 3

Eliminating Barriers

Answer 3

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

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

⦁ Hearing loss: extra focus on listening, be patient

⦁ Age or gender: stay focused, eliminate distractions, when possible, encourage the Consumer to focus

⦁ Personal: take a walk, rest or eat, be prepared with snacks and breaks

⦁ Misunderstanding is if a Consumer does not understand written or spoken language. It may indicate a change in baseline, It could also be an indication of an HCA making assumptions or not listening to the Consumer.

Question 4

Problem Solving

Answer 4

Problem solving is used to overcome challenges and find a solution that best resolves the issue:

⦁ Explain. Identify and explain your concern. Ask the Consumer to identify and explain has or her concern.

⦁ Offer Safe Alternatives. Generate options together. Honor the Consumer’s right to choose. Act on the decision. Get feedback to see if the solution is working.

⦁ Report. If not safe, report your concern to the Supervisor or Case Manager and call 911 if Consumer is in immediate danger.

⦁ Document. Document what you did, and who you reported it to.