Review Flashcards
Communication process
- good communication is needed for safe and effective care
- communication helps you know your client
Interpersonal communication
Exchange of information between two people
Sender-> message-> receiver-> feedback
Factors the influence communication
Experience and confidence Mood and emotions Age Gender Beliefs
Verbal communication
- Messages sent through spoken word
- choose words carefully
- use visual clues
- control tone and volume of voice
- ask one questions at a time
Humour
- Laughter reduces tension and increases trust
- ensure your humour is appropriate
Nonverbal communication
Messages that don’t use words
Messages sent through body language touch and silence
Active listing
Nonjudgmental communication to understand what your client is saying
Body language
- Includes posture appearance facial expressions
- people send messages with body language
Touch
- Convoys warmth comfort affection and trust
- should be gentle not hurried or rough
- ask for permission to touch a client
Active listening
Paying close attention to what the client is saying
Listing
Face the client Make eye contact Lean towards the client Respond Avoid communication barriers
Paraphrasing
- rewording what the client said in your own words
- shows you are listing
- shows client you understand what is being said
- promotes further communication
Empathetic listing
- being open to trying and understanding the feelings of others
- reduce feeling of loneliness
- creat trust
Open ended questions
Leads clients to share thoughts
Promotes longer response
Closed ended questions
Focus on specific information
Has yes or no response
Clarifying
Let’s you make sure you understand the message
Focusing
- Limits the conversation to a certain topic
- useful when the client rambles
Professional communication
- Support workers should act professional at all times
- avoid slang and swearing
- respect confidentially
Confidentiality
- pertinent information should be shared with other team members who are providing care for the client
- confidentiality extends to your personal time
Communication barriers
- visual and hearing problems cannot be avoided
- cultural differences can interfere
- illness can interfere
Communication with angry people
- common response to illness and disability
- good communication is important to prevent and deal with anger
Assertiveness
Thoughts and feelings are expressed positively without offending others
-stand up for your rights while respecting others
Explain procedures and tasks
Explain steps to the client
Show how to do each step
Have the client try each step
Review the client success with each step
Communicating with clients with dementia
- Think before you speak
- Speak clear calm and at a slower pace
- try to be positive
