Review

Question 1

Communication process

Answer 1

• good communication is needed for safe and effective care

- communication helps you know your client

Question 2

Interpersonal communication

Answer 2

Exchange of information between two people

Sender-> message-> receiver-> feedback

Question 3

Factors the influence communication

Answer 3

Experience and confidence 
Mood and emotions 
Age 
Gender 
Beliefs

Question 4

Verbal communication

Answer 4

• Messages sent through spoken word
• choose words carefully
• use visual clues
• control tone and volume of voice
• ask one questions at a time

Question 5

Humour

Answer 5

• Laughter reduces tension and increases trust

- ensure your humour is appropriate

Question 6

Nonverbal communication

Answer 6

Messages that don’t use words

Messages sent through body language touch and silence

Question 7

Active listing

Answer 7

Nonjudgmental communication to understand what your client is saying

Question 8

Body language

Answer 8

• Includes posture appearance facial expressions

- people send messages with body language

Question 9

Touch

Answer 9

• Convoys warmth comfort affection and trust
• should be gentle not hurried or rough
• ask for permission to touch a client

Question 10

Active listening

Answer 10

Paying close attention to what the client is saying

Question 11

Listing

Answer 11

Face the client 
Make eye contact 
Lean towards the client 
Respond 
Avoid communication barriers

Question 12

Paraphrasing

Answer 12

• rewording what the client said in your own words
• shows you are listing
• shows client you understand what is being said
• promotes further communication

Question 13

Empathetic listing

Answer 13

• being open to trying and understanding the feelings of others
• reduce feeling of loneliness
• creat trust

Question 14

Open ended questions

Answer 14

Leads clients to share thoughts

Promotes longer response

Question 15

Closed ended questions

Answer 15

Focus on specific information

Has yes or no response

Question 16

Clarifying

Answer 16

Let’s you make sure you understand the message

Question 17

Focusing

Answer 17

• Limits the conversation to a certain topic

- useful when the client rambles

Question 18

Professional communication

Answer 18

• Support workers should act professional at all times
• avoid slang and swearing
• respect confidentially

Question 19

Confidentiality

Answer 19

• pertinent information should be shared with other team members who are providing care for the client
• confidentiality extends to your personal time

Question 20

Communication barriers

Answer 20

• visual and hearing problems cannot be avoided
• cultural differences can interfere
• illness can interfere

Question 21

Communication with angry people

Answer 21

• common response to illness and disability

- good communication is important to prevent and deal with anger

Question 22

Assertiveness

Answer 22

Thoughts and feelings are expressed positively without offending others
-stand up for your rights while respecting others

Question 23

Explain procedures and tasks

Answer 23

Explain steps to the client
Show how to do each step
Have the client try each step
Review the client success with each step

Question 24

Communicating with clients with dementia

Answer 24

• Think before you speak
• Speak clear calm and at a slower pace
• try to be positive