The document provides guidelines for effective communication when counseling parents about infant care. It emphasizes listening to understand the child's problems and the mother's current practices, praising good practices, advising on home care, and checking understanding. Key aspects include asking open-ended questions, reflecting back what is said, showing empathy, limiting advice to relevant issues, using simple language and examples, and ensuring the mother understands through questions and practice.

1. Requisites of good communication
 Ask and listen to find out what the child’s problems are and what
the mother is already doing for the child
 Praise the mother for what she has done well
 Advise her how to care for her infant at home
 Check the mother’s understanding, for example about home
treatment.
(Remember acronym: ALPAC)

2. ASKING AND LISTENING.
Listen carefully to find out what the baby’s problems are and what the
parent/mother is already doing for her baby. Remember to:
• Ask open-ended questions
• Use "body language" to show that you are listening to the family
• Reflect back what the mother or caregiver says
• Empathize – show that you understand what she/he feels
• Avoid words that sound judging
Open-ended questions are more likely to identify harmful beliefs than closed-ended questions.
For example:
Do not say: "Does the baby sleep well?"
Instead say: "How is the baby sleeping?" (Open question)

3. Use body language to show that you are listening
o Sit opposite the person you are listening to at same head level
and appropriate distance.
o Lean slightly towards the person to demonstrate interest in
what they are saying.
o Maintain eye contact as appropriate.
o Look relaxed and open, show you are at ease with them -- arms
should not be crossed
o Do not rush or act as if you are in a hurry
o Gestures, such as nodding and smiling, or saying ‘mmm’ or ‘ah’
o Touch, as appropriate

4. REFLECT BACK:
• When a person states how they are feeling (afraid, worried, happy etc) let them
know that you hear them by repeating it. This is called reflecting feelings and is a
tool to show you are listening. An example would be ‘so you say you are worried’.
• For example:
• If a mother says: "My baby is not warm since morning."
• You could say: "He is not warm since morning?"
EMPATHY:
Showing empathy is putting yourself in someone else’s place and understand how
they feel in a situation. It fosters trust. If a mother says “I am tired all the time now”, a
response showing empathy would be: ‘‘you are feeling tired that must be difficult for
you’.

5. PRAISE WHEN APPROPRIATE.
• Praise the mother and family if they are doing something well or if they
have understood correctly. Praising the family for this will strengthen their
confidence to maintain the beneficial behavior and to adopt other
beneficial behaviors. However, be sure that praise is genuine, and only
praise actions that are indeed helpful to the baby. You can always find
something to praise.
• Praise can be given throughout the counselling process when appropriate.
Example:
• Mother: I sent my husband to find you because the baby doesn’t seem
well.
• Nurse: It was very good that you called me so quickly because it will
prevent delay in starting treatment.

6. GIVE ADVICE
• Limit your advice to what is relevant to the parents/mother at this time.
• Use simple language: that the parents/mother will understand. Do not use
technical words if not commonly used, but local words.
• Use pictures (mother cards or similar) or real objects to explain.
• Advise against any harmful practices that the parent/ mother may have used.
Explain why the practice is harmful.
• Some advice requires that you teach the mother how to do a task; eg; feeding
with cup and spoon.
Use three basic teaching steps:
1. Give information. Explain to the mother how to do the task.
2. Show an example. Show the mother how to do the task.
3. Let her practise. Ask the mother to do the task while you watch her.

7. CHECKING UNDERSTANDING
• Find out what a mother has learned
• Ask questions that require the mother to explain what, how, how
much, how many, when, or why. Do not ask questions that can be
answered with just a ‘yes’ or ‘no’.
• Give the mother time to think and then answer.
• Praise the mother for correct answers.
• If she needs it, give more information, examples or practice.