Communication

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THE COMMUNICATION PROCESS

VERBAL AND NON-VERBAL COMMUNICATION

COMMUNICATION BARRIERS

COMMUNICATION STYLES

R...

Communication: Communication in
homecare is the link
between you, the
...

Communication The goal of communication is the acceptance of
the sender's message by the receiver.
go...

Verbal Communication:

• Verbal communication uses words.
• Often we use the word verbal to mean oral,
or spoken, langua...

Non-Verbal Communication

• Non-verbal communication does not use words.
• There are several categories: facial
expressi...

Remember:

• Effective communication happens when the intended meaning of
the sender and the perceived meaning of the re...

Poor Listening Skills

• Poor listening skills
contribute to ineffective
communication.
Listening involves not
jus...

Steps to improve your listening skills

• Be quiet. Pay attention to what the other person is saying.
• Stop all other...

Other barriers:

• Making judgment.
• Giving false reassurances about your Consumer’s
physical or emotional condition.
•...

Aggressive: Passive: Assertive:

Meeting Meeting
Meeting need
ne...

Aggressive Communication:
What is aggressive communication?

It may be physical, non-verbal (if ...

Why people behave in an
aggressive way:
• They anticipate being attacked and
overreact aggressively.
• They are initiall...

Consequences with aggressive
communication:
• They get their own way but often alienate
others.
• They are often lonely ...

Passive Communication:
The word passive refers to ―not resisting‖ or ―not acting.‖

...

Why people behave in a
passive way:
• They believe they have no rights.
• They fear negative consequences
(someone being...

Consequences:

• They avoid conflict but often appease others.
• They lose self esteem.
• They develop a growing sense of ...

Passive-aggressive
communication:
Passive-aggressive behavior is often used when we try to
avoid doing somethin...

Assertive Communication:

• Assertiveness is the ability to say
what you want to say, but still
respect the rights of ...

Assertive Communication:

• It is respectful of yourself and others
• It recognizes your needs as well as others. You
ar...

Addressing Another Person:
Some people
One of the As a caregiver,
...

Showing Respect:
As a
caregiver,
you may Somet...

Showing Respect:
Use adult Let each
Do not talk ...

Vision Impairment:

• It is appropriate to offer your help if
you think it is needed, but don’t be
surprised if the pe...

Hearing Impairment:

• Ask the Consumer how you can make communication easier.
• If necessary, get the person’s attention ...

Hearing Impairment:

• Look directly at the person and
speak expressively.
• When an interpreter accompanies
a person,...

Language impairment (Aphasia):

• Some people can speak but not write.
• Others can write but not speak.
• Such language d...

Language impairment
(Aphasia):
• Get the person’s attention before you
speak.
• Reduce background noise. Turn off the
...

Emotional / mental health
impairment:
• A person with an emotional or behavioral
health issue may have distorted thinkin...

Emotional / mental health
impairment:
• If the person has difficulty having a
conversation with you, he or she may be ab...

Emotional / mental health impairment:

• Allow the person to have personal space in the room.
• Don't stand over him o...

Emotional / mental health impairment:

• Establish a structured and regular daily routine. Be
predictable. Be consistent...

Cognitive / memory impairment:

• A person with cognitive or memory impairment has
difficulty thinking, reasoning, and r...

When communicating with these
Consumers, remember:
• Use a calm voice and be reassuring. The person
is trying to make se...

When communicating with these
Consumers, remember:
• Do not argue with the person.
• If the person tells you he is waiting...

People first language:
A very useful concept for communication is people first language. This concept was
...

Conflict Resolution:

• Sometimes a Consumer or family member
gets upset when you are in the home.
• It is important for...

Conflict Resolution:

• If the person knows that what he has to say has
value, he/she will begin to diffuse anger.
• Do ...

Other Communication Tips:
• Stick to the point at hand—don’t add, ―And another thing…‖
• Turn a negative into a positi...

Culture: Behavior
patterns, arts, beliefs, communications, a
ctions, customs, and values.

Th...

Cultural awareness and sensitivity are an important part
Awareness of providing care to the people being served by
...

To work effectively in a culturally diverse environment,
Potential we need to have an understanding of some of the
...

We assume that words and gestures have a set
Assumed meaning if we speak the same language, but they
m...

Non-verbal Approximately 70% to 90% of our communication is
affected by non-verbal cues.
communicat...

Verbal Slang and idioms can be hard to
language, understand.
the most
obvious
Phrases such as ―run that...

Sensitivity and respect given to people regardless
Cultural of their ethnicity, race, language, culture or
competency...

Cultural Developing sensitivity and
understanding of another ethnic group
awareness: without assigning ...

Acceptance: Differences are appreciated,
noted and valued.

Adaptation: Consumers develop and improve skills for
interacting and communicating with people
...

Integration: Consumers in this stage value a variety of
cultures.

They are constantly d...

Diversity Cultural competency
encompasses more than race,
is viewed gender, and ethnicity—it includes
as ...

Culturally A culturally competent person
competent: acknowledges and values
diversity and accommodates
...

• This concludes the presentation on
Communication.
• Please take the test to complete this training.

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