The document discusses the components of good listening. It emphasizes giving full attention to the speaker, resisting distractions, tuning into feelings behind words, and providing non-verbal feedback. It also stresses listening to the full message without planning a response, suspending judgement to understand the intended meaning, and checking for understanding through questions. The document provides guidance on maintaining confidentiality when working with clients and families.

1. Giving full attention to the speaker
Putting other thoughts temporarily aside in order to
concentrate on what is being said.
Resisting distractions.
Not just listening to the words but 'tuning in' to the
feelings behind them – the feelings are just as
important as the words themselves.
Giving non-verbal signals which indicate attention
and interest (e.g nods, eye contact, appropriate facial
expressions)
2. Communication Skills –
Recap Week 6 20/8/2013
Components of good listening

2. Components of good listening (cont)
Listening to all the other person has to say, rather than
tuning out halfway through to plan your response.
Being able to suspend making an opinion or
judgement about what is being said and
concentrating on what is being said and NOT your
reaction to it.
Checking that the message you received is the one that
the sender intended by using questions and checking
skills.

3. EMPHASIS AND TONE OF VOICE – HOW CAN
THIS EFFECT THE MESSAGE THAT OTHER PEOPLE
RECEIVE?
Components of good listening

4. Components of good listening
SPEED -
EYE-CONTACT
GESTURE AND POSTURE....The movements we make
with our head and hands can influence the
communication we have with people.

5. Components of good listening
Dealing with other peoples anger.
Behave in a professional manner
Keep emotional responses in check
Stay focused on the issue, or, relevant
information

6. Communicating to clarify meaning
Closed questions can be answered in a few
words or with a yes or no. They are useful
for obtaining information and helping to
focus the communication.
Open questions are those that allow for
and encourages others to talk and help
them to be more specific or to express their
feelings about something.

7. 2. Communication Skills –
Week 7 27/8/2013
Client confidentiality and privacy

8. Client confidentiality and privacy

9. ACTVITY I (working in pairs)
Client confidentiality and privacy
* What is your definition of confidentiality?
* How important is it when working with
families?
* How important is it when working with
staff?
* How important is it in everyday life?

10. Maintaining Confidentiality
Confidentiality is an essential policy on ethics that all
child care centres will have. It would be unacceptable
for you as a child care worker to;
Discuss a child or their family with other clients
Discuss other workers’ rates of pay
To give out other clients contact details
Discuss child custody court orders
Allow client documents to be left unsecured
Have conversations about clients with staff members outside
the centre
To display photos of children without consent

11. Maintaining Confidentiality
There are certainly times when staff discussion
must take place regarding children/families but it
would be on a “need to know” basis.
In other words not all staff may need to knowknow whatwhat
is happening.
Can you think of any confidentiality matters where
not all staff may need to know?

12. Maintaining Confidentiality
There will also be occasions when ALL STAFF are required to
know about certain matters.
Can you think of some examples?
Perhaps all staff may only need to know part of a confidential
matter.
Whatever the case, the information that is shared with you
must remain confidential.

13. You may not always be told certain information is
deemed confidential
You must assume that ALL information is exactly that
and not for you to discuss or share with anyone.
Maintaining Confidentiality

14. You may not always be told certain information is
deemed confidential
You must assume that ALL information is exactly that
and not for you to discuss or share with anyone.
Maintaining Confidentiality

15. Example:
You find yourself complaining to your best friend about
some of the more difficult clients and cases at your
work. You say “I can’t understand what Jamie’s
problem is as his mother is a doctor and a very smart
lady.” Your friend replies, “Yes, I know who you mean.
His mother is my sister’s best friend and I didn’t know
that Jamie was a problem.”
What do you think might happen next?
Maintaining Confidentiality

16. Maintaining Confidentiality
Think of one situation where you were
asked to keep something confidential
and you did not – what happened?
Write down at least one example.
Discuss and share ...
Class Example:
ACTVITY 2

17. What people require privacy
in a community service
organisation?

18. The following list of people requires
privacy in a community service
organisation:
1) Clients
2) Clients and their families (including children)
3) Workers in the service
4) Contract workers within the service

19. Storing confidential material
Maintaining Confidentiality

20. Storing confidential material.
ACTIVITY 3
Using your iPads, find reference to record
keeping and confidentiality in -
Group I – The Education and Care Services
National Regulations
Group 2 – The National Quality Standards
Key search words can include...record keeping, confidentiality and privacy,
leadership and service management etc.

21. Exceptions to the rule of confidentiality
In what situation could this happen?

22. Exceptions to the rule of confidentiality
1) Making records available to the police if they have a
warrant to inspect documents
2) Making information available in the case of suspected
or confirmed physical or sexual abuse
3) Responding to a summons or subpoena
4) Responding to a request under the freedom of
information legislation