Chapter 9 Interpersonal Communication ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedCommunication Process Good interpersonal communication is needed in order to provide safe and effective care. Health care teams need to share information about what was done for the client, what needs to be done, and the client’s response to care and treatment. Communication helps you get to know your client and allows you to express your thoughts and ideas. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedInterpersonal Communication (1 of 3) e The exchange of information between two people; usually face to face 0 During the exchange, each person acts as both sender and receiver. 0 Often, the receiver provides information in response to the message (feedback). 0 If the receiver does not understand the message or misinterprets it, mistakes can occur. 2022 Elsevier, Ine, AU Rights ReservedInterpersonal Communication (2 of 3) e You need to understand and respect the individual. e Accept and respect the client’s culture and religion. e Understand that stresses, problems, and frustrations can affect how a message is sent and received. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedInterpersonal Communication (3 of 3) OQ ‘SenderFactors That Influence Communication e Numerous factors can influence communication: aoe ea a oo oe Perceptions Experience and confidence Physical and mental health Mood and emotions Values Beliefs and cultural influences Gender Age Electronic communication and social media 2022 Elsevier, Ine, AU Rights ReservedVerbal Communication (1 of 2) e Verbal communication is messages sent through the spoken word. Oo poaood Choose words carefully. Be aware that emotions can affect communication. Use simple, everyday language. Speak clearly, slowly, and distinctly. Use visual clues. Control volume and tone of voice. 2022 Elsevier, Ine, AU Rights ReservedVerbal Communication (2 of 2) 0 Be brief and concise. 0 Present information in a logical manner. 0 Ask one question at a time. 0 Determine understanding. 0 Do not pretend to understand if you don’t understand what the client has said. 2022 Elsevier, Ine, AU Rights ReservedHumour e Animportant and often underused communication technique e Research has shown that laughter reduces tension, increases trust, and promotes bonding. e Ensure that your humour is appropriate to clients and their culture. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedNonverbal Communication e Messages that do not use words 0 Messages are sent through body language, touch, and the use of silence. 0 Nonverbal messages more accurately reflect a client’s feelings than words do. e Active listening 0 Anonjudgemental communication technique that helps you (receiver) to understand what your client is saying, and the underlying emotions and feelings that are being conveyed by your client (sender). 2022 Elsevier, Ine, AU Rights Reserved 10Body Language e Body language includes posture, appearance (jewellery/tattoos/piercings, etc.), facial expressions, eye contact, gestures, and body movement. e People send messages with their body language. 0 Be sensitive to your clients’ body language. e Be mindful of your own body language—the way you act and move can show interest or lack of interest. ‘Copyright © 2022 Elsevier, Ine, AU Rights Reserved 1"Touch Conveys warmth, comfort, affection, trust, concern, and reassurance The meaning of touch depends on a person’s age, gender, life experience, and culture. a Some people do not like being touched. Touch should be gentle, not hurried or rough, and not sexual in nature. It is very important that you ask your client for permission each time you touch their body or possessions. 2022 Elsevier, Ine, AU Rights Reserved 7Silence e The use of silence also conveys messages. e It can convey acceptance, rejection, fear, ora need to think. During sad times, you may not need to say anything. Silence can be useful when making difficult decisions and when a person is upset. Silence can show respect and empathy. 0 See textbook box: Case Study: Silence and Touch During Sad Times 2022 Elsevier, Ine, AU Rights Reserved 13Communication Methods e Active listening means paying close attention to what clients are saying and their nonverbal communication. 0 Listening to the content, the intent, and the feelings behind the words e Active listening requires you to be interested in your client and to show that you care. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedListening e Listening requires that you care and have interest: 0 Face the client 0 Make eye contact 0 Lean toward the client 0 Respond to the client 0 Avoid communication barriers ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedParaphrasing e Restating the client's message in your own words e Paraphrasing serves three purposes: 0 It shows you are listening 0 It lets the client see if you understand the message sent 0 It promotes further communication 0 See textbook box: Case Study: Using Skills of Paraphrasing and Questioning ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedEmpathetic Listening e Means being open to and trying to understand the experiences and feelings of others: 0 Can help reduce feelings of loneliness 0 Can create trust between you and the client 0 Avoid quick, thoughtless responses (e.g., “| know how you feel,”; “I feel sorry for you”) 2022 Elsevier, Ine, AU Rights ReservedOpen-Ended and Closed Questions e Open-ended questions: a Lead or invite the client to share thoughts, feelings, or ideas a Promote longer responses and give more information than direct questions e Encourage the client to talk: 0 “Can you describe your pain?” a “What can | do to make you more comfortable?” e Closed questions: a Focus on specific information ao Some closed questions have “yes” or “no” answers. 2022 Elsevier, Ine, AU Rights ReservedClarifying e Lets you make sure that you understand the message e Ask the client to repeat the message. e If possible, list important points. ao Examples: * “Let me see if | understand what you said.” * “Are you saying that you want to go home?” ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedFocusing e Limiting the conversation to a certain topic e Useful technique to use when a client rambles or wanders in thought: 0 “Let’s talk about your supper and what you ate.” ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedProfessional Communication (1 of 2) e Support workers are valued members of the health care team, and it is important that they act professionally at all times. e Animportant part of professionalism involves professional communication. 0 Avoid slang terms and swear words. 0 Follow workplace etiquette. 0 Respect confidentiality. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedProfessional Communication (2 of 2) Be selective about what you post on social media sites Be mindful of the difference between a professional relationship and friendship Knock on closed doors before entering Address your client by courtesy title (e.g., Mr. Mrs. Ms. and their last name) 2022 Elsevier, Ine, AU Rights Reserved 22Confidentiality e Only pertinent information should be shared with other team members who are providing direct care to the client. e Avoid talking about a client in common areas (e.g., stairwells, lunchroom, parking lot, etc.). e Confidentiality extends to your personal time: a Itis inappropriate to post pictures of your clients. or to discuss clients on a social media site. ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedCommunication Barriers (1 of 2) Some communication barriers, such as vision and hearing problems, cannot be avoided. You must learn to work around these. Cultural differences can also interfere. Clients may attach different meanings to verbal and nonverbal communications. Illness can interfere with communication. Environmental barriers (e.g., loud noises or poor lighting) ‘Copyright © 2022 Elsevier, Ine, AU Rights Reserved 24Communication Barriers (2 of 2) e Avoidable Barriers: Interrupting Answering your own questions Giving advice Minimizing problems Using patronizing language Failing to listen oo0 00 0 0 See textbook Box 9.1: Avoiding the Use of Patronizing Language 2022 Elsevier, Ine, AU Rights Reserved 2Defence Mechanisms e These are used subconsciously in communication with others in order to delay or avoid uncomfortable feelings. e Short-term or long-term, positive or negative means of coping. 0 Denial, displacement, fantasizing, passive-aggressiveness, projection, rationalization, regression, repression, submissiveness, suppression ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedCommunicating With Angry People e Anger is a common response to illness and disability. 0 Can be communicated verbally or nonverbally. 0 Demonstrated by raised voices, rapid speech, clenched fists, refusal to speak or answer questions e Good communication is important to prevent and deal with anger. 0 See textbook Box 9.2: Communicating With an Angry Client 2022 Elsevier, Ine, AU Rights ReservedCommunicating Assertively e Assertiveness—thoughts and feelings are expressed positively and directly without offence to others. e Stand up for your rights while respecting the rights of others. e Beconfident, calm, and composed 0 See textbook box: Case Study; Communicating Assertively ‘Copyright © 2022 Elsevier, Ine, AU Rights ReservedExplaining Procedures and Tasks (1 of 2) e Clients feel safer and more secure if they know or understand what is to be done. e Explain: 1 2 3. 4 Describe to the client the steps in the task. Show the client how to do each step. Have the client try each step. Review the client’s success with each step. ‘Copyright © 2022 Elsevier, Ine, AU Rights Reserved 2Explaining Procedures and Tasks (2 of 2) e Give clear, precise explanations and instructions. e Organize your thoughts before you speak. e Give the client a chance to discuss the task. e Recognize that people learn in different ways. 0 See textbook Box 9.3: Guidelines for Assisting Clients With Their Tasks ‘Copyright © 2022 Elsevier, Ine, AU Rights Reserved 30Communicating With Clients who Have Dementia e Assist clients to maintain their sense of dignity and their identity. e Think before you speak. e Speak clearly, calmly, and at a slightly slower pace, and avoid raising your voice. e Try to be positive, avoid asking too many direct questions, and try not to ask the person to make complicated decisions. 0 See textbook Box 9.4: Tips for Communicating With Someone With Dementia ‘Copyright © 2022 Elsevier, Ine, AU Rights Reserved 3