Chapter 9

Interpersonal
Communication

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 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.

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 Interpersonal Communication
(1 of 3)
 The exchange of information between two
people; usually face to face
 During the exchange, each person acts as both
sender and receiver.
 Often, the receiver provides information in
response to the message (feedback).
 If the receiver does not understand the message
or misinterprets it, mistakes can occur.

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 Interpersonal Communication
(2 of 3)
 You need to understand and respect the
individual.
 Accept and respect the client’s culture and
religion.
 Understand that stresses, problems, and
frustrations can affect how a message is sent
and received.

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Interpersonal Communication
(3 of 3)

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 Factors That Influence
Communication
 Numerous factors can influence
communication:
 Perceptions
 Experience and confidence
 Physical and mental health
 Mood and emotions
 Values
 Beliefs and cultural influences
 Gender
 Age
 Electronic communication and social media
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 Verbal Communication (1 of 2)
 Verbal communication is messages sent
through the spoken word.
 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.

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Verbal Communication (2 of 2)
 Be brief and concise.
 Present information in a logical manner.
 Ask one question at a time.
 Determine understanding.
 Do not pretend to understand if you don’t
understand what the client has said.

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Slide 8
 Humour
 An important and often underused
communication technique
 Research has shown that laughter reduces
tension, increases trust, and promotes
bonding.
 Ensure that your humour is appropriate to
clients and their culture.

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 Nonverbal Communication
 Messages that do not use words
 Messages are sent through body language, touch,
and the use of silence.
 Nonverbal messages more accurately reflect a
client’s feelings than words do.
 Active listening
 A nonjudgemental 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).

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 Body Language
 Body language includes posture, appearance
(jewellery/tattoos/piercings, etc.), facial
expressions, eye contact, gestures, and body
movement.
 People send messages with their body
language.
 Be sensitive to your clients’ body language.
 Be mindful of your own body language—the
way you act and move can show interest or
lack of interest.
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 Touch
 Conveys warmth, comfort, affection, trust,
concern, and reassurance
 The meaning of touch depends on a person’s
age, gender, life experience, and culture.
 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.

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 Silence
 The use of silence also conveys messages.
 It can convey acceptance, rejection, fear, or a
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.
 See textbook box: Case Study: Silence and Touch
During Sad Times

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 Communication Methods
 Active listening means paying close attention
to what clients are saying and their nonverbal
communication.
 Listening to the content, the intent, and the
feelings behind the words
 Active listening requires you to be interested
in your client and to show that you care.

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 Listening
 Listening requires that you care and have
interest:
 Face the client
 Make eye contact
 Lean toward the client
 Respond to the client
 Avoid communication barriers

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 Paraphrasing
 Restating the client’s message in your own
words
 Paraphrasing serves three purposes:
 It shows you are listening
 It lets the client see if you understand the
message sent
 It promotes further communication
 See textbook box: Case Study: Using Skills of
Paraphrasing and Questioning

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 Empathetic Listening
 Means being open to and trying to
understand the experiences and feelings of
others:
 Can help reduce feelings of loneliness
 Can create trust between you and the client
 Avoid quick, thoughtless responses (e.g., “I know
how you feel,”; “I feel sorry for you”)

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Open-Ended and Closed Questions
 Open-ended questions:
 Lead or invite the client to share thoughts,
feelings, or ideas
 Promote longer responses and give more
information than direct questions
 Encourage the client to talk:
 “Can you describe your pain?”
 “What can I do to make you more comfortable?”
 Closed questions:
 Focus on specific information
 Some closed questions have “yes” or “no”
answers.
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 Clarifying
 Lets you make sure that you understand the
message
 Ask the client to repeat the message.
 If possible, list important points.
 Examples:
• “Let me see if I understand what you said.”
• “Are you saying that you want to go home?”

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 Focusing
 Limiting the conversation to a certain topic
 Useful technique to use when a client
rambles or wanders in thought:
 “Let’s talk about your supper and what you
ate.”

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 Professional Communication
(1 of 2)
 Support workers are valued members of the
health care team, and it is important that they
act professionally at all times.
 An important part of professionalism involves
professional communication.
 Avoid slang terms and swear words.
 Follow workplace etiquette.
 Respect confidentiality.

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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)

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Slide 22
 Confidentiality
 Only pertinent information should be shared
with other team members who are providing
direct care to the client.
 Avoid talking about a client in common areas
(e.g., stairwells, lunchroom, parking lot, etc.).
 Confidentiality extends to your personal time:
 It is inappropriate to post pictures of your clients.
or to discuss clients on a social media site.

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Slide 23
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)

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Communication Barriers (2 of 2)
 Avoidable Barriers:
 Interrupting
 Answering your own questions
 Giving advice
 Minimizing problems
 Using patronizing language
 Failing to listen

 See textbook Box 9.1: Avoiding the Use of

Patronizing Language

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 Defence Mechanisms
 These are used subconsciously in
communication with others in order to delay
or avoid uncomfortable feelings.
 Short-term or long-term, positive or negative
means of coping.
 Denial, displacement, fantasizing, passive-
aggressiveness, projection, rationalization,
regression, repression, submissiveness,
suppression

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Slide 26
 Communicating With Angry People
 Anger is a common response to illness and
disability.
 Can be communicated verbally or nonverbally.
 Demonstrated by raised voices, rapid speech,
clenched fists, refusal to speak or answer
questions
 Good communication is important to prevent
and deal with anger.
 See textbook Box 9.2: Communicating With an
Angry Client

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 Communicating Assertively
 Assertiveness—thoughts and feelings are
expressed positively and directly without
offence to others.
 Stand up for your rights while respecting the
rights of others.
 Be confident, calm, and composed
 See textbook box: Case Study; Communicating
Assertively

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Explaining Procedures and Tasks
(1 of 2)
 Clients feel safer and more secure if they
know or understand what is to be done.
 Explain:
1. Describe to the client the steps in the
task.
2. Show the client how to do each step.

3. Have the client try each step.

4. Review the client’s success with each

step.

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Explaining Procedures and Tasks
(2 of 2)
 Give clear, precise explanations and
instructions.
 Organize your thoughts before you speak.
 Give the client a chance to discuss the task.
 Recognize that people learn in different ways.

 See textbook Box 9.3: Guidelines for Assisting

Clients With Their Tasks

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Communicating With Clients who
Have Dementia
 Assist clients to maintain their sense of dignity
and their identity.
 Think before you speak.
 Speak clearly, calmly, and at a slightly slower
pace, and avoid raising your voice.
 Try to be positive, avoid asking too many direct
questions, and try not to ask the person to make
complicated decisions.
 See textbook Box 9.4: Tips for Communicating With
Someone With Dementia

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Slide 31