COMMUNICATIONS AND THE CAREGIVING PROCESS
INTRODUCTION
Effective communication happens when the intended
meaning of the sender and the perceived meaning of the
receiver are the same.
Carers need to have exceptional communication skills, as
communicating information with clients, families and
stakeholders improves the service delivery.
With the above in mind, this unit will present you with the
skills necessary to become an effective, efficient
communicator, for the benefit of your (potential) clients.
VERBAL COMMUNICATION
Successful verbal communication occurs when an individual uses a
combination of words or writing in order to pass on information to a
specific recipient.
Sign language and braille are considered forms of verbal
communication.
Braille is the writing system that uses raised dots, designed for
touch by the human fingers, to express the letters of the alphabet
and hence communicate in written form.
NON VERBAL COMMUNICATION
Successful non-verbal communication occurs when an individual does not use words and still
successfully passes on information to a specific recipient.
There are several categories: facial expressions, head movements, hand and arm gestures,
physical space, touching, eye contact, and physical postures.
Even a person’s emotions or how they dress can influence the communication process. As much as
90% of communication can be non-verbal.
Carers need to be aware of their own and their client's non-verbal language as this is a form of
communication.
COMMUNICATIONS AND THE CAREGIVING PROCESS
ASSERTIVE COMMUNICATION
A. AGGRESSION
Aggressive communication may be physical, non-verbal, or verbal
and can be used to humiliate or demean another person with, for
example, profanity or blaming.
Why People Communicate Aggressively
• They anticipate being attacked and overreact aggressively.
• They are provoked and react spontaneously.
• They are initially non-assertive. Their anger builds until they
explode.
• They have been conditioned to use aggressive behavior as a way of
getting what they want or as a defense mechanism.
• They never learned the skills for being assertive.
Consequences of Aggressive Communication
• They get their own way but often alienate others.
• They are often lonely and feel rejected.
• They receive little respect from others.
• They may develop high blood pressure, ulcers and even have a heart attack.
B. PASSIVITY
The word passive refers to “not resisting”. A verbally passive
person keeps quiet and may withhold feedback. This makes
communication more difficult.
Why People Communicate Passively
• They believe they have no rights.
• They fear negative consequences.
• They do not know how to communicate their needs.
• They were socialized to always be compliant and accepting.
Consequences of Passive Communication
• They avoid conflict but often appease others.
• They lose self esteem.
• They develop a growing sense of anger and hurt.
• They may develop headaches, ulcers, backaches and other symptoms.
COMMUNICATIONS AND THE CAREGIVING PROCESS
C. ASSERTIVENESS
Assertiveness is the ability to say what you want
to say, but still respect the rights of others. You
are not a doormat or a bully. When you are
assertive, you are honest about your opinions and
feelings. At the same time you try not to criticize
or put others down. As a carer, you should strive to
use assertive communication at all times.
Why Communicate Assertively?
• It is respectful of yourself and others.
• It recognizes your needs as well as those of others.
• It is constructive, honest, open, direct communication.
AWARENESS OF ATTITUDES
ATTITUDES
The attitudes we have can seriously effect our
communication with others. Our attitude towards
ourselves determines, to a large extent, how we
communicate with others.
• If we have an unfavorable self-attitude, the
receiver may notice our uneasiness.
• If we have a favorable self-attitude, the receiver
may notice our self-confidence.
• When favorable self-attitude is too strong, receivers can sense falsehood or obnoxiousness. This
can be overbearing for the receiver and result in a defensive or hostile reaction.
BEHAVIOUR
Attitude toward the receiver and the receiver's attitude toward the sender influences
communication. Our messages are different when we communicate the same content to someone
we like than to someone we dislike.
We also structure our messages differently when talking to someone in a higher position than ours,
in the same position, or in a lower position, regardless of whether we like them or not.
COMMUNICATIONS AND THE CAREGIVING PROCESS
It is important to maintain a positive and professional attitude with your clients, despite your
attitude and emotions and your client's.
BARRIERS TO COMMUNICATION
Poor listening skills contribute to poor communication.
Listening involves not just hearing the message, but the
ability to understand, evaluate and respond. As a carer, you
need to be an active listener.
Steps to improving your listening skills:
COMMUNICATIONS AND THE CAREGIVING PROCESS
COMMUNICATION TECHNIQUES
THERAPEUTIC
Therapeutic communication is a process designed to
involve the client in conversation that is beneficial to his or
her physical or mental well-being.
Good communication between the carer and the client is
important to provide services that meet the needs of the
person.
Some useful techniques to promote therapeutic
communication with a client include:
•Use open-ended comments to encourage conversation.
•Learn more about the person to meet the person’s needs.
•Use paraphrasing or reflective responses to clarify
information.
STRATEGIES
Therapeutic Communication Strategies:
Open-ended questions let patients engage in the conversation and share information. It gives them
the chance to tell you what is important to them. Closed-ended questions are answered by “yes” or
“no”, e.g. Did you eat breakfast today? Are you feeling okay?
Open-ended questions ask for more detail:
• What did you have for breakfast today?
• Could you describe how you are feeling today?
“I” MESSAGES
It is recommended to use “I” messages instead of “You” messages.
You-messages can put the blame on the others, but an I-message
is assertive. It shows that you take responsibility for your own
feelings.
You-message: You make me worry when you don’t talk to me.
I - message: I feel worried when I cannot communicate with you.
COMMUNICATIONS AND THE CAREGIVING PROCESS
REFLECTION
Using reflective responses can help the speaker to clarify their intentions. There are several specific
techniques you can use:
A. Restate what the speaker has said.
B. Pay attention to feelings.
C. Don’t guide the conversation or make suggestions.
RESPECT AND CONFLICT MANAGEMENT
Conflict Resolution
Sometimes a client or family member gets upset
when you are in the home. It is important for you
as the carer to not get angry. You must be polite
and professional and you must respond in a way
that is not threatening. Use the following tips to
resolve conflict in a professional manner:
Conflict Resolution Strategies
• Listen intently. This lets the person know that what they have to say is important.
• If the person knows that what they have to say has value, they will begin to calm down.
• Do not respond with anger or become defensive. Try to see things from their perspective.
• Once they see you are an ally and not an enemy, you can communicate better with them.
Respectful Communication
The most basic form of communication is using a client’s name. Some people want you to use their
first name, others prefer to be addressed formally. As a carer, you should ask your client how they
would like to be addressed.
It is also important to treat adults as adults. As a carer, you may work with people who have a
hearing or speaking disorder. Perhaps they take longer to respond. Sometimes you may have to
repeat yourself. However, it is disrespectful to treat an adult person as a child. Other ways of
showing your clients respect include:
• Do not talk down to a person who has language difficulties.
• Use adult language; don’t use baby talk.
• Use adult words. For example, adults use “briefs” (not diapers).
• Choose adult books and TV programs for your clients.
• Let each person make choices. Don’t decide for them.
