Transcript CHCCS411A_communication2

CHCCS411A
Work effectively in the
community sector
Elements of competency
1.Work ethically
2.Communicate effectively in a community work or service delivery
setting.
3.Work effectively within the community services
4.Demonstrate commitment to relevant values and philosophy
underpinning work in the sector
5.Maintain professional standards
6.Take responsibility for personal skill development
7.Reflect on own practice
Element 2
Communicate effectively in a community
work or service delivery setting

Develop, review and revise personal skills

Ensure accurate workplace communication

Recognise individual and cultural differences

Communication is person centred

Resolve conflict
Communicating in the workplace
Effective communication requires• Respect- promotes dignity & rights of the person
• Person centred- person not the disease
• Empowering – focus on persons gaols, advantages and
positive attributes.
• Responsive communication-reflective of the individual’s
needs such that communication adapts to meet needs,
cultural/aged/disability/educational/language etc..
Specific communication skills
• Teamwork
• Empathy
• Active listening
• Assertiveness
• Objectivity
Listening
True listening requires us to temporarily set aside
our own thoughts , expectations, biases and
desires and concentrate on what is being said and
experience the world from the speakers point of
view.
Effective listening
Stop talking
Put the speaker at ease
React appropriately
Concentrate
Avoid distractions
Don’t argue mentally
Avoid making assumptions
Effective listening
Listen for main points
Share communication
Ask questions
Use active listening skills
Listen with an open mind
Listen with empathy
Sam was very frustrated. He was describing to the aged care
worker how his wife Gloria, who has dementia and requires
intensive help with most of her ADL’s, often refuses to accept
his help.
Consequently, they are usually late for appointments and Gloria
is inappropriately dressed. Sam says that he finds this
embarrassing.
Which of the following responses from the aged care worker
represents effective reflective listening skills?
1.
2.
3.
“Try not to get upset, it will only make you feel worse”
“It’s important to remember that she has dementia and really
can’t help it”
“You feel frustrated with Betty and embarrassed about being
late”
The last response is the only response that uses
reflective listening.
It alone involves putting yourself in the other person’s
situation (empathy) and focusing on what they are really
feeling, not on what you think is the logical or correct
way to feel about Betty’s behaviour.
Betty does have dementia and she does not have control
over her behaviour.
Many carers find it frustrating trying to cope and need
to be able to express their feelings openly without fear
of criticism. Expressing feelings can relieve stress
Communication methods
• Listening- most important
• Paraphrasing
• Direct questions
• Open ended questions
• Clarifying
• Focusing
Inter-cultural communication

Identify the languages understood and written

Use plain English

Speak slowly and clearly

Use visual communication aids

Observe body language

Be patient