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CHCCOM403A Use targeted communication skills to build relationships


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Title: CHCCOM403A Use targeted communication skills to build relationships

CHCCOM403AUse targeted communication skills to
build relationships
Communicating effectively
  • Communication is getting a message from one
    person to another.

  • Spoken communication includes 3 main parts
  • 1. Sending a message
  • 2. Listening
  • 3. Understanding the message

(No Transcript)
  • Communication skills
  • Listen carefully and show empathy
  • Give relevant and timely feedback
  • Facilitate agreement between others
  • Show cultural sensitivity
  • Resolve conflicts
  • Interpret situations correctly
  • Negotiate solutions

  • Active listening involves
  • attending to what the person is saying
  • acknowledging you have heard them
  • probing for more information
  • paraphrasing the information
  • reflecting the feelings expressed
  • summarising the full story.

  • Any formal meeting that involves someone asking
    questions of another person or group of people is
    termed an interview.

  • Universal Declaration of Human Rights
  • All people are equal
  • All people should be free from discrimination
  • No-one should have their privacy, family, home or
    mail interfered with
  • No one should experience attacks on their honour
    or reputation
  • Everyone has the right to freedom of thought,
    conscience and religion
  • Everyone has the right to freedom of opinion and

  • Workplace procedures for interviews may require
    you to
  • sign a confidentiality and disclosure statement
  • correctly manage national police clearances
  • allow staff and clients to bring an advocate to
    an interview
  • document interviews.

  • Interview procedure
  • Introduce all interview participants
  • Explain how you will conduct the interview
  • Explain that there will be an opportunity for all
    participants to ask questions
  • Ask questions and record the responses
  • Discuss any issues or concerns that have been
  • Summarise the outcomes of the interview
  • Identify any follow-up action required

The following could impact on a persons
individual communication needs
  • Past experience
  • Cultural background
  • Self-image
  • Emotional state
  • Interests
  • Physical condition
  • Perceptual ability
  • Listening skills
  • Age
  • Behaviour
  • Development
  • Intellect
  • Social adaptation

  • Procedures for completing documentation
  • Is there a standard format for external letters?
  • Is there an email etiquette policy?
  • Is there a procedure for promotional materials?
  • Where are completed incident forms filed?
  • Is there a list of standard abbreviations for use
    in progress notes?
  • Who has authority to sign various documents?

Effective communication strategies
  • Interpreters convert what someone says into
    another language.
  • Translators convert the written word from one
    language to another.

  • Other people who may be used if a professional
    interpreter is not available
  • Staff members
  • Community groups
  • Other people in the care facility
  • Volunteers
  • Family members
  • Friends

  • Coaching steps
  • Identify where the person needs to improve
  • Schedule coaching
  • Prepare a coaching plan for each session
  • Undertake evaluation
  • Set new goals

  • The following methods may be used to maintain
    active participation in networks
  • Maintaining active participation in relevant
  • Keeping in regular contact
  • Maximising benefits at conferences, seminars and
  • Actively representing your organisation
  • Following up

Constructive interactions
  • Tips for effective nonverbal language
  • Stand with an open and relaxed posture
  • Give the other person some space
  • Maintain eye contact without staring
  • Nod when the person is speaking
  • Lean slightly forward to show interest

  • Potential causes of conflict include
  • reaction to a stressful situation
  • communication problem
  • issue with the immediate environment
  • client feeling unsupported
  • physical or mental problems
  • service is not meeting the clients needs
  • workers do not understand the clients cultural
  • client feels afraid, frustrated, angry
  • client feels conflict is the only way they can
    deal with issues.

  • Negotiation techniques
  • Identify a safe place for the negotiation
  • Clarify what the conflict is about
  • Be prepared to listen to the person
  • Assert your needs clearly
  • Have a flexible approach to problem-solving
  • Negotiate calmly, respectfully and patiently
  • Reach an agreement that works for both parties

  • Your role in exploring issues
  • Establish guidelines for communication and the
  • Clarify and summarise
  • Facilitate effective communication
  • Assist parties to clearly describe the situation
    and their behaviours
  • Intervene if communication is inappropriate
  • Test and challenge proposed agreements or actions
  • Support effective decision-making

  • You should refer to an external mediator when
  • you are not impartial or are not perceived as
  • you are involved in the dispute
  • the dispute is complex and involves several
  • you feel the conflict is beyond the scope of your
    role or skills
  • conflict resolution impacts on you completing
    other parts of your job.

Facilitate discussions
  • Strategies to encourage people to participate
  • Select a problem to resolve
  • Brainstorm ideas and solutions
  • Discuss and clarify all ideas
  • Assign numbers to each idea or solution
  • Vote on priority of the idea or solution
  • Assign rankings to each potential solution
  • If no clear preferences emerge, repeat the

  • Personality types in meetings
  • Talker
  • Silent one
  • Wanderer
  • Bored one
  • Arguer
  • Shy one

  • You can support the specific communication needs
    of individuals in group communication by
  • using aids and techniques for people who use
    alternative communication to speech
  • using sign language
  • using spoken language interpreters
  • ensuring written information is accessible
  • ensuring written information is translated when
  • using specialists if you are unable to meet the
    individual needs of participants.

Communication strategies for clients who present
communication challenges
  • Specific communication barriers
  • Past experience
  • Cultural background
  • Self-image
  • Closed or unreceptive attitudes
  • Emotional state
  • Mistrust or misunderstanding
  • Physical disability
  • Listening skills
  • Age
  • Religious and spiritual needs

Common listening blocks
  • Comparing
  • Mind-reading
  • Rehearsing
  • Filtering
  • Judging
  • Dreaming
  • Identifying
  • Advising
  • Sparring
  • Being right
  • Derailing
  • Placating

  • Tips for communicating with people with a
    hearing impairment
  • Read the care plan
  • Identify recommended communication strategy
  • Turn off the radio and TV
  • Face the person directly
  • Do not chew or drink while talking
  • Dont put your hand over your mouth
  • Speak at normal volume

  • Tips for communicating with people with visual
  • Read the care plan
  • Identify recommended communication strategy
  • Introduce yourself and use their name
  • Let the person know when you are leaving the room
  • Describe the layout of the room if appropriate
  • Encourage the client to be as independent as
  • Let the client know if you need to touch them
  • Do not touch their belongings without permission
  • Offer to read to them
  • Explain what you are doing

  • Tips for communicating with people with Aphasia
  • Read the care plan
  • Identify recommended communication strategy
  • Allow plenty of time
  • Be patient
  • Ask them to repeat anything you do not understand
  • Do not try to guess what the client is saying
  • Let them finish sentences
  • Point to things or mime
  • Use a communication board

  • Tips for communicating with people with dementia
  • Read the care plan
  • Always approach face-to-face
  • Use normal volume
  • Make eye contact
  • Dont move hands too much
  • Make sure there are no distractions
  • Be aware of personal space
  • Be calm
  • Keep sentences short and simple
  • Be patient
  • Do not speak about the person as if they are not
  • Only ask simple questions