1. Communication Skills For IHSS Providers Linda Ayala PA for IHSS in Alameda County

2. Discuss what is Communication Discuss what topics in Communication are important for Providers Present ideas, exercises and handouts used in Al. Co. Share resources available from other PAs Goals:

3. What is communication?

4. What Communication Skills do Providers need? Brainstorm

5. IHSS Providers need the following Communication Skills: Confidentiality Listening Stating needs/concerns Open body language Problem resolution Dealing with anger Communication with a consumer with a speech, hearing or cognitive impediment Language and cultural differences Understand feelings behind words

6. Respect Use with both consumers & providers Handout developed by consumer & provider group Can cover it as a brainstorm exercise in small groups. Each group writes out responsibilities on sheet of easel paper. Review lists and compare with our list. Consider this a base for good communication. Helps define all important “respect.”

7. Listening More important than what you say! Understand what is said and feelings behind what is said (see handout ) Look at body language Ask clarifying questions Culturally defined!! Can practice active listening in pairs. Each side sharing a difficult issue – mostly works with Anglo-Saxon culture

8. Problem Resolution “I” Statements –ISSUE – describe from the “I” perspective, not accusing. –FEELING – describe how the issue effects you –NEED – give an idea of what could make the situation better –CONVERSATION – be open to discuss other solutions that could meet your need PRACTICE!! – with reflection... Handouts

9. Communication Challenges Anger Different language/culture Speech impediment Short-term memory loss

10. Other Handouts Journeyworks Publishing: –“Dealing with Anger” –“Making Communication Easier” People BINGO – Ice Breaker Effective Communication “Suggestions for talking to your Consumer about work conditions” (focus on job safety)

11. What other topics, exercises, handouts do PAs use? Butcher paper list...