1. CHCCS411A Work effectively in the community sector

2. 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

3. 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

4. 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..

5. Specific communication skills Teamwork Empathy Active listening Assertiveness Objectivity

6. 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.

7. Effective listening Stop talking Put the speaker at ease React appropriately Concentrate Avoid distractions Don’t argue mentally Avoid making assumptions

8. Effective listening Listen for main points Share communication Ask questions Use active listening skills Listen with an open mind Listen with empathy

9. 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. “Try not to get upset, it will only make you feel worse” 2. “It’s important to remember that she has dementia and really can’t help it” 3. “You feel frustrated with Betty and embarrassed about being late”

10. 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

11. Communication methods Listening- most important Paraphrasing Direct questions Open ended questions Clarifying Focusing Silence

12. 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