1. Communication

2. Verbal & Nonverbal Communication Nonverbal Communication Involves: eye contact, gestures, posture, body movements, and tone of voice. Verbal Communication Involves: speech and written word  Tone, enunciation, pauses, loudness, emphasis, word choice, these can all be used while speaking

3. Objective & Subjective Observations Objective Observations What you observe with your senses Subjective Observations How you feel about or interpret something

5. Communicating Effectively 1. Good Listening Skills will help you avoid misunderstandings  ask questions when you need more information  paraphrase - summarize what the speaker has said. 2. Responding Effectively  be specific, descriptive, and tactful  positive feedback provides reinforcement  negative feedback must include WHY you disagree, making sure the speaker knows you are not attacking him or her personally.

6. Continued… 4. Assertiveness (express feelings honestly and directly)  Be assertive not aggressive. Aggressive people try to impose their position on others 5. Managing Stress  Stress is a barrier to good communications with clients, coworkers, family, and friends.  Stress is also dangerous to one’s own health.

7. Barriers To Communication Sender not heard correctly Resident cannot hear you Resident difficult to understand Words too technical Use of slang and clichés Resident becomes defensive Different language

8. Problems and Conflicts Address the problem  be specific, stick to the problem  confront the issue not the person  be objective Generate possible solutions together Decide on a solution - compromise  Take action - establish goals, evaluate progress, and make necessary changes

9. “The best solution to a problem is the most simple one that creates no new problems.” ---Marilyn Vos Savant Parade Magazine 4/16/89

10. Hearing Impairment Make sure hearing aid is on and working. Reduce or remove noise. Get residents’ attention first. Speak clearly, slowly, and in good lighting. Do not shout or mouth words in an exaggerated way. Speak to side with better hearing. Use short sentences and simple words. Repeat what was said using different words if necessary. Be patient and empathetic.

11. Vision Impairment Make sure glasses are on, clean, and in good condition. Identify self when entering room. Tell resident what you are doing. Talk directly to resident. Provide good lighting. Orient residents to new areas. Tell resident where the call light is. Use imaginary clock as a guide. Do not move items. Put anything you move back where it was found. Leave door completely open or closed. Encourage use of other senses.

12. CVA/Stroke Keep questions and directions simple. Phrase questions that can be answered with a “yes” or “no.” Agree on signals. Give residents plenty of time to respond. Use a pencil and paper if possible. Use terms “weaker” or “involved” to refer to weaker side (instead of your “bad” side). Keep call light within reach. Use pictures, gestures, or pointing.

13. Combative Behavior Block blows or step out of way. Stay calm. Lower tone of voice. Be flexible and patient. Do not respond to verbal attacks or argue. Do not use gestures that could frighten or startle resident. Be reassuring and supportive. Find out what provoked resident. Leave resident alone if it’s safe.

14. Angry Behavior Stay calm. Do not respond to verbal attacks or argue. Empathize. Try to find out the cause. Be respectful. Explain what you are going to do. Answer call lights promptly. Stay at safe distance.

15. Activity You will be divided into groups of 3-4 and assigned a specific communication barrier. Develop a skit that shows incorrect communication strategies first and then the correct method to communicate second. Remember to think “outside the box” to what may work for your patient. Make your demonstration memorable!