1. This program is made possible through a collaborative community-education partnership between The Consortium for Advancements in Health & Human Services, Inc. and Kindred at Home. The primary goal of this effort is to increase public awareness and access to hospice and home health through the provision of community-based education. Contact Hours are awarded to professionals who complete this program by The Consortium for Advancements in Health & Human Services, Inc. (www.cahhs-partners.org) The Consortium for Advancements in Health and Human Services, Inc. © 2014 Communication Skills: Enhancing Direct Practice Dr. BC Farnham & Elizabeth Pugh, LBSW, CM

2. Important Information This education program for healthcare professionals was developed by The Consortium for Advancements in Health and Human Services, Inc. (CAHHS) and is facilitated by Kindred at Home via a community education partnership agreement. CAHHS is a private corporation and is solely responsible for the development, implementation and evaluation of its educational programs. There is no fee associated with receiving contact hours for participating in this program titled, Communication Skills: Enhancing Direct Practice. However, participants wishing to receive contact hours must offer a signature on the sign-in sheet, attend the entire program and complete a program evaluation form. The Consortium for Advancements in Health and Human Services, Inc. is an approved provider of continuing nursing education by the Alabama State Nurses Association, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation. The Consortium for Advancements in Health & Human Services, Inc., is approved as a provider of continuing education in Social Work by the Alabama Board of Social Work Examiners, #0356, Expiration Date: 10/31/2016. This program is Approved by the National Association of Social Workers (Approval #886684291-5171) for 1- Social Work continuing education contact hour. In most states, boards providing oversight for nursing and social work recognize contact hours awarded by organizations who are approved by another state's board as a provider of continuing education. If you have questions about acceptance of contact hours awarded by our organization, please contact your specific state board to determine its requirements. Provider status will be listed on your certificate. CAHHS does not offer free replacement certificates to participants. In the event that CAHHS elects to provide a replacement certificate, there will be a $20.00 administrative fee charged to the individual who requests it.

3. Learning Objectives To increase understanding of deliberate listening as it relates to direct practice Evaluate individual communication style by utilizing the communication style inventory To explore the elements of active listening skills to enhance direct practice

4. Communication – a Review Communication is the process of transferring information from one source to another. Communication is a process by which we assign and convey meaning in an attempt to create shared understanding

5. A learned skill Communication is a learned skill. Speaking, listening and our ability to understand verbal and nonverbal meanings are skills we develop in various ways. We learn basic communication skills by observing other people and modeling our behaviors based on what we see.

6. Learned skill….continued For many of us, we were taught communication skills directly through education and by practicing those skills and having them evaluated.

7. Three major parts There are three major parts in human face-to- face communication – Body language Tone of voice Content/words used in communication process

8. Our focus…. Today we will focus on one of the more difficult skills of communication…LISTENING As a direct practice worker, you must constantly sharpen your tool of listening to ensure you are listening for meaning

9. Why listen? How well you listen has a major impact on how effective you are in your role as a professional helper. How well you listen has an impact on the quality of your relationships with others

10. Purpose of listening Think about your purpose of listening to others – Why do you listen to others? To obtain information To understand For enjoyment To learn

11. Did you know…. We only remember 25-50% of what we hear When you talk with your clients, boss or colleagues for 10 minutes, they only really hear 2 ½ - 5 minutes of the conversation! Turn it around when you are receiving directions or being presented with information, you aren’t hearing the whole message either.

12. Wing and a prayer…. You hope the important parts are captured in your 25-50%, BUT, what if they’re not?

13. Benefits By becoming a better listener, you will improve productivity, as well as your ability to: Influence Persuade Negotiate What’s more, you’ll avoid conflict and misunderstandings – all necessary for success in direct practice!

14. Self-awareness Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you will go a long way towards creating good and lasting impressions with others

15. Communication Inventory Let’s take a few moments to conduct an individual communications style inventory What kind of communicator are you? Controller/Director Promoter/Socializer Supporter/Relater Analyzer/Thinker

16. Active Listening The way to become a better listener is to practice “active listening”. Active listening requires a conscious effort to hear not only the words that another person is saying, but more importantly, to try and understand the total message being sent.

17. Barriers Caution! The following barriers contribute to a lack of listening and understanding Don’t allow yourself to become distracted by things going on around you Don’t form counter arguments that you will make when the other person stops speaking Don’t allow yourself to lose focus on what the other person is saying

18. Helpful tip If you find it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say it This will reinforce their message and help you control mind drift

19. Acknowledge Using body language and other signs to acknowledge your involvement in a conversation reminds you to pay attention and not let your mind wander Acknowledgement can be something as simple as a nod of the head, or a simple “uh huh” – this does not necessarily mean that you are agreeing with the person, but that you are listening

20. Hear what people are saying There are five basic elements to increase your skills of being able to truly hear what people are saying

21. Pay attention Give the person speaking your undivided attention; acknowledge the message; recognize what is NOT said is also part of the message. Look directly at the person speaking Put aside distracting thoughts – don’t mentally prepare a rebuttal! Avoid being distracted by environmental factors “listen” to the speakers body language Refrain from side conversations in a group setting

22. Show that you are listening Use your own body language and gestures to convey your attention Nod occasionally Smile and use other appropriate facial expressions Note your posture and make sure it is open and inviting Encourage the speaker to continue with small verbal comments like “yes” and “uh huh”

23. Give feedback We all have personal filters that lend to our assumptions, judgments and beliefs – and these personal filters may distort what we hear. As a direct practice worker, your role is to understand what is being said. This may require you to reflect what is being said and ask questions

24. Feedback questions Use paraphrasing – reflect what has been said by paraphrasing. “What I’m hearing is….” and “Sounds like you are saying…” Ask questions to clarify certain points. “What do you mean when you say…..” Summarize the speaker’s comments periodically

25. Helpful tip If you find yourself responding emotionally to what someone said, say so, and ask for more information: “What I thought you just said is ….., is that what you meant?”

26. Defer judgment Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. Allow the speaker to finish Don’t interrupt with counterarguments

27. Respond When you listen to someone it is a model of respect and understanding. You are gaining information and perspective Respond appropriately – you gain nothing by attacking a speaker or otherwise putting him/her down Be candid, open and honest in your response Assert your opinions respectfully Treat the other person as you would like to be treated

28. The Bottom Line By improving your listening and communication skills, you will improve your workplace productivity and relationships

29. References Robertson, K., (2005). Active listening – more than just paying attention. Australian Family Physician. Vol. 34 (12), pp 994-1061. Mind Tools, (n.d.). Active listening: Hear what people are really saying. Retrieved April 15, 2009 from http://www.mindtools.com/CommSkll/ActiveL istening.htm

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