Be There: People Come First

Be There: People Come First 

The purpose of this course is to familiarize the learner with basic components of communication in the professional care environment. Information related to the basic principles of communication and how it impacts professional relationships are presented. The course engages the learner in the core principles of communication, preventing miscommunication, and ensuring that cultural factors are taken into consideration.

$15.99

Hours: 1.00
REL-PAC-0-BTPCF

Certificates

Certificates provided by accrediting body (1 Match)

Washington State Department of Social and Health Services (ALL Direct Care Workers)

1.0 HOURS


Relias Learning, LLC is approved as a Curriculum Developer by the Washington State Department of Social and Health Services. This activity is approved for 1.00 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO1933267

Course Details

Course Code: REL-PAC-0-BTPCF
Hours: 1
Type: Online Course
Content Expiration Date: 6/30/2025

Outline:

1. Introduction



a. Definition of communication 



b. Two sides of communication 



i. Sender 



ii. Receiver



c. Communication builds trust



i. Reliability



ii. Informing others



iii. Tracking and prioritizing



d. Methods of communication that result in misinterpretation



i. High-pitched voice



ii. Voice volume



iii. Speed of speech



iv. One-sided conversation



v. Grammar



e. Learning engagement: True/False questions



2. Nonverbal communication



i. Sender



1. Folded arms



2. Fidgeting



3. Wandering eyes



4. Yawning



5. Sighing



6. Eye rolling



ii. Receiver



1. Facial expressions



2. Lack of eye contact



3. Frequent position changes



4. Posture



5. Hand gestures



iii. Learning Engagement: Mix and Match nonverbal communication with meaning



3. Techniques for improving communication



a. Smiling



b. Eye contact



i. Cultural considerations



c. Greeting



i. Name use



ii. Terms of endearment



iii. Unique to person being greeted



d. Speaking clearly



e. Positive body language



f. Case Scenario: Ben is home caregiver for new client



4. Focusing on client 



a. Distractors 



i. Technology



ii. Distance



iii. Noise



iv. Comfort 



v. Safety



vi. Topic deviation



1. Case Scenario: Lisa changes topic without warning



5. Active listening



a. Listen with a purpose



b. Repeat back to show understanding



c. Summarize



d. Nonverbal active listening



i. Nodding 



ii. Smiling



iii. Squeezing one’s hand



iv. Furrowing brow



v. Head position



e. 10 rules of active listening



i. Stop talking



ii. Create a space



iii. Hold judgment



iv. Don’t be label reader



v. Keep an open mind



vi. Focus on speaker



vii. Visualize what’s being said



viii. Remember names



ix. Summarize and ask questions



x. Be aware



6. Ending communication



a. Saying goodbye



b. Learning Engagement: Case Study



7. Miscommunication



a. Listen carefully



b. Paraphrase and get clarification



c. Apologize and accept responsibility



d. Discover expectations



e. Prevention tactics



i. Anticipate



ii. Don’t forget



iii. Don’t wait to be reminded



iv. Give a status report



v. Don’t mislead



vi. Confirm who is handling the problem



vii. Offer more



f. Case Scenario: Effective communication about a lost sweater



8. Additional considerations



a. Respect personal space



b. Respect personal belongings



c. Respect living space



d. Respect privacy



e. Keep it about the client



f. Show cultural sensitivity



9. Summary


Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.