Be There: People Come First

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