Topic 1: Communicate effectively with people

Effective communication aims to achieve a shared understanding of thoughts and ideas through the exchange of information. How this information is exchanged and interpreted will vary greatly based on the skills and the knowledge of the participants.

It is important to remember that everyone has a unique communication style and that tailoring the message to the individual’s needs will decrease the risk of misunderstanding.

Effective communication is tailored, clear, easily understood and employs active listening and clarification techniques.

In community services, the most important thing to remember when exchanging information is not to assume you understand or have been understood until you have taken the time to confirm the understanding is correct with each participant.

1A	Use verbal and nonverbal communication to enhance understanding and demonstrate respect
1B	Communicate service information in a manner that is clear and easily understood
1C	Confirm the person’s understanding
1D	Listen to requests, clarify meaning and respond appropriately
1E	Exchange information clearly in a timely manner and within confidentiality procedures