Summary
- Communication is important in a care environment, as it affects nearly every task performed. It is important to show respect for diversity when communicating with a person with support needs, other staff members, other care professionals, family members or other people who come to visit.
- There are several methods of communication. Always use the most appropriate method for the situation.
- When communicating with people from diverse backgrounds and situations, you need to show empathy and understanding. Always be courteous and polite. Include everyone and use words that everyone can understand. If you watch and listen, you can learn a lot about what the other person is trying to say. Above all, be honest. If you have a problem understanding someone, speak to your supervisor.
- You need to use both verbal and non-verbal communication to establish effective relationships. Understand how people are different. Often what is ‘not said’ carries more meaning than the words.
- You also need to establish other people’s confidence in you and build a mutual trust.
- It is a good idea to regularly evaluate your communication skills to work out what you can improve.
- There are many strategies you can use to overcome a language barrier if this is preventing you from communicating effectively. These include use of imagery, information in the person’s first language or multilingual staff members.
- Sometimes you will need to seek assistance from an interpreter. When choosing an interpreter you need to consider whether you need to use a person from the same culture or gender, and whether you need a language or a cultural interpreter.
- Although a professional interpreter is always the best option, other people may be used if they are not available, for instance other staff members, volunteers, family members or friends.
- Confidentiality is extremely important when using an interpreter. The Privacy Act 1988 (Cth) contains the laws and requirements for privacy and confidentiality in the care environment.
- When working with an interpreter, realise that the conversation will take longer as everything needs to be said twice. Yes, using a professional interpreter costs money, but it is often the most appropriate and effective method of obtaining information.
