Effective Interpersonal Communication Skills

Interpersonal Communication

• Interpersonal communication involves the exchange of information between two people, often face-to-face.
• In interpersonal communication, each person acts as both the sender and receiver of information.
• Feedback is when the receiver provides information in response to the message.
• Mistakes may happen if the message is misinterpreted or not understood by the receiver.
• It is important to understand and respect the individual, their culture, and their religion.
• Stresses, problems, and frustrations can impact how a message is sent and received.

Communication Process

• Good interpersonal communication is essential for providing safe and effective care.
• Health care teams must share information about client care, treatment, and the client's response.
• Communication allows you to get to know your client and express your thoughts and ideas

Factors Influencing Communication

• Numerous factors influence communication, including perceptions, experience, confidence, physical and mental health, mood and emotions, values, beliefs, cultural influences, gender, age, and digital communication

Verbal Communication

• Messages are sent through spoken words in verbal communication.
• Choose words carefully and be aware of how emotions can impact communication.
• Use simple, everyday language and speak clearly, slowly, and distinctly
• Use visual cues and control the volume and tone of your voice.
• Be brief and concise, present information logically, and ask one question at a time.
• Determining understanding is key and don't pretend to understand if there is confusion.

Humour

• Humour is an important and often underused communication technique.
• Laughter reduces tension, promotes trust, and encourages bonding.
• Ensure humour is appropriate to the client's culture and situation.

Nonverbal Communication

• Messages that do not use words.
• Messages are conveyed through body language, touch, and silence.
• Nonverbal messages often reflect a client's feelings with higher accuracy than words.
• Active listening is a nonjudgmental communication technique for understanding the client's message, emotions, and feelings.
• Body language includes posture, appearance, facial expressions, eye contact, gestures, and body movement.
• People communicate messages through their body language.
• Be aware of clients' body language and be mindful of one's own body language to show interest.

Touch

• Touch conveys warmth, comfort, affection, trust, concern, and reassurance.
• The meaning of touch depends on a person's age, gender, life experience, and culture; some people may not like being touched.
• Touch should be gentle, not hurried or sexual.
• Always ask for permission before touching a client's body or possessions.

Silence

• Silence conveys messages.
• It can communicate acceptance, rejection, fear, or a need to think.
• During sad times, words may not be necessary.
• Silence can be useful when making difficult decisions or when a person is upset

Communication Methods

• Active listening involves paying close attention to what clients are saying and their nonverbal communication.
• Active listening involves listening to the content, intent, and feelings behind the words.
• Showing interest and care is a key part of active listening.
• Face the client, make eye contact, lean in, respond, and avoid communication barriers.
• Paraphrasing involves restating the client's message in your own words.
• Paraphrasing shows listening and understanding, and promotes further communication.
• Empathetic listening means being open to understanding others' experiences and feelings.
• It can reduce loneliness and build trust, but avoid thoughtless responses.

Open-Ended and Closed Questions

• Open-ended questions invite clients to share thoughts, feelings, or ideas.
• They promote detailed responses and provide more information.
• Encourage client discussion with open-ended questions.
• Closed questions focus on specific information, some having "yes" or "no" answers.
• Clarifying ensures you understand the message correctly.
• Ask the client to repeat the message and list important points if possible.
• Focusing limits the conversation to a certain topic for clients who ramble.

Professional Communication

• Support workers act professionally as valued members of the health care team.
• Professional communication is an important part of professionalism
• Avoid slang, swear words, and follow workplace etiquette while respecting confidentiality.
• Be selective about social media posts, respecting the difference between a professional relationship and friendship.
• Knock before entering, and address clients appropriately.
• Share pertinent information with team members directly involved in the client's care only
• Avoid discussing clients in common areas and maintain confidentiality during personal time.
• It is inappropriate to post pictures of or discuss clients on social media.

Communication Barriers

• Communication barriers, such as vision and hearing problems, must be worked around.
• Cultural differences can interfere with communication, so it is important to understand the cultures of the patient
• Clients may attach different meanings to verbal and nonverbal cues; illness and environmental barriers too can also interfere.

Defence Mechanisms

• Used subconsciously to delay or avoid uncomfortable feelings.
• Short-term or long-term, it can be a positive or negative means of coping.
• This includes denial, displacement, fantasizing, passive-aggressiveness, projection, rationalization, regression, repression, submissiveness, or suppression

Communicating With Angry People

• Anger is a common response to illness and/or disability, and it can be communicated either verbally or non-verbally
• Raised voices, rapid speech, clenched fists, and refusal to speak or answer questions are signs of aggressive behaviour
• To prevent and deal with anger, good communication is key
• Assertiveness involves expressing thoughts and feelings positively and directly without offending others.
• Stand up for your rights while respecting others' rights; be confident, calm, and composed.

Explaining Procedures and Tasks

• Clients feel safer knowing what is to be done.
• Give clients a task
  • Describe the steps
  • Show them how to do it
  • Have them try
  • Review their success with each step
• Give precise explanations and instructions while organizing your thoughts
• Give the client a chance to discuss the task and recognize that people learn in different ways.

Communicating With Clients Who Have Dementia

• Help clients maintain their sense of dignity and identity while thinking before speaking
• Speak clearly, calmly, at a slightly slower pace, and avoid raising your voice
• Strive to keep a positive attitude, steer clear of inquiries that are too direct, and make an effort to avoid pressuring the individual to make difficult choices.

Explore interpersonal communication: exchanging information face-to-face, where each person is sender and receiver. Understand the role of feedback, potential for misinterpretation, and importance of cultural sensitivity. Learn how stress and external factors influence communication dynamics.