PSAR 2023-24 Lifesaving Communication PDF

Public Safety and Aquatic Rescue training manual - 35th Edition_en Module 8 – Communication Communication Public Image Verbal communication Non-verbal communication Graphic communication Selecting an appropriate communication tool ly Social media on Building relationships 4 Communicating with an agi...

Public Safety and Aquatic Rescue training manual - 35th Edition_en Module 8 – Communication Communication Public Image Verbal communication Non-verbal communication Graphic communication Selecting an appropriate communication tool ly Social media on Building relationships 4 Communicating with an agitated person /2 Routine communications for lifesavers 20 23 Module 8 – Reflective Questions C om pe tit io n us e -s ea so n Communication Communication is used to send and receive messages in a variety of forms. Effective communication means giving and receiving information in a way that is clear and easily understood by both the communicator and the receiver. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 383 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en As SLSA is an organisation that provides expert advice and service to the public and other organisations, it is essential that lifesavers use effective communication methods when: clarifying details, roles and responsibilities completing documentation communicating with an agitated person educating and informing other SLS members informing members of the public about hazards and safety learning new procedures ly offering assistance on performing rescues, alone or in a team 4 providing feedback /2 resolving conflicts 20 23 working as a member of a team C om pe tit io n us e -s ea so n working with other safety organisations and emergency services. Effective Communication Effective communicators understand that different language is used in different situations. The language used changes depending on the following considerations. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 384 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en 1. What we are communicating about—what is the message? 2. Who we are communicating with—the number of people, their language skills and the relationship we have with them (the target audience)? 3. How the communication takes place—what is the method of communication, is it verbal or non-verbal? 4. Where and when the communication takes place—what is the location and timing? ly To communicate effectively, we have to match our language to the situation. We need to clearly work out the: on why why—reason for the communication what what—what we are going to communicate 4 who who—audience of the communication /2 how how—best form of the communication C om pe tit io n us e -s ea so n 20 23 when when—best time to communicate. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 385 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en 20 23 /2 4 on ly Methods of Communication You will use some or all of these communication methods when you are: communicating face to face or over long distances -s ea so signalling to your patrol team members n recording information and filling in forms such as patrol logs and incident report forms using different communication tools like radios, phones, sirens, whistles, emails and social media platforms using flags and signs containing symbols to help the public safely enjoy the beach us e using gestures to help the public understand your message, such as pointing in the direction you want people to move io n wearing a uniform to identify yourself performing a role. pe tit Public Image C om One of the most important parts of communication is the first impression you give to the public and other organisations. Ultimately this is about gaining respect for your role in the public eye. Respect can be gained by having a good appearance, a professional attitude and good communication skills. But respect can easily be lost, and it can take a long time to regain. Lifesavers are easily identifiable when in their red and yellow uniform and they should give people the message that they care. It is important that your dress and actions when performing in the role of a lifesaver convey a message of safety. For example: demonstrate respectful and effective communication demonstrate safe behaviour like swimming between the flags, taking care in powercraft wear sun-safe clothing and promote sun-safe behaviour (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 386 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en wear water-safe clothing such as life jackets, patrol skull caps and helmets where appropriate. /2 4 on ly Good public image examples C om pe tit io n us e -s ea so n 20 23 Poor public image example Verbal communication There are five key skills that you must understand and master to be an effective communicator. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 387 of 479 -s ea so n 20 23 /2 4 on ly Public Safety and Aquatic Rescue training manual - 35th Edition_en us e When communicating verbally, you should: io n concentrate on important ideas and supporting points, such as those given in a training session pe tit exchange information—you might ask questions for clarification about an incident or give instructions/explanations to a member of the public or a patrol team member listen to spoken presentations or explanations and patrol briefings C om participate in open-ended discussions with individuals or in a group, to clarify issues or solve problems. You also need to: check that your message was understood by paraphrasing and getting feedback from the receiver ensure that the instructions received are acted upon within an agreed timeframe and meet operational requirements ensure that instructions are relayed clearly, concisely and accurately encourage and acknowledge the participation of other team members ensure confidentiality is observed in accordance with SLS policies and procedures (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 388 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en make sure that the message has a clear structure make sure that you have defined and accepted chains of communication, e.g., patrol member to patrol captain seek clarification of instructions from the appropriate person use enough words to ensure that your message is understood, but not too many for the receiver to understand us e -s ea so n 20 23 /2 4 on ly use recognised or shared terms and language. pe tit io n Active listening skills om To be effective in spoken communication, you also need good listening skills. There are three levels of listening; you should aim for the third. C Non-hearing—when we are not taking in what is said. We make noises, for example, 1. Non-hearing um, ah, or perhaps nod encouragingly, but do not really listen. 2. Hearing Hearing—we hear it all and can even remember little bits of the conversation, but we probably cannot respond adequately. We may say ‘yes’ or ‘no’ and nod occasionally. 3. Listening and thinking thinking—we hear and think about what is being said without tuning out. We paraphrase and respond appropriately to what is communicated to us. We really take it in. Barriers to verbal communication There are many barriers that get in the way of effective verbal communication. We can help (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 389 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en recipients of our spoken communication by recognising and avoiding barriers. Actively listen to and acknowledge them to make sure you understand what they are telling you. Avoid conflict with them. Do not make assumptions about them or their beliefs or feelings on an issue. Make sure that background noise does not prevent them hearing the message, e.g., crowd noise, waves, outboard motors. Use appropriate tone, emphasis and volume. C om pe tit io n us e -s ea so n 20 23 /2 4 on ly Use language appropriate to their level of language skills and understanding and use other methods of communication if necessary. If you are speaking to a person who has English as a second language, do not use jargon. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 390 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly Non-verbal communication us e Communication is more than just words and active listening. In fact, words are only a small part of communication. om pe tit io n Non-verbal communication plays an important part in the overall communication process. You need to be aware of and seek feedback on your own non-verbal communication skills in addition to recognising and reading those of others. In situations where you are trying to communicate with someone who does not speak the same language as yourself, or has a hearing impairment, non-verbal communication will be the main form of communication. C We send non-verbal signals through our actions, facial expressions, gestures, posture and appearance. These can help or hinder communication and influence the effectiveness of our message, especially with children and people who are hearing impaired or speak a different language. Non-verbal signals sent by the receiver of our message can tell us whether our message is being received or not, and whether it has been interpreted as we intended or not. It is important to be able to understand non-verbal messages, especially when working with large crowds and with distressed people. The following examples of non-verbal communication forms can be read: eye contact (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 391 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en facial expressions gait (the way you walk) gestures or hand signals general physical appearance mode of dress and grooming posture sounds or silence touch on ly voice tone, pitch, volume and pace. /2 4 By watching the non-verbal messages others give and assessing their effect on us, we can ensure our non-verbal communication is positive, culturally appropriate and appropriate for our audience. 20 23 Body language -s ea so n It is essential to use your body language to communicate positive, constructive and collaborative intent to others. To maintain good body language, develop good eye contact and smile as a first step. Remember not to stare. Use hand gestures to better explain your points and make sure your body is parallel to the person you are talking with. This means that you should try to face them directly when speaking or listening. Keep your body posture upright and relaxed. pe tit io n us e Body language can be positive and complement the verbal message being sent. For example, if you require swimmers to move so that they are between the flags, blow a whistle to gain their attention, point at them to identify that you are blowing at them, then point to where you want them to move to, and begin to move in that direction once they move. Smile in affirmation as they move or give a thumbs up. You can also hold a tube in the direction they must move in, while the other hand directs them or points. C om Body language can also be negative, and conflict with the verbal message. Frowning, crossing arms, tapping feet, avoiding eye contact, slumping, cringing, nervous shifting of weight, leaning over people and wagging fingers are all examples of non-verbal communication methods that can be negative in their effect on others. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 392 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly Positive communication examples om pe tit io n us e Negative communication examples C Graphic communication We use internationally recognised standard water safety signs to communicate with the public regarding safe water areas and appropriate behaviour in public areas. We use symbols, such as the red and yellow flags and our red and yellow clothing, to indicate designated swimming areas and who we are. Language and literacy can be barriers to understanding the written word. It is therefore necessary to use clearly recognised images and colours to assist people in understanding our water safety messages. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 393 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en Warning Signs pe tit io n us e -s ea so n 20 23 /2 4 on ly These use a yellow background and include simple symbols to communicate what you should be aware of. It’s important to always observe and abide by the safety signs. om Information signs C These use a blue background and provide information about features or activities that may be present on the beach. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 394 of 479 C om pe tit io n us e -s ea so n 20 23 /2 4 on ly Public Safety and Aquatic Rescue training manual - 35th Edition_en Regulatory signs These inform you about prohibited activities at the beach. They are red circles, with diagonal lines across a black symbol. There may be penalties associated with disregarding these signs. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 395 of 479 -s ea so n 20 23 /2 4 on ly Public Safety and Aquatic Rescue training manual - 35th Edition_en Safety signs C om pe tit io n us e These use a green background and indicate safety provisions or provide safety advice such as emergency beacons, public rescue equipment or first aid. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 396 of 479 C om pe tit io n us e -s ea so n 20 23 /2 4 on ly Public Safety and Aquatic Rescue training manual - 35th Edition_en Refer to the Safety and Wellbeing module for examples of common graphic communications relating to WHS in the workplace. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 397 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en us e -s ea so n 20 23 /2 4 on ly Selecting an appropriate communication tool pe tit io n As well as communicating face to face, there are many tools to assist you to communicate effectively. The tools SLSA uses to assist you in communicating with others include patrol logs, radios, telephones, whistles, public address systems, circulars, bulletins, letters and memos, newsletters and noticeboards, social media posts, emails as well as articles in magazines and newspapers. om The tool you select will depend on whether the communication is to be: C inter internal nal —within the organisation, e.g., your patrol team exter xternal nal —outside the organisation, e.g., corporate partners for formal mal —following appropriate written and spoken conventions infor informal mal —conversational language. The communication tool you select should be the most appropriate for the situation and should ensure a good flow of information for all who need to receive it. For example, you may need to use a radio, signals or telephone to communicate with other members of your patrol who are at a distance from you. You may need to use pictures instead of words on brochures or signs to overcome language barriers. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 398 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en In any organisation, communication must be open and effective. The fewer people a message has to go through, the fewer barriers there are to communication. To select the most effective communication tool, consider: how many people need to receive the message. If many people are involved, it may be best to present it in written form or have a meeting either online via webinar or face to face how much information there is. If there is too much for a listener to absorb, break it up and provide a written summary on ly how urgently the information is required. If speed is not urgent, an email or entry in a logbook might be best. If it is urgent, then phone, radio or text may be more appropriate what facilities are available. Is there access to a digital device, phone, email, internet? 20 23 /2 4 what costs (money and time) are involved. Preparation and production of formal documents can be time consuming, and participant time might be stretched by too many meetings -s ea so n whether documentation or proof is required to meet organisation requirements. If a record may be needed in the future, or proof is needed that information was passed on, use a written tool (this is the case with logbooks, incident report documentation and committee meeting minutes) whether the communication is confidential or may excite or distress those who overhear it. If so, use face to face, the telephone (rather than the radio) or other ways of direct communication, e.g., text message us e whether instant responses are required. If so, face to face, telephone or a radio message is best who the information is being sent to and how formal or informal it should be. C om pe tit io n When you need to communicate, consider the advantages and disadvantages of the available options appropriate to the audience before you proceed. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 399 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly Social media io n us e Social media has an effect on our interaction and communication with others. There are three key issues to be considered with the role social media now plays in people’s communication styles. pe tit 1. When we communicate through social media, we tend to trust the people on the other end of the communication, so our messages tend to be more open. om 2. Our social connections are not strengthened as much through social media as they are face to face, so we do not tend to deepen our relationships. C 3. We tend to follow and interact with people who agree with our points of view, therefore, we may be missing a diversity of viewpoints. One potentially negative consequence of social media is a lack of privacy. Because interpersonal communication is changing, we may share on social media the sort of information better shared privately face to face. We need to keep in mind that social networks are searchable and it is possible to find out personal information even with privacy settings. Another consideration with the use of social media is that as we tend to be more open with our messages, this can impact on how a conflict evolves or resolves. It’s important to maintain a calm presence, stick to facts and focus on any cause of conflict to move forward. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 400 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en C om pe tit io n us e -s ea so n 20 23 /2 4 on ly Remember to show respect when communicating on social media as per the SLSA General Code of Conduct. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 401 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly Building relationships us e The following may help with building and maintaining personal relationships and connections, which will help support good communication (and mental health). io n Acknowledge the contribution and points of view of others by nodding, gesturing and verbalising that you have heard them and can see their point. pe tit Admit when you do not know the answer or have made a mistake. Ask the other person open questions, e.g., how can I help? om Follow through on commitments by agreed deadline. If you agree or disagree, openly say so and why with consideration. C Lean forward with hands open and arms and legs uncrossed to show interest. Listen carefully, then paraphrase the other person’s sentences to check whether you have understood. Look at the person as much as possible. Provide constructive and compassionate feedback. Respect others’ right to complete their thought before you interrupt to say what you want to say. Respond to enquiries promptly. Show genuine empathy. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 402 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en Smile (when appropriate). Stick to facts. Use the other person’s name early in the conversation. How to provide feedback on ly Feedback is an easy and powerful tool for learning and building strong relationships. Communicating positive, compassionate and constructive feedback provides valuable information to support decision-making and improve performance. It is also an effective way to give and receive support to and from team members. C om pe tit io n us e -s ea so n The THINK SMART approach to providing feedback 20 23 /2 4 Constructive feedback identifies the impacts of specific behaviours and offers alternative behaviours for improvement. It is also beneficial to show compassion when providing feedback to reduce stress and improve relationships. The acronym ‘Think Smart’ can help you provide compassionate and constructive feedback. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 403 of 479 C om pe tit io n us e -s ea so n 20 23 /2 4 on ly Public Safety and Aquatic Rescue training manual - 35th Edition_en SLS encourages all members to provide feedback on all areas of the organisation. Feedback can be provided verbally or in writing. Refer to your SLS club and state centre websites for more information about the different SLS committees you can consult with and provide feedback to. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 404 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly Conflict resolution pe tit io n us e Conflict is a completely natural, and even healthy, component of any relationship. At times you and another SLS member or another person may have contrasting perceptions of an issue and that can cause conflict. You may also find it difficult to remain calm and professional with team members when your interests and motivations are not in agreement. Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. om There are three vital principles of conflict resolution: C 1. Exploring win-win options and avoiding seeing conflict as situations where you either win or lose 2. Focusing on another’s underlying interests, needs and concerns, and those that overlap with yours 3. Focusing on facts and using objective criteria such as common goals, standards, established process and practices. The acronym CALM is a useful tool to help you remember a simple process for conflict resolution: (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 405 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en -s ea so n 20 23 /2 4 on ly The CALM approach to conflict resolution us e Empathy statements immediately show acknowledgement that you need to build relationships and mentally move through the conflict resolution process. They show an appreciation and understanding even if there is no agreement. io n Here are examples of empathy statements. ‘I appreciate your efforts and am sorry to hear that about your situation’. pe tit ‘I understand your fear and frustration’. om ‘I apologise for your inconvenience and for not resolving the matter sooner’. C As per _SLSA Policy 6.20 Use of Social Media, never communicate your frustration with an SLS member, person of authority or an SLS entity on social networking websites. Take a thoughtful approach because the way you communicate can have a big impact on how a conflict evolves or resolves. It is important to maintain a calm presence instead of having emotional outbursts. Stick to facts and focus on the cause of conflict to move forward. Communicating with an agitated person In the role of a lifesaver, you may need to communicate with victims or other people at a scene who are or become agitated. Their agitation may be due to a mental health issue, medical condition (such as an injury), feelings of unfair treatment or circumstances involving drugs or alcohol. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 406 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en An agitated person may be abusive, aggressive, anxious, argumentative, fearful, hyperalert, irritable or violent. They may also have poor impulse control and their level of agitation may escalate quickly. Signs a person may be agitated include: confusion and disorientation fast-changing levels of consciousness rigid body language reporting seeing or hearing things that are not there. on ly Staying safe is a priority. Be vigilant of any dangers to yourself, others and the agitated person. Think ‘safety first’ by: avoiding being alone with the agitated person /2 4 keeping at least two arm lengths away from the agitated person when possible 20 23 making sure you have two exit points if possible and avoid blocking exits removing any object that could be used as a weapon removing conflict partners (other people who are stimulating/escalating the agitation). -s ea so n If safe to do so, calmly engage with the person and communicate using de-escalation strategies before applying first aid if required (and within the limits of your training). Deescalation strategies to assist an agitated person feel safe include: allowing the person to move freely us e communicating with confident and non-threatening body language—avoid prolonged eye contact listening actively and non-judgementally to what the person is saying and feeling pe tit io n moving the agitated person to a calm, quiet and uncrowded area where they can rest in a comfortable position—touch them gently only when necessary and with their consent offering choices and alternatives for the agitated person to stay in control without violence or aggression om providing reassurance C setting clear boundaries regarding acceptable behaviour showing genuine empathy (See Conflict resolution) speaking politely, slowly and softly while using positive words. If you are unsure or feel threatened in any way: 1. Remove yourself from the situation and seek a safe space 2. Report to your patrol captain 3. Send for help, e.g., the police. (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 407 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en Routine communications for lifesavers Written instructions Reports Group communication Written instructions /2 4 on ly Performing well in any lifesaving task usually starts with following written instructions such as those within training manuals and your local SOPs. These provide clear guidance to decision-making, help maintain consistency of processes and help you to understand what is expected of you. Some written instructions may also help to keep yourself, your team members and the public safe. -s ea so n 20 23 Be sure to read all written instructions and clarify anything you do not understand before attempting any task. To minimise any risk, do not start to follow written instructions until you understand them completely. Always follow each step in a written instruction in the exact order that they are written and keep a copy of them with you as you perform the task if possible. us e When writing instructions for other SLS members or beachgoers to follow, write in the second person and ensure each task step follows a logical progression, has a single positive action, starts with an action word and is easy for all to understand. Support instructions with graphic communication where possible. io n Reports pe tit Lifesavers routinely complete reports to document important information relating to the following: first aid treatments om incidents and near-miss incidents C patrol operations powercraft operations radio operations. Reports provide records of operations and activities and are regarded as legal documents. They should be accurately completed as per your local SOPs. Group communication Within any group or team, there are people with different levels of training, experience, skill and initiative. There is also often a diverse range of age, gender, religious beliefs and (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 408 of 479 Public Safety and Aquatic Rescue training manual - 35th Edition_en cultural backgrounds that influence how people communicate. In order to be effective as a team, team members need to be able to communicate effectively with each other. It is important that everyone has a chance to speak and provide input without interruption. You are strongly encouraged to share your thoughts during team discussions and limit your response time so that all SLS members can engage in the conversation. You should also actively listen to other SLS members and open yourself up to provide genuine responses to any questions they pose. ly Module 8 – Reflective Questions 4 on You are now ready to attempt the eLearning component of your course for this module. You can access the eLearning through the SLS Members Area. 20 23 /2 You should also test your knowledge by reading through the following reflection questions. If you find yourself answering ‘no’ or ‘not sure’ to any of them, you may wish to speak with your trainer for clarification. n 1. Are you aware of your role in presenting a positive public image of Surf Life Saving and how you can do this? -s ea so 2. Do you know how to communicate effectively, thinking about what you say, how you say it and how you look when you say it? 3. Are you aware of Surf Life Saving’s Social Media Policy and the information it contains? C om pe tit io n us e 4. Do you know how to disagree in a respectful manner and how to provide compassionate and constructive feedback? (c) 2023 Surf Life Saving Australia - this version of the PSAR35 manual is for competition use only. Page 409 of 479