EFFECTIVE COMMUNICATION

Disability Skill Set Unit

WHAT IS COMMUNICATION?

Sharing meaning: I understand you and

you understand me

The Communication Equation• What you hear 40% of the message• Tone of voice• Vocal clarity• Verbal expressiveness

• What you see or feel• Facial expression 50% of the message• Dress and grooming • Posture• Eye contact• Touch• Gesture

• WORDS … 10% of the message!

Effective Communication Skills

Effective Communication

Encouraging to continue Appropriate eye

contact

Questioning and summarising

Open & relaxed body language

Smiling or serious facial

expression

Checking for understanding

Silence Nodding (or shaking) head

How to Listen

Listen first and acknowledge what you hear, even if you don’t agree with it, before

expressing your point of view.

Acknowledging and Agreeing are two very different things.

Barriers to Effective Communication

Effective Communication

Time language

Distractions

Noise

Discomfort (with topic)

Disability

Age

Put downs

Distance

Other people

Lack of interest

Too many questions

Strategies for Effective Communication with people with disabilities: Some key points

• Effective listening is crucial• Think of the person first and disability second• Accept people with disabilities as individuals• Listen and don’t assume you know what’s best for

them• Be yourself ... Be natural ... Don’t patronise• Communicate in a manner that is appropriate to their

age• Speak directly to the person; not to their carer or third

party• The person with disability will often let you know if

they have a communication problem

Communication Methods for People with Vision Impairment

– Large print– Information and communication

technology– Audiotape/CD-ROM– Radio– Braille

Communication Methods for People with Hearing Impairment

- Written/printed information- Captioning- Telephone typewriter (TTY)

and/or National Relay Service (NRS)

- Sign language- Audio loop

Communication Challenges for People with Disabilities

Communication Strategies for People with Specific Disabilities

• Augmentive and alternative communication – all communication that is not speech, but used to enhance or replace speech

- pointing and gestures- mime- facial expressions- body language- signing- object symbols- photos, drawing, symbols- communication boards and displays- speech generating devices- spelling

Appropriate Language in the Disability Field

Language is important in the field of Disability. Words used many years ago are, in many cases, no longer acceptable. We need to emphasise that the person is not a disability, but they are a person that has a disability.

• Appropriate terms• Inappropriate terms

Conflict and Issue Resolution

Self-awareness in conflict situations

The Brain and how it hijacks us in crucial conversations!

Emergency Kit for Challenging Conversations!

• Calm yourself down!

• Think about what you really need – the outcome you are trying to achieve.

• Imagining your partner-in-conflict as a potential ally.

• Begin by being factual, non-personal but clear and ask for clarification.

• Listen and acknowledge the other person and affirm anything that you can agree on.

• Acknowledge and apologise for any mistakes you have made in the course of the conflict.

• Summarise the other person’s needs, feelings and position as fairly as you can.

• Focus on the positive goals for the present and the future.

• When positions collide, focus on principles and potential referees.

• Make requests for specific actions and have clear timeframes, etc.

Conflict Resolution

3 aspects of successful conflict resolution:

1. Desire and necessity for the conflict to be resolved

2. Understanding of possible resistances3. Methods of conflict resolution

Negotiation: The art of reaching a mutually satisfying agreement!

Confidentiality: A critical aspect of your duty of care

• What is confidentiality?• Importance of confidentiality• Confidentiality agreement• Legislation governing confidentiality • Exceptions to the general rule of confidentiality• Breaches of confidentiality• Confidentiality and duty of care• Confidentiality and privacy• Confidentiality and security

Duty of Care and Ethical Conduct