1. INTERPERSONAL COMMUNICATION
CHAPTER 13

2. WHAT YOU SAY AND HOW YOU SAY IT ARE EQUALLY IMPORTANT
COMMUNICATION
Interpersonal communication is the exchange of information between two people. It is successful when the receiver understands the meaning of the message. Good interpersonal communication is needed to provide safe and effective care.
WHAT YOU SAY AND HOW YOU SAY IT ARE EQUALLY IMPORTANT

3. FACTORS THAT INFLUENCE COMMUNICATION
Perceptions
Experiences
Physical and mental health
Emotions
Values
Beliefs
Culture

4. TO EFFECTIVELY COMMUNICATE WITH CLIENTS
COMMUNICATION
TO EFFECTIVELY COMMUNICATE WITH CLIENTS
Understand and respect them
Be sensitive to their situation and needs
Accept their culture and religion
Appreciate their stress, problems and frustrations
Understand their meaning rather than just their words

5. TYPES OF COMMUNICATION
Verbal communication are messages sent through the spoken word or even sign language. To effectively communicate with words, you need to:
Choose your words carefully
Use simple everyday language
Speak clearly, slowly and distinctly
Control the volume and tone of your voice
Be brief and concise
Present information in a logical manner
Ask one question at a time
Determine understanding
Do not pretend to understand

6. COMMUNICATION
In non-verbal communication, messages are sent without words. Instead messages are sent through body language, touch and the use of silence.
Body Language
Posture
Appearance
Facial Expressions
Body Movements
Eye contact
Gestures

7. COMMUNICATION Touch conveys Warmth Comfort Concern Affection Trust
Reassurance
Silence can convey
Acceptance
Fear
Rejection
The need for quiet time

8. COMMUNICATION METHODS
Active listening
Paraphrasing
Empathetic listening
Asking closed questions
Asking open-ended questions
Clarifying
Focusing

9. COMMUNICATION BARRIERS
Interrupting
Answering your own questions
Giving advice
Minimizing problems
Using patronizing language
Failing to listen
COMMUNICATING WITH ANGRY PEOPLE
SEE BOX PG 122 IN YOUR TEXT

10. COMMUNICATING ASSERTIVELY
COMMUNICATION
COMMUNICATING ASSERTIVELY
Assertiveness is a style of communication in which thoughts and feelings are expressed positively and directly without offence to others. You stand up for your rights while respecting the rights of others.