Module 3 Interpersonal Skills
3A Communications
Verbal communication is expressing ideas or information through speech
Nonverbal communication is expressing ideas or emotions through body language and facial expressions
When giving care, you must be mindful of your own body movement and facial expressions as well as your resident’s
Therapeutic communication is a combination of active listening and acknowledging feelings
Active listening means that you are truly hearing what the person you are talking wth is saying
Empathy is to have understanding and compassion for others around you and the situations they are experiencing
Ways you can actively listen and enhance therapeutic communication
Make eye contact with the sender without making negative facial expressions
Occasionally, repeat or paraphrase what the person has said. When you do this, you are telling the sender that you are paying attention
When the resident is done speaking, paraphrase or summarize what the sender has told you
Try to focus on “I” statements rather than “you” statements
“You” statements place responsibility on the other person and can make the situation challenging
A communication disorder is a speech or language problem that results in impaired interactions with others
Congenital means that the resident is born with the disorder
An acquired disorder is one that the resident developed sometime during her life
An acquired hearing loss can be caused by illness such as meningitis, by certain medications, or by exposure to loud noises
What to keep in mind when caring for a resident who has hearing deficits
Make sure the resident can see your face.
Speak at eye level with the resident
If in a wheelchair, either crouch in front of her or pull up a chair and sit next to her
Be aware of the pitch of your voice
It should be normal, not high
If neither works, try writing
Expressive aphasia is the inability to speak or to speak clearly
Receptive aphasia is the inability to understand spoken language
Communication with a resident with expressive aphasia can be managed with a picture board
What to do when caring for a resident with receptive aphasia:
The first thing is to go slowly
Break up your tasks into small segments to not confuse or overwhelm the resident
Do not “baby talk”
Always be respectful
An emotional communication deficit occurs when the resident does not understand nonverbal messages
Autism is a neurological disorder, not a communication disorder, but it does impair communication and social interaction
It is a disorder that falls within a spectrum
Some may have mild symptoms, some have severe, and some may have a combination of both
Social interaction is impaired because of the inability or decreased ability to pick up on social and emotional cues from others
When dealing with patients with emotional communication deficits, do;
Be very literal
Speak clearly and concisely
maintain consistency
telling the resident what to expect and when
Don’t use slang or jokes
Try not to use many nonverbal gestures
3B Defense Mechanisms
Defense mechanisms are used when people are feeling upset or anxious
Denial
Refusing to accept or experience a situation
Projection
Attributing feelings or thoughts to another person
Repression
When the subconscious brain ignores thoughts or situations to protect oneself