Communication Skills

For IHSS ProvidersLinda Ayala

PA for IHSS in Alameda County

Discuss what is Communication Discuss what topics in Communication are

important for Providers Present ideas, exercises and handouts

used in Al. Co. Share resources available from other PAs

Goals:

What is communication?

What Communication Skills do Providers need? Brainstorm

IHSS Providers need the following Communication Skills: Confidentiality Listening Stating

needs/concerns Open body

language Problem resolution Dealing with anger

Communication with a consumer with a speech, hearing or cognitive impediment

Language and cultural differences

Understand feelings behind words

Respect

Use with both consumers & providers Handout developed by consumer & provider

group Can cover it as a brainstorm exercise in small

groups. Each group writes out responsibilities on sheet of easel paper. Review lists and compare with our list.

Consider this a base for good communication. Helps define all important “respect.”

Listening

More important than what you say!

Understand what is said and feelings behind what is said (see handout)

Look at body language Ask clarifying questions

Culturally defined!! Can practice active

listening in pairs. Each side sharing a difficult issue – mostly works with Anglo-Saxon culture

Problem Resolution “I” Statements

– ISSUE – describe from the “I” perspective, not accusing.

– FEELING – describe how the issue effects you– NEED – give an idea of what could make the

situation better– CONVERSATION – be open to discuss other

solutions that could meet your need

PRACTICE!! – with reflection . . . Handouts

Communication Challenges

Anger Different

language/culture Speech

impediment Short-term

memory loss

Other Handouts

Journeyworks Publishing: – “Dealing with Anger”– “Making Communication Easier”

People BINGO – Ice Breaker Effective Communication “Suggestions for talking to your

Consumer about work conditions” (focus on job safety)

What other topics, exercises, handouts do PAs use? Butcher paper list . . .