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Communication Skills
For IHSS ProvidersLinda Ayala
PA for IHSS in Alameda County
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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:
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What is communication?
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What Communication Skills do Providers need? Brainstorm
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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
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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.”
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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
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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
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Communication Challenges
Anger Different
language/culture Speech
impediment Short-term
memory loss
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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)
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What other topics, exercises, handouts do PAs use? Butcher paper list . . .