The Big Picture
Good communication depends on more than speaking. The words you choose, how you speak, your emotions, and the setting all affect how another person understands your message.
In CCA work, clear communication also means checking that both people understand each other. Humour has a place in communication too, but it should feel comfortable for the support worker and appropriate for the client.
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Start Here If You’re Overwhelmed
Focus on these core ideas:
- verbal communication means sending messages through spoken words.
- Choose specific words and use simple, everyday language with clients and families.
- Speak clearly and control your speed, volume, and tone.
- Ask one question at a time and check the client’s understanding.
- Never pretend you understood a client when you did not.
- Use humour only when it feels comfortable for you and appropriate for the client.
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Course Notes: Key Ideas You Need to Know
What Verbal Communication Means
Verbal communication means sending messages through spoken words.
Sometimes symbols take the place of spoken words. Sign language is one example when communicating with a person who cannot hear.
Choose Words That Give a Clear Meaning
Words need to mean the same thing to both people.
Avoid vague words with several possible meanings. Words such as small, moderate, and large might mean different things to different people.
Use specific and descriptive information instead. For example, reporting a temperature of 37.9°C gives clearer information than saying the person’s temperature is up.
Keep Your Emotions From Changing the Message
Your emotions affect how your words sound.
Anger or frustration might come through in your speech even when the listener does not know why you feel that way. This response might confuse or upset the listener.
Maintain a positive attitude at all times when speaking with clients, their families, or co-workers.
Use Simple, Everyday Language
Use words that clients and families understand.
Do not use medical terminology when communicating with clients and families. These terms might be unfamiliar to them. Use correct grammar, and avoid vulgar language and slang.
Culture also affects how people choose and understand words. Certain words might confuse or insult someone from another culture.
Speak Clearly, Slowly, and Distinctly
Clear speech helps the listener follow your message.
- Do not mumble.
- Do not speak too quickly.
- Move your lips as you speak.
- Slow your speech when needed.
- Pause between sentences.
Do not slow your speech so much that the client feels embarrassed.
Ensure the room is well lit and quiet so the client sees your facial expressions and body movements.
Do not shout or overexaggerate words. Both actions distort speech.
Use Visual Clues When They Help
Visual information gives another way to share a message.
For a client who does not hear but reads, write the message down. Objects or pictures also help explain choices or information.
For example, showing available meals gives the client a visual way to understand the choices.
Pay Attention to Body Language
body language is part of nonverbal communication. Gestures, posture, and facial expressions send messages about a person’s physical, mental, or emotional state.
A well-lit room helps the client see your facial expressions and body movements while you speak.
Control Your Volume and Tone
The sound of your voice sends its own message.
Do not shout. Shouting might sound irritated or angry.
Avoid harsh or abrupt speech. Do not speak to an adult in the high-pitched tone often used with children.
Keep the Message Brief and Focused
Stay on the subject. Leave out unrelated or unnecessary information.
Long, wordy instructions might make understanding harder. Short sentences help emphasize your words and make the message clearer.
focusing means limiting the conversation to one topic. Focusing helps you stay with the point you need to communicate.
Put Information in a Logical Order
Organize your thoughts before you speak.
Explain information in the right sequence. Think through what happened, or what will happen, step by step.
Ask One Question at a Time
Ask one question, then give the client time to answer.
Do not rush the client. Do not supply the answer for the client.
Check That the Client Understands
Do not assume the client understood your message.
Ask the client to repeat the message using their own words. This helps you determine whether the message was understood as intended.
Be Clear When You Do Not Understand
Do not pretend you understood something the client said.
Ask the client to say the message again or explain it another way. Repeat the message back when needed to show what you understood.
Clear communication works both ways. The client needs to understand you, and you need to understand the client.
Use Humour With Care
Humour is an important communication technique with clients and co-workers, though people often underuse it.
Shared laughter among clients, family members, and support workers might reduce tension, increase trust, and promote bonding.
Verbal humour needs extra care when the client’s first language differs from yours. The client might misunderstand or misinterpret the humour.
Judge whether humour feels comfortable for you as a support worker and appropriate for the client.
Exam Clue Words
- Do not: Pay attention when a statement identifies an action to avoid, such as shouting, mumbling, answering for the client, or pretending to understand.
- One question at a time: Ask one question, allow time for an answer, then move to the next question.
- At all times: Maintain a positive attitude when speaking with clients, families, and co-workers.
- Do not assume: Check understanding by asking the client to repeat the message in their own words.
Fast Review
Focus on the communication choices that make a message clearer and easier to understand.
- verbal communication sends messages through spoken words.
- Use specific, descriptive words instead of vague words with several meanings.
- Maintain a positive attitude because emotions affect how communication sounds.
- Use simple language with clients and families. Do not rely on unfamiliar medical terminology.
- Speak clearly, slowly, and distinctly without shouting or exaggerating words.
- Use written messages, objects, or pictures as visual clues when appropriate.
- Control your tone and volume. Avoid harsh, abrupt, or childlike speech with adults.
- Keep instructions brief, focused, and arranged in a logical order.
- Ask one question at a time, allow time for the answer, and do not answer for the client.
- Check understanding instead of assuming the message was understood.
- If you do not understand the client, ask for the message again or ask for different wording.
- Use humour only when it suits both you and the client, especially when language differences might lead to misunderstanding.
Final Pep Talk
There are several communication techniques here, so focus on the pattern instead of trying to memorize everything at once. Review how clear words, speech, listening, understanding, and humour each affect the message.