Communicating as a professional.

Good listening takes effort • Give a client 100% of your attention. • Don’t try to listen while doing something else. • Face a client and lean forward slightly. This gives good eye contact and shows interest. Good listening means focusing on a client while listening. Use the person’s name several times in the conversation.  This will show you paid attention from the start.

Listening

Another part of good communication is to listen!  Good listening:

• Helps build trust with a client.

• Encourages honest sharing of thoughts and feelings.

• Makes sure you accurately hear what the other person says.

Good listening also gives a client time to find the right words.

• Encourage the client to continue by saying “I see,”  “Tell me more,” “Um-hmm,” or by nodding your head.

• Ask questions and get more information when you are unclear.

• Do not jump in with your ideas or advice ­ wait until you’re asked.

• Be willing to listen to things a client needs to say ­ don’t avoid a subject because you’re not comfortable with it.

Body Language

Our actions, how we hold our body, and our facial expressions are all nonverbal communication ­ or body language. 

Be aware of what your body language is telling a client.

• A cheerful expression and pleasant tone of voice show a positive attitude.

• Standing still and making direct eye contact shows you are paying attention.

• Good posture with arms relaxed shows you are approachable and confident.

• Always make sure your body language matches what you are saying with your words.  

Nonverbal communication is powerful.

A client’s body language

A client’s body language may tell you more about how he or she feels than what he or she says. Watch for non-verbal signs that help you better understand what is happening with a client.

For example, here are some non-verbal signs of a client being in pain: 

• A tight or tense body.

• Rocking back and forth.

• Constantly touching a place on his or her body that is in pain.

• A facial grimace or troubled eyes.

By being observant of these non-verbal signs of pain, you can:

• Talk to a client about things you can do to make him or her more comfortable.

• Be more careful when performing personal care tasks.

• Stay alert to the possibility of a growing problem.

Watch for words and body language that do not match.  In most cases, the body will tell you what is really happening.

For example, if a client says “I’m fine” but her body language tells you she is in pain, the chances are she is not “fine” but is unable or uncomfortable talking about what she is feeling.

Business Communication

There are times when you need to talk with your supervisor or other managers when you have concerns, questions, problems with a co-worker, or your schedule, etc. It is your responsibility to act professionally and resolve issues before things gets out of hand.

Don’t delay or hide problems: Give your supervisor time to help or plan for what is needed.

Be positive. A positive attitude helps everyone who works with you, including your boss. Communicate with questions or suggestions, rather than complaints.

Ask for what you need.  It’s easy to complain without taking action.Describe the situation or request objectively and clearly ask for what you want.

Stay calm.  If something has you angry or upset, wait until you have some control over your emotions before approaching your boss.

Be professional when talking with your supervisor.