Communication Basics

Good communication means more than talking to a client.  Communicating well helps you provide quality care and makes your job easier.  Good communication means:

• Watching the client’s body language carefully to see what his or her actions and gestures may be telling you.

• Listening carefully to any comments from the client.

 Good communication helps:

• Get you the information you need to do your job.

• Things go smoothly with a client and other care team members.

• Keep things calmer in stressful situations.

• Others view you as a professional.

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First impressions

You only have a few seconds to make a good first impression on clients, and the client’s family members, friends or guardians. First impressions are based on your:

• Appearance.

Meeting a client for the first time

• Review the client’s care plan before you meet if possible.  Does the client have any communication challenges such as difficulty hearing or speaking? Plan ahead on how best to work with any challenges.

• Introduce yourself and explain why you are there.

• Ask the client what name he or she would prefer you use. 

You never get a second chance to make a good first impression

• Body language.

• Behavior.

• Clothing.

When meeting a client or his or her family, friends or guardian for the first time, pay attention to the following areas. 

• Stop what you are doing and give the other person your full attention.

• A warm and genuine smile makes you and the other person more comfortable and at ease.

• Stand tall, make eye contact, turn your body towards the person and greet with a firm handshake (if appropriate for the other person’s culture).

• Introduce yourself and what you do. For example, “Good morning.  My name is Sandy Cove and I am one of your father’s caregivers.”