Discuss verbal and non-verbal communication techniques when communicating with client from diverse backgrounds

Non-Verbal Communication techniques when communicating with client from diverse background :-

To be able to communicate effectively (and accurately), we must be aware of our own emotions and also

understand the non-verbal signals we’re sending to others. Here are some tips that can help you

communicate more effectively:

Give full attention to your communication partner. Show people you speak to that you are

‘present’ and eager to understand them. Convey attentiveness by:

o Leaning slightly toward the other person

o Facing the other person squarely

o Keeping eye contact

o Maintaining an open and relaxed posture (with arms uncrossed)

Nonverbal communication includes the following:

- Tone of voice

- Rate and volume of speech

- How we articulate our words

- Rhythm, intonation and stress placed on words

- Facial expression

- The amount of eye contact we make

- Gestures/touch

- Body language and posturing

Verbal Communication techniques when communicating with client from diverse background.

• Active listening: This includes eye contact and listen and understand the communication response . Be at receiving end.
• Ask Question: try to make sure you understand when to ask closed question and open ended question to ensure you understand the speaker that conveys information.

Give two reasons why it is important to consider diversity and inclusiveness in relation to your clients and co-workers.

 The two reasons that is important to consider diversity and inclusiveness in relation to your client and co-workers are:-

1. As a health care worker everyone has to show respect for cultural diversity in all communication and interactions with co-workers, colleagues and clients because cultural diversity means many things to many people.

1. One of the greatest challenges for health professionals who work in a culturally diverse environment is to understand the client’s perspective of what is happening in the healthcare setting. Despite the idealistic notion that “everyone should just get along”, there is still the possibility of conflict as a result of bias and discrimination in the workplace, whether it is real or perceived so strategies to eliminate bias and discrimination are not necessarily quick fixes and require careful planning, implementation, follow up and evaluation.

Give two examples of how you can learn about other cultures.

Read books written by people from other cultures.

You can read fiction, nonfiction, poetry, or anything written by a person from the culture you want to learn about. Reading books by people from other cultures gives you a glimpse into the mind and life of the people from that culture that would be difficult to obtain otherwise.

Ask your librarian for recommendations, or search online for famous books from that culture.

Read a history book about the culture you want to learn more about. It is important to know information on subjects such as major conflicts, holidays, and customs.

If the culture has a different language than your native language, search for translations of books in your language.

Make friends in your community.

It is always good to make friends from other cultures. It is a way to gain compassion and understanding, as well as possibly gaining a valuable friendship. Reach out to people in your community from work, school, or other local organizations.

Talk to them about how your culture differs from their own. Ask what the biggest differences has been for them.

Offer your companionship to people, but never force yourself on anyone that is unwilling to communicate.

Be respectful of a potential friend’s culture. Do not say any slurs, or act in a manner that is disrespectful to their culture.

Become friends for the right reasons. Wish to gain knowledge about their culture, but don’t use a person only to benefit from information.

Forming Storming Norming Performing

Stage 1: Forming

The first stage. the forming stage, occurs when the team is first established and the members are unsure of the team members. team goals, and who will lead the team. Team members come from different backgrounds so personalities start to emerge as people give their opinions, ask questions and try to encourage other team members to

participate. During this stage, the team purpose is communicated to the team and the team members start to get to know each other. Team members look to the team leader for support and direction.

Stage 2: Storming

The second stage of the team development is the storming stage. As the different personalities and backgrounds emerge, there may be conflict over leadership. the team's goals, how individuals perform. lack of involvement and other types of disagreements.  During this stage. conflicts must be resolved positively to allow the team to become cohesive and move forward to achieve their goals. The longer it takes for the team to resolve any conflicts, the longer it will take to achieve the goals.

Stage 3: Norming

As team members start to accept and tolerate each other's differences, the team's goals, actions and activities are identified and the team norms of behaviour, attitudes and work patterns by which the team will operate begin to emerge. The team becomes cohesive and team members begin to accept each other's differences. The team is now ready to work towards achieving team goals.

Stage 4: Performing

The performing stage is reached when the team has agreed on its goals, decision-making methods, roles and responsibilities of team members, team leadership and activities to be completed. The team should be clear about their purpose and tasks. The team should be ready to undertake the tasks identified and allocated to them while continuing to maintain good interpersonal relationships.

AEIOU

One model of effective communication that I like is what’s known as A-E-I-O-U (Wisinski, 1993). This model works with any level of conflict within the organization: employee-to-boss, peer-to-peer or boss-to-employee. Here’s how it works:

A – Acknowledge: (Positive intention) Assume the other person means well. Identify his/her positive intention and state it to the other person. Announce this as you begin facilitating the problem-solving.

E – Express: (What I see) Affirm the positive intention you’ve identified and express your own specific concern. “I feel/think”… If you’re mediating, invite each disputant to take a few minutes to clarify their specific worries and problems.

I – Identify: (I propose) Clearly define your objectives and recommendations. What’s the outcome each party wants to achieve? Non-defensively propose the changes you would like to see occur. Saying, “I would like,” as opposed to, “I want,” will avoid inciting a defensive reaction. Here’s where compromise may occur naturally.

O – Outcome: (Outline the benefits of the outcome) What’s in it for them if they agree to accommodate? People respond much more positively when they can buy into the reason for changing their actions or behavior. What are the features or advantages? Don’t forget one of the most powerful motivators is simply recognition: “Thanks, I appreciate your flexibility with this issue.” “I owe you one.”- goes a long way toward harmony.

U – Understanding: (Ask for feedback on what has been proposed) Get agreement on a specific action step – or develop alternatives. Asking, “Could we agree to try this for a while and see if it works out for both of us?” gives the other person the option to accept your proposal. Clarify as needed.

The 4 R's are reasons, reactions, results and resolution.

1.Reasons

Explore the reasons and causes for the conflict. While doing so, each team member should be open and yet respectful of each other.

2.Reactions

Encourage team members to examine their reactions to the conflict to identify destructive reactions that they should correct and constructive reactions that they should foster. This will help team members recommit to the success of the team.

3.Results

Identify what might happen if the conflict is unresolved and how team members can constructively work together to resolve it so the team can move on.

4.Resolution

Have the team decide upon the approach that will most effectively resolve the conflict, given that the team members have been unable to do so.

What are the six methods for reflection that a person might use?

The six methods for reflection that a person might user are:-
1 SWOT analysis (strengths, weaknesses, opportunities and threats analysis)


2 Maintain Reflection Log or Reflective Diaries

This method will help to detailing one experiences and emotions with regard to their workplace events.


3. Structured discussions and unstructured discussion with peers and supervisors

Structured discussions and unstructured discussion with peers and supervisors will provide a room for improvement. Share two-way, open and evaluative feedback with co-workers or peers.

4. Method of obtaining high quality feedback such as Surveys, Feedback boxes, Speaking directly to clients, Customer analytics, Usability tests; and Social media channels

5. Create a checklist of Action Plan based on feedback and discussions. Based on these checklist of action plan reflect on changes or improvement that you can make to bring continuous improvement.

6. Create Training and PDP(personal development plan) . Attend Networking events, seminars , trade , business conference and workshop to identify potential support networks both internal and external to the organisation who can facilitate personal and professional development as well as the smooth running of the organisation and personal and professional development..Also regularly participate in review processes as a commitment to upgrading skills and knowledge