Formative Assessment Activiy Five
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Charles Darwin University *
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Communications
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Jan 9, 2024
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Formative Assessment CHCDVI002
Activity Five Question One
In 200-300 words explain how it is possible to identify com-
munication issues and ensure they are addressed.
Effective communication is essential to all human interaction. It is a two
‐
way process of sending and receiving messages. We know from our cross cultural experiences that cultures differ significantly around communication, interpersonal protocols and standards of communication effectiveness. Poor communication has been a fundamental factor in the ongoing health cri-
sis for Aboriginal and Torres Strait Islander people. Effective cross cultural communication skills are critical to the provision of culturally sensitive health care in hospitals and community health services. Two
‐
way communication between Indigenous and non
‐
Indigenous people, the patient and the clini-
cian, is just as important in the provision of health care as understanding the culture and history of the patient. Whilst verbal communication is the most used and convenient way to communicate, non
‐
verbal communication should
not be underestimated. Aboriginal and Torres Strait Islander people are very aware of non
‐
verbal communication cues, including body language and the message it sends about how a person is feeling.
Benefits of effective communication •
Increased likelihood of establishing a mutually positive and beneficial rela-
tionship between yourself and the patient. •
Increased level of confidence and ownership/self empowerment for the pa-
tient due to their capacity to understand information, prevention, diagnosis, treatment and management of their own health.
•
Reduced likelihood of misunderstandings and errors related to diagnosis, treatment and overall health care. •
Reduced rates of medical non
‐
compliance and discharge against medical advice. •
Improved personal and professional skills. •
Improved level of respect and reputation (personal and professional) be-
tween patient and health practitioner.
To model communication strategies and develop more effective methods of interacting with communities and individuals, and to facilitate effective com-
munication within the workplace it is necessary for health/community services
professionals working with indigenous communities to cooperate in learning culturally acceptable behaviours and communication procedures.
Formative Assessment CHCDVI002
Activity Five Question Two
What are 12 communication issues that need to be ad-
dressed to develop and maintain effective relationships with aboriginal and/or Torres Strait Islander clients and/or co-workers?
Rapport
In many traditional cultures, a high sense of value is placed on building and maintaining relationships. Taking a 'person before business' approach will help form this relationship and build rapport.
• Introduce yourself in a warm and friendly way.
• Ask where people are you from, share stories about yourself or find other topics of common interest. Language
Many Aboriginal and Torres Strait Islander people do not speak English as their first language. Some also speak English in different dialects such as Kriol, Aboriginal English and Torres Strait Creole. Some general tips to over-
come langauge barriers may include:
• Avoid using complex words and jargon. •
Explain why you need to ask any questions. •
Always check you understood the meaning of words the person has used and vice versa. •
Use diagrams, models, dvds and images to explain concepts, instructions and terms. •
Be cautious about using traditional languages or creole words unless you have excellent understanding. •
If required, seek help from local Aboriginal and Torres Strait Islander staff.
Non-verbal communication
Some non-verbal communication cues (hand gestures, facial expressions etc.) used by Aboriginal and Torres Strait Islander people have different meanings in the Western context. Be mindful that your own non-verbal com-
munication will be observed and interpreted. For example, feelings of annoy-
ance may be reflected by your body language and are likely to be noticed.
Personal space
Be conscious about the distance to which you are standing near a person. Standing too close to a person that you are unfamiliar with, or of the opposite gender, can make a person feel uncomfortable or threatened.
Silence
In Aboriginal and Torres Strait Islander cultures, extended periods of silence during conversations are considered the ‘norm’ and are valued. Silent pauses
are used to listen, show respect or consensus. The positive use of silence should not be misinterpreted as lack of understanding, agreement or urgent concerns. Observe both the silence and body language to gauge when it is appropriate to start speaking. Be respectful and provide the person with ade-
quate time. Seek clarification that what was asked or discussed was under-
stood.
Eye contact For Aboriginal and Torres Strait Islander people, avoidance of eye contact is customarily a gesture of respect. In Western society averting gaze can be viewed as being dishonest, rude or showing lack of interest. Some (but not all) Aboriginal and Torres Strait Islander people may therefore be uncomfort-
able with direct eye contact, especially if unfamiliar. To make direct eye con-
tact can be viewed as being rude, disrespectful or even aggressive.To convey
polite respect, the appropriate approach would be to avert or lower your eyes in conversation. •
Observe the other person's body language. •
Follow the other person's lead and modify eye contact accordingly. •
Avoid cross-gender eye contact unless the person initiates it and is com-
fortable.
Titles
In Aboriginal and Torres Strait Islander cultures, the terms ‘Aunty’ or ‘Uncle’ are used to show respect for someone older than you. This person does not have to be a blood relative or necessarily an Elder. • Only address people with these titles if approval is given and/or a positive relationship exists.
Listening
Explaining may take time because of narrative communication style or due to
linguistic differences. The person may be struggling to communicate what they are trying to get across. •
Avoid selective hearing and ensure you are ‘actively’ listening. •
Paraphrase by summarising and repeating what the person said. This will help with clarification and signal you have been listening. •
Show empathy, be attentive and avoid continually interrupting or speaking over the person.
Questioning
In Aboriginal and Torres Strait Islander cultures, indirect questioning is the approach most preferred. Direct questioning may lead to misunderstandings,
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discourage participation and make it difficult to obtain important information, particularly when a person is communicating in non-Standard English.
• Use indirect, 'round about' approaches (e.g. frame a question as a state-
ment then allow time for the answer to be given).
• Clarify if the person understood the meanings of your words or questions and that you understood their answers
‘Yes’ Aboriginal and Torres Strait Islander people have a tendency to agree with the questions even when they do not understand or agree, and may an-
swer questions the way they think others want. People may say "yes" to questions to end the conversation so they can leave, to deal with other priori-
ties, or because they simply feel uncomfortable. •
Take the time to build rapport to make the person feel comfortable.
•
Explain at the beginning how long the appointment will take and give the person the opportunity to ask questions. •
If a person repeatedly says ‘yes’ immediately after a question, ask with re-
spect what they understood from the questions and/or to explain reasons for their decision.
Provide options and ownership
When people are given choices and ownership over managing their health, the likelihood of medical compliance is increased.
• Provide options for care; for example, explain how some medications can be taken orally or by injection. • Ensure that any options are practical and realistic. •
Do not make promises that you cannot deliver as this may create mistrust.
Making decisions •
Due to family kinship structures and relationships, decision making usually involves input by other family members.
• Check with the person if their decisions requires consultation with family.
• Allow time for information to be clearly understood . •
Be respectful if you are asked to leave the room or the meeting for matters to be discussed in private by the family.