Effective Communication Strategies

What does communication mean to you?

Ways people learn

• Auditory
• Visual
• Reading/Writing
• Kinesthitic

Different ways of communicating

Cross-cultural

Active listening

• Face the person and maintain eye contact (keeping in mind cross-cultural differences)
• Be attentive, but relaxed
• Listen to the words and try to envisage what the speaker is saying
• Do not interupt
• Give the speaker feedback

Empathetic listening

• Try to understand what the speaker is feeling
• Be patient - this is there time to share their story
• Pay attention to what isn't said - nonverbal cues

Effective questioning

• Wait for the speaker to pause to ask clarifying questions
• Ask questions only to ensure understanding

What not to do

• Don't be confrontational
• Don't be defensive
• Don't raise your voice
• Don't crowd them

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De-escalation Tactics

When might we need de-escalation tactics?

• Court - confronting situations
• Client interviews - recounting their story
• When handling enquiries

Danger

• To yourself or others
• Potential weapons
• Is the client under the influence?

Relocate

• Sometimes lack of privacy can cause agrevation
• Removal of overstimulating environment can also be helpful

Listen

• This refers mostly to non-verbal
• Observe that which is not said

Ask

• Targetted questions that help the client, this takes control over the direction as well

Summarise

• They are unlikely to de-escalate and consider your proposal until they are sure that you understand their situation

Start with "Can"

• Describe your role and advise them of what your limitations are

Offer Options

• Giving a client options gives them a sense of control in a unstable scenario

DR LASSO

• Danger
• Relocate
• Listen
• Ask
• Summarise
• Start with "Can"
• Offer Options

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