3. Language and culture . Culture affects the way individuals and families communicate. Words and gestures can mean different things to people from different cultures. For example, eye contact is an important part of Anglo-European cultures but in other cultures it can be disrespectful. Language can also be a barrier, particularly when people don’t understand one another’s language or have to speak through an interpreter who may not convey the full intent of what was said. 4. Intense feelings . When people are emotional, they are more likely to mishear or misunderstand, and less likely to speak clearly themselves. 5. Lack of information and secrecy . If information is being kept from some people, then communications can become confused. Five Tips for Effective Communication 1. To get a conversation started, ask open-ended questions that cannot be answered by “yes” or “no”. Give the client and/or family member some time to respond and listen actively . It may take time before the person decides to trust you or how much he or she wants to say. 2. Be comfortable with pauses in the conversation. Pauses may mean that the client is thinking about something sensitive or is tired. Let the silence last. Do not rush in to fill the void. 3. Be yourself . Don't try to be a social worker, counsellor or therapist. Encourage clients to share stories about their lives and don’t be afraid to respond with humour. Laughter is “the best medicine” and an important way of coping with threats and fears. 4. Try not to give advice . Instead, reflect the person’s own thoughts back to him or her. This can help the person look at the situation in a new way. 5. When you don't know what to say or do, say or do nothing . Being there and honestly saying you don't know the answer is more supportive than pat answers. However, if a patient or family members asks for information about services or resources and you don’t know the answer, contact the hospice palliative care program.
3. ACTIVE LISTENING AND EMPATHY The first step in communication is listening to one another. Without listening there is little communication, and without communication there is little love. Each of us needs
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