There are times when communication falls down and misunderstandings occur. This is natural and should not be a cause for concern especially when you are equipped with the communication skills to overcome them.
Here are some situations where this may occur:
Non-verbal language also referred to as body language
There may be times when a complicated or difficult situation will cause an AHA to express physically their unease. They may be feeling threatened or defensive about the potential conflict. If you take care to note the following body language detailed below, you may be able to defuse a potentially difficulty situation:
failure to make eye contact
turning away from a person as they walk past
folded arms
folded legs
clenched fists
dismissive waving of hands
rude gesturing
What you do speaks so loudly that I cannot hear what you say.
Verbal language
When people are faced with a difficult or conflicting situation, this may change the way they speak to other people. Words may be used to directly challenge a person or situation, alternatively, they may avoid the conversation altogether, or direct the conversation away from the topics that cause them discomfort, or subtly deviate away from the people they believe caused the conflict.
3. Communication challenges
There are many challenges to communication when trying to pass on information to a client in a healthcare setting. These may include:
time restraints - for you or the patient
loud background noise
access to private/confidential spaces
language barriers
patient disability
patient learning difficulties
cultural differences
mask wearing.
Select the info icon to discover some ways to overcome these challenges.
4. Video: How miscommunication happens
How miscommunication happens (and how to avoid it) | Katherine Hampsten (04:33)
Every workplace has its own already established culture or way of doing things. There are also subtle signs in a workplace that complication or difficult situations may already exist for workers who may not be coping with them. The following are a list of traits that may be associated with such situations:
under-performing workers
disengagement
high staff turnover
increased rates of sick leave
non-compliance with workplace processes
uncooperative and non-collaborative behaviour
disrespectful behaviour and language
workplace bullying and exclusion
breaches in privacy and confidentiality processes
a rise in disputes, grievances and complaints.
Conflicting differences
We also know there are early warning signs or signals that can help us to be aware of impending complicated or difficult situations. These are:
people with incompatible values such as their preferences, beliefs and practices
people competing for power and influence over decision-making processes
competing demands and priorities for the use of limited resources
privacy and confidentiality laws restricting information access
external pressures such as economic instability.
6. Cultural and religious barriers
As an AHA you will be working with a diverse group of people. It is important to develop knowledge and cultural awareness to be able to effectively communicate with colleagues, clients and their carers. Tips to overcome cultural and religious barriers include:
don't make assumptions and avoid stereotypes
be aware of cultural taboos and different interpretations of non-verbal language
use a professional interpreter where possible
use a phrasebook or pictograms
use short, simple and direct sentences
be aware of personal space and using touch
be aware of clothing and food requirements
consider rituals such as worship, beliefs, customs, traditions and celebrations.
Think
Knowledge is powerful - it becomes easier to make accommodations and avoid misunderstandings if you use your knowledge.
6.1. Translation
In healthcare, clear and accurate communication is essential, especially when working with clients who speak different languages or have limited proficiency in the language used. Translation and interpreting services play a vital role in helping clients understand their health conditions, treatment options, and procedures, ensuring client safety and informed decision-making.
Interpreters provide real-time oral translations during conversations or presentations, facilitating communication between speakers of different languages. This allows healthcare providers and clients to engage in clear, immediate dialogue, addressing questions or concerns on the spot.
Translators, on the other hand, ensure that written documents, such as consent forms or medical records, are accurately translated while preserving the original meaning and context. This is crucial for ensuring that important information is conveyed accurately and appropriately for the client.
Both interpreters and translators are critical in healthcare. They help ensure that clients fully understand their care and can make informed decisions. Using professional interpreters and translators also supports legal and ethical practices, including safeguarding client confidentiality, promoting informed consent, and helping healthcare providers fulfill their duty of care.
7. Emotional and physiological barriers
There will be times when people may be affected by their emotional state and this may be heightened if people are suffering from mental health disorders. Some tips to remember include:
medication can affect emotional state
remain calm and keep your voice unhurried
be aware of the person's emotional state (angry, depressed, anxious, fearful). Affirm that you understand how they may be feeling.
Often the best idea is to take the direct approach to manage situations where conflict may have arisen.The conflict may be with a patient/client or a colleague and the same principles apply.
The following techniques may be used.
Active listening techniques
It is best to talk directly to the person who you are in conflict with. Don't worry about others and what they think about the situation. Find a location that affords confidentiality and is free from distractions. Use I-statements by stating your perspective, and it is important that you use reflective and paraphrasing statements to show you are listening and to help you understand the other person's perspective.
I-statements are often used with the intent to be assertive without putting the listener on the defensive. It is better to begin a difficult conversation with an I-statement which implies you are respectfully asserting your feelings, beliefs and values, rather than using a you-message which can be viewed as an attack on the other person. For example, 'I feel that ....', or 'I believe that ....', rather than 'You didn't ...' or 'You haven't ...'.
It is important to keep the focus on the issue at hand and not to see it is an opportunity to air all the issues that the parties may have with one another. Make sure you keep on track and if the other party strays off course, gently guide them back to the issue being discussed.
How to stay focused during conflict:
concentrate on the issue and encourage the other person to stay focused too
bring the focus back to the specific issue if they bring up irrelevant information or avoid the issue
use phrases such as, 'I understand that you are concerned about x but what we are talking about at the moment is y'
write down other issues that are raised to remind you to follow them up at a later stage.
This technique is handy particularly when progress to resolve the conflict during conversation stalls or is slow. It involves identifying one or two relevant phrases and repeating them, like a broken record, until the other party recognises what you are saying or understands that you are not offering other options. This technique should never be used to stop someone from expressing their opinion or to reach a conclusion more quickly. If you are unable to reach a consensus, ask the other party if they would consent to using a facilitator or mediator to help resolve the issue.
10. Things to avoid
Here are some things to avoid when trying to resolve conflict and interpersonal differences:
generalising phrases such as accusations that start with, 'you always ....' or 'you never ....'
exaggerating the facts; the aim is to be specific about the situation and your needs, not to make the other person look bad
dealing with too many issues at once, as a person may feel as though they are being attacked and become defensive
Important
Always refer unresolved conflict situations to your supervisor.
11. What you should do
Important
In line with organisational requirements and procedures in your workplace, it is essential that you report signs of any potentially complicated or difficult situations to your supervisor immediately.
