Communication and diversity

Communication involves the sending and receiving of a message from a sender to a receiver in a way which is free of interference and includes feedback. Feedback is used to provide information to the sender about whether the message has been received and understood by the receiver. Interference refers to factors which can inhibit the successful transmission of the message, such as background noise, distractions or language barriers.

Communication can include verbal and non-verbal types.

Verbal	Non-verbal
Verbal communication includes spoken language, as well as augmentative and assisted forms of communication, such as the use of a communication device or board, or Auslan interpreting.	Non verbal communication includes gesture, pointing, body position, tone of voice and voice pitch.

Verbal and non-verbal communication combine to form the message which moves from the sender to the receiver.

Greetings, closings and signs of respect

People use many different types of greetings and closings during communication exchanges. They also show respect for each other in different ways. Sometimes this is based on culture and sometimes it is a reflection of what has been learnt in other situations over time. Greetings and closings can include:

• Nod
• Handshake
• Smile
• Touch of the shoulder
• Bow
• Hug
• Pat on the back
• Eye contact

Signs of respect can include:

• Not using direct eye contact
• Using terms such as ‘Aunty’ or ‘Uncle’
• Asking someone to leave a room or enter a room for a discussion
• Respecting times where a certain person is or is not permitted to be a part of a conversation or in the presence of another person
• Using a chaperone
• sing gestures and action
• Not touching particular parts of the body, such as the head
• Not pointing particular parts of the body towards another person, such as the soles of the feet

Cultural variations

People communicate in very different ways and sometimes these differences are based on their culture. Avoid stereotypes and assumptions though, because not all people from a single cultural background will communicate in the same way.

Differences which may be based in culture can include:

Many people think that particular communication styles go with a single culture, such as assuming that all people who are Japanese will bow as a greeting and all people who are Vietnamese will avoid eye contact with an authority figure. While this is true for some people, don’t this will be the case for every Japanese or Vietnamese person that you meet. Learn about individual communication needs and preferences for each person you meet.

Purpose of communication

People communicate for many different reasons and in many different ways.

Communication is vital for:

• Sharing information
• Building a trusting relationship
• Providing direct support and care
• Finding out more about needs and preferences
• Receiving information from a client or family member

Think about the purpose of your communication before you begin each interaction. Ask yourself:

Who am I communicating with?

What are their communication needs?

What is the message?.

Remember that sometimes it is just as important to listen actively as it is to speak or respond. Listening and speaking are both important parts of verbal communication.

Barriers to communication

Sometimesthere will be communication barriers that you need to manage..

Some potential barriers to communication could include:

• People who do not share a common language
• People who do not have written language skills
• People who cannot read printed text
• The presence of a sensory impairment (vision or hearing loss)
• Power imbalance between the people involved
• A noisy environment
• Distractions

Barriers to communication can occur in many different situations. Communication with clients can often involve barriers, particularly if the person is from a cultural or linguistic background which is different to your own or if they have multiple barriers such as being homeless, having a mental health condition or disability, being a refugee or asylum seeker, or having experienced trauma.

Strategies to manage barriers to communication

There are several steps you can use to manage barriers to communication. These are:

• Identify the barrier
• Plan the communication
• Evaluate effectiveness

Practical approaches can include:

• Using shorter sentences
• Simplifying complex ideas and expressions
• Making a visual or graphic based version of information (e.g. infographics or charts)
• Increasing white space or quiet space (where no words are used)
• Attending to body language
• Changing tone of voice and voice pitch
• Defining jargon or unusual terms that might not be understood
• Responding appropriately to behaviours

The best approach will vary depending on the situation and the communication barrier. Think about the barrier and how it might affect your communication exchange, then plan how to use an appropriate strategy. When you have finished communicating with the person, reflect on the effectiveness of the approach. What went well? What could you improve on? Write your ideas in your reflection journal.

Key Word Sign

Some people use Key Word Sign as a way of communicating with others. This is a modified version of Auslan where only the most important words are signed. It is useful to learn some basic Key Word Signs if you work in community services – they are a great way of communicating with people who have a communication need.

Watch this video to learn more about Key Word Sign:

Distractions

Sometimes distractions can make it harder to communicate. Distractions can be movement of people or objects, wind, noise or computers or TVs. Removing distractions can make communication easier for many clients.

Behaviour as communication

Behaviour is really just another way that people communicate with each other. Sometimes people aren’t able to communicate their ideas and emotions through written or spoken language, and so may use other behaviours to communicate instead. They might call out, shout, hit, pinch or run away as a way of expressing what they are thinking or feeling. Although this might not be the most appropriate way of communicating, it is perhaps the most effective way the person has to communicate with you.

You can think about whether the behaviour is because of:

• Lack of spoken language
• Frustration
• Boredom
• Previous attempts at communication that no one noticed
• Not being responded to

There are many reasons people can use behaviour as a type of communication.

Examples of behaviour as communication which may be seen in community services settings include:

Respectful communication

Communication involves more than simply passing a message from one person the other. Communication is also an important part of how we build relationships. Take your time when you communicate with someone so you can make sure you are being respectful.

Plan what you are going to say and do before you begin. Think about the person and their needs. You may need to adapt your communication style to suit the needs of the person. You will need to know a little bit about the person and their communication preferences.

You can learn about a person by:

• talking to them
• reading notes in their case file
• observing their body language
• talking to other workers
• asking the person to tell you about their communication preferences
• thinking about their previous experiences.

Consider your own role in a communication exchange, as the way you communicate and the importance of trust and rapport will be different in each situation.

Respectful communication with specific groups of people

Some groups of people experience discrimination more often than others in our community. The use of respectful and appropriate communication helps reduce the harm experienced as a result of discrimination. People who identify as lesbian, gay, bisexual, transgender, intersex (LGBTI) or queer are more likely to experience discrimination. Research tells us there is a clear link between these experiences and the incidence of anxiety and depression. Respectful communication is one strategy that can reduce the harmful effects of anxiety and depression for this group of people in our community.

Respectful communication with people from Aboriginal or Torres Strait Islander cultures may mean:

• Being discreet
• Respecting that some information or discussion might relate to Men’s or Women’s business
• Taking a roundabout approach to questioning
• Building a relationship with the person first
• Understanding that ‘yes’ sometimes means ‘I have heard you’ rather than ‘I have understood you’
• Avoiding using greetings of ‘Aunty’ or ‘Uncle’ unless it is appropriate for you to do so
• Understanding that shame may be associated with sharing private or confidential information with another person

There are several types of professionals who can assist with communication and help overcome barriers. These include interpreters, translators and training and support services. Interpreters and translators can provide assistance in overcoming barriers to written and verbal communication. Training and support services can help workers and work teams learn to do their jobs more effectively.

Interpreters

Interpreters are qualified people who speak in more than one language. Interpreters can work in a face to face situation or provide services over the phone. Interpreters listen to a conversation and repeat exactly what has been said by each person, so that the other person is able to understand. Interpreters do not change the meaning of verbal communication and they do not play any role in the actual conversation. Their role is only to repeat the words spoken in the alternate language so it can be understood. You should avoid using interpreters from within the family, particularly if the topic is challenging, personal or confidential. Although family members can often speak the same language as a client, they are not always the best choice for interpreting in situations where confidentiality is important.

Some interpreters use a form of signing called Auslan. This is the language of the Australian deaf community. Auslan interpreters use hand gestures and facial expression to interpret and provide meaning to the other person in a conversation with someone who is hearing impaired

Watch

Go online and visit the website for Auslan Services. Watch the short video to learn more about Auslan interpreting.

Translators

Translators are people who are able to read and write in more than one language. They perform tasks to convert written text from one language into another. Translators can write different language versions of documents. You could use a translator for:

• service guidelines
• case notes
• plans
• application forms
• agreements
• letters
• referrals.

It is important that clients are able to understand the documents you share with them. People cannot sign or agree to services or plans that they cannot read and understand.

Training and support services

You can do face to face or online training. This can include learning about:

• Building knowledge about indigenous cultures
• Learning about how to improve a program
• Mastering better verbal and written communication with clients
• Discovering how to match your communication to the needs of your client

Training and support services may be offered in the workplace as part of a professional development program, or off site as part of a conference, training event or customised solution.

Now it's your turn

1. What are two ways of communicating with a person who is hearing impaired?
2. How could you use imagery as a way to communicate?
3. Why is non-verbal communication just as important as verbal communication?