Effective Communication - Multicultural Aged Care€¦ · Effective Communication - CALD Perspectives . Ensure that your verbal and non-verbal communication are consistent, so as

Although funding for this information session has been provided by the Australian Government, the material contained herein does not necessarily represent the views or policies of the Australian Government

Funded by the Department of Health

Effective Communication

How to communicate effectively with clients from CALD Backgrounds

2019

Kaurna

Acknowledgement

Kaurna Acknowledgement

Adelaide and its surrounds are nestled within the lands traditionally owned and protected by the Kaurna people

and their forebears for many thousands of years. Throughout the Adelaide Plains, the Kaurna people

have performed age-old ceremonies of celebration, initiation and renewal.

In convening this meeting, we take the opportunity to acknowledge and honour

the Kaurna people’s traditional ownership of this land, their living culture and the unique role they have played

in the life of this region.


Objectives:

Explore effective communication

concepts and strategies

Discuss how effective communication

and cultural competency intersect

Towards Effective Communication

Outcomes

Increased understandings about effective

communication concepts and strategies

Improved access to information and

resources on effective communication,

CQ and cultural competency


ACTIVITY


Handout Distractions

Sender Receiver

Response

Barriers

Communication Model

Sender’s ideas,

feelings, intentions

Receiver’s interpretation


ACTIVITY Paper Cutting

Partner logo here

Response

Message

Barriers

Barriers to Effective Communication

Before deciding that

someone’s response is inappropriate, ask yourself: is effective communication

occurring here?

Consider cultural norms and taboos in communication

(eye contact, touch or gender-related issues)

Assess physical and emotional health implications (hearing and sight ability, pain, fatigue, fear, anxiety, stress)

Examine potential environmental factors (noise, lighting, temperature, lack of privacy)


Handout Barriers

• Culturally And Linguistically Diverse

• People who identify with a specific cultural and/or language group as a consequence of their

ethnic origin, country of birth, preferred language, religion or ancestry

CALD – what does it mean?

Describing one’s culture is difficult as it is not usually

something that a person is

consciously aware of,

yet it forms the basis of

how a person behaves,

thinks and interprets the world

Culture

It is a pattern for living, that prescribes the values and behaviours

of groups of people in a particular society, community, workplace…

… is a way of life and a worldview of a particular group of people.

Culture

… shapes and influences us inwardly (our values, beliefs, attitudes, perceptions)

… determines us outwardly (our behaviours, reactions, responses and adaptations

Cultural Values and Attitudes

• Underpin our core values

• Are shared by the family, group, community, workplace…

Values are social principles, goals or standards accepted by persons in that culture. What is proper and improper,

what is normal and abnormal behaviour is determined by one’s

culture.

(Thiederman, 1991)

12 Largest birthplace groups

South Australia, ABS 2016 Census: Birthplace, Number

India 27,592 Greece 8,681

China 24,609 Malaysia 7,744

Italy 18,537 South Africa 6,609

Vietnam 14,338 Netherlands 6,597

Philippines 12,460 Afghanistan 6,313

Germany 10,118 Poland 4,957

Potentially big communities of the future

South Australia, ABS 2016 Census: Birthplace, Number 2006-2011-2016

India 6,830 18,742 27,592

China 8,082 15,933 24,609

Vietnam 10,546 12,026 14,338

New Zealand 11,366 12,850 12,933

Philippines 5,440 8,858 12,460

Malaysia 5,342 6,950 7,744

Migration Patterns

Post World War 2 the diversity and numbers of migrants increased dramatically….

Polish, Latvians, Lithuanians, Estonians, Ukrainians,

Germans, Dutch, Hungarians, Italian, Greeks, Serbian, Croatian, Spanish speaking, Chinese, Vietnamese, Cambodian, Middle Eastern, African…

Formula for Action Four As Model

Effective Communication - CALD Perspectives

Ass

um

e

Access

Asp

ire

Agree

What do we know about CALD?

•Well represented in the over 65/80 age cohorts

•Presence for next 30 years+

•Diversity will continue and increase

•Demonstrate and reflect regional demographics

• Less proficient in speaking English… (women)

•Reverting to primary languages and cultures

•Accessing some services

•Preferring some services provided

Multicultural Aged Care Inc. (MAC)

is the biggest collection of

CALD ageing resources in Australia;

and it is available nationwide

MAC Library

Cultural Intelligence (CQ)

Cultural Norms & Values

Cultural Activity Resource Set

Communication Guides

• Afrikaans

• Bosnian

• Cantonese

• Croatian

• Dinka

• Dutch

• Fijian

• German

• Greek

• Hungarian

• Italian

• Latvian

• Mandarin

• Polish

• Russian

Available in 40 different languages

and more…

Phrase Cards

Available in 24 different languages

and more… plus 2 Multi-lingual Cards: for Carers for DTs

• Afrikaans

• Bosnian

• Cantonese

• Croatian

• Dinka

• Dutch

• Fijian

• German

• Greek

• Hungarian

• Italian

• Latvian

• Mandarin

• Polish

• Russian

BREAK


ACTIVITY Five senses


People generally have a preferred communication style

– what’s yours?


ACTIVITY Role play cards

Communication Style

includes how we:

• agree or disagree with others • build relationships, trust and intimacy • communicate and perceive politeness • negotiate • react to, manage and resolve conflict • make decisions and solve problems • interrupt and prefer to be interrupted

Communication Style

• the link between observable behaviour (surface level culture) and the (often hidden) values and beliefs (deep-level culture)

• reflects our personal and cultural upbringing

• a pattern of verbal and non-verbal behaviours - comprises our preferred ways of giving and receiving information in specific situations

• can lead to conflict when we don’t understand other people’s styles


• People are often unaware of their underlying cultural values and beliefs as our actions seem natural to us

• A communication disconnect happens when people do not know/do not recognise the dominant communication style

• The strong feelings that occur during a communication style disconnect often take a person by surprise

People tend to avoid communicating with others who use styles that are different from their own

Let us reflect on:

• How my own cultural values and content

inform my style of communication? • How the cultural values and attitudes

of the person and family inform my reactions and responses?


Being culturally ‘self-aware’

• What is my cultural background? • What values are important to me?

(eg. independence? helping others? honesty?) • How do my values and beliefs differ from those

of others? (Do I know what they are?) • What is my attitude towards other cultures?

(Does it depend on ‘which’ culture?) • How often do I judge or make assumptions

about someone from another culture? • How might someone from another culture

view me? Or my culture?

Communication Style Flexibility

Awareness Knowledge Competency

bridge

practice using and moving between

explore and respond to a range of communication styles

understand and explore your personal communication style

communication styles

communication style differences


Ass

um

e

Access

Asp

ire

Agree

Acquire: Access and assess knowledge about migration patterns and stories, values and belief systems, attitudes to care provision

Anticipate: Assume diversity and uniqueness of person’s and family’s experiences, values, attitudes, stories and acknowledge this diversity

Apply: Aspire to and affirm cultural specific content knowledge and examples

Adjust: Agree to and attribute cultural content to actions, responses

My way to Cultural Competency:

I anticipate knowledge and skills I need to provide culturally appropriate care,

policies and practices responsive to cultural profiles of our residents

I acknowledge our residents’ cultural and religious practices

I aspire to understand and react appropriately to rituals and customs of everyday life and of special days

I assess the situation and adjust my behaviour to accommodate

the needs of our residents from diverse cultural backgrounds


Ensure that your verbal and non-verbal communication are consistent,

so as not to confuse the receiver

Avoid mixed messages

• Get person’s attention • Be on the same

eye level • Convey message

clearly • Listen

actively

General communication strategies

Public space

Social space

Personal space

Intimate space

Anticipate-Acquire-Apply-Adjust

There are a range of useful communication techniques and tools

that may help facilitate communication with people from CALD backgrounds

may be inappropriate or ineffective

in some situations, due to:

• inaccurate translations

• confidentiality issues

• potential disempowerment of the individual

• lack of impartiality

Informal interpreters

To get the most from the experience of

working with an interpreter, be aware of your responsibilities:

• before the session • during the session • after the session

Formal interpreters

Situation Any situation that requires accurate

communication between residents or clients and/or their family

members and careworkers

Urgent situations requiring accurate

communication when it is not

possible to access an on-site interpreter

Simple daily living

situations

Type of interpreter required

NAATI-accredited interpreters or bilingual

health professionals with relevant training

and experience

Telephone interpreting

service

Informal interpreters

Working with interpreters

.

WE, in policy and practice

Recognise Respond to Reflect

our cultural diversity

by minding our Ps and Qs

Planning for diversity

• Anticipate knowledge, skills and resources required

• Acquire knowledge, demographics, statistics, profiles & stories

• Apply cultural content information

• Adjust policies, procedures

Processes of communication

• Clear, concise, standard English

• Bilingual/bicultural workers & professionals

• Interpreting & Translating communication processes

• Diverse means: focus groups, media, charts, brochures, etc. press services, community members

People: it’s all about people

• People from diverse backgrounds

• Bilingual/bicultural workers & professionals

• People with diverse skills, understandings and experiences

• Everyone trained to engage with a range of people

Qs: Questions – Queries – Quandaries

Ask questions to explore, clarify, specify…

Go further than first impressions,

first ideas

Anticipate responses

and solutions

Connect the dots…

•Anticipate diversity

•Adjust •Acquire assumptions cultural information

•Apply knowledge


Questions

Documents

Effective Communication - Multicultural Aged Care€¦ · Effective Communication - CALD Perspectives . Ensure that your verbal and non-verbal communication are consistent, so as