Communication skills

Introduction

Topic 2: Communication skills starts by covering the importance of effective interpersonal communication skills in the workplace. It is an essential part of any role in community services as it underlies all your interactions and sets the tone for all your relationships.

This topic will also introduce the types of communication policies and procedures you may follow in the workplace.

Finally you will learn about the benefits and processes for giving and receiving feedback, as this is an invaluable tool in understanding how to engage and support others.

Interpersonal skills

Interpersonal skills are those skills necessary to relate to other people and are the fundamental building blocks to developing relationships. Excellent interpersonal skills will help you to establish rapport and trusting relationships with your clients and colleagues, and promote the integrity and capacity of your workplace.

Interpersonal skills are required to:

• communicate with clients to determine their needs, preferences and requirements
• negotiate effectively with others to reach satisfactory outcomes
• develop trusting relationships
• participate effectively as part of a work team
• demonstrate empathy and respect
• understand what makes people ‘tick’
• resolve conflict with minimal confrontation.

Listed below are some strategies you can use to develop your interpersonal skills.

Self-reflection

Reflecting on your work performance and interactions with others is a great way to improve. Many people apply reflective practice after difficult or challenging situations – they will think critically about what happened, how they dealt with the situation and what they should do better or different next time. In terms of interpersonal communication, you can reflect on how well you communicated with people during conflict situations, stressful or emotional times and so on, and how those people reacted to you. Remember that reflection isn’t all about the difficult or negative – when you do well or get great feedback, you should reflect on what you did and why you got such positive feedback so you can continue to apply and improve these skills.

Build diverse relationships

If you don’t build relationships with others, you can’t practice and apply your interpersonal skills. You should develop and nurture relationships in all aspects of your life – your friends and family, your colleagues and your clients. Every relationship (friendship, intimate relationship, professional relationship or acquaintance) will teach you something about personal interactions.

Every person is different and the way in which you interact with them will be different.

Act with honesty and integrity

We all know that honesty and integrity are important to relationships, but how easy is it to be honest and transparent? ‘Honesty is the best policy’, but what if it offends someone or makes a professional relationship difficult?

Building relationships based on mutual trust and respect comes down to honesty. If others cannot trust you, why would they want to build a relationship with you?

In a professional sense, honesty comes down to:

• keeping your word – don’t tell someone you will do something and then not bother
• making sure you get things done in the timeframe you indicated 
• not making promises you know you won’t be able to keep
• role modeling high standards in everything you do 
• speaking up when you have made a mistake – always take responsibility
• reporting conduct that makes you uncomfortable or that you know is unethical
• seeking assistance if you cannot answer a question or deal with a problem.

If you can’t keep your word (some things will be out of your control), make sure you tell those affected as soon as you can – they may be disappointed, but they will appreciate the heads up.

Build trust

Trust is a major component of breaking down communication barriers and building rapport. People are more inclined to listen to, follow and take direction from someone they trust. For example, if a person you didn’t know well advised you to go to that new restaurant down the road, would you be inclined to take their advice over your best friend who advises you not to eat there due to their own experience of the food?

You would most likely take the advice of your friend into consideration when making that decision. This response is based on trust in the relationship you have with them and influences your decision-making process.

Similarly, when interacting with clients and colleagues it is important to build trust with them by being fair, respectful and informative in your approach. People appreciate honesty and can reach an appropriate level of comfort with you if they feel they can trust you in your role.

There are five components of trust:

• Competence
• Consistency
• Integrity
• Loyalty
• Openness.

Once trust is lost, it is much more difficult to regain, so it really is worth the effort.

Practice empathy

Many of these strategies help build your interpersonal skills and your emotional intelligence, and empathy is a key skill in this area. Empathy is how you relate to others – think of the saying ‘walk in my shoes’. Showing empathy means that you understand and appreciate where other people are coming from and why they are behaving in specific ways. It leads to another saying, ‘treat others as you want to be treated’.

Empathy involves strong listening skills – if you can’t listen to people, you won’t be able to understand them.

Be inclusive

We are all different. We come from different backgrounds and cultures, we may have been born in different countries and may speak different languages. Not all of us may identify with the body we were born with. Some of us may be religious or spiritual, others may not be.

Some people have a disability (some are visible, some are not), some do not. Not everyone has the same levels of education and financial security. Not everyone is employed.

An important part of interpersonal skills is to understand that we are all different. Our lived experiences make us who we are. In order to establish and maintain relationships with your colleagues and clients, you need to understand the diversity of people with whom you will interact on a daily basis. Your ability to respect and appreciate those you meet, and your willingness to learn about them, will help build strong and trusting relationships.

Be articulate

The ability to speak clearly and concisely is an important part of communication and how others perceive you – as unfair as it may be, first impressions often last.

Imagine you go into a business and ask for assistance. The person helping you mumbles and ‘umms and ahhs’ their way through the discussion. They jump from one thing to another – there is no logical flow to the conversation. How confident are you that this person is able to help? If you went back to that business, would you seek out this person again or make a beeline for someone else?

If you spend a lot of time with clients, on the phone or in person, you may like to rehearse difficult conversations or conversations that require a lot of information to be provided. Be prepared to answer questions; be prepared for questions that you can’t answer and know what to say when this happens.

Of course, you should also take into account there are people who do struggle to communicate but are excellent at their job and are experts in their field. Being a good communicator does not come easy to everyone, so this is where your empathy skills have to come into play.

Work ethically

When you think of working ethically, you will generally think of ‘doing the right thing’. Ethical work conduct includes, but is not limited to:

• being punctual
• cooperating with others
• respecting others and treating them with dignity
• treating everyone as equal
• making effective use of company time
• not stealing from the workplace
• demonstrating honesty and integrity
• respecting the privacy and confidentiality of others.

People who role model high standards of ethics are well respected and trusted in the workplace by both clients and colleagues.

There is also a concept called ‘ethical interpersonal communication’. This relates to the ethical sharing of information and its impact on others and your relationship with them. When you talk to someone, how often do you consider the impact of the words you say and the way in which you say them?

Your ability to communicate ethically aligns with your ability to maintain relationships. Imagine if you breached the confidentiality of a client for no other reason than it was a good story to tell to a colleague. Assuming that the client found out, not only would they make a complaint about your conduct, but they would rightfully not trust you with their private information any longer. Your colleagues and your supervisor would be questioning whether you have done this before, and whether you have shared information they may have told you in confidence. People will lose confidence and trust in you, and thus your professional relationships suffer.

Address signs of conflict

At some stage we have all watched people head down the path of conflict. Depending on the personalities, the situation may simmer for a while before erupting, or it may quickly turn into an argument. The fallout of conflict is unpleasant – other people get dragged into it (whether they want to or not), people take sides (whether they realise it or not), the workplace is filled with tension, people walk on eggshells and so on. If the conflict remains unresolved and the parties do not address the real issue/s, the workplace can become toxic and everyone is impacted. Addressing, rather than avoiding, the issues that lead to conflict is important when building and maintaining relationships. This involves doses of honesty, negotiation, empathy and patience.

More information on addressing conflict is covered in Topic 3.

Motivational Interviewing

Many people who experience long term poverty and disadvantage do not believe that they will ever be able to improve their lives. Being able to change this attitude and get your clients moving towards a positive mindset to their opportunities can have a life-changing effect.

Motivational interviewing versus the coercive approach

Motivational interviewing is about creating positive and empowering conversations around change. The coercive approach uses intimidation and force to get people to do what you want. Motivational interviewing does not attempt to convince or persuade the person of the need to change or instruct them about how to change. It avoids confrontation and encourages the client to move through stages of change and make personal choices.

The coercive approach, however, will often lead the person to feel they have no choice or to retaliate against being forced to change, which is not in line with the principles of person-centred and rights-based approaches.

The key principles of motivational interviewing are as follows.

There are four elements to motivational interviewing:

1. Partnership: Working collaboratively with client
2. Acceptance: Seeing their inherent worth
3. Compassion: Putting the client’s welfare front and centre
4. Evocation: Evoking the client’s ideas for change.

The following four processes will help you and your clients work toward change:

1. Engaging: developing a good relationship
2. Focusing: working on an agreement regarding goals
3. Evoking: eliciting the client’s wisdom; they are experts in themselves
4. Planning: mutually agreeing on how behaviours of change will be supported.

Workplace policies and procedures

Workplace policies and procedures serve a crucial role in managing communication processes within an organisation. Their purpose includes:

• Standardisation: Policies and procedures provide standardised guidelines for communication, ensuring that everyone within the organisation follows the same protocols. This consistency fosters clear and efficient communication.
• Clarity and expectations: These documents clarify the expectations regarding communication channels, appropriate language, tone, and behaviour in various situations. Employees understand what is acceptable and what is not, promoting a respectful and professional communication environment.
• Conflict resolution: Policies and procedures often outline steps for conflict resolution, ensuring that communication-related disputes are handled in a structured and fair manner. This helps in maintaining a positive work environment.
• Legal compliance: Workplace policies and procedures often address legal requirements related to communication, such as data protection laws, anti-discrimination regulations, and confidentiality agreements. Adhering to these policies ensures legal compliance.
• Efficiency: Clear communication policies streamline communication processes, making them more efficient. Employees know how to convey messages, request information, or report issues, reducing misunderstandings and delays.
• Professionalism: By setting standards for communication, these documents promote professionalism among employees. This includes proper email etiquette, respectful language, and appropriate conduct during meetings and other interactions.
• Training and onboarding: Workplace policies and procedures serve as essential training materials for new employees, helping them understand the communication culture of the organisation. They provide a foundation for effective communication skills training.
• Crisis management: In times of crisis or emergencies, clear communication channels and procedures outlined in policies help disseminate information swiftly and effectively, ensuring the safety and well-being of employees.
• Feedback mechanism: These documents often include procedures for providing feedback or raising concerns about communication issues. This structured approach encourages employees to voice their opinions and suggestions for improvement.

Below are some common workplace policies and procedures and what they may include:

• Code of conduct:
  • cross-cultural communication,
  • respectful communication,
  • transparency,
  • integrity,
  • ethical communication,
  • professional boundaries and so on.
• Privacy, confidentiality and disclosure:
  • requirements related to disclosure of client information,
  • how to inform clients of their rights in regards to the information they disclose,
  • sharing of information between the community service organisation and external service providers, and so on.
• Conflict resolution:
  • how to deal with conflict with clients,
  • how to deal with conflict with colleagues,
  • strategies to implement to defuse or de-escalate,
  • how to deal with crisis situations and so on.
• Conflicts of interest:
  • what constitutes a conflict,
  • who to report it to, and so on.
• Harassment, bullying and discrimination:
  • definitions of each term,
  • how to report incidences,
  • how to communicate with a person who is demonstrating these traits, and son.
• Work health and safety
  • compliance with laws and standards
  • roles and responsibilities
  • risk assessments, reporting and investigation processes
  • Personal protective equipment.

Communication policies and procedures

Organisational policies and protocols serve as essential frameworks, ensuring that communication practices align with the organisation's goals, values, and legal obligations. By providing clear guidelines, these policies contribute to efficient operations, positive relationships, legal compliance, and continuous improvement, ultimately fostering a thriving and effective organisational culture.

Some common communication policies and procedures include:

• Social and digital media:
  • appropriate communication when using these forms;
  • when to communicate using specific types of digital media (that is, should you use email or should you write a hard copy letter?);
  • transparency,
  • accuracy and
  • professionalism.
• Style guide
  • general communication protocols
  • audience considerations
  • font, colour, style and branding
  • templates
• Intranet and internal communications protocols:
  • secure access,
  • forms of communication using the intranet,
  • where and how to communicate and document specific information using the intranet, and so on.
• Reporting and recording communications:
  • what to record and report,
  • how to document information in client files,
  • how to complete incident report forms or other internal documentation,
  • use of language,
  • accuracy of information documented, and so on.
• Reporting for funding/regulatory bodies:
  • what is to be reported,
  • who approves reports,
  • who sends the reports,
  • stakeholders to be collaborated with and so on.
• Intercommunity service organisation communication protocols:
  • how to communicate client information in a way that adheres to privacy and confidentiality requirements,
  • professionalism,
  • ethical conduct and so on.

Below are some examples of communications policies and procedures content for Community Services organisations.

Social and Digital Media Policy and Procedure

Social and Digital Media Policy and Procedure

These types of policies and procedures often include an acknowledgement component for staff to sign to indicate they have read and understood the policy and organisations expectations in this space.

Communications Policy and Procedure

Communications Policy and Procedure

In addition to the information reflected here, you may also find information on fonts, use of colour and templates for different communication methods.

Maintaining Professional and Personal Boundaries

An important part of maintaining positive working relationships with clients includes creating and maintaining professional and personal boundaries. When you work closely with a client, the boundaries between professional working relationships and friendships can become blurred, particularly as you are often discussing such private areas of their lives. Maintaining professional relationship boundaries refers to the establishment and preservation of appropriate, ethical, and respectful interactions between service providers and clients, colleagues, or any individuals involved in community service programs. It involves adhering to established guidelines and codes of conduct to ensure that interactions are professional, supportive, and focused on the well-being of the clients and the community.

The importance of boundaries are explained in the table below.

AREA	IMPORTANCE OF BOUNDARIES
Client welfare	Protection: Maintaining boundaries ensures that clients are protected from potential exploitation, manipulation, or harm.
	Protection: Maintaining boundaries ensures that clients are protected from potential exploitation, manipulation, or harm.
Ethical integrity	Confidentiality: Upholding boundaries helps in maintaining the confidentiality of client information, which is crucial for building trust.
	Avoiding exploitation: Ethical boundaries prevent the misuse of power dynamics, avoiding situations where clients might feel coerced or manipulated.
Professional credibility	Credibility: Professionals who maintain clear boundaries are seen as trustworthy and reliable, enhancing the reputation of the organisation.
	Legal compliance: Adhering to professional boundaries ensures compliance with legal and ethical standards, protecting both the client and the service provider legally.
Preventing burnout	Emotional drain: Maintaining boundaries prevents professionals from becoming emotionally overwhelmed by client issues, reducing the risk of burnout.
	Work-life balance: Professionals can maintain a healthy work-life balance by preventing their personal lives from becoming excessively entangled with their professional responsibilities.
Respectful environment	Respect: Maintaining boundaries fosters a respectful environment where everyone's dignity and privacy are preserved.
	Diversity and inclusion: Professionals can respect and accommodate diverse cultural norms and values by maintaining appropriate boundaries tailored to individual clients' needs.
Professional Development	Continuous learning: Professionals who maintain boundaries are more likely to engage in continuous learning and self-reflection, improving their skills and effectiveness.
	Team collaboration: Clear boundaries facilitate effective collaboration among professionals, ensuring that everyone's contributions are valued and respected.
Conflict prevention	Conflict resolution: Professional boundaries help prevent conflicts from arising due to misunderstandings, miscommunications, or blurred lines of responsibility.
	Focused support: Clear boundaries enable professionals to maintain focus on providing necessary support and interventions to clients without distraction.
Client Empowerment	Autonomy: Respecting boundaries empowers clients to make autonomous decisions about their lives, fostering a sense of control and self-efficacy.
	Strength-based approach: By maintaining boundaries, professionals can apply a strength-based approach, emphasising clients' abilities and resources rather than their limitations.

When a client oversteps professional boundaries in community services, it's important to handle the situation delicately, ensuring the well-being of the client while maintaining professional integrity. Signs of a breach in your boundaries may include:

• doing things for a client rather than enabling a client to do it for themselves
• spending time with one client more than others
• having strong feelings for a client
• disclosing excessive personal information to a client
• entering into a relationship with a client
• accepting or giving personal gifts
• interacting socially with a client
• interacting with a client via social media.

Where a breach may have occurred, consider the following steps to reinstate your boundaries:

1. Stay calm and composed, avoiding emotional reactions. Your demeanour can influence the client's response.
2. Politely and assertively remind the client of the professional boundaries without blaming or shaming them. Use "I" statements to express your feelings, such as "I feel uncomfortable when..."
3. Remind the client of the expectations and limitations of the professional relationship. Explain the purpose of these boundaries in maintaining a safe and respectful environment.
4. Acknowledge the client's feelings or concerns without agreeing to compromise the boundaries. Empathise with their perspective, demonstrating understanding while maintaining the professional stance.
5. Offer alternative sources of support or referrals if the client's needs are not within the scope of your professional role or if the boundaries are consistently violated.
6. Consult with your supervisor or manager to discuss the situation, seeking guidance on how to handle the specific case. They can provide support and, if necessary, intervene in a manner consistent with organisational policies.
7. Keep detailed records of the incidents, noting dates, times, and specifics of the interactions. Document any actions taken to address the situation and the client's responses.
8. If the client continues to overstep boundaries after reminders and warnings, implement consequences as outlined in organisational policies. This might include limiting the type or frequency of services provided.
9. In extreme cases, consider involving a neutral third party, such as an ethics committee or mediator, to facilitate a conversation between you and the client.
10. Debrief with colleagues, supervisors, or a counsellor to manage your own emotional reactions. Self-care is crucial in maintaining resilience and professionalism in challenging situations.
11. If the client's behaviour becomes threatening, harassing, or violent, prioritise your safety and the safety of others. Follow organisational protocols, which may involve reporting to the appropriate authorities.
12. After the situation is resolved, reflect on the incident. Consider what worked well and what could be improved in handling similar situations in the future. Continuous learning is essential in professional growth.

Maintaining professional boundaries protects you and your clients. Most agencies will have information about professional boundaries in their code of conduct/code of ethics.

Feedback refers to information or responses provided to an individual or a group regarding their performance, behaviour, or efforts. It can come from various sources, including colleagues, supervisors, clients, or self-assessment. In a professional context, feedback serves as a valuable tool for personal and organisational development.

Feedback is important for the following reasons, and more:

• Feedback provides insights into strengths and areas needing improvement, enabling individuals to enhance their skills and performance.
• Constructive feedback helps individuals understand their strengths and weaknesses, fostering self-awareness and self-reflection.
• Feedback encourages a culture of continuous learning and development, prompting individuals to seek knowledge and improve their skills.
• Constructive feedback, when given and received respectfully, strengthens professional relationships. It fosters trust and openness among team members.
• Feedback holds individuals accountable for their actions and decisions, promoting a sense of responsibility and ownership.
• Feedback helps individuals align their goals with organisational objectives. It guides them toward achieving personal and professional targets.
• Positive feedback acknowledges accomplishments and boosts confidence. It motivates individuals to continue their good work.
• Constructive feedback can address misunderstandings and conflicts. It provides a platform for resolving issues and improving working relationships.
• Feedback can inspire creative thinking and innovation. It provides perspectives that can lead to new ideas and approaches.
• Feedback offers different viewpoints, allowing individuals to make more informed decisions. It encourages diverse thinking and problem-solving.
• Feedback from mentors and coaches is essential for professional growth. It provides valuable guidance and helps individuals navigate their careers.
• When individuals within an organisation receive and act upon feedback, it collectively improves the overall performance and effectiveness of the organisation.

Seeking and responding to feedback

Seeking and responding to feedback on communication effectiveness is crucial for personal and professional growth in community services.

Seeking feedback

Here are some steps to seek productive feedback:

• Welcome constructive criticism: Embrace criticism as an opportunity for growth. Constructive feedback can highlight areas where you can enhance your communication skills.
• Be open and approachable: Create an open and non-threatening environment where people feel comfortable providing feedback. Encourage honest communication.
• Use anonymous surveys: Some individuals might feel more comfortable providing feedback anonymously. Implement methods like surveys or suggestion boxes to collect honest opinions.
• Seek feedback regularly: Request feedback periodically, not just during formal evaluations. Regular feedback allows for continuous improvement.
• Ask specific questions: Ask specific questions about your communication style, clarity, and effectiveness. For example, you can inquire about how your message was received or if there are areas for improvement.
• Actively listen: When receiving feedback, listen attentively without interrupting. Show that you value the input and are open to understanding others' perspectives.
• Reflect on feedback: Take time to reflect on the feedback received. Consider the validity of the points raised and think about how you can apply the feedback to improve your communication.

Responding to Feedback

Here are some steps for how to receive feedback:

• Express gratitude: Thank the person providing feedback, regardless of the nature of the feedback. Expressing gratitude encourages openness and future feedback.
• Acknowledge the feedback: Acknowledge the feedback and demonstrate that you have understood the points raised. This shows that you value the input.
• Apologise and make amends (where appropriate): If the feedback indicates a mistake or misunderstanding, apologise sincerely and take corrective action. Demonstrating accountability builds trust.
• Develop an action plan: Develop a plan to address the feedback. Set specific, measurable, achievable, relevant, and time-bound (SMART) goals to work on the areas identified for improvement.
• Seek guidance and training: If the feedback reveals a need for improvement in specific areas, consider seeking guidance or training. Professional development can enhance your skills.
• Follow up: Follow up with the person who provided feedback to update them on the changes you've made based on their input. This demonstrates your commitment to improvement.
• Monitor progress: Continuously monitor your progress. Regular self-assessment can help you gauge how effectively you've implemented the feedback and whether further adjustments are needed.
• Celebrate achievements: Celebrate your progress and achievements. Recognise and acknowledge the effort you've put into improving your communication skills.

Remember that seeking and responding to feedback is an ongoing process. By incorporating feedback into your professional development journey, you can enhance your communication effectiveness and build stronger relationships with clients, colleagues, and external networks in the community services sector.

Giving feedback

The purpose of giving feedback is to facilitate growth, improvement, and positive change.

Constructive feedback provides individuals with valuable insights into their performance, enabling them to enhance their skills, behaviours, and overall effectiveness. It helps by reinforcing positive aspects of their work and highlighting areas that require development, fostering a culture of continuous learning and development within the organisation.

Tips for giving constructive feedback:

• Be specific and clear: Address specific behaviours or actions, providing clear examples. Vague feedback is less actionable.
• Focus on behaviour, NOT personality: Critique actions and behaviours, not the person's character. Separating the behaviour from the individual reduces defensiveness.
• Use the "Feedback sandwich": Start with positive feedback, provide constructive criticism in the middle, and end with positive reinforcement. This approach softens the impact of criticism.
• Be timely: Give feedback as close to the event as possible. Timely feedback is more relevant and easier to remember.
• Be sensitive and empathetic: Consider the feelings of the recipient. Use empathetic language and tone to convey your message respectfully.
• Be solution-oriented: Provide suggestions for improvement. Offer actionable advice on how to address the issues discussed.
• Participate in active listening: Allow the recipient to respond and express their perspective. Listen actively to their thoughts and concerns.
• Encourage self-reflection: Encourage the individual to reflect on the feedback provided and think about how they can improve.
• Be consistent: Apply feedback consistently across all team members to maintain fairness and equity.
• Follow up: Check in with the individual after a period to see how they are progressing. Provide positive reinforcement for improvements made.
• Use "I" statements: Frame feedback using "I" statements to express your observations and feelings without sounding accusatory. For example, "I noticed..." instead of "You always..."
• Maintain privacy: Provide feedback in private to avoid embarrassment and maintain the individual's dignity.

Constructive feedback, when given thoughtfully and respectfully, serves as a powerful tool for personal and professional development, fostering a culture of open communication and improvement within the workplace.

Summary

You should now feel comfortable with communication skills to be applied to a range of professional interactions as covered in Topic 2: Communication skills.

This topic also provided the context for communication policies and procedures with examples provided throughout this module.

Feedback is an important component of growth and development, for you and those around you. Seeking, addressing and even giving feedback is vital to this improvement process with all the considerations and processes provided.

Once you are comfortable with your understanding of this topic, complete the knowledge check activity below. If you do not achieve 100% or are not clear on any of the information captured there, go back and review this topic before trying again.

Topic 2: Knowledge check