Communication process

Communicating in writing

Written correspondence with your clients must strike a balance between professionalism and friendliness; it must conform to the workplace style guides and protocols, without being so formal as to alienate clients, especially if they have literacy issues.

All written communication must be:

• grammatically correct
• free of jargon
• unambiguous
• easy to understand
• easy to follow
• professional
• free from bias.

No matter what the method of written communication is, and how formal the style, each item of communication is important and will present an image of your professionalism and that of your community service organisation.

Tone and style

The purpose of your written correspondence will determine the tone and style of your writing. Tone can be described as ‘ … the expression of a writer’s attitude toward subject, audience, and self’ (Nordquist 2018). Your tone reflects the image that you and your organisation want to project to those who are reading your correspondence. The tone of your correspondence can go a long way to helping, or harming, your relationship with your audience. For example, if your tone is condescending the reader may think you are treating them as inferior. If your tone is friendly, the reader will think well of you and continue to be engaged.

Digital media

The impact of digital media on the community services and health sector has been transformative, revolutionising how information is disseminated, services are delivered, and people are engaged.

Here's an overview of its many different impacts

1. Accessibility and information dissemination:
   • Digital media enables organisations to reach a broader audience, including remote or underserved communities, improving access to crucial health information and services.
   • Health organisations can disseminate real-time information about disease outbreaks, preventive measures, and health guidelines, ensuring the public stays informed promptly.
2. Health education and awareness:
   • Digital platforms offer interactive educational materials such as videos, animations, and quizzes, making health education engaging and effective.
   • Social media and online ads allow organisations to run targeted health awareness campaigns, reaching specific demographics with tailored messages.
3. Telemedicine:
   • Digital media facilitates telemedicine, enabling remote consultations, reducing travel, and improving access to healthcare professionals.
4. Remote monitoring:
   • Remote monitoring devices connected to digital platforms allow healthcare providers to monitor patients' vital signs, ensuring timely interventions and reducing hospital admissions.
5. Patient engagement and empowerment:
   • Health apps empower individuals to manage their health, monitor chronic conditions, track medications, and access reliable health information.
   • Digital platforms host support groups and forums where patients and caregivers can share experiences, advice, and emotional support, fostering a sense of community.
6. Efficient administration and communication:
   • Digital platforms facilitate online appointment scheduling, reminders, and cancellations, improving scheduling efficiency and reducing no-show rates.
   • Intranets and collaboration tools enhance internal communication among healthcare staff, ensuring streamlined workflows and sharing of vital information.
7. Data analytics and research:
   • Digital platforms generate vast amounts of data, allowing organisations to analyse health trends, patient behaviours, and treatment outcomes, leading to more informed decision-making.
   • Online platforms enable patients to participate in research studies, expanding the pool of participants and accelerating medical research.
8. Emergency response and crisis management:
   • During emergencies, digital media platforms allow swift communication of safety protocols, evacuation routes, and updates, ensuring the safety of the community.
   • Social media platforms facilitate the coordination of community assistance during disasters, connecting volunteers and resources with those in need.
9. Resource allocation and fundraising:
   • Data analytics help organisations allocate resources efficiently, identifying areas with high healthcare needs and directing resources accordingly.
   • Digital media platforms enable organisations to raise funds for medical research, humanitarian aid, and community health initiatives, engaging a global audience in supporting important causes.

The impact of digital media in the community services and health sector is vast and multifaceted. It enhances accessibility, engagement, and efficiency, ultimately leading to improved healthcare outcomes, informed communities, and empowered individuals taking charge of their health and well-being.

Methods of written communication

Written communication refers to the methods used to exchange of information, ideas, or messages through written words. There are many different methods for written communication, many of which rely on the use of technology and digital media. Examples of written communication you may need to complete in the workplace include:

• emails
• letters
• case notes
• reports
• presentations.

Written communication in the community services and health industry is vital for maintaining accurate records, educating patients and the public, ensuring internal and external communication, and supporting research and data-driven decision-making. Effective written communication ensures clarity, consistency, and adherence to professional standards and regulations.

Your written communication style must be appropriate for the method of communication and its audience. For example, the way you communicate in writing with clients will be different to the way you communicate in writing with colleagues with whom you work closely.

Letters

Letters in the context of the community services and health industry are formal written messages typically printed on paper and sent via mail or email. While the use of letters has decreased with the rise of electronic communication, they are still employed for various purposes in the community services and health sector:

Letters in the community services and health industry are crucial for maintaining formal communication, ensuring legal compliance, and providing clear, documented information to patients, clients, and stakeholders. They also play a role in fundraising, education, and collaboration efforts within the sector.

Letters to clients and other external parties and stakeholders are formal documents. They may be written to formally inform people of information such as the time and date of appointments, the outcome of an interview or as a cover letter to a report or other information the party has sought.

Letters are generally printed on letterhead – this may need to be done on a hard copy letterhead or a template may be used that has the letterhead included.

Similarly if you consider the mail you receive in your personal life, they are generally provided to inform you of information or charges and are captured on organisational templates or letterheads.

Emails

Emails are electronic messages sent via the internet from one user to another using an email client. They are a fundamental form of communication in the modern workplace, including the community services and health industry.

Email is used for the following purposes in a professional context:

Emails are a versatile tool, providing a written record of communication and facilitating both internal and external interactions within the community services and health industry. Professionals rely on emails for timely, efficient, and secure communication, supporting the delivery of quality services and effective collaboration.

Emails may be informal in nature (usually used in internal communication) or formal in nature (used for external communication or to share important information). Either way, emails should include the same formal language requirements as you would use for a letter that goes in the mail.

Listed below are some important tips for writing emails:

• run spell check
• after the spell check, read over your email – spell check doesn’t pick up all errors
• makes sure you have written everything you need to – there is nothing more annoying than receiving an extra email that includes information that was forgotten
• if you have referred to attachments, make sure you have attached them
• make sure you have added all recipients when creating a new email
• remember to click Reply All if you need to reply to everyone.

Case notes

Case notes are detailed records of interactions, observations, assessments, and interventions made by professionals with clients or patients. These notes are often taken during or immediately after a client session or interaction and are an essential part of the documentation process in social work, counselling, healthcare, and related fields.

Case notes are used for the following purposes:

When you are writing case notes about a client you must keep your tone and language professional and impartial. Personal opinions and judgement have no place in professional report writing. Report only the facts in case notes and ensure that all information documented is accurate and factual.

Statements of opinion and judgment tend to contain phrases like:

• I think…
• I feel…
• In my opinion…

Factual statements will include phrases like:

• The client demonstrates…
• They stated that…
• The employer’s records show…

Most agencies will have templates and guidelines for how to write appropriate case notes. If your community service organisation has these documents you must follow them.

Reports

A report is a formal document that presents information in a structured, organised manner.

Reports are used to convey specific information to a particular audience, often for the purpose of decision-making, analysis, or dissemination of research findings. Reports can vary widely in their format and content based on the purpose, audience, and the type of information being presented.

Reports may disseminated across a team or organisation to provide an update or upwards internally (that is, to management or the board) and externally to funding bodies.

Reports often use a high level of industry and technical language, and are written in passive voice. The audience for reports are usually highly literate and have expertise or at least experience in reading and unpacking the report’s content.

You might have to write a report for one of several reasons, including:

• to make recommendations
• for compliance or funding purposes
• to explore the feasibility of a project
• to report on the progress or completion of a project
• to present research
• to present an issue and possible solutions
• as part of regular monthly or annual reporting.

Key characteristics of a report include:

1. Reports serve a specific purpose, such as providing information about a project, summarising research findings, analysing data, or making recommendations. The purpose dictates the content and structure of the report.
2. reports typically have a standardised structure, including sections like introduction, methodology, findings, analysis, conclusions, and recommendations. The structure helps readers navigate the document and understand the information in a logical sequence.
3. Reports are tailored to a specific audience, such as managers, stakeholders, researchers, or the general public. The content and language used in the report are adapted to meet the needs and expectations of the intended readers.
4. Many reports are based on research and data analysis. They often include detailed information about the methods used to collect data, the results of the analysis, and the conclusions drawn from the findings.
5. Reports are formal documents and are usually written in a clear, concise, and objective manner. They avoid personal opinions and emotions, focusing on factual information and evidence.
6. Reports often include visual elements such as charts, graphs, tables, and images to present data and information visually. Visuals enhance understanding and make complex information more accessible.

There are many types of reports you may have to write and depending on their complexity and length, they may include:

Reports have a formal structure, generally following standard templates and style guides.

Style Guides and Protocols for Written Correspondence

Many agencies have particular requirements for how written communication is presented internally and externally. This is generally captured in a ‘style guide’ which sets out the parameters of written documentation to ensure consistency.

A style guide generally includes guidance on:

• fonts
• font sizes
• heading levels
• margins
• headers and footers and what is included in them
• use of corporate colours and logo
• preferred spellings
• grammar and punctuation
• common misspellings to avoid
• culturally competent communication
• greetings/salutations
• what to avoid (for example, resizing logos, using non-corporate colours, changing font or font size, inappropriate use of imagery, use of all caps and so on).

The information within the style guide may be referred to as the ‘house style’.

Style guides are covered more in Topic 2.

Face-to-face communication

Face-to-face communication refers to direct, in-person interactions between individuals or groups where information, emotions, and intentions are conveyed through verbal and non-verbal cues, including facial expressions, gestures, tone of voice, and body language. In community services and health contexts, face-to-face communication is a fundamental aspect of providing personalised and empathetic care and support.

Key aspects of face-to-face communication in the Community Services and Health industry include:

In the community services and health context, face-to-face communication remains a cornerstone of quality care, allowing for personalised, culturally sensitive, and empathetic interactions that address the unique needs of individuals and communities.

Face-to-face communication can be broken down into two key components:

1. Verbal communication
2. Non-verbal communication

Verbal Communication

Language is complex and it is not only the words that give our speech meaning but also the way in which we use them.

Key tips when using verbal communication in the workplace:

• Match your language to your audience and purpose – use languages and words they will understand.
• Match the format of your language to your audience and purpose – use meetings for formal communication or calls for less formal communication.
• When using technical terms, explain them first.
• Avoid slang or colloquialisms.

Never assume someone has the same experience with language as you do. Australia is a multicultural country, and the workplace is often global, so consider your audience’s first language and experience with the language you are communicating in.

If you are not sure what language your clients or peers can speak, ask them. Where needed you have the option to engage translation services to help bridge any gap that may exist.

Non-verbal communication

During interactions, people continuously give and receive non-verbal cues. All of these cues send strong messages – they can indicate how people are feeling, whether they are telling the truth, whether they are interested in the conversation and how well they are listening to you.

Examples of non-verbal communication include:

• facial expression
• the way we talk
• gestures
• posture and body movements.

Facial expressions

This is probably the most obvious of the non-verbal cues. In addition to, or sometimes in contrast to what is being said, you can apply a tone or mood to the message based on the communicators facial expressions. And likewise, the communicator can determine how their message is being received by interpreting the audiences facial expressions.

While a simplistic adaptation, emoticons are a good example of how facial expression are interpreted. In fact, emoticons were developed to add facial expressions to short written messages to provide additional meaning or context to what is said. This can address issues of how a message is intended as we can assign a mood to go with it helping to clarify if we are serious, frustrated, sarcastic or amused.

The following facial expressions indicate how this person is feeling throughout their interaction.

The way we talk

How you say something is as important, perhaps even more important, than what you say. Using your voice in ways that are appropriate to the situation will help to clarify and cement the message you are sending.

Using your voice:

Gestures

Gestures are a form of non-verbal communication made by movements – usually by the hands. Many gestures are done consciously. For example, we use them to wave, point or beckon, or indicate size. Many are done subconsciously such as nodding, shaking your head, tightening your fist when angry, touching your face when lying.

The following gestures indicate how this person is feeling through their hands.

Posture and body movement

The position of a person’s body and how they use movement throughout a conversation are also important non-verbal cues. The following are some common examples:

• Nodding your head indicates agreement.
• Crossing your arms indicates defensiveness and lack of openness.
• Leaning forwards in a sitting position with your arms uncrossed indicates an open and interested attitude.
• Hands on your hips indicates aggression.
• Hands clenched behind your back suggests authority.
• A slouched posture may indicate feelings of hopelessness or inadequacy.
• Fidgeting may indicate boredom or nervousness.
• Holding your chin in your hand indicates thought and contemplation.

It is important to note that not all body positions and movements may align with the person’s message. You need to consider the environment, situation and the person themselves. Using some of the examples above:

• If you are talking to someone outside and they are crossing their arms it may be because it is cold and they are trying to keep warm.
• If you are talking to someone and they are fidgeting, they may actually be listening to you but have a habit of fidgeting when idle.
• A person with a slouched posture may in fact have some back or spine issues that make sitting upright difficult or uncomfortable, or they may have no idea they are slouching as it is a habit.

Influences of Non-verbal Communications

Non-verbal communication can be dramatically influenced by culture, disability and religion and many other factors.

Some examples include:

• Pointing at someone may just be a way of getting someone’s attention in one culture, however it may be a threat in another.
• Personal space needs for Australians are larger than for many Asian cultures whereas some people living with intellectual disabilities may have no personal space barriers.
• Direct eye contact usually indicates you are paying attention to the person you are speaking with, however in some cultures it is seen as a direct challenge and for some individuals living with Aspergers Syndrome it is impossible.
• Any kind of physical contact, particularly of the opposite sex may be a cultural taboo, although shaking someone’s hand may also be expected in some professional environments.

There is no one rule book for how to apply verbal or non-verbal communication as it is dependent on so many different factors, so the safest way to go would be to be polite and professional and look to your counterpart for how they are acting. This is often the benchmark you should apply.

Listening skills

The ability to listen is probably the most important communication skill for good workplace relationships. Listening may be active or reflective.

Active listening

Unless you actively listen to what your client is saying, you will never fully understand their needs and give them good service.

Active listening is more than just hearing what the other party says. Active listening involves understanding the meanings of the other party’s verbal and non-verbal communication.

To be an active listener you need to:

1. Pay attention – note the speakers message including language used as well as any non-verbal queues
2. Provide feedback – ask questions and share your thoughts with the speaker
3. Show you are listening – provide non-verbal cues such as nodding your head where appropriate
4. Defer judgement – let the speaker finish before you react or respond
5. Respond appropriately – make sure you understood the message and any outcomes and then reply as appropriate

Reflective listening

Active listening is emphasised common in western cultures. Eastern cultures are more aligned to reflective listening. Reflective listening is a communication technique that involves actively listening to a speaker, then pausing before repeating or paraphrasing back what was said to confirm understanding. It's a way of demonstrating empathy and showing the speaker that you are truly engaged in the conversation. Reflective listening involves not just hearing the words, but also understanding the emotions and intentions behind them.

By reflecting back the speaker's thoughts and feelings, you validate their experiences, promote trust, and encourage deeper communication. This technique is often used in counselling, therapy, and conflict resolution to foster a sense of connection and mutual understanding between individuals.

Questioning Skills

We use questioning to gather more information. It can be to grow our knowledge, inform decision making, clarify tasks to be undertaken and in a work context it helps us to understand the experiences and needs of others.

There are 4 different types of questioning that you can use, depending on the kinds of information you require. These include:

• Open questions
• Clarifying questions
• Probing questions
• Closed questions

Open Questions

Open questions are used when you need to gather more information, promote conversation or find out more about the person you are talking to.

Open questions will often start with the following:

• How…?
• What…?
• When…?
• Where…?
• Why…?

Some of the most common examples of open ended questions in community services and health roles include: “What can I help you with?”, “How did that make you feel?” etc.

Bear in mind that open questioning invites people to talk – and some people just love to talk. If needed, you can reduce or redirect this by incorporating some closed questioning or other tactics to maintain control of the depth and direction of the conversation.

Clarifying Questions

We use clarifying questions to confirm that the message received is the message intended and to ensure you have in fact understood the message correctly.

As an example you might use a clarifying questions such as, “So you are asking for…?” or “So what I understand you to be saying is…. Is this correct?”.

Probing Questions

Use probing questions to find out more specific information. A probing question is open in its nature but uses information already gathered to delve deeper into the client’s requirements. For example, the client may have answered the question ‘What are the most important things to you in a support service? ?’ by explaining that it is very important for the service to be flexible and fit in with their other commitments.

Probing questions would find out more specific information about this – for example, what kind of flexibility to they require? Do they have children to pick up after school? Do they require a later starting time? Do they have other service appointments they need to keep?

Closed Questions

Closed questions require a simple answer – generally “yes” or “no”. For example, “Have you got your driver’s licence?”.

Closed questions are used to find out facts, or limit the discussion – that is, you wish to know the answer to a question but do not need further details.

The answer provided may be all you need or it may help to direct you to more appropriate open questioning. For example, “Are you looking for full time or part time work?”

Everyone has different ways of communicating their needs and wants, ideas and thoughts; sometimes it can seem like we are all on different pages, yet other times like we are in complete agreement. Part of this can be about differences of opinion and motivation, but sometimes it’s about the way that we communicate.

Researchers have identified seven basic styles of communication. These include:

1. Assertive
2. Aggressive
3. Passive-aggressive
4. Submissive/passive
5. Manipulative
6. Direct
7. Indirect

Understanding each of these styles helps us to determine how we perceive and are perceived by our colleagues and clients. This information can be used to help develop positive and effective workplace relationships.

Assertive communication style

The recommended communication style for the workplace is considered to be the assertive style. People who use assertive communication are able to balance their need to be heard and get their needs or wants met by respecting the rights and needs of others.

The assertive communication style is good for minimising conflict and controlling emotions as it can be seen as a neutral communication style. It enables you to establish your confidence in a situation without taking away anything from the person you are communicating with.

When people use an assertive communication style, they will:

• make eye contact with the people to whom they are speaking and show sincerity
• use body language and gestures to show interest in the conversation
• use their voice to reassure their audience and maintain their engagement
• choose an appropriate time and place for communication.

Aggressive communication style

Aggressive communication styles can be counterproductive, and quickly ruin workplace relationships. People who use aggressive styles often do so as a form of defence or because they want to win at any cost.

Key traits of aggressive communication:

• loud
• bullying
• threatening
• hostile
• intimidating
• disrespectful
• blame shifting

When people use aggressive styles of communication they will:

• force their needs and opinions on others 
• use intimidating vocal styles and language to get their way
• use their physical presence or physical aggression to intimidate.

Passive–aggressive communication style

People who suffer from a sense of powerlessness or low self-esteem may use passive–aggressive communication styles. Passive aggressive communication masks buried or hidden feelings of anger behind passive traits.

Key traits of passive-aggressive communication:

• sarcasm
• victim mentality
• poor self-esteem
• indirect
• manipulative
• sullen behaviour
• excuse making
• stubbornness

Passive–aggressive communicators can be subtle in the cover up of their true intentions, but often they will:

• have conflicting verbal and non-verbal cues
• be negative and patronising
• insult others
• be resistant and obstructive
• be two faced and devious
• sabotage or undermine those they believe have wronged them in some way.

Submissive/passive communication styles

People who use a passive or submissive style of communication like to please people and may avoid conflict at any cost. This might look like a good strategy in the workplace, but it often comes at the cost of the individual’s rights, and at the cost of quality relationships and outcomes.

People who use passive or submissive communication behaviours may suffer from self-esteem issues or social anxiety. They will:

• speak quietly
• avoid eye contact
• slouch in an attempt to make themselves less visible
• avoid getting involved in conflict.

Manipulative communication styles

People will use manipulative communication styles to control and influence others to their own advantage. While using manipulation to get what you want might seem like a good idea, it can definitely backfire with certain personalities.

People don’t like to feel manipulated and it can make you appear untrustworthy and calculating.

People who use manipulation to meet their goals often do not think about the feelings of others. They will:

• have their own agenda
• use strong emotional non-verbal cues, such as ‘fake tears’ or moping, to gain sympathy
• learn the weak spots of those they deal with regularly in order to exploit them for their own gain
• use guilt to get others to do what they want
• communicate in a way that makes it hard for others to refuse them
• be focused on meeting their own needs and wants rather than working with others.

Direct communication style

People who use direct communication styles don’t ‘mince their words’ and get straight to the point. Direct communication ensures that everyone knows where they stand and messages are received as they were intended to be heard.

Key traits of direct communication:

• blunt
• clear
• lack of pretense
• no hidden agenda
• yes/no answers
• firm
• may come across as abrupt
• can be taken at face value

People who like to use direct communication might appear to lack empathy or the ability to relate to others. They might come across as aggressive, rude or harsh in their approach when it is not in fact their intent. They will:

• be consistent in their use of verbal and non-verbal cues, which shows honesty
• lack patience or be time poor
• be outcome focused.

Indirect communication style

Indirect communication is the opposite of direct communication. People use indirect communication styles to hide their true intentions or meanings. It can be hard for others to understand what indirect communicators are trying to achieve, and it can lead to negative or incorrect outcomes.

Key traits of indirect communication:

• has a hidden agenda
• talks around a subject
• has indefinite goals or deadlines
• use "maybe" rather than "yes" or "no"
• avoids answering questions directly
• answers a question with a question
• vague
• avoids conflict

Often indirect verbal communication is paired with indirect non-verbal cues, such as avoiding eye contact or using a questioning tone when answering questions (that is, using upward voice inflections). Indirect communicators may also use sub-vocalisation, such as groans or ‘tsking’ to note their disapproval rather than actually saying anything.

Cultural differences in communication styles

Culture impacts individuals communications styles. For example in some cultures such as the United States and Germany, communication is often explicit and straightforward. People openly express their thoughts and opinions in line with direct culture characteristics.

Indirect communication characteristics are more common in many Asian and Middle Eastern cultures, where it is more implicit. People may rely on non-verbal cues and context, and direct confrontation or disagreement is avoided.

Cross cultural communication protocols

Cross-cultural communication refers to the ability to effectively interact and communicate with individuals from diverse cultural backgrounds. It involves understanding and appreciating cultural differences, such as language, customs, beliefs, and values, and adapting communication styles to ensure mutual understanding and respect.

In the context of community services, workers must be culturally sensitive and aware, recognising the unique needs and perspectives of clients from various cultures. Successful cross-cultural communication fosters trust, promotes inclusivity, and ensures that services are delivered in a culturally competent manner, addressing the specific requirements of diverse communities.

Cross cultural communication protocols

Cross-cultural communication protocols are essential in the workplace to ensure respectful and effective interactions with individuals from diverse cultural backgrounds. Here are some relevant protocols:

• Active listening: Listen attentively and respectfully to clients, acknowledging their cultural perspectives. Avoid making assumptions or judgments based on cultural stereotypes.
• Cultural sensitivity training: Community services workers should undergo training to enhance their understanding of different cultures, traditions, and communication styles. This knowledge equips them to approach interactions with cultural awareness.
• Respect for traditions: Respect cultural customs, traditions, and beliefs. Be mindful of religious practices, dietary restrictions, and traditional healing methods.
• Avoiding assumptions: Avoid making assumptions about a person's beliefs, values, or practices based on their appearance or ethnicity. Treat each individual as unique, recognising diversity within cultures.
• Use of interpreters: When language barriers exist, use professional interpreters or translators to ensure accurate communication. Avoid using family members or friends as interpreters, as they may not provide unbiased translations.
• Non-verbal communication: Be aware of non-verbal cues, which can vary across cultures. Gestures, facial expressions, and body language may have different meanings in different cultures.
• Clarification: If unsure about a cultural practice or belief, politely ask for clarification. Most people appreciate the genuine interest in their culture and are willing to explain.
• Flexible communication: Be open to adapting communication styles. Some cultures may prefer indirect communication, while others may value directness. Adjust your approach based on the individual's cultural background.
• Cultural mediators: In situations involving complex cultural differences, involve cultural mediators or community leaders who can bridge the gap between the service provider and the client.
• Feedback mechanisms: Establish feedback mechanisms where clients can express concerns about cultural misunderstandings. Use this feedback to improve services and cultural competency.

By adhering to these protocols, you can build trust, enhance communication, and provide culturally competent support to individuals from diverse cultural backgrounds.

Communication approaches

Just as everyone has different ways of communicating, there are multiple ways to approach communication. In a community services and health context there are two main approaches. These are:

1. Person-centered approach
2. Rights-based approach

Person-centered Approach

When providing community services to clients, particularly those with disabilities or those from disadvantaged backgrounds, this literally means putting the person at the centre of the process. It includes making connections with clients, understanding their abilities and strengths and getting to know their needs and desires, goals and dreams. This helps you find employment outcomes that match your clients as closely as possible.

Rights-based Approach

Protecting the rights of your clients and making your clients aware of their rights is a key part of your role. There are three defining documents that protect the rights of all people that you need to be aware of when working in employment services:

• United Nations Convention on the Rights of Persons with Disabilities (CRPD)
• United Nations Convention on the Elimination of All Forms of Discrimination Against Women
• Universal Declaration of Human Rights.

Australia is a signatory to these documents and our legislation regarding discrimination, human rights, equality and services provided to people with disabilities are all informed by principles or articles contained within.

Australian Human Rights Commission

Human rights-based approaches are about turning human rights from purely legal instruments into effective policies, practices, and practical realities. Human rights principles and standards provide guidance about what should be done to achieve freedom and dignity for all.

A human rights-based approach emphasises how human rights are achieved. These include:

• Treating everyone with dignity and respect.
• Respect everyone’s human rights, including the right to freedom from discrimination and the right to freedom of expression.
• Use your communication skills to support the needs of clients and encourage them to reach their goals.
• Provide accurate and complete information to clients about their rights, choices and the services you provide, including their rights to complaint.
• Respect people’s right to confidentiality.
• Be assertive, not aggressive.
• Respect lines of communication and protocols.

Applying communication styles and approaches

Applying effective communication styles and approaches in community services client and peer interactions is essential for building trust, fostering collaboration, and providing quality support.

COMMUNICATION ELEMENT	CLIENT INTERACTIONS	PEER INTERACTIONS
Active listening	Focus Completely: Give your full attention to the client during discussions. Paraphrase and Summarise: Repeat back what the client is saying to ensure you understand correctly. Validate Emotions: Acknowledge their feelings to show empathy and understanding.	Be Present: Listen attentively to your colleagues without interrupting. Ask Clarifying Questions: Seek clarification to fully understand their perspective. Acknowledge Input: Acknowledge and appreciate their ideas and contributions.
Empathy and compassion	Put Yourself in Their Shoes: Understand their emotions and experiences. Use Comforting Language: Use reassuring words to provide emotional support. Show Understanding: Express understanding of their challenges without judgment.	Be Supportive: Be there for your colleagues during challenges, showing understanding. Offer Help: Offer assistance when your peers are struggling with tasks. Celebrate Achievements: Acknowledge and celebrate their successes and milestones.
Clarity and transparency	Use Simple Language: Explain complex concepts in easy-to-understand language. Be Honest: Provide truthful information, even if it's difficult. Set Clear Expectations: Clearly outline what the client can expect from your services.	Be Clear in Communication: Clearly express your thoughts and ideas. Address Issues Directly: Approach conflicts openly and work toward resolutions. Avoid Assumptions: Seek clarifications to avoid misunderstandings.
Cultural sensitivity	Learn About Cultures: Understand the cultural norms and practices of your clients. Respect Differences: Be respectful of diverse beliefs and traditions. Ask Questions: When appropriate, ask clients about their cultural preferences to tailor your interactions.	Appreciate Diversity: Value the unique perspectives and experiences your colleagues bring. Educate Each Other: Share cultural insights and learn from one another. Promote Inclusivity: Ensure everyone feels included and respected regardless of their cultural background.
Positive reinforcement	Celebrate Progress: Acknowledge and celebrate your clients' achievements, no matter how small. Encourage Effort: Praise their efforts and dedication to the process of improvement. Provide Hope: Offer positive, hopeful messages to inspire confidence in their journey.	Acknowledge Contributions: Recognise and appreciate your colleagues' contributions to projects and tasks. Express Gratitude: Thank them for their support and collaboration. Boost Morale: Encourage one another during challenging times to maintain team spirit.
Conflict resolution	Stay Calm: Remain composed during conflicts and approach the situation with a level head. Seek Understanding: Listen to all parties involved and understand the root cause of the conflict. Find Common Ground: Encourage finding common solutions that benefit all parties.	Open Communication: Address issues openly and honestly with your peers. Be Respectful: Approach disagreements with respect for differing opinions. Mediation: If necessary, involve a neutral party to mediate conflicts and find resolutions.

By incorporating these communication styles and approaches, you create a supportive, respectful, and inclusive environment both for the clients you serve and your peers, fostering positive relationships and effective collaboration within the community services context.

Summary

Topic 1: Communication skills covered the purpose and process of communicating. This was then contextualised to illustrate the impact of diversity and a range of cultural influences. Details of the different written and face to face communication methods were also detailed, outlining their purpose, impacts and applications.

A range of communication styles were also outlined to give some insight into the different approaches and how they may be applied.

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Topic 1: Knowledge check