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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
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Kaurna
Acknowledgement
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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.
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Effective Communication
Objectives:
Explore effective communication
concepts and strategies
Discuss how effective communication
and cultural competency intersect
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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
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Effective Communication
ACTIVITY
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Effective Communication
Handout Distractions
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Sender Receiver
Response
Barriers
Communication Model
Sender’s ideas,
feelings, intentions
Receiver’s interpretation
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Effective Communication
ACTIVITY Paper Cutting
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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)
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Effective Communication
Handout Barriers
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• 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?
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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
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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.
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Culture
… shapes and influences us inwardly (our values, beliefs, attitudes, perceptions)
… determines us outwardly (our behaviours, reactions, responses and adaptations
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Cultural Values and Attitudes
• Underpin our core values
• Are shared by the family, group, community, workplace…
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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)
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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
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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
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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…
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Formula for Action Four As Model
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Effective Communication - CALD Perspectives
Ass
um
e
Access
Asp
ire
Agree
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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
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Multicultural Aged Care Inc. (MAC)
is the biggest collection of
CALD ageing resources in Australia;
and it is available nationwide
MAC Library
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Cultural Intelligence (CQ)
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Cultural Norms & Values
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Cultural Activity Resource Set
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Communication Guides
• Afrikaans
• Bosnian
• Cantonese
• Croatian
• Dinka
• Dutch
• Fijian
• German
• Greek
• Hungarian
• Italian
• Latvian
• Mandarin
• Polish
• Russian
Available in 40 different languages
and more…
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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
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BREAK
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Effective Communication
ACTIVITY Five senses
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Towards Effective Communication
People generally have a preferred communication style
– what’s yours?
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Effective Communication
ACTIVITY Role play cards
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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
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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
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Towards Effective Communication
• 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
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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?
Effective Communication - CALD Perspectives
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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?
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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
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Effective Communication - CALD Perspectives
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
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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
Effective Communication - CALD Perspectives
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Ensure that your verbal and non-verbal communication are consistent,
so as not to confuse the receiver
Avoid mixed messages
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• Get person’s attention • Be on the same
eye level • Convey message
clearly • Listen
actively
General communication strategies
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Public space
Social space
Personal space
Intimate space
Anticipate-Acquire-Apply-Adjust
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There are a range of useful communication techniques and tools
that may help facilitate communication with people from CALD backgrounds
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may be inappropriate or ineffective
in some situations, due to:
• inaccurate translations
• confidentiality issues
• potential disempowerment of the individual
• lack of impartiality
Informal interpreters
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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
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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
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.
WE, in policy and practice
Recognise Respond to Reflect
our cultural diversity
by minding our Ps and Qs
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Planning for diversity
• Anticipate knowledge, skills and resources required
• Acquire knowledge, demographics, statistics, profiles & stories
• Apply cultural content information
• Adjust policies, procedures
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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
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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
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Qs: Questions – Queries – Quandaries
Ask questions to explore, clarify, specify…
Go further than first impressions,
first ideas
Anticipate responses
and solutions
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Connect the dots…
•Anticipate diversity
•Adjust •Acquire assumptions cultural information
•Apply knowledge
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Towards Effective Communication
Questions