Course Code: REL-PAC-0-BTPCF
Hours: 1
Type: Online Course
Content Expiration Date: 12/31/2025
Outline:
1. Introduction
a. Definition of communication
b. Two sides of communication
i. Sender
ii. Receiver
c. Communication builds trust
i. Reliability
ii. Informing others
iii. Tracking and prioritizing
d. Methods of communication that result in misinterpretation
i. High-pitched voice
ii. Voice volume
iii. Speed of speech
iv. One-sided conversation
v. Grammar
e. Learning engagement: True/False questions
2. Nonverbal communication
i. Sender
1. Folded arms
2. Fidgeting
3. Wandering eyes
4. Yawning
5. Sighing
6. Eye rolling
ii. Receiver
1. Facial expressions
2. Lack of eye contact
3. Frequent position changes
4. Posture
5. Hand gestures
iii. Learning Engagement: Mix and Match nonverbal communication with meaning
3. Techniques for improving communication
a. Smiling
b. Eye contact
i. Cultural considerations
c. Greeting
i. Name use
ii. Terms of endearment
iii. Unique to person being greeted
d. Speaking clearly
e. Positive body language
f. Case Scenario: Ben is home caregiver for new client
4. Focusing on client
a. Distractors
i. Technology
ii. Distance
iii. Noise
iv. Comfort
v. Safety
vi. Topic deviation
1. Case Scenario: Lisa changes topic without warning
5. Active listening
a. Listen with a purpose
b. Repeat back to show understanding
c. Summarize
d. Nonverbal active listening
i. Nodding
ii. Smiling
iii. Squeezing one’s hand
iv. Furrowing brow
v. Head position
e. 10 rules of active listening
i. Stop talking
ii. Create a space
iii. Hold judgment
iv. Don’t be label reader
v. Keep an open mind
vi. Focus on speaker
vii. Visualize what’s being said
viii. Remember names
ix. Summarize and ask questions
x. Be aware
6. Ending communication
a. Saying goodbye
b. Learning Engagement: Case Study
7. Miscommunication
a. Listen carefully
b. Paraphrase and get clarification
c. Apologize and accept responsibility
d. Discover expectations
e. Prevention tactics
i. Anticipate
ii. Don’t forget
iii. Don’t wait to be reminded
iv. Give a status report
v. Don’t mislead
vi. Confirm who is handling the problem
vii. Offer more
f. Case Scenario: Effective communication about a lost sweater
8. Additional considerations
a. Respect personal space
b. Respect personal belongings
c. Respect living space
d. Respect privacy
e. Keep it about the client
f. Show cultural sensitivity
9. Summary
Target Audience:
The target audience for this course is: All Staff; in the following settings: Skilled Nursing Facility.
Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.
Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.