CALA News & Views | Issue 46 | Relationships

Effective Communication Between Caregivers and Family Members is Vital By Paula Hertel

It is essential to set clear expectations early on and avoid relying solely on written policies or residency agreements.

H ave you ever caught yourself saying something like “I’ve been very clear and told her 1,000 times. She just doesn’t listen?” Communication is complex and dynamic. Layer on the fact that we often practice communication on the fly through a variety of different modalities such as face-to- face, phone, messages, text, email, and relayed through others. Effective communication is an active two-way process involving both sending and receiving information. It requires dialogue, where both parties have a shared understanding of what has been communicated and agree upon the next steps. Stating “I’ve told you” isn’t communicating, it is broadcasting. Rick Ross, author of the Fifth Discipline Field, suggests three tips for improved communication which require us to slow down and be more intentional: Be more reflective: become more aware of our own thinking and reasoning. • Check for understanding: ensure that others understand our thinking and reasoning. • Be inquisitive: ask questions of others, listen to other’s points of view and test our own assumptions.

These are good reminders for all of us. In addition, when communicating with family members in senior living, it is important to clarify expectations, find common ground and check for understanding. I have found that if we take the time to focus on these three areas when talking with family members, we resolve many of the issues. Conversely, when we ignore them, situations escalate.

8 CALIFORNIA ASSISTED LIVING ASSOCIATION