Effectively communicating with the client is essential to being safe at home. It is important to bring up health and safety issues as soon as possible. If you don’t, the problem can get worse, and one or both of you can get hurt.
Learn ways to state a concern about your safety in a manner that encourages both of you to find a positive solution – together. Here we present tips for effectively communicating your concerns to each other.
- Plan the discussion. Practice with a friend or write down what you want to say.
- Be respectful – make a request, not a demand.
- Use “I” statements. Describe what you observe and how it affects you rather than blaming the other.
- Listen and see the issue from the other’s point of view.
- Consider several solutions beyond your first choice.
- Know your bottom line.
Tips for effective communication
The following are suggestions that you may find useful in communicating with the client.
Be respectful.
Homecare worker: “May I move the phone cord out of the way so we don’t trip? I’ll make sure you can still reach the phone easily.”
Use “I” statements. Talk about what you observe and how it affects you rather than blame the other.
Homecare worker: “If I tried that, I’m afraid that I could hurt my back.”
Client: “I worry that if we change the way things are organized I won’t be able to find
the things I need.”
Look at the issue from the other person’s perspective.
Homecare worker: “It must be hard having someone rearrange your things. But I wonder if we can move some things from the floor so we’d have more room to walk.”
Client: “I’ve always done the laundry that way, but if it puts too much strain on your back, it’s OK with me to try it another way.”
Consider several solutions so there’s not just one option.
Homecare worker: “That cleaning product is too strong for me. I’m concerned about
my health. I could continue using it if I can open the window or use a fan. Or I could
make a cleaner that works as well but is safer and less expensive. Which would you
prefer?
Know your bottom line—the least that you can accept while still protecting the health and safety of yourself or your client.
Homecare worker: “I’m sorry. I’m not comfortable changing the bandage without wearing gloves. Using gloves is safer for both of us.”
Tips for working with clients who have speech difficulties
- Find a quiet area and give them your full attention.
- Don’t interrupt or finish their sentences.
- If you have trouble understanding, don’t nod. Simply ask them to repeat.
- If after trying, you still cannot understand them, ask them to write it down or suggest other ways, such as these:
- Communication boards and books.
- Computers (text or graphics/pictures).
- Help from a family member or friend who is experienced in communicating with the client.
When communication breaks down
Sometimes you may feel threatened by what clients or other people in the house say or do. If you believe you are in immediate danger, call 911.
Otherwise, consider these options:
- Talk to the client when he or she is calm.
- If you work for an agency, ask for help from your supervisor.
- Ask a friend or family member to go with you when you speak with the client.
If you can’t resolve the situation, consider other employment for yourself or other care options for the client.
Reference: “Caring for Yourself While Caring for Others” by Center for Disease Control’s National Institute for Occupational Safety and Health (NIOSH).
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