Course Description

This course focuses on the development of self-awareness, increased understanding of others, and development of effective interpersonal communication skills that can be used in a variety of caregiving contexts. Students will be encouraged to become more aware of the impact of their own communication choices and patterns. They will have opportunities to develop and use communication techniques that demonstrate personal awareness, respect, and active listening skills.

Minimum course hours: 50

Learning Outcomes

Upon successful completion of this course, students will be able to:

1. Identify the characteristics and qualities of effective interpersonal communications:
   • 1.1 Discuss the basic elements of any interpersonal communication processes — sender, receiver, message, feedback.
   • 1.2 Describe common barriers to communication.
   • 1.3 Describe the characteristics of effective communication.
   • 1.4 Discuss characteristics of culturally sensitive communication.
   • 1.5 Differentiate between caring and non-caring communications in a variety of job-related situations.
2. Discuss the interrelationship between self-awareness, self-esteem, and perception as these relate to communication choices and patterns:
   • 2.1 Discuss the interrelationship between self-concept, self-esteem, and interpersonal communications.
   • 2.2 Describe how perception influences one’s reality and experience of situations.
3. Demonstrate effective, caring interpersonal communications with clients, colleagues, and others:
   • 3.1 Use effective non-verbal communication, including non-verbal listening skills.
   • 3.2 Describe the characteristics of effective use of touch.
   • 3.3 Display an ability to be attuned to the non-verbal communications of clients and others.
   • 3.4 Use open-ended questions.
   • 3.5 Use active listening responses including paraphrasing and perception checking.
   • 3.6 Display an ability to listen and respond empathically.
   • 3.7 Use listening and responding skills to defuse anger and conflict.
   • 3.8 Use assertive communications appropriately.
   • 3.9 Determine when a situation is unsafe, and when it is important to leave.
4. Apply self-reflection and self-appraisal processes in order to increase own effectiveness in interpersonal contexts:
   • 4.1 Reflect on how one’s personal beliefs and values influence perceptions, self-concept, and behaviours.
   • 4.2 Use self-reflection to determine one’s choices and patterns of communication.
   • 4.3 Reflect on interpersonal interactions in order to increase own effectiveness.
   • 4.4 Invite feedback and suggestions from others in order to increase own effectiveness.

Course Content

Introduction to Interpersonal Communications

• Elements of interpersonal communication processes — sender, receiver, message, feedback.
• Barriers to communication.
• Characteristics of effective communication: open, supportive, positive, understanding.
• Importance of common courtesies.
• Warmth, respect, empathy.
• Appropriate use of humour.
• Appreciating diversity of backgrounds.
• Culturally sensitive communication.
• Communicating with people who speak a different language from yours.
• What a caring response looks like.
• Differentiating between caring and non-caring communications in a variety of job-related situations.
• Recognize how different health care settings or health concerns may impact communication with the client (e.g., complex care, community care, or acute care settings).

Knowledge of Self

• Interrelationship between self-concept, self-esteem, and interpersonal communications.
• Recognizing how perception influences one’s reality and experience of situations.
• Societal, cultural, and experiential influences on perceptions and self-concept.
• Using self-reflection to determine one’s choices and patterns of communication.

Non-Verbal Communication

• Gestures, postures, facial expressions.
• Use of space.
• Use of objects.
• Positioning of self in relation to the other person.
• Tone and volume of speech.
• Non-language sounds.
• Personal choices and what these communicate.
• Appropriate and caring use of touch.
• Reflecting on one’s own non-verbal communications.
• Being attuned to the non-verbal communications of clients and others.

Responding to Others

• Non-verbal listening skills.
• Using open-ended questions.
• Using paraphrasing and perception checking.
• Listening and responding empathically.
• Respond non-defensively to feedback, even when provided in a critical or confrontational manner.

Conflict Management and Resolution

• Value of conflict in interpersonal relations.
• Conflict management strategies.
• Applying skills (e.g., listening and responding skills) to defuse anger and conflict.
• Assertive communications: assertive vs. aggressive responses.
• How and when to say “no.”
• Factors that signal it’s time to remove self from a situation.

Electronic Communication

• Appropriate email communication, online etiquette (netiquette).
• Appropriate use of mobile devices in the workplace.