Verbal and Non-verbal Communication

Sometimes, employees can express through their body language that they are not comfortable with their job tasks. Some may also focus more on talking with colleagues than on making contact with the care recipient.

Staff who have been trained in how body language, voice tone, and how we say things affect the elderly, are better equipped to do a good job. Research has shown that we have mirror neurons in the brain that allow us to quickly read emotions in others when we communicate with each other. This means that people with dementia are greatly affected by the staff's treatment.

They cannot always perceive and understand what is being said, especially not when several people are talking at the same time. However, they do perceive and read emotions and body language. This can cause anxiety and aggression, which is then unnecessarily treated with medication.

Creating Good Communication

Therefore, how communication takes place in all situations is very important. The caregiver should be clear, make eye contact, explain what is to be done and ensure that the person receiving care understands what will happen. Information should always be given continuously. There is no room for haste. It takes longer. It is always equally important to inform the resident about what will happen, but it is even more important if the person in need of help cannot communicate verbally. Listen to understand, then real communication arises. Try to understand the individual's needs and not just listen to give an answer.

In diaconia, which has a church affiliation, there is a concept of "Seeing the human being". It is about creating a culture as part of the value base. If you believe that it is important that employees take the time to listen and understand the individual, you as fellow human beings and leaders must also set a good example. This means always greeting, addressing the employee or the resident by name, and taking the time to listen. You show that you are listening by being present in the conversation, regularly making eye contact, and verbally or otherwise confirming that you are listening. You use your "non-verbal" communication to convey your values. If you don't have time right now, ask to return, make sure you have time then. Put discussions about communication on the agenda, for example, at staff meetings. By taking the time to listen, you will get much more done.

Why is it more important to listen than to speak?

It is sometimes said that you have two ears and one mouth because you should listen twice as much as you speak. In caring professions such as healthcare, elderly care, and social work, the ability to listen is one of the most valuable skills a caregiver can possess. Even though communication is central in these professions, silence and listening are sometimes even more important than speaking.

1. Listening creates a deeper understanding
When we actively listen to care recipients or patients, we give them space to express their thoughts, feelings, and experiences. By giving them this space, we create opportunities for a deeper understanding of their needs and wishes. This also allows us to adapt our care and support to their individual situation.

2. Strengthens the relationship:
Listening is a way to show respect and empathy towards the care recipient. When they feel that they are being heard and understood, trust and a stronger relationship are built. This is especially important in elderly care, where creating a positive and trusting relationship can directly impact the care recipient's well-being.

3. Promotes self-determination:
By listening to the care recipient, we give them the opportunity to participate in decisions about their own care and lifestyle. This promotes self-determination and independence, which is crucial for maintaining a sense of dignity and control over their own life, especially in elderly care.

4. Reveals needs that may otherwise be hidden:
Sometimes, care recipients cannot express their needs and wishes verbally or clearly. By listening attentively, the caregiver can detect hidden needs or signs of concern that would otherwise go unnoticed. This allows proactive action and the provision of appropriate support.

5. Contributes to the sense of dignity:
Allowing someone to tell about their life experiences and listening to their stories is a way to affirm their life and experiences. It gives a sense of their story being important and that they are worth listening to, which is a fundamental part of maintaining dignity.

6. Reduces isolation and anxiety:
Especially in elderly care, many older individuals struggle with feelings of loneliness and anxiety. By listening to them and offering a place where they can share their feelings, we can help reduce this isolation and increase their mental well-being.

Reflection Questions - Communication
Care Staff:
- What do you do to create a good conversation climate?
- Are you and your colleagues good at communicating with the residents and with each other?
- Do you make sure to make eye contact with residents and visitors? Do you take the time to sit down and talk?
- Do you take the time to listen to each other and the residents?
- Do you discuss how you communicate in the work team?

Manager, Nurse, Occupational Therapist and Physiotherapist:
- What do you as a leader do to create a good culture in communication?
- Do you do this consciously?
- Do you use your body language and non-verbal communication to create good communication in the workplace?

Residents and Relatives:
- Do you feel that communication with the staff at the residence works well?
- Do you receive good information from the residence?

Erland Olsson
Specialist Nurse
Sofrosyne - Better care every day