Question

John is worg for an agency that provides services to diverse groups, such as Islamic people, Aboriginal and Torres Strait Islander peoples, Chinese people and Korean people. Part of his role is to promote diversity and inclusiveness in the workplace. One of his colleagues, Michelle, comes to John one day to report that she can no longer work with one of the male clients, Hung. Hung is Chinese, and according to Michelle, he is rude and dismissive towards her and refuses to participate in any of the activities Michelle organises. Michelle has asked for a transfer. John thinks it is a good idea to consult Hung about the situation. When he does, he learns that Hung does not understand Michelle’s strong Australian accent. When John speaks to the referring agency, he also learns that Hung has learning difficulties and concentration difficulties, which cause him to be easily irritable and become distressed.

Q1- Identify the verbal and nonverbal communication John should use to establish, develop and maintain effective relationships, mutual trust and confidence with Hung and Michelle.

Q2 - What strategies should John use to communicate in the most efficient way possible to address the language barrier? List at least six strategies in your answer. (

Answer 1

1.The non verbal communication which can be established with the client are use of proper gesture,facial expressions, universal signals body posture ,positive approach ,eye contact t, therapeutic touch to gain the trust from the patient.This method can help the patient to atleast verbalize or try to express their needs.

The verbal communication like simple language,quality of speech ,tone has to be in a way which should encourage the listener to actively participate in the communication besides language barrier.

Michelle has to be informed directly by explaining the diverse cultural needs of the client.

The non verbal communication like interpersonal communication has to be established to make her build trust and confidence in handling patient

2.The strategies to communicate with the language barrier patient are

• Language plays a key role use simple language avoiding accents
• Ensure the clients dignity is not hampered by conversing respectfully
• Translators will be the best way to address language barrier
• Assigning a staff who can provide culture competent care or atleast have basic knowledge in regards to patient's culture and language
• Technology now a days are most advanced so apps can be used to translate words and build a communication
• Point out things and use visual aids ti establish communication.