Communication is the process of exchanging information between two or more people.

Messages can be communicated in verbal and nonverbal formats.

It involves:

• messages delivered via words – words can be used orally, written or via sign language
• messages sent in verbal and nonverbal format
• a sender of a message
• a receiver of that message.

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There are three main types of communication:

Type of Communication	Description
Verbal	Verbal communication can happen face-to-face, in phone calls, video calls, sign language, and written forms such as emails and letters.
Nonverbal	Nonverbal communication is communication without words. This refers to facial expressions, body language, eye contact, touch, and gestures.
Written communication	Written communication is the exchange of information through written symbols with common meaning for both the writer and the recipient.

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Read What is effective communication? (With benefits and tips) to learn more about effective communication.

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People will have different communication needs depending on their language, cultural background, age and abilities.

Communication is analysed through communication models, modes and types.

Communication models

A model of communication is used to explain the process of communication. In the workplace, different models of communication are used for different purposes.

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Communication modes

A communication mode is the means of communication.

Interpersonal mode

This describes having a conversation with someone where you both talk and listen. You share thoughts and feelings, not just by speaking words but also through things like facial expressions, hand gestures and body language.

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Interpretive mode

Here, you're trying to understand something on your own by reading, listening or watching. You think about what the words or images mean and consider who's giving the message and why.

For example, spatial communication involves using physical space to convey messages and meanings. It uses the design of the physical space of written text to produce a message.

Think about how newspapers, magazines, websites, etc., use fonts, text layout and style and organise headings and the content of articles

Presentational mode

Have you ever given a speech or a presentation? You share information or ideas with a group of people, but they don't talk back to you right then. They listen to what you have to say and try to figure out what you mean on their own.

Communication can consist of one or more modes, which is referred to as multimodal communication.

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Read the article The models of communication to learn more about the models of communication.

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Diverse backgrounds

When we communicate with each other, each person brings different knowledge, experience and feelings to the exchange. These differences can influence how each person communicates and interprets information.

You’ll regularly interact with people from diverse backgrounds when working in the community services sector. Diversity is about recognising and understanding individuals who come from a wide variety of:

• places
• cultures
• ages
• ethnicity
• mental and physical abilities
• genders and sexual preferences
• cultural and religious experiences.

When communicating information about a service to a person, we must be as clear as possible so the other person can easily understand.

Some people have specific communication needs. For example, a person with limited English language skills might need information written in their preferred language. A person with difficulty reading might need the information to be explained verbally. A person with a disability may need some time to think and respond to information.

Clear communication

Clear communication is essential in all professional settings, including community services.

Explore the following strategies for achieving clear communication in the community services environment.

Guideline	Description
Clear purpose	Keep messages clear with one main idea.
Keep it brief	Communicate the most essential information in short, simple statements.
Correct information	Ensure communicated information is correct and current.
It makes sense	Present the information in a logical sequence. For example, if you are explaining a process, start with the first step, then the second step and so on.
Don’t leave things out	Make sure you provide the person with all the information they need so they can make an informed decision.

Tailor communication to meet individual needs

 You might need to tailor your communication to meet the needs of an individual. This can include:

• making your sentences shorter when speaking with someone who has dementia
• avoiding the use of slang when speaking with someone from a non-English speaking background
• facing a person who is in a wheelchair when you speak to them.

Sometimes, you may need to try a few different approaches to communicating information to someone. For example, if a person does not understand what you communicate to them verbally, you may need to try a visual method of communication (for example, a simple diagram).

Regardless of your chosen approach, make sure you clarify that the person has understood what you are trying to communicate by listening to their verbal communication and observing their nonverbal communication.

Good communication involves verbal and nonverbal features. Your body language can communicate to someone that you are listening to them, care about them and believe what they say is important.

By actively listening to requests and clarifying meanings, you can get the most out of each exchange and respond appropriately every time.

Active listening

Typically, when we listen to what someone is saying, we only take in and comprehend a small portion of what they are saying. When someone is actively listening, they are not distracted by what is going on around them; instead, they concentrate on the speaker and what they are saying.

Active listening means paying attention and showing with your body language, like nodding and eye contact, that you get what the other person is saying.

Active listening:

• encourages the respondent to keep talking
• indicates that you are paying attention and interested in what they are saying
• establishes two-way communication.

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Active listening has five key strategies. Each stage is demonstrated through various means of verbal and nonverbal communication.

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Confirm correct interpretation

Sometimes, a person’s interpretation of a message does not reflect the intention of the person who communicated it. For example, you might say to a friend, ‘I’m so far behind with my work today because my wife keeps calling me.’ Your friend might interpret what you have said to mean you want your wife to stop calling you at work when your intention was simply to blow off steam about a busy day.

Many factors outside your control can influence how another person interprets your communication, such as competing demands, insufficient knowledge, emotional states or bias. Although you cannot control how another person interprets your message, you can clarify their understanding to ensure their interpretation matches your intention.

You can check that someone has understood the message you are trying to communicate by asking them questions. Here are some examples of questions you can ask to check their understanding, for example:

• ‘Can you please tell me what you just heard?’
• ‘Can you please repeat what I just told you in your own words?’
• ‘What does what I just said mean to you?’
• ‘What steps are you going to take next?’
• ‘How will you explain that to the others?’
• ‘Can you please describe the steps in the process I just outlined?’
• ‘I just want to make sure I covered everything. Can you please summarise what I just told you?’

Clarifying meaning

Clarification involves checking to ensure a person correctly understands what another person is communicating. Clarification is especially important when a person has difficulties with communication, such as a speech impediment, or there are barriers to communication, such as language differences (for example, one person speaks English, the other person speaks Arabic).

Clarification reduces misunderstanding, shows the speaker that the listener is interested in what they are saying and supports their needs.

For example, when Gloria tells Shanti that she is getting cold outside and is ready to go inside to have some lunch, Shanti clarifies what Gloria says by saying, 'So you’re getting cold and you’re ready to go inside for lunch now Gloria?'

Open-ended and closed-ended questions are different clarification methods.

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Once you feel that you have understood the message, you should summarise the key points for the speaker to confirm that their understanding is correct. You must be willing to listen and be corrected if you have misunderstood.

For example, you could say:

You: ‘So what I’m hearing is that you’ve run out of medication, and you need me to go to the chemist to pick up some more?’

Emily (your client): ‘Yes.’

Respond appropriately

Sometimes, your communications with other people will require follow up action. Responding well shows you understand and care about the conversation. It keeps the talk clear and helps avoid misunderstandings.

For example, if Sharon says, 'Can you please arrange a family meeting with my daughter?’ the appropriate response could be, ‘Yes, I can do that, Sharon,’ or ‘No, that’s not possible right now, Sharon.’

Other times, you will clarify the follow-up action. For example, if Sharon says, ‘I don’t like the way my daughter talks to me’ she may be communicating:

(a) the need for empathy and acknowledgement, or

(b) that she wants you to arrange a family meeting with her daughter to discuss this problem.

In this situation – where it is unclear what the appropriate response would be – you need to clarify the meaning of Sharon’s statement.

When you respond to what people are communicating to you, you need to ensure your body language is consistent with what you are saying. Otherwise, the message can be confusing.

For example, if someone is telling you about a problem and you respond by saying, ‘That must be really hard for you’, but you’re smirking and rolling your eyes as you say it, the message the other person receives will probably be, ‘I don’t think that’s an important problem and I’m just agreeing so that you stop talking’.

Both verbal and nonverbal communication need to be respectful and clear.

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