Communication Strategies for Service Providers
Communication difficulties often arise in cross-cultural care situations. For example, clients in a mixed residential setting may not share a common cultural background or language. Similarly, clients and staff may not share a common language or cultural background. It may be difficult in such circumstances for carers and professionals to establish rapport with clients or to build relationships between residents from different cultural backgrounds. Whether it is asking the elderly person if she has sugar in her coffee, or finding out what pain she is experiencing, poor communication can have important consequences.
Similarly, in the context of Aged Care of HACC assessments, professionals may find it difficult to understand their client or family members, and clients may in turn find it difficult to follow what is being asked of them. Important information may be lost or misunderstood, which can lead to poor care decisions as well as to mistrust and distress.
The strategies for service providers below will help you to establish sensitive and positive relationships with Greek elders and their families and to convey and receive information more accurately.
| Context for communication/Type of Service | Strategies for effective communication | Factors to consider | Specific to your service |
|---|---|---|---|
| Aged Care Assessment | Service Engaging a professional interpreter if required; | Provision of available written translations to client and/or family members | Culturally appropriate cognitive screening test: RUDAS |
| Home and Community Care (HACC) Assessment | Engaging a professional interpreter if required; Liaising with Fronditha Care HACC staff | Provision of available written translations to client and/or family members | Culturally appropriate HACC assessments: City of Port Phillip CEGS project |
| Allied health assessment | Engaging a professional interpreter | Provision of available written translations to client and/or family members | Consulting Greek-speaking allied health professionals |
| Completion of formal documentation, especially consent forms | Engaging a professional interpreter | Provision of available written translations to client and/or family members | |
| Royal District Nursing Service | Provision of RDNS translated material | Appropriate use of Greek cue cards | |
| Direct care/Personal care services | Engaging bilingual direct care staff; Use of common phrases in Greek by direct care staff | Use of “icebreakers” and basic Greek phrases |
