Communicating with the

Client
Communication Components

 Sender

 Message

 Receiver

 Feedback
 Verbal Communication
 Word Choice
 Organization
 Timing
 Paraphrasing
 Direct Questions
 Open-Ended Questions
 Indirect Statements
 Clarifying
 Focusing
Barriers to Communication

 Sensory impairments
 Changing the subject
 Giving your opinion
 Excessive talking
 Failing to listen
 Giving “pat” answers
 Defense mechanisms
 The Angry Client
 Remain calm.
 Allow the client to vent.
 Show empathy.
 Identify needs and wants.
 Seek a solution or alternatives.
 Follow through on commitment.
 Communication
93% NONVERBAL

 7% Verbal—Words used
 38% Vocal—Tone, rate,
and volume used
 55% Visual—Sender’s
appearance when saying
it
Nonverbal message reveals…

 The degree of liking or disliking felt.

 The degree of dominance or
submissiveness felt.
 The degree of responsiveness—
positive, negative, or mixed—felt
towards others.
Appearance
Skin Color
Gender
Age
Clothing
Hygiene
Facial Expressions

 Smile
 Frown
 Raised eyebrow
 Squint
 Stare without smiling
 Open mouth
 Clenched teeth
 Pout or grimace
Eye Contact

Duration
Direction
Quality
Gestures
 Handshake
 Raised hand
 Clenched fist
 Hand with palm down
 Hand with palm up
 Hand with palm out
 Finger pointing
 Wave or salute
Space

Status
Culture
Age & Gender
Subject Matter
Regard
Touch

Positive
Playful
Control
Ritual
Task-related
Posture & Movement

Shoulders
Spine
Head
Hips
Feet
Sound

 Volume
 Pitch
 Tone
 Rate
 Quality
 Nonverbal Utterances
Silence

Allows Thinking Space

Adds Emphasis
Encourages Response
Provides a Buffer
Averts Trouble