#63: Speak Up: Navigating Communication Challenges in Aged Care

PODCAST DETAILS

1 October 2024

So You Work in Aged Care
Communication - Episode 5 of 6

OVERVIEW

In episode 5 of our 6-part series for the So You Work in Aged Care podcast, we discuss an important issue within the aged care industry in Australia –communication – and share strategies and tips to help workers improve outcomes and enhance their wellbeing.

When I talk to those working within the aged care sector about their challenges, a topic that is almost always raised is communication. If we consider that 93% of our communication is non-verbal, it’s easy to see why! In this episode we explore some of the difficulties we can experience when communicating with others in the workplace, consider if we can become better communicators and share tips on problem-solving, including escalating vs letting it go.

And, in our ‘what’s trending’ section, we share a real-life story of a worker who found herself on the wrong side of favouritism and outline some different ways effective communication can be used to improve the situation.

KEY TOPICS

Why is communication so difficult? [4:15]

The quote, ‘When we avoid difficult conversations, we trade short-term discomfort for long-term dysfunction’ really resonates with me, because so often fear holds us back from speaking up. This can be fear of what might happen, whether related to job security, losing a client, or being rejected by others.

However, not doing anything leaves us feeling stuck.

Often where communication difficulties exist, the first step to improving the situation is to work out what is going on, what is causing them to think the way they are. For example, in both the residential care and community sectors, workers are often overworked, overtired, and have a lot going on, and clients and their families could be struggling to come to terms with a decline in their mobility or health. Understanding what is behind the behaviour can explain a lot.

Can we be better communicators? [9:35]

I believe there is much we can do to improve our communication skills – not necessarily through formal training, but by effectively listening to others, checking in on those we care for and work with, calling out behaviours that are not okay, and having clear boundaries. Speaking up is hard, but the longer we normalise unacceptable behaviours, the more we send a message that it is okay.

Within the aged care sector there are huge workloads and lots of pressures, so creating a healthy workplace is important. Regular check-ins with your colleagues can really improve communication, as can activities that allow you to step outside of routine and get to know the people you work with better.

Defining behaviours and problem-solving [16:37]

By stepping back from the situation and observing what is going on, we can more easily define the behaviour that is causing the communication difficulties. It could be bullying or favouritism, maybe the person is tired or fatigued, or maybe they are struggling to come to terms with change.

When it comes to problem solving, you can’t fix everything, so deciding what you want to invest time in fixing versus what you are willing to let go is key. Creating a list of pros and cons can help you work out what you should escalate and what is okay to let go. Listing the benefits of taking action against the downside, is a simple but effective strategy to help you uncover what is best for you.

What is trending? [19:30]

This week, I wanted to share an example of a common communication issue within the aged care industry. I received a comment from someone in my network, who shared a story of their time at a previous employer, where the manager played favourites. She would have coffee with a select few, and those team members got lengthy one-on-ones with the manager, and were offered promotions, while the others missed out. So, in this situation what can you do?

Once again, listing the pros and cons of speaking up can help. Also try and see the behaviour for what it is – it might not be about you. Work out how much the behaviour is impacting you. After looking at it from various angles, one person might decide to take action, while others might decide to let it go. There is no right or wrong answer, only what is right for you.

So if you need help to work through difficulties, where do you get support? The support available will depend on where you work – larger corporations may have an Employment Assistant Program, for smaller providers you may need to find your own support, which could be via a referral from a GP, or supervision.

If you decide to speak to someone independently, find a psychologist is a good place to start.

COMING SOON

Resilient Worker – new workshop coming soon

Our new workshop will cover the burning issues affecting aged care workers today. Head to our website to find out more – Resilient Worker