#70 Building Bridges- Trust, Communication, and Boundaries for Better Client Relationships
OVERVIEW
In this episode of the So You Work in Aged Care podcast we’re discussing how we can achieve better client connection, with a focus on how to build trust, effective communication, setting boundaries and feedback mechanisms.
Client connection is something many of us naturally strive to achieve, however, there are times when it can go wrong. For example, sometimes the client is not happy, or sometimes we might not be happy. Sometimes we might feel like we are struggling to form a connection with them, especially if they are trying to cope with changes and feel overwhelmed. Finding ways to offer help and support, without being intrusive is key.
KEY TOPICS
Building trust [3:56]
Building trust in client relationships is not always straightforward. It needs to be built in a way that is comfortable for clients, as a lot of clients in home settings might have anxiety about the changes they are experiencing. Often when changes happen, our client might withdraw, or be in denial. Proposing services and support mechanisms might not be well-received, as it may not be something that they want, as they feel this is visual evidence that they need more support.
Building trust during those initial stages is critical, and can help to enhance service delivery. When a client trusts you, it is a privilege, not an entitlement, and once you have trust, everything else works much better.
Effective communication [10:51]
Clear and concise communication when you interact with clients will help you avoid misunderstandings. Paraphrasing what a client has said can be really powerful. Also be mindful to communicate one idea at a time, breaking down what you are saying into manageable chunks. Writing it down, especially if steps need to be taken based on what you have discussed, is another strategy to avoid misunderstanding.
Setting boundaries [13:19]
While it is really important that we build trust with our clients, we must also have professional boundaries. Being consistent, and setting and maintaining healthy boundaries with clients ensures a professional relationship. If you are asked a personal question, a good tactic is to always put the focus back on the client and their needs. When asked a question, you should always answer, but use your judgement on how much personal information you disclose. Keep the client and their wellbeing as the number one focus and reflect questions back.
Feedback mechanisms [17:19]
Feedback can be a sensitive topic, but encouraging and utilising client feedback can help to significantly improve services and client satisfaction. All feedback is important, and it is not always negative. It can help us improve, identify changes we might need to make, let us know about client preferences, improve service delivery and increase overall client satisfaction. Feedback doesn’t need to be formal. Regular check-ins to ask if things are alright are valuable and can avoid things accumulating and becoming a problem.
What is trending [20:09]
In what’s trending this week, I thought I’d mention the most downloaded resource from my website, ‘5 facts about me’. It is a free resource to help you get to know your client and better understand what is important to them. It can be completed by you (or their family) and the information helps to put into context what you as the service provider needs to know about, focus on and put energy into. This is important, because if our clients feel that we know them it can really alleviate anxiety.
CONNECT
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
