500 Tips for Communicating with the Public

✍ Scribed by Maggie Kindred, Michael Kindred

• Publisher: Jessica Kingsley Publishers
• Year: 2011
• Tongue: English
• Leaves: 162
• Edition: 1
• Category: Library

✦ Synopsis

This is a light-hearted, easily digestible guide with a wealth of handy hints and tips for communicating with the public. For those in the helping professions, communicating with the public can sometimes be a challenge, and different skills are needed to those used when communicating with friends and family. This book addresses these issues by providing hundreds of tips on how to communicate with the public, covering topics such as managing conflict, assertiveness, feelings, listening and boundaries. It also includes guidance on reflection, supervision, confidentiality and anti-discrimination. The book uses a fun and accessible approach, making the advice easy to read and then put into practice. This handy guide will be invaluable to a range of practitioners in the helping professions including health visitors, social care workers, probation officers and teachers, as well as any other professional looking for tips on how to communicate effectively.

✦ Table of Contents

500 Tips for Communicating with the Public......Page 5
Why do we need to communicate well?......Page 13
Book structure......Page 14
Communicating verbally – face to face......Page 17
Communicating verbally – giving presentations......Page 21
Communicating verbally – on the telephone......Page 22
Non-verbal communication – writing......Page 24
Non-verbal communication – electronic written communication......Page 28
Non-verbal communication – body language......Page 32
Non-verbal communication – communicating imaginatively!......Page 35
Different modes of communication – communicating one to one......Page 37
Different modes of communication – communicating with groups......Page 39
Listening skills......Page 47
Questioning skills......Page 49
Assertiveness skills......Page 51
Information-giving skills......Page 54
Advice-giving skills......Page 55
Reassurance......Page 57
Challenging......Page 59
Negotiation skills......Page 61
Dismantling barriers......Page 63
Client and workers have feelings!......Page 67
Angry feelings – conflict management......Page 71
Handling stress......Page 76
Using humour......Page 77
Where to meet?......Page 79
Preparing yourself first......Page 83
Scene-setting......Page 84
Preparing the location......Page 85
Setting the tone......Page 88
Introductions......Page 89
Relationship length......Page 91
Setting goals......Page 92
Handling interruptions......Page 93
Summarizing......Page 94
Endings......Page 95
Working with men and women......Page 99
Working with children......Page 100
Working with people of different races and cultures......Page 102
Working with clients who do not speak English......Page 106
Working with disabled and differently-abled people......Page 108
Working with older people......Page 110
Working with people of different sexualities......Page 112
Wealth, class and society......Page 114
Know yourself......Page 117
Personal bias and agendas......Page 121
Making judgements......Page 122
Using labels......Page 124
Boundaries......Page 127
Confidentiality......Page 130
Being clear about roles and responsibilities......Page 132
Communicating in the workplace......Page 133
Meeting needs......Page 137
Understanding rights......Page 138
Helping your client to make decisions and choices......Page 140
Being an advocate......Page 142
Know the rules......Page 145
Assessment......Page 147
Recording and Reporting......Page 149
Background checks and safeguarding......Page 150
Dealing with abuse......Page 152
Responding to complaints......Page 153
Supervision......Page 155
Reflecting on practice and developing your communication......Page 156
Appraisal......Page 158
Epilogue......Page 161