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Non- verbal communication…read more

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Facial expressions
The way care providers use facial expression's is important. As our face can send
very complex messages that can be easily read.
Facial expressions all link with body language as eye contact is an indicator to our
own emotional state and other's.
Facial expression's can often be controlled. This is an extremely important skill in a
care setting, if a patient has become hostile, it is important that the care provider
has a calm facial expression, and appears to be dominant and in control of the
situation, this is achieved through constant eye contact, but a soft open facial
expression, even though inside they may be feeling frightened and annoyed at
their behaviour.…read more

Slide 3

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Eye contact
Eye contact and facial expressions work well together in portraying a person's emotions
`the eye's are the window to the soul'
Eye to eye contact is used a lot by service provider's when trying to understand a patient
The way eye contact is perceived varies in cultures, for example in European culture, we value
eye to eye contact, and It is often interpreted as being rude or bored if you do not look at the
person. This is why it is important for it to be used in the care setting.
Sad / upset Happy / excited
Mouth tightly closed Raised eye brows
Looking down at the Wide eyes
Tense expression smile
Tear's?…read more

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Body language
Body language is important in a care setting as it can identify service user's
feelings when they feel unable to say what is wrong.
It is also important in dealing with clients as showing negative body language
will lead them to be less trusting and compliant.
For example, having a laid back posture in a formal situation with a client
may lead them to feel the care provider is unprofessional and they will be
less trusting with confidential information as they seem uninterested, this
is important to avoid when talking to parents in a nursery setting.
A stressed or anxious service user would be likely to have a closed position:
Have head angled to the floor, arms crossed, leaning away, lack of eye
contact, twitchy movements
It is important that if a client is showing this kind of body language that
the cause is identified/addressed and not ignored…read more

Slide 5

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Picking up on body language
Clients (specifically young children) can pick up on different
forms of body language. If a nursery staff member is sitting
crossed armed, closed body language is shown. Here the child
may be wary of the nursery nurse, and keep their distance, and
not feel comfortable approaching, even In the event of a
problem. The child may also not feel comfortable talking to
them if they are worried about something. This goes against a
nursery's ethos to allow children to feel comfortable away from
home, and to prepare them for school. Not feeling comfortable
in the setting goes against this.…read more

Slide 6

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Examples of gestures?
Arm gestures are sometimes used to emphasise speech, but they are most used to indicate how relaxed
and involved a speaker is.
Frequent gestures can be distracting or they may seem strange to the person receiving the gestures.
Upright posture is the most used and effective for a face-to-face communication.
When someone is anxious and an inexperienced speaker they often produce a lot of unnecessary
For example face touching and head scratching. In certain situations an upright position is not the
appropriate posture.
For example, when communicating with a child or a seated person, it is best to squat down.
· This means that your are at the same level as the service user this prevents someone feeling
dominated.…read more

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