Baycrest

Baycrest - End of Life Volunteer Manual 43 • Be compassionate. Someone who is dying will experience a variety of emotions. Sometimes the person may be angry or frustrated and direct that anger toward the people around them. Keep in mind that the anger is not personal. It is part of the response to the illness. • Listen without interruption. Let the person lead the conversation. • Send acknowledgements. Let the speaker know you are still there and interested by nodding your head or saying things like "Uh uh" and "OK". • Don't be afraid of tears. When the person is crying, you don't have to say anything; you can just hold the person's hand. • Use touch but only with permission. Communication through touch can be very effective; for example holding a person's hand or giving a comforting pat on the arm. You must ask permission first. Ask the person if you may hold their hand. It is essential to obtain this "consent" from the patient or family member before touching. BARRIERS TO COMMUNICATION Key barriers for patients with normal hearing, speech and language communication: 1. Poor listening skills. If people feel they are not being listened to, then there is no communication. 2. Stress. People often do not communicate well when they are in a crisis situation. If they are feeling ill or in pain, their attention may be focused inward and they may not hear what is said to them. 3. Language and culture. Culture affects the way individuals and families communicate. Words and gestures can mean different things to people from different cultures. 4. Intense feelings. When people are emotional, they are more likely to misunderstand and less likely to express themselves clearly.

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