COMMUNICATION SKILLS
Session 2 Summary
Communication involves listening and building confidence, and not just giving information.
Listening and Learning
Use helpful non-verbal communication Ask open questions
Show interest and reflect back what the mother says Empathise to show that you understand her feelings Avoid words that sound judging
Building Confidence and Giving Support Accept what a mother thinks and feels
Recognise and acknowledge what a mother and baby are doing right Give practical help
Give a little relevant information using suitable language Make one or two suggestions, not commands
Arranging follow-up and support suitable to the mother’s situation
Communication Skills Worksheet 2.1 (with possible answers) Open questions:
For each closed question, write a new question that is an open question.
Example
Are you breastfeeding your baby? (closed) How are you feeding your baby? (open) Re-write these questions as an open question:
Does your baby feed often? When does your baby feed?
Are you having any feeding problems? How is feeding going?
Is your baby gaining weight? How is your baby’s weight?
Empathising with the mother’s feelings:
The statements below are made by a mother. Pick the response that you might make to show empathy and understanding of the mother’s feelings.
Example:
My baby feeds all night and I am exhausted. - How many times does she feed?
- Does this happen every night?
√- You really feel tired.
Pick the response that shows empathy:
My breast milk looks thin – it cannot be good. - Breast milk always looks thin.
(√)- You are worried about your milk?
- How much does your baby weigh?
I am afraid to breastfeed in case I have HIV. (√)- You are concerned about HIV?
- Have you had a test?
- Then use formula instead.
Avoid judging words:
Re-write each question to avoid a judging word and to also ask an open question Example:
Is your baby feeding well? How is your baby feeding?
Change to avoid a judging word:
Does your baby cry too much at night? How is your baby at night?
Do you have any problems with breastfeeding? How is breastfeeding going?
Is the baby’s weight gain good? How is your baby growing?
Accepting what a mother thinks:
Draw a line to link which response is accepting, agreeing to a mistaken idea or disagreeing with the mother’s statement.
Example:
Mother: “I give drinks of water if the day is hot.”
Response:
“That isn’t necessary! Breast milk has enough water.” Agreeing (to mistaken idea)
“Yes, babies need water in hot weather.” Disagreeing
“You feel the baby needs some water if it is hot?” Accepting Link with the answer with the type of response:
Mother: “My baby has diarrhoea, so I am not breastfeeding until it is gone.”
Answer: Type of response
“You don’t like to give breast milk now?” Agreeing (to mistaken idea)
“It is quite safe to breastfeed when he has diarrhoea.” Disagreeing
“It is best to stop breastfeeding during diarrhoea.” Accepting Mother: “The first milk is not good, so I will need to wait until it has gone.”
Answer: Type of response
“First milk is very important for the baby.” Agreeing (to mistaken idea)
“You think the first milk is not good for the baby.” Disagreeing
“It will only be a day or two before the first milk is gone.” Accepting
Provide relevant information using suitable language:
Re-write the statement to use words that are easy for the mother to understand.
Example:
“You can tell that the hormone oxytocin is working if you notice the milk ejection reflex.”
Using suitable language:
“You may notice the opposite breast leaks when the baby is suckling. This is a sign that the milk is flowing well.”
Change these statements to words easy to understand:
“Exclusive breastfeeding provides all the nutrients that your baby needs for the first 6 months.”
Breastfeeding alone is all your baby needs for health and growth in the first six months.
“The immunoglobulins in human milk provide your baby with protection from viral and bacterial infections.”
Your milk helps protect your baby from illness.
Offer suggestions, not commands:
Re-write each command changing it to a suggestion rather than a command.
Example:
“Do not give your baby drinks of water.” (command) Change to a suggestion:
“Have you thought of giving only your milk?” (suggestion) Change each command to a suggestion:
“Hold him close so that he takes enough of the breast into his mouth.” (command)
“Would you like to hold him close so that he can take more of the breast into his mouth?”
“Feed her more often, then your milk supply will increase.” (command)
“Do you think you could feed her more often? This will help to make more milk. ”
“Do not give any foods to your baby until after 6 months.” (command)
“Most babies don’t need any other foods or water until after 6 months. Does this sound like something you could try? ”
Communication Skills Worksheet 2.1 Open questions:
For each closed question, write a new question that is an open question.
Example
Are you breastfeeding your baby? (closed) How are you feeding your baby? (open) Re-write these questions as an open question:
Does your baby feed often?
Are you having any feeding problems?
Is your baby gaining weight?
Empathising with the mother’s feelings:
The statements below are made by a mother. Pick the response that you might make to show empathy and understanding of the mother’s feelings.
Example:
My baby feeds all night and I am exhausted. - How many times does she feed?
- Does this happen every night?
√- You really feel tired.
Pick the response that shows empathy:
My breast milk looks thin – it cannot be good. - Breast milk always looks thin.
- You are worried about your milk?
- How much does your baby weigh?
I am afraid to breastfeed in case I have HIV. - You are concerned about HIV?
- Have you had a test?
- Then use formula instead.
Avoid judging words:
Re-write each question to avoid a judging word and to also ask an open question.
Example:
Is your baby feeding well? How is your baby feeding?
Change to avoid a judging word:
Does your baby cry too much at night?
Do you have any problems with breastfeeding?
Is the baby’s weight gain good?
Accepting what a mother thinks:
Draw a line to link which response is accepting, agreeing or disagreeing with the mother’s statement.
Example:
Mother: “I give drinks of water if the day is hot.”
Answer: Type of response
“That isn’t necessary! Breast milk has enough water.” Agreeing
“Yes, babies need water in hot weather.” Disagreeing
“You feel the baby needs some water if it is hot?” Accepting Link with the answer with the type of response:
Mother: “My baby has diarrhoea, so I am not breastfeeding until it is gone.”
Answer: Type of response
“You don’t like to give breast milk now?” Agreeing
“It is quite safe to breastfeed when he has diarrhoea.” Disagreeing
“It is best to stop breastfeeding during diarrhoea.” Accepting Mother: “The first milk is not good, so I will need to wait until it has gone.”
Answer: Type of response
“First milk is very important for the baby.” Agreeing
“You think the first milk is not good for the baby.” Disagreeing
“It will only be a day or two before the first milk is gone.” Accepting
Provide relevant information using suitable language:
Re-write the statement to use words that are easy for the mother to understand.
Example:
“You can tell that the hormone oxytocin is working if you notice the milk ejection reflex.”
Change to words easy to understand:
“You may notice the opposite breast leaks when the baby is suckling. This is a sign that the milk is flowing well.”
Change these statements to words easy to understand:
“Exclusive breastfeeding provides all the nutrients that your baby needs for the first 6 months.”
“The immunoglobulins in human milk provide your baby with protection from viral and bacterial infections.”
Offer suggestions, not commands:
Re-write each command changing it to a suggestion rather than a command.
Example:
“Do not give your baby drinks of water.” (command) Change to a suggestion:
“Have you thought of only giving breast milk?” (suggestion) Change each command to a suggestion:
“Hold him close so that he takes enough of the breast into his mouth.” (command)
“Feed her more often, then your milk supply will increase.” (command)
“Do not give any foods to your baby until after 6 months.” (command)