Promote Communication in health, social care or children’s and young people’s settings Outcome 1 Be able to understand why effective communication is important in the work setting 1. 1 Identify the different reasons people communicate To express needs, share ideas and information, give reassurance, express feelings, build relationships, socialize, ask questions and share experiences. People communicate in order to establish and maintain relationships with others, to give and receive information and instructions, to understand and be understood, to share opinions, knowledge, feelings, emotions, to give encouragement and praise.
Communication is an essential tool a carer can use to meet the needs of their service users. It is a basic requirement of my job role to communicate with individuals and their families or other members of staff on a daily basis. Communicating with other staff members ensures effective team working and continuity of care. It also ensures any health and safety issues are recognised and reported. All staff are able to log in the Communication book, thereby keeping other staff informed and aware of current situations within the workplace. Service Users communicate with carers to express their needs and preferences and to ensure they are met.
As a carer I would discuss the options and choices available to the individual to allow them an informed choice. 1. 2 Explain how communication affects relationships in the work setting. Communication is essential to all parts of work and is an essential skill for workers who want to do well in the care setting. This communication can be between Staff or Service users and staff. Effective communication will make worker’s role work efficiently and will enable them to develop their role as a Support Worker working with Service Users Effective communication will develop the following: Relationship with Service Users * Relationship with Colleagues * Relationship with Parents: Outcome 2. Be able to meet the communication and language needs, wishes and preferences of individuals 2. 1Demonstrate how to establish the communication and language needs, wishes and preferences of individuals 2. 2Describe the factors to consider when promoting effective communication Verbal communication: Tone and pitch of your voice, does it suit the situation or topic? A louder more direct communication maybe required if trying to get the attention of a Group of service Users.
However this would not be suitable in a situation whereby a service user is upset say for example if they have wet themselves and are embarrassed, this would need a quieter and understanding tone to reassure them. Use of language is important, when talking to some particular Service Users you need to keep things simple, as large amounts of information can be too much to digest, however if you’re talking to an adult using very simple instructions this may be deemed as patronising, so it is important to choose your language carefully.
The speed in which you talk is also key. When talking to residents if they are in a sitting position I tend to sit next to them so at eye level and I talk to them at a relatively slow speed, this way they are more likely to understand me more than if I was walking around or towering over them talking. Non-verbal communication: Facial and hand gestures, again this needs to be tailored to the situation or topic. In the example above, a smile and perhaps a hand on their shoulder is sufficient to the situation.
Where by frowning and waving arms as if annoyed would be detrimental to the feelings of the resident. Eye contact is an important factor as this engages the service user and keeps them focused on what you are discussing. By making eye contact you are directing your conversation at that specific person, demonstrating that you are devoting your time and are not able to be distracted as if you would by looking around. Outcome 3 Be able to overcome barriers to communication 3. 1 Explain how people from different backgrounds may use and/or interpret communication methods in different ways
The words we use and how we use them is probably influenced by your culture. Your culture is the group or community you were born in, grew up in and now live in. Our families will have the biggest influence on how we communicate. Families have shared experiences, the knowledge of which may make them laugh or cry, but to which an outsider may have no understanding. Within a family non-verbal communication can be very subtle as there is such a deep familiarization, a look or gesture may convey a message that could only be understood by those within the family.
Words and phrases, especially those of young children, may have a completely different meaning to people outside the family. It is not just the meaning of words that may differ within a family but also the kind of words that are acceptable to use. Some families may find it acceptable to use swear words as part of everyday expression yet the wider community might find this quite offensive. The kind of person you are or the kind of family you come from can also influence the way in which you communicate. A child, brought up in a noisy, busy background will robably have the confidence to talk to new people or try new ways of communicating, as will people who are confident. Quieter people and those lacking confidence may appear more withdrawn or reluctant to attempt new ways of communicating. Past experiences can also have a great effect. If you grew up in a house where people didn’t read or use the telephone you may shy away from these forms of communication because they are unfamiliar to you. If you were, as a child, criticised in some way for the way you read or wrote you may be reluctant to pursue those forms of communication.
Praise or criticism can have a strong influence as it can tell a person “I am good at this so I’ll use it,” or “I’m bad at this I don’t want to try that again. ” Our ethnic origins may also influence how we use and interpret different communication methods. Some cultures interpret the tone of your voice differently, raised voices could mean an argument to some people, but to others it could mean an exciting conversation. Yet even within cultures there are subtle differences. 3. 2 Identify barriers to effective communication
Barriers to stop effective communication can be things such as Language Barrier, particularly if your service user speaks/understands a different language to your own this can be very frustrating for both when trying to communicate with one another. Maybe a particular accent or the speed at which somebody might speak. Sensory barriers, it could be very difficult to communicate if the service user has a sensory impairment or loss for example hearing loss, sight loss or possibly deaf mute. 3. 3 Explain how to access extra support or services to enable individuals to communicate effectively.
Outcome 4 Be able to apply principles and practices relating to confidentiality 4. 1 Explain the meaning of the term confidentiality Confidentiality means to ensure that information is accessible only to those authorized to have access. In another word “ To keep service users information secret and not to disclose it even to authorised person unless it is necessary. ” It is every service users right on the basis of trusting and positive working relationship. Traditionally, in care ethics has viewed the duty of confidentiality as a relatively non-negotiable tenet of code of Care practice. . 2 Demonstrate ways to maintain confidentiality There is a specific important piece of legislation called the Data Protection Act, 1988 and it was introduced in the UK to protect the right of everyone. Every carer should need to maintain confidentiality for each individual service user for his personal, social, physical or financial maters including Service User Plan, record sheet, risk assessments and reports. We should not disclose or discuss with our colleague, co-worker or a person without the consent of service user that might harm him physically, mentally of financially. 4. Describe the potential tension between maintaining an individual’s confidentiality and disclosing concerns. These are situations that would need to be passed on: When a service user has marks or bruises, which I suspect may have been caused by family member or other member of staff but the service user chose not to say anything. A service user says that they suspect another Care worker of stealing but does not want to say anything as it could get the person in trouble. Or if we believe that the lifestyle of service user e. g. , drinking excessive amount of Alcohol or there unhealthy diet is putting their health at serious risk.