Introduction to communication in health, social care or children’s and young people’s setting (SHC 21) Assessment Criteria Outcome 1 – Understand why communication is important in the work setting 1. Identify different reasons why people communicate • People communicate so job the job can be done properly, by communicating this can also improve relationship and promote team work. At work I speak to my colleagues during work so the job can be done easily and efficiently. I think that speaking during working hours can improve working relationship and promote team work.
I also speak to the clients during work hours so I will know if they need any help or assistance. By speaking to them I will know what food they would like to eat, what activities they want to do or if they want a male or female carer to help them during personal care. 2. Explain how effective communication affects all aspects of own work • By speaking to colleagues in work, this will help improve my personal skills in communication and team work. This will lead to happy and productive working environment and can prevent conflict of opinions.
I speak to my colleagues when helping an individual who needs two care staff so the job can be done efficiently and properly. I should also speak to clients during personal care to prevent them from being anxious and worried. I should tell them that they are safe and that there is nothing to worry about. 3. Explain why it is important to observe an individual’s reactions when communicating with them • It is important that I pay attention to the client’s reactions when I speak to them because sometimes they may not understand what I am saying to them.
Interpersonal comm. Task 22. This example is showing that the two teen-aged girls are verbally communicating. This is all that can be accomplished by the use of a telephone. The two girls can not see each other there-fore it is near to completely impossible to make hand jesters or other forms of non-verbal communication maybe making it difficult to fully understand their feelings about the event. ...
Some clients have lost the ability to understand simple sentences and some requires time to process the words in their brain. I should talk clearly, slowly and calmly, this would make them feel comfortable and feel that they are being respected and treated properly. I should observe their reactions because sometimes if you say something to them, they might take it the wrong way and feel offended, if this happens, I should clarify and be more understanding to make sure that they are not angry or upset.
Outcome 2 – Be able to meet the communication and language needs, wishes and preferences of individuals 1. Find out an individual’s communication and language needs, wishes and preferences • When I speak to clients, I should speak slowly and calmly so they will have the time to process the sentences that I have said. Before speaking to a new client, I should check their personal folder first and read their past medical history, by doing so I will know if they have speech problems or use sign language to communicate.
When speaking to a client, I should be careful what words to say and refrain from saying my opinions because this might offend them as every individual have their own personal beliefs and values which depend on their culture, socio-economic status, sexual preference and religion. Some clients may also use a hearing aid, so I should speak to them calmly so they wouldn’t think that they are being shouted at. 2. Demonstrate communication methods that meet an individual’s communication needs, wishes and preferences When speaking to clients I should give them eye contact so they will feel that they are being listened to and I should pay my attention to them. By doing this, this could help promote working relationship and enable the clients to talk to me easily without worrying. I should also use physical gestures when speaking to them just in case that they don’t understand what I am trying to tell them as some clients have problems understanding basic sentences and words, especially clients with Alzheimer and Dementia. I should also maintain a calm body language around the clients so they wouldn’t feel scared or intimidated.
HISTORY OF COMMUNICATION Better than shouting Communication begins with language, the distinctive ability which has made possible the evolution of human society. With language any message, no matter how complex, can be conveyed between people over a limited distance - within a room or place of assembly, or across a short open space. In modern times 'town criers' hold an annual contest to discover ...
I should also be smiling when speaking to them so they will feel that they are being listened to, understood and valued. 3. Show and how to seek advice about communication • Before speaking to a new client, I should check their personal profile and past medical problems, this will give me an insight if they have speech problems. I should ask senior carers or other senior members to staff for advice about communication and how to deal with clients who has speech problems and the best possible way to communicate with them without intruding an individual’s personal space and beliefs.
I could also speak to the head of training and ask if there are available courses which will help me develop my communication skills. Outcome 3 – Be able to reduce barriers to communication 1. Identify barriers to communication • Some clients may speak a different language or use sign language, this will be difficult for me to deal with because they might find it offensive if I ask them to speak in English or write down what they are trying to tell me. • When passing on information, I should listen carefully to prevent misunderstandings and conflict of opinions Conflict of opinions can cause emotional difficulties. This could make working with others awkward and may lead to mistakes. • I should speak to my colleagues and the clients properly to make sure that no conflicts or misunderstanding occurs. I should also make sure that I reflect a happy facial expression when speaking to colleagues and clients. 2. Demonstrate how to reduce barriers to communication in different ways • Communication is an important part of the care industry. When speaking to colleagues and clients alike, I should use a calm tone of voice, a happy facial expression and a relaxed body language.
By doing so this could improve communication in work and promote efficient and effective teamwork. I should speak to clients like this as it could also promote working relationship and will make clients speak to me more often without feeling intimidated. I should also speak clearly to my colleagues during working hours so mistakes and accidents can be prevented. I should also listen carefully and tentatively so the person speaking to me wouldn’t feel that they are being ignored or cause misunderstandings. 3. Demonstrate ways to check that communication has been understood When a client is speaking to me, I should listen carefully and if I am in doubt or didn’t understand what they said, I should ask them again to repeat it to prevent misunderstanding. I should also do the same when a colleague is speaking to me, as this will improve communication at work; promote team work which will make the job easier. I should listen to carefully when information is being given to prevent mistakes or accidents from happening as this could lead to other problems such as conflict of opinions and emotional feelings. . Identify sources of information and support or services to enable more effective communication • I should ask the head of training for information regarding speech and language services. I should attend training if one if provided to improve my communication skill. This should make me deal with work problems and deal with complicated situations easily such as misunderstanding with colleagues or not understanding what is being said to me by the clients.
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I should also refer to the client’s personal profile and check if they need to speak to an advocate so I could understand their personal needs and communicate with them with ease. Outcome 4 – Be able to apply principles and practices relating to confidentiality at work 1. Explain the term ‘confidentiality’ • Confidentiality means not sharing or giving information to someone outside work. When a visitor asks me about a client’s well being, I should not say anything to them as a client’s personal information is private.
I should direct the visitors to a senior member of staff and that they could deal with them. I should not talk about a client’s personal life outside of work as this is breaking the codes of work and violating the company’s working rules. Personal information should be kept in a folder and away from public access to prevent information from being spread. 2. Demonstrate confidentiality in day to day communication, in line with agreed ways of working • I should only talk about a client with a work colleague during working hours.
I am a people’s person. I am passionately interesting in listening to people’s problem and finding strategies to help solve them. In everyday life people go through difficulties that make life impossible to them to live. There is a saying that says a service is only as good as the person who delivered the service. I want to be that person who delivered a good service to people who needs it. ...
I shouldn’t speak to a visitor about a client if they don’t know anything about the individual as this will breach their privacy and rights. I should never talk about clients outside of work as some people might hear about it and this could cause the information from being spread. 3. Describe situations where information normally considered to be confidential might need to be passed on. • If a client is in the hospital and the nurses will need information about their past medical problems and what medication they are on, this means that confidentiality can be breached.
By doing this, this could save the individual’s life or prolong them because they will be treated easily and quickly if important information is given. 4. Explain how and when to seek advice about confidentiality • I should speak to senior carers or other members of staff if I need help and advice about confidentiality. By doing so, this could prevent information from being spread and keeping the individual’s privacy and dignity. I should also refer to the company rules on how to handle confidentiality so if a visitor or a relative ask me about a certain client, I will know how to deal with them without causing any misunderstanding.