Assignment 201 Principles of communication in adult social care settings.
Task A – Short Answer Questions
Ai Describe four different methods of communication.
* Verbal Communication: This type of communication uses words to introduce thoughts, feelings and ideas. This type of communication involves an individual using their linguistic tone, pitch and learnt vocabulary to present and explain their ideas through spoken word and also involves listening to other people.
* Non-verbal Communication: This type of communication involves an individual communicating, sharing their ideas and opinions without talking. It requires an individual to be able to identify what another person’s body language is saying, for example recognising when another person is in pain, upset or anxious. It further requires the individual who is expressing themselves non-verbally to comprehend the way they use their own body to send messages to others. We can communicate non-verbally through the use of facial expressions, eye contact, body language, behaviour, gestures, signs, touch or contact and visual aids, e.g. pictures, symbols and flash cards.
* Written Communication: This type of communication refers to using written words and written signs to communicate with others. There are different styles of writing used to complete different documents, but all require literacy skills so the author of the written document can clearly convey their intended meaning to the reader.
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* Technological Aids: As a result of technology advancing rapidly we have many electronic aids to help us communicate. Mobile phones are commonly used to make calls, send text messages and emails while on the go. There are alternative types of technological devices that greatly aid people to communicate with others. For example, a speech generating device is an instrument that speaks messages aloud to aid communication and can be used by those people whose speech or other methods of communication are not fulfilling their needs. Another communication aid for speech is the artificial larynx which is largely used after an individual has undergone an operation to have their voice box removed (laryngectomy).
Aii Identify five different reasons why people communicate.
* To receive and obtain information, and to provide others with information also.
* To form relationships.
* To get to know others.
* To present, express and share ideas, thoughts, preferences, feelings, needs and wishes.
* To raise issues, concerns and resolve problems.
Aiii Give two reasons why it is important to observe the reactions of an individual using the service when you are communicating with them.
It is important to observe the reactions of another individual when communicating with them, this is because we can often identify how a person is feeling by their reactions. From recognising how a person is feeling by their displayed reactions we would know how to appropriately respond to the person, promoting empathy and a shared understanding and would further avoid saying something that could likely cause the individual to become irritated, aggrieved or worried. For example if communicating with an individual who folds their arms, this can signify that they are feeling negative or defensive about the situation or person. Consequently the person communicating would acknowledge the exhibited reactions and use a different approach to attempt to ease hostility while expressing what is needed. Secondly it is essential to observe the reactions of another person when communicating because the person listening may not always indicate verbally if they have comprehended and processed the received information. The reactions shown by the listener will enable the communicator to ascertain whether or not the listener understood the message, thus the communicator could rephrase their message to make it apprehensible if deemed necessary.
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Aiv Explain why it is important to find out about an individual’s:
a) communication and language needs
All people have the right to communicate using their preferred methods of communication and language. It is extremely important to find out about an individual’s communication and language needs so therefore the best possible methods and styles of communication can be determined and used.
b) wishes and preferences
It is essential to acknowledge an individual’s wishes and preferences because this will provide a strong basis for effective communication, by enabling the communicator to avoid divulging in conversation in such a manner that would offend the other person. Additionally recognising another person’s wishes and preferences and incorporating them while communicating would make the other person feel more accepted and valued.
Av Explain how good communication can have a positive effect on the way a social care worker interacts with:
a) colleagues
Good communication between colleagues in the social care environment is vital because it will enhance teamwork between staff members. It will enable staff members to thoroughly keep each other updated on the current issues pertaining to the particular service user, reducing the risk of mistakes being made by staff members. It will also enable staff members to work together to provide the best possible care.
b) Individuals using the service and carers
Good communication between carers and people using the service is important because using good communication skills would enable a carer to help the service user make choices about how they would like to receive their care and support, thus making the service user feel respected and in control of what happens to them. As a result positive rapport can develop between a carer and a service user in their care. Effective communication would allow carers to get to know the individuals they support much better, this way carers would learn the normal behaviour and reactions displayed by the service users. Therefore when a user of the service behaves or reacts out of the ordinary, the carer would observe that there is a change in behaviour and find out if there is some form of problem that needs resolving.
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c) other professionals
When an individual receives care and support they receive it from a network of varied staff and professionals. It is vital that good communication occurs between the network of staff and professionals because each person that forms part of the network will have a different role to perform and a different amount of direct involvement with the user of the service. For example a service user may have a support worker that spends 35+ hours a week with them, but a care co-ordinator that spends one hour every fortnight with them. It is crucial that the individuals involved in caring for the service user regularly communicate to keep each other informed and updated, so they can efficiently work together to provide the most suitable care and support, further helping to prevent the service user from coming to any harm.
Avi Identify three examples of barriers to communication and describe ways each barrier could be reduced.
1. An uncomfortable and noisy environment can be a barrier to communication. To overcome this barrier the source that is causing the noise should be reduced or removed if possible. Any distractions that are preventing communication should also be removed e.g. pets. Ensure that all individuals are feeling comfortable in the environment that they are in and do what is necessary to help them feel more relaxed in the environment e.g. provide an individual with their glasses or hearing aid if required.
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2. Language barriers and accents can also be an obstruction to communication. To reduce this barrier actions and picture boards can be used and an interpreter could also be employed to aid communication.
3. Not acknowledging or understanding an individual’s wishes, preferences, needs, values, beliefs and culture can be a barrier to communication. Being patient enough to determine and comprehend an individual’s wishes, preferences, needs, values, beliefs and culture will help to overcome this particular barrier and provide solid grounding for good communication.
Avii Describe two ways to check that communication has been understood by all involved.
One way to check communication has been understood is to observe the reactions and facial expressions the listener displays. For example, if a listener is failing to understand the content of the conversation they may display a bewildered facial expression and body language. Another way to check that communication has been understood by all is to ask questions after communicating the information and being observant of the listeners’ answers and to whether or not they provide a rephrased synopsis.
Aviii Identify three services, or sources of information and support that enable effective communication in an adult social care setting.
* Speech and language therapist.
* Interpreters, sign language and lip speakers.
* Advocacy services.
