ASSIGNMENT 301 Task A

ASSIGNMENT 301
PRINCIPLES OF COMMUNICATION IN
ADULT SOCIAL CARE SETTINGS
For this unit, you will complete tasks to demonstrate your knowledge of the importance of effective communication in adult social care settings, and ways to overcome barriers to meet individual needs, wishes and preferences in communication. You will also address the principles and practices relating to confidentiality.
TASK A
Questions:
Ai) Identify four different reasons why people communicate.
1. To Share thoughts and feelings
2. To share knowledge, to train, to give advice and share ideas.
3. To have conversation both formally and socially that provides stimulation and a sense of belonging.
4. Used to express individual needs.
Aii) Describe two ways how effective communication can affect relationships in an adult social care setting between:
a) Colleagues and other professionals

Effective communication can take many forms whether verbal or written. Direct face to face conversation allows information to be quickly passed between professionals, questions can be asked directly and clarity can be gained. Much of what we say is also communicated through the way we talk. Our body language helps set tone and emphasizes the message that is being delivered. It allows emotion to be a vital part of communication. Effect written communication allows specific / accurate information to be passed quickly. In the example of a support worker implementing a new care plan, detail routine can be set out and sent quickly via email to both clients and support staff. Also in this way communicating data can be quickly shared for analysis. By doing this you build positive relationships with those involved by sharing knowledge and gaining commitment through understanding.

b) Individuals using the service and their carers

This area is extremely important because the service user is at the heart of our work. Understanding the needs from the client through regular feedback is important. Reviewing care plans and routines in conjunction with service users enables continual improvement. Effective communication can disperse frustration and reassure anxieties in the service user. Face to face contact allows emotion to be conveyed and understood, and promotes positive outcomes.

Aiii) Using the table below, identify three ways of finding out the communication and language needs of an individual. For each method describe how an effective it is at establishing the needs of the individual. 9 marks

METHOD
HOW EFFECTIVE IS THIS METHOD

1. Carry out an assessment use professional help.

Examine verbal and non-verbal communication. Eg. Someone suffering from dyslexia, what support tools could be provide. By carrying out general assessments may miss something, they cannot always identify hidden problems.

2. Engage friends and family to understand their background and needs

Assertain a mental picture of what the individual is like, these people have known the client far longer than anyone. However in some cases family may no longer be around. Use other professionals to gain understanding if this is the case. Look at family history, look for trends, patterns.

3. Ask the individual.

By far the most effective way but only if verbal communication is possible, if there is a relationship of mutual trust it is lightly that the individual will be able to describe their needs.

Aiv) Describe three factors to consider when promoting effective communication.
1. Allowing time for communication to happen, rushing the service user can cause frustration and anxiety to build.
2. Listen, take time to understand their needs and ask relevant question to help to extract detail.
3. Roll with emotion and resistance. Build trust and empathy with the service user. Don’t react to emotion by taking it personally.
Av) Using the table below describe three verbal and three non verbal communication methods and styles a social care worker may use in an adult care setting.
Verbal
Non verbal

Asking open ended questions. What, where, why, who? Questions that don’t warrant the response YES OR NO.

Active listening – respond non-verbally to what is being said, eg nodding.

Reflection – using what has been said and paraphrasing it back to the service user to show that you have been listening and understand.

Taking notes and writing a list of action points from the conversation to show that you have listened and understood.

Taking conversation as if looking at it from the third person, trying to look at situations objectively or by playing ‘devils advocate’ to challenge the service users thinking.

Using written form to share information ie. Care plans, routines, data. Email or text messaging shares information quickly.

Avi) Explain why it is important to respond to an individual’s reactions during communication.
Understanding reactions and emotions is important in effective communication because it promotes understanding. It shows empathy by identifying the underlying emotions ie anger, happiness, anxiety. It demonstrates that you as a support worker are conscious of the feelings that the service user has and will plan for these in the support structure. By responding to the reaction shows that you care. Showing compassion is by far one of the greatest skills that support staff can have, also balancing this against the need to be sincere as to not undermine the message. Over using sympathy can be as bad as not using it. Do not appear patronising or belittle the message. Allowing service users to express their emotions allows them to off load, sometimes by just listening and not actually doing anything allows the service user to clear their negative emotion. Reacting to positive reactions is also as important. Sharing in excitement or reflecting pride and respect towards the individual will help promote confidence. Not reacting could confuse the service user.
Avii) Explain how an individual’s background can influence the way they communicate.
The opinions that we develop and hold over time will influence the decisions that we make. The relationships that are nurtured during our early years will set as on a path that will influence the way that we present ourselves to the world that we live in. If I had been used to those around me always shouting and screaming, it would seem natural to reflect that in the way that I communicated. If I came from a big family with lots of siblings, would my voice always have been heard, vice versa, if I were a only child would I expect attention to be constantly directed my way and would I have the ability to be able to share time and conversation? If I had been subjected to an abusive childhood, could it be normal that I might not engage with new people. For those who have been subject to sexual abuse, could their view on life be disjointed or over sexualised? Different cultures also have different values, in the example of an Elderly Asian man seeking medical advice, Would they always except taking advice from a younger Female practitioner? Understanding the culture and trying to adapt on both sides to cultural differences should always be encouraged to gain better outcomes, however discrimination must not be tolerated.
Understanding background is essential in forming effective relationships. As a professional working in this situation, rolling with emotion and opinion could sometimes be more productive than challenging it directly. We must always continue to learn and adapt to changing situations to ensure that the service users’ best interests are at the heart of our work.
Avii) Using the table below identify three examples of barriers to communication and explain how you could overcome each barrier. 9 marks
Barrier
How it can be overcome
1. The individuals speech is unclear or disjointed, due to physical or mental impairment.

Use written communication, drawings or sign language. Involve the use of other professionals such as speech therapists.
2. If the person or the professional do not speak the same language.

Use an interpreter, use drawings or diagrams or pictures. Your body language and gestures can also convey great meaning that is transferable between different people. Use a translation APP from a tablet. Search the web for sites, ask the other person to type into the search engine in their language to bring up info for you.
3. Using email to express complex ideas.

Emails or normal written word can often be interpreted by different people in different ways. Try to avoid emotive speak. Keep language simple and to the point. Avoid expressing emotions and personal feeling and keep to fact. Allow right of reply or questioning to ensure understand. Follow up with direct conversation or face to face meeting.

Aix) Describe two strategies that you could use to clarify misunderstandings.
In this instance the use of open ended questions that ensure clarification, ask the Why and the What? Reflecting back what people say to promote understanding. Summarising at the end of the conversation to conclude your thoughts. Having the confidence to simply say ‘Can you help me understand this?’ If you see there are two people that have misunderstood each other, mediate. Support them to check and share your understandings.
Ax) A social care worker wants to enable more effective communication with individuals using the service. Explain how they could access extra support or services that may be helpful.
Decide what the best medium to use with which to communicate. Eg. If your target group was elderly would they necessarily have the skills to access computer generated information? How effective would group discussion vs individual appointments. How can you as the support worker engage family or friends to educate and empower them to support each other. How can you coach and support those around them to support the individual? Get regular feedback from the client, build a positive bubble around them to always encourage and empower them. Set up regular appointments for feedback whether it is face to face, over the phone or via the internet.
Look at social groups or online forums, how can you bring like minded individuals together to solve a common problem. An example of this could be someone suffering from an anxiety disorder, how could you link them up with people who have suffered from similar effects? Could you engage in a ‘befriending service’? What can the voluntary sector provide, seek out organisations such as ‘voluntary Norfolk’.
Look at what the local authority can offer. What additional support services are available? Look at transport networks, voluntary work, job opportunities. Use the GP, social worker or case manager to engage with them and look for further opportunities.