Health And Social Care Level 3 Unit 201
Page 1 Jade Bartley Unit 201: Introduction to communication in health and social care 25.6.14
Q1) Identify the different reasons why people communicate?
There are many reasons why people communicate, one reason why people communicate is to greet one and other and by greeting someone we are showing we take interest to who that person is and prompting them to further conversation and interaction and welcoming them into our lives. Another reason to why we communicate is to express our needs and desires, as in order for our needs to be satisfied we have to communicate to get what we need or want so that we can be comfortable and not in pain or agony or stressed or hungry or tired. Social interaction is another main reason why we …show more content…
communicate as human beings we feel the need to be shown interest , love and attention, by taking the time to interact with someone we are showing that we care about that person’s wellbeing, interest and desires. Self expression is another reason why we communicate, we communicate to define ourselves as individuals and what our cultures, moral values , religious beliefs may be. There are many incentives to why we communicate, other bases on why we communicate may be to alert others, to delegate tasks such as orders and instructions ; to find out information that will help us learn and find out information that will put our minds at ease.
Q2) Explain how effective communication affects all aspects of working in adult social care settings?
When working in an adult social care setting effective communication is vital as it can show understanding and the fact that you can relate to your service users and how they’re feeling and what they may be thinking which helps build a better relationship , a bond and trust to confined to that staff member which can potentially prevent a hazard from occurring or stop that service user from being in danger. Effective communication can also better a service user well being as because they have the bond to talk through effective communication, they can open up more about what is on their mind or if they’re in pain or agony or have any needs which need to be satisfied. Effective communication helps deliver a better duty of care to service users without it care assistants, carers and nurses wouldn’t be doing their job properly.
Q3) Explain why it is important to observe individuals reactions when communicating with them?
It is very important to observe an individuals reaction when communicating as often the what the service user may say in response may not reflect what they are actually thinking or feeling. It is important to be able to read body language and make direct eye contact as this may help to revive the situation a service user may be in without directly asking them out right if they are alright or if they are okay with what you just said. By observing the individuals reaction after communication and being able to read their true expression this helps you to understand them better and hopefully deliver a better duty of care to that individual.
Q4) Explain why it is important to find out an individual’s communication and language needs, wishes and preferences?
It is important to know your service user as an individual as everyone in the health and social care setting has different needs, wishes and preferences when it comes to communicating and as a individual we are all different. For
Page 2 unit 201 example you may be working with someone who is deaf and therefore speaking is no use but sign language is an alternative form of communication which works from both parties. Or you could be working with someone who is blind and cannot see therefore brail is the best form of communication in order to deliver the service user a better duty of care.
Q5 Describe a range of communication methods both verbal and non verbal?
Non-verbal communication:
Eye contact: eye contact is important when it comes to communication as often our expression in our eyes indicates what we really are thinking and feeling, your eyes can show your true emotion , in return you can also read your service user and show feeling back to a service user such as sympathy ,warmth and understanding through eye contact or concern without even speaking.
Touch: you can communicate through touch, by just patting some one on the shoulder or shaking their hands or giving them a hug ,this shows that you care about them and take an interest to their well being. Also when delievering bad news to a service user by using the non verbal communication of touch your showing sympathy and feeling which can be more meaningful then just words.
Physical gestures: could be anything from making the service user a cup of tea to bringing them their favourite paper or magazine to read or soft toy to cuddle and hold or offering them a chocolate. Physical gestures bring comfort and pleasure to a service user and also shows you take an interest to satisfying their needs and desires.
Body Language: is very important when it comes to communicating from both the service provider and service user. Body language also shows how we are feeling through just our posture or stance. For example if we are yawning slumped in a chair , with our arms folded and legs crossed this may show we are not interested in our service users which can make a service user feel unimportant and can make them feel as if they don’t want to communicate with us. Body language can indicate the mood we are in and how we feel towards others.
Behaviour : Our behaviour is a form of communication as if we are laughing and smiling and chatting happily to others then this is showing others that we are in a good mood , and easy to chat and approach to and give reasonable , open minded responses. If we are shouting , swearing and batting others away i.e showing a aggressive behaviour towards others we are communicating that we are in a bad mood and not in the right state of mind to communicate normally.
Verbal communication:
Vocabulary: It is important to select what words we choose to say to service users carefully as using the right selection of words in the right order can show understanding and that you can relate to the service user and that you care about their well being and best interest and
Page 3 you respect them as an individual . For example by saying ‘Ben would you like to go to bed?’ instead of ‘Ben time for bed’ can make a big difference as the first sentence is a question which shows respect and is up keeping that service user’s dignity to choice and them making a decision. The second sentence is more of an order and could be thought of as demeaning and patronizing to a service user. Without a good variety of vocabulary it could affect the relationship you have with the service user , their dignity and quality of care even.
Linguistic tone: Tone is important in the health and social care setting as the manner in which we speak to distinguish or inflects words and sentences to one and other affects in what the other person’s response or reaction will be. Tone is used to express emotional needs or concerns which can be important when telling someone something difficult, upsetting or stressful such as a patient or service user dying or if their illness is worsening. In this scenario we would use a soft sounding tone in our voice to show compassion and understanding. If we were worried about a service user putting themselves at risk to harm or danger we would use an abrupt tone to voice concern. Tone itself is a way to communicate how we are feeling, as our emotion is in the voice that we speak therefore implies others if we are happy, sad, scared worried etc. In the health and social care setting to be professional use should think carefully about what tone you use to communicate to service users as this can strengthen or weaken your bond you have with a service user which can affect their quality of care.
Pitch: is the volume between quiet and loud in what we speak to one and other , if we wanted to reserve a service users dignity or confidentiality we would use a quieter pitch of voice as this may stop others from hearing and gives the service user privacy and stop them from feeling uncomfortable or embarrassed or even ashamed. If we spoke in a louder pitch of voice this is to voice alarm or concern that we may have for a service user, for example if a service user was attacking others then speaking in a louder voice would likely get the service user to stop and get their attention.
Q6) Identify the barriers to communication?: There are many barriers that can affect communication between a service user and a service provider. Some barriers can be impairments such as cerebral palsy where the person understands what the other person is saying but they struggle to verbally make a response. Another impairment that could worsen communication between a service provider and service user is dementia which is common in the elderly. The person may not be capable to understand conversation and the short term memory loss that comes from the dementia means the person forgets easily what has just been said to them which can become confusing from both sides of the conversation. However there are other factors to communication barriers such as attitude, are you showing that you are genuinely interested in what the individual needs to say. Body language and the expression in your voice will usually convey your attitude. Environment is another important factor as well because if the environment is packed, noisy and at uncomfortable temperature ( either too hot or freezing) or unfamiliar to the service user then this affects communication as the person may feel they cannot openly speak or may be distracted by the inconveniences. Another thing to remember is time , is it the right time to speak to the service user for example it would be unsuitable and even un appropriate to tell a service user something that was considered as a delicate matter which could upset or concern them first thing in the morning or very late at night when they may be tired or just not in the right frame of mind to take in important information or news. Lastly always think of how the service user may feel when having to deal with sensitive topics and always bear in mind what their reaction may be.
Q7)Describe ways to reduce each of the barriers to communication you identified? Give an example of how you have communicated effectively with a client who has a communication barrier: when communicating to a service user which may have cerebral palsy give the person time to make a response and try to become use to the persons pattern of speech and sounds. To improve the quality of speech you can seek advice from a speech and language therapist for tips of getting past the communication barrier. If a service user had dementia then speak clearly and repeat information which should be short and simple. Also be patient as it make take time for the person to process what is being said to them.
When it comes to attitudes and not giving the wrong impression of one remember body language - don’t cross your arms or legs or stand at an angle as this conveys that you are not interested, posture – stand or sit tall no slumping!, and tone of voice – use a positive tone of expression, as doing these three things the right way shows a happier ,more welcoming attitude to communicate.
When it comes to environment, pick a quiet calm, tranquil place to discuss delicate matters as this will make the service user more at ease to speak and communicate more openly. This also reserves the service user dignity and gives them privacy which is in their best interest.
Choosing the right time to tell a service user something that may be upsetting or difficult be reasonable, mid morning to early afternoon is better to talk about information as it is likely that the person will be more awake and vigilant to taking in important information and dealing with sensitive matters.
In addition to picking the right time of discussing important matters consider their feelings and reaction to the matter and always respect their dignity and give them privacy at suitable times.
Q8) Describe the ways to check that communication has been understood?
You can tell if an individual has understood what you have just said by just making direct eye contact to the person as a person eyes shows their true expression whether they have understood what has been said and formulated a opinion whether it be a response of confusion, anger, upset or happy. Another way you can find out if an individual understands is the verbal response they make back whether it makes sense or is relevant to what has been said. If the individual doesn’t verbally communicate then they may respond by sign language or brail or even flash cards and even that form of communication should make sense to what has been communicated to them. Like expression in the eyes, facial expression also can show understanding or misunderstanding , as our faces also show expression just by the shape of our eyebrows or shape of mouths for example if our mouth is up turned and trembling this indicates we are sad or upset or if we’re grinding our teeth together and our mouths shape is a straight line this implies we are angered or agitated.
So to recap you can understand that communication has been understand by:
Expression in the eyes
Facial expression
Form of response
Q9) Identify sources of information to enable more effective communication?
There are many services that can provide easier ways of communicating between individuals for example if its a language barrier then there is translation services; interpreting services ; speech and language services and advocacy services which can be the voice of an individual who may struggle to communicate verbally or speak a different language or may have an impairment or learning difficulty and make the communication between both parties easier to come to a solution or positive outcome or to pass on information.
Q10) Explain sources of support or services to enable more effective communication? Explain the role of each service and when and how to access them in your work setting? Include:
Translator
Interpreter
Speech and language therapist
Advocate
A translator is someone who converts one language to another professionally and acts as a third party between the two people communicating, a translator never takes sides between the two parties and is solely there to enable effective communication. If in need of an translator then refer to your manager in your work setting to arrange one to come in and work with you and the individual.
An interpreter is someone who enables effective communication by understanding a individual and decodes the information to the other party so they can understand it from their perspective, the interpreter also reads between the lines so all of the information can clearly be passed on accurately to the second party, in a health care setting refer to your manager to bring a interpreter if needed.
A speech and language therapist is someone who enables effective communication through teaching the individual how to speak and pronounce language correctly and better, improving their speech so it is easier to communicate. For a speech and language therapist you can refer to your manager who can contact a therapist to visit your workplace. There are also centres where you can have sessions to improve your speech.
An advocate is someone who can express your wishes or concerns to the other party by speaking or communicating for you.In some work settings such as hospitals for example they may have their own advocate who works on site helping and assisting patients or residents with anything their not happy with or entitled to.
However if there is no advocate on site in your work place refer to your manger to have one come in and discuss the issue that needs to be dealt with.
Q11) Define the term confidentiality ?:
Confidentiality is making sure the person is safe; reserving the privacy and dignity of person and that it is up kept within the framework of their care. Protecting sensitive information of individual from others. Also knowing what information can be shared and who to. Lastly and most importantly confidentiality is respecting choices and decisions made by the person in care.
Q12) Describe the ways to maintain confidentiality in day to day communication in your work setting?
In some health and social care settings if you work in an environment where the service users live there then information should be kept in an office. However if for example you are a support worker who visits service users in their own environment then the information should remain in the service user’s home as the information would be the privacy of their own
home.
There are also many ways to secure confidential information such as locking written records in a cabinet or office where you need a pass to enter the office or a key to open the cabinet. Also remember to use passwords for electronic information as this will stop intruders from accessing information.
When sharing information verbally discuss it somewhere private as this stops others from overhearing something which may be confidential.
Make sure what you write in an individuals records is true, proof based and is respectful and doesn’t degrade their dignity.
Always check that the information you disclose over phone and email is the person’s correct number and email address so you are sending the information to the write person.
Double check any contact details
When sending information through the post mark it as private and confidential .
Q13) Describe situations where information normally considered to be confidential might need to be shared with agreed others? How is this done in your work setting? In most cases information is kept confidential and private however in a health and care setting, care assistants and nurses have a duty of care which is that you always act in the person’s best interest. So if you were told something from a patient/ resident and it was putting them or others at risk to harm then you should immediately tell the nurse in charge who will then deal with it from there.
Q14) Explain how and when to seek advice about confidentiality in your work setting? The best person to discuss confidentiality is with the manager as their the person who knows how the place is run and all the procedures and rights you have as an individual. The manger can also inform the nurse on what stays confidential as not all information which may be personal should be passed on to staff if it is against your wishes. To seek information about confidentiality in your work place speak to the manger.
Q1) Identify the different reasons why people communicate?
There are many reasons why people communicate, one reason why people communicate is to greet one and other and by greeting someone we are showing we take interest to who that person is and prompting them to further conversation and interaction and welcoming them into our lives. Another reason to why we communicate is to express our needs and desires, as in order for our needs to be satisfied we have to communicate to get what we need or want so that we can be comfortable and not in pain or agony or stressed or hungry or tired. Social interaction is another main reason why we …show more content…
communicate as human beings we feel the need to be shown interest , love and attention, by taking the time to interact with someone we are showing that we care about that person’s wellbeing, interest and desires. Self expression is another reason why we communicate, we communicate to define ourselves as individuals and what our cultures, moral values , religious beliefs may be. There are many incentives to why we communicate, other bases on why we communicate may be to alert others, to delegate tasks such as orders and instructions ; to find out information that will help us learn and find out information that will put our minds at ease.
Q2) Explain how effective communication affects all aspects of working in adult social care settings?
When working in an adult social care setting effective communication is vital as it can show understanding and the fact that you can relate to your service users and how they’re feeling and what they may be thinking which helps build a better relationship , a bond and trust to confined to that staff member which can potentially prevent a hazard from occurring or stop that service user from being in danger. Effective communication can also better a service user well being as because they have the bond to talk through effective communication, they can open up more about what is on their mind or if they’re in pain or agony or have any needs which need to be satisfied. Effective communication helps deliver a better duty of care to service users without it care assistants, carers and nurses wouldn’t be doing their job properly.
Q3) Explain why it is important to observe individuals reactions when communicating with them?
It is very important to observe an individuals reaction when communicating as often the what the service user may say in response may not reflect what they are actually thinking or feeling. It is important to be able to read body language and make direct eye contact as this may help to revive the situation a service user may be in without directly asking them out right if they are alright or if they are okay with what you just said. By observing the individuals reaction after communication and being able to read their true expression this helps you to understand them better and hopefully deliver a better duty of care to that individual.
Q4) Explain why it is important to find out an individual’s communication and language needs, wishes and preferences?
It is important to know your service user as an individual as everyone in the health and social care setting has different needs, wishes and preferences when it comes to communicating and as a individual we are all different. For
Page 2 unit 201 example you may be working with someone who is deaf and therefore speaking is no use but sign language is an alternative form of communication which works from both parties. Or you could be working with someone who is blind and cannot see therefore brail is the best form of communication in order to deliver the service user a better duty of care.
Q5 Describe a range of communication methods both verbal and non verbal?
Non-verbal communication:
Eye contact: eye contact is important when it comes to communication as often our expression in our eyes indicates what we really are thinking and feeling, your eyes can show your true emotion , in return you can also read your service user and show feeling back to a service user such as sympathy ,warmth and understanding through eye contact or concern without even speaking.
Touch: you can communicate through touch, by just patting some one on the shoulder or shaking their hands or giving them a hug ,this shows that you care about them and take an interest to their well being. Also when delievering bad news to a service user by using the non verbal communication of touch your showing sympathy and feeling which can be more meaningful then just words.
Physical gestures: could be anything from making the service user a cup of tea to bringing them their favourite paper or magazine to read or soft toy to cuddle and hold or offering them a chocolate. Physical gestures bring comfort and pleasure to a service user and also shows you take an interest to satisfying their needs and desires.
Body Language: is very important when it comes to communicating from both the service provider and service user. Body language also shows how we are feeling through just our posture or stance. For example if we are yawning slumped in a chair , with our arms folded and legs crossed this may show we are not interested in our service users which can make a service user feel unimportant and can make them feel as if they don’t want to communicate with us. Body language can indicate the mood we are in and how we feel towards others.
Behaviour : Our behaviour is a form of communication as if we are laughing and smiling and chatting happily to others then this is showing others that we are in a good mood , and easy to chat and approach to and give reasonable , open minded responses. If we are shouting , swearing and batting others away i.e showing a aggressive behaviour towards others we are communicating that we are in a bad mood and not in the right state of mind to communicate normally.
Verbal communication:
Vocabulary: It is important to select what words we choose to say to service users carefully as using the right selection of words in the right order can show understanding and that you can relate to the service user and that you care about their well being and best interest and
Page 3 you respect them as an individual . For example by saying ‘Ben would you like to go to bed?’ instead of ‘Ben time for bed’ can make a big difference as the first sentence is a question which shows respect and is up keeping that service user’s dignity to choice and them making a decision. The second sentence is more of an order and could be thought of as demeaning and patronizing to a service user. Without a good variety of vocabulary it could affect the relationship you have with the service user , their dignity and quality of care even.
Linguistic tone: Tone is important in the health and social care setting as the manner in which we speak to distinguish or inflects words and sentences to one and other affects in what the other person’s response or reaction will be. Tone is used to express emotional needs or concerns which can be important when telling someone something difficult, upsetting or stressful such as a patient or service user dying or if their illness is worsening. In this scenario we would use a soft sounding tone in our voice to show compassion and understanding. If we were worried about a service user putting themselves at risk to harm or danger we would use an abrupt tone to voice concern. Tone itself is a way to communicate how we are feeling, as our emotion is in the voice that we speak therefore implies others if we are happy, sad, scared worried etc. In the health and social care setting to be professional use should think carefully about what tone you use to communicate to service users as this can strengthen or weaken your bond you have with a service user which can affect their quality of care.
Pitch: is the volume between quiet and loud in what we speak to one and other , if we wanted to reserve a service users dignity or confidentiality we would use a quieter pitch of voice as this may stop others from hearing and gives the service user privacy and stop them from feeling uncomfortable or embarrassed or even ashamed. If we spoke in a louder pitch of voice this is to voice alarm or concern that we may have for a service user, for example if a service user was attacking others then speaking in a louder voice would likely get the service user to stop and get their attention.
Q6) Identify the barriers to communication?: There are many barriers that can affect communication between a service user and a service provider. Some barriers can be impairments such as cerebral palsy where the person understands what the other person is saying but they struggle to verbally make a response. Another impairment that could worsen communication between a service provider and service user is dementia which is common in the elderly. The person may not be capable to understand conversation and the short term memory loss that comes from the dementia means the person forgets easily what has just been said to them which can become confusing from both sides of the conversation. However there are other factors to communication barriers such as attitude, are you showing that you are genuinely interested in what the individual needs to say. Body language and the expression in your voice will usually convey your attitude. Environment is another important factor as well because if the environment is packed, noisy and at uncomfortable temperature ( either too hot or freezing) or unfamiliar to the service user then this affects communication as the person may feel they cannot openly speak or may be distracted by the inconveniences. Another thing to remember is time , is it the right time to speak to the service user for example it would be unsuitable and even un appropriate to tell a service user something that was considered as a delicate matter which could upset or concern them first thing in the morning or very late at night when they may be tired or just not in the right frame of mind to take in important information or news. Lastly always think of how the service user may feel when having to deal with sensitive topics and always bear in mind what their reaction may be.
Q7)Describe ways to reduce each of the barriers to communication you identified? Give an example of how you have communicated effectively with a client who has a communication barrier: when communicating to a service user which may have cerebral palsy give the person time to make a response and try to become use to the persons pattern of speech and sounds. To improve the quality of speech you can seek advice from a speech and language therapist for tips of getting past the communication barrier. If a service user had dementia then speak clearly and repeat information which should be short and simple. Also be patient as it make take time for the person to process what is being said to them.
When it comes to attitudes and not giving the wrong impression of one remember body language - don’t cross your arms or legs or stand at an angle as this conveys that you are not interested, posture – stand or sit tall no slumping!, and tone of voice – use a positive tone of expression, as doing these three things the right way shows a happier ,more welcoming attitude to communicate.
When it comes to environment, pick a quiet calm, tranquil place to discuss delicate matters as this will make the service user more at ease to speak and communicate more openly. This also reserves the service user dignity and gives them privacy which is in their best interest.
Choosing the right time to tell a service user something that may be upsetting or difficult be reasonable, mid morning to early afternoon is better to talk about information as it is likely that the person will be more awake and vigilant to taking in important information and dealing with sensitive matters.
In addition to picking the right time of discussing important matters consider their feelings and reaction to the matter and always respect their dignity and give them privacy at suitable times.
Q8) Describe the ways to check that communication has been understood?
You can tell if an individual has understood what you have just said by just making direct eye contact to the person as a person eyes shows their true expression whether they have understood what has been said and formulated a opinion whether it be a response of confusion, anger, upset or happy. Another way you can find out if an individual understands is the verbal response they make back whether it makes sense or is relevant to what has been said. If the individual doesn’t verbally communicate then they may respond by sign language or brail or even flash cards and even that form of communication should make sense to what has been communicated to them. Like expression in the eyes, facial expression also can show understanding or misunderstanding , as our faces also show expression just by the shape of our eyebrows or shape of mouths for example if our mouth is up turned and trembling this indicates we are sad or upset or if we’re grinding our teeth together and our mouths shape is a straight line this implies we are angered or agitated.
So to recap you can understand that communication has been understand by:
Expression in the eyes
Facial expression
Form of response
Q9) Identify sources of information to enable more effective communication?
There are many services that can provide easier ways of communicating between individuals for example if its a language barrier then there is translation services; interpreting services ; speech and language services and advocacy services which can be the voice of an individual who may struggle to communicate verbally or speak a different language or may have an impairment or learning difficulty and make the communication between both parties easier to come to a solution or positive outcome or to pass on information.
Q10) Explain sources of support or services to enable more effective communication? Explain the role of each service and when and how to access them in your work setting? Include:
Translator
Interpreter
Speech and language therapist
Advocate
A translator is someone who converts one language to another professionally and acts as a third party between the two people communicating, a translator never takes sides between the two parties and is solely there to enable effective communication. If in need of an translator then refer to your manager in your work setting to arrange one to come in and work with you and the individual.
An interpreter is someone who enables effective communication by understanding a individual and decodes the information to the other party so they can understand it from their perspective, the interpreter also reads between the lines so all of the information can clearly be passed on accurately to the second party, in a health care setting refer to your manager to bring a interpreter if needed.
A speech and language therapist is someone who enables effective communication through teaching the individual how to speak and pronounce language correctly and better, improving their speech so it is easier to communicate. For a speech and language therapist you can refer to your manager who can contact a therapist to visit your workplace. There are also centres where you can have sessions to improve your speech.
An advocate is someone who can express your wishes or concerns to the other party by speaking or communicating for you.In some work settings such as hospitals for example they may have their own advocate who works on site helping and assisting patients or residents with anything their not happy with or entitled to.
However if there is no advocate on site in your work place refer to your manger to have one come in and discuss the issue that needs to be dealt with.
Q11) Define the term confidentiality ?:
Confidentiality is making sure the person is safe; reserving the privacy and dignity of person and that it is up kept within the framework of their care. Protecting sensitive information of individual from others. Also knowing what information can be shared and who to. Lastly and most importantly confidentiality is respecting choices and decisions made by the person in care.
Q12) Describe the ways to maintain confidentiality in day to day communication in your work setting?
In some health and social care settings if you work in an environment where the service users live there then information should be kept in an office. However if for example you are a support worker who visits service users in their own environment then the information should remain in the service user’s home as the information would be the privacy of their own
home.
There are also many ways to secure confidential information such as locking written records in a cabinet or office where you need a pass to enter the office or a key to open the cabinet. Also remember to use passwords for electronic information as this will stop intruders from accessing information.
When sharing information verbally discuss it somewhere private as this stops others from overhearing something which may be confidential.
Make sure what you write in an individuals records is true, proof based and is respectful and doesn’t degrade their dignity.
Always check that the information you disclose over phone and email is the person’s correct number and email address so you are sending the information to the write person.
Double check any contact details
When sending information through the post mark it as private and confidential .
Q13) Describe situations where information normally considered to be confidential might need to be shared with agreed others? How is this done in your work setting? In most cases information is kept confidential and private however in a health and care setting, care assistants and nurses have a duty of care which is that you always act in the person’s best interest. So if you were told something from a patient/ resident and it was putting them or others at risk to harm then you should immediately tell the nurse in charge who will then deal with it from there.
Q14) Explain how and when to seek advice about confidentiality in your work setting? The best person to discuss confidentiality is with the manager as their the person who knows how the place is run and all the procedures and rights you have as an individual. The manger can also inform the nurse on what stays confidential as not all information which may be personal should be passed on to staff if it is against your wishes. To seek information about confidentiality in your work place speak to the manger.