1. Understand why effective communication Important in adult social care settings 1.1 Identify the different reasons people communicate Communication is a main part of everyday life for most people and its particularly important when you work in health and social care. We need to understand why communication is involve, different reasons for communication and the way communication affects at work. Communication means making contact with each other’s and being understood. Here are some different reasons why people communicate:- * Share thoughts and ideas * Make and develop relationships * Give and receive information * Express needs and feelings * Affirm one another1.2 Explain how communication affects relationships in an adult social care settings To communication well is the ability of key skill that enables us to work effectively with others which includes service users, relatives and visitors. The communication technique is as much about listening and receiving messages as it is about talking and giving messages.
As a part of carer we need to be skilled in both aspects. Service users and their relatives need to be able to trust us and have confidence in our ability to support and care of them. As a care worker will use communication effectively as part of our work role if we, * Get the other person’s attention before we are going to start communicate with them. * Communicate directly and clearly, using positive body language and good eye contact so that we can get our message transversely. * Give them enough time to understand what we are going to talk about. * Get used to the way we communicate to a service user’s needs so that they are able to understand us. * Listen carefully when service users communicate with us and respond quickly in appropriate way. * Use empathy to try and understand the other person’s needs, point of view or how they might affected by what we are saying to them. * Use our own non-verbal communication skills efficiently.
* To show other person’s respect by using their preferred names and be aware of that they always be consult about anything that affects to them. * Give the respect of confidentiality by communicating personal, sensitive or private information about individuals in an appropriate, private area of the care setting. * Adapt our communication skills to meet the needs of service user’s hearing or visual impairments or whose first language is not English.During our work with service users will be specific situations where good communication skills are particularly necessary. Some of these are like to provide support, build team work, establish new relationships and share information.| 2. Understand how to meet the communication and language need, wishes and preferences of an individual| 2.1 Compare ways to establish the communication and language need, wishes and preferences of an individual When we meet an individual for the first time, it is important to establish how we will communicate and how they, and us, would like to be addressed. A good way to start is to introduce ourselves and explain why we are there using a few simple words.
If the service user clearly has use of their hands, we might also offer a handshake greetings, ask the service user what they would like us to call them, adopting our communication style for the individual, does the service user needs an interpreter or family member to be present, do we need to write down questions, for the individual to understand better, facial expressions, body language, gestures, eye to eye contact etc. This will make them feel valued and respected and in control of what happens to them. Also by going through the care plan it gives a clearer picture and idea on how to communicate with a particular individual.| | 2.2 Describe the factors to consider when promoting effective communication The factors to consider when promoting effective communication are verbal, non-verbal and body language, there are five senses or communicate and receive information which one visual, auditory, olfactory, kinaesthetic, gustatory, verbal communication are vocabulary, words and different language, tone of voice, pitch like high and low, non-verbal communications are eye contact, sings, symbols or pictures, writing, using object, touch, physical gestates, body language and emotions, lip reading etc.
2.3 Describe a range of communication methods and styles to meet individual’s needs Communication is about making contact with others and being understood. We all communicate continuously, involving a two-way process of sending and receiving messages. These messages can be: 1. Verbal communication, using spoken or written words * Vocabulary * Tone of voice * Pitch of voice 2. Non-verbal communication, using body language such as gestures, eye-contact and touch. * Body language, Touch * Eye contract, Facial Expression * Posture, Gestures and touch * Behaviour and visual aids e.g. flash cards, pictures, symbols| | 2.4 Explain why it is important to respond to an individual’s reactions when communicating It is very important to respond appropriately when communicating with service user and these are some qualities will help us respond appropriately to communication with others, cue * Awareness of how our communication is being received. Look for non-verbal signs that indicate the recipient’s interest and understanding and equally those that indicate misunderstanding or boredom.
* Sensitivity to tune in to our recipient’s emotional responses to our words. * Flexibility to change the way we say something in order to clarify your meaning and increase understanding.| 3. Understand how to overcome barriers to communication.| 3.1 Explain how individuals from different backgrounds may use communication methods in different ways This is one of the barriers to effective communication, culture or background differences is an hindrance to effective communication which makes communication to be interpret in different ways, in which case depending on the barrier if identify, we find the best way and methods to communicate effectively, For instance It can be difficult to communicate with a person who does not speak English, in such cases the use of picture boards, actions or an interpreter so as to communicate appropriately. * Cultural DifferencesCommonly used gestures can sometimes have different meanings in other cultures.
Familiarize oneself with the cultures of those you are caring for so you are able to treat them with respect. In some cultures, men and women are not allowed to speak to each other if they are not known to each other and this could present difficulties when trying to provide care and support. A female may not want a male career and a male may not want a female career.| | 3.2 Different kinds of barriers to effective communicationHere are some of the different barriers to consider: 1. Sensory impairment (for example, deafness, blindness or both) 2. Culture (for example, speaking different languages or poor English) 3. Religion (for example, men not permitted to support females with personal care) 4. Health issues (for example, mental ill health like Dementia) 5. Background noise (for example, radio, television, other people, machines) 6. Emotions (for example, difficulty in being able to listen to others) 7. Stress (for example, failing to recognise what is happening)
8. Strong accents (for example, from a different part of England that you find difficult 9. to understand) 10. Specialist communication techniques (for example, sign language is used) 11. Prejudice (for example, allowing your beliefs to pre judge a situation)| | 3.3 Ways of overcoming barriers to communicationThe important thing is to identify where there is a barrier, then you can work out how best to overcome it. A communication strategy should be implemented for each individual to support them and the people working with them. These are some of the barriers you might come across and strategies for reducing them: * Hearing LossHearing loss is an invisible disability, so it can become a big communication barrier. Hearing impaired people have to concentrate very hard to pick up information in stages and written information. Aids that can help these people are hearing aids, sign language, lip reading, loop systems, interpreters.
It is important to limit background noise to avoid distraction. You should always make sure they can see you clearly and particularly your face as they may be able to lip read. They may also use sign language which you may need to consider learning if you will be working together regularly. * Loss of SightThis can make a person extremely disorientated if they are in a strange place or they lose their glasses. When supporting a person who is blind or has limited visibility, verbal communication increases in importance. Always ensure the individual can hear you clearly. It may be appropriate to use touch to reassure them of your presence. You might need to explain things in more detail because they are unable to see your expressions and body language. * Language Barriers and AccentsIt can be difficult to communicate with a person who does not speak English, you may need to use picture boards, actions or an interpreter so you can communicate appropriately.
* Dementia and ConfusionWhen supporting someone with Dementia be aware that even basic forms of communication may be difficult for them to understand and interpret. Use short sentences. Use names rather than he or she. Avoid open ended questions. Use closed questions, for example, rather than say “what would you like?” say “would you like this or that?” * DysphasicThese individuals have usually had a stroke and may get very frustrated when trying to communicate. A speech therapist may be involved with their support and may be able to suggest ways of making things easier. * Physical DisabilitiesIndividuals may have had accidents which have changed their abilities. Some people will have previously had no disabilities and others will have always had disabilities. Some people with physical disabilities may have difficulty speaking, for example, people who may have had strokes or conditions like cerebral palsy. Others with physical disabilities may be able to communicate perfectly well in speech. You should never make judgments about individual’s capabilities in any way and don’t forget everyone is different.
3.4 Strategies that can be used to clarify misunderstandings.It is easy to assume that everything is ok and that people are happy if they do not challenge or question what is happening but this may well be because they have not heard or understood what is happening or they simply do not want to make a fuss.Sometimes a simple “thumbs up” will help to check everything is ok.By paraphrasing what is the individual as said to you or by repeating what you thing they saying. 3.5 Extra support or services to enable individuals to communicate effectivelyThere are lots of different types of support and services that can help one and the individuals you support to improve your communication skills. Some of these services are: * Translators * Interpreters, sign language and lip speakers * Speech and language specialists * Advocacy services 4. Understand principles and practices relating to confidentiality
4.1 Explain the meaning of the term “confidentiality”It means keeping information given by or about an individual in the course of a professional relationship secure and secret from others. This confidentiality is seen as central to the maintenance of trust between professional and service-user.Confidentiality is a set of rules or a promise that limits access or places restrictions on certain types of information.Confidentiality is a part of the information security triad of “Confidentiality, Integrity and Availability.” Information possesses confidentiality when it is accessible only to those who are authorized to access it. Conversely, information lacks confidentiality to the extent that it is available or disclosed to unauthorized persons or processes.| | 4.2 Describe ways to maintain confidentiality in day to day communicationThere are some ways you can avoid breaching confidentiality: * Do not leave personal information on individuals you support, like medical records, care / support plans or risk assessments, family contact details etc. unattended in an office working environment. Records should be locked safely away or kept in a safe, easy to access place in an individual’s room or home.
* Do not leave computers on or allow other people to use your passwords. * Do not conduct conversations (including telephone conversations) about the Individuals you support or any aspect of your work, in a public place or anywhere you can be overheard. * Do not disclose information to anyone unless you are sure that they have a right to see the information. Always check with you supervisor / manager if you are unsure. * Do not name the individuals you work with in front of other people during training sessions when talking about examples. * Do not leave personal records or information unattended in public places. 4.3 Describe the potential tension between maintaining an individual’s confidentiality and disclosing concerns to agreed others
There are some client of confidentiality in which rules of confidentiality do not apply with potential tensions includes breaching a confidence of individuals, not respecting the individual’s right to privacy, putting the rights of other before those of the individual, a service user/individuals has marks or bruises which we suspect may have been caused by a family member or other member of staff but the service user/individuals asks us not to say anything. Agreed other may encode colleagues, social worker, occupant and therapist, GP, speech and language therapist, etc. are allowed to know about individuals, we may have to breach confidentiality if an individual tells us something that puts them, us or someone else at the risk of harm. There are other situations whether information can be shared, if it is requested for a court case, or if there is a threat to the public facility or the police have requested information relating to a criminal investigation.
4.4 Explain how and when to seek advice about confidentialityWe can seek more advice about confidentiality by following the organization’s confidentiality policy, speaking with our manager/supervisor, if we work for a large employer, we may have a human resources team/specialist, trainer can give us advice, when to seek advice about confidentiality information needs to be respected with agreed person such as GP, speech therapist family member who needs to know etc. by clarification is needed for it.