1.Identify the different reasons why people communicate (1.1.1)
People communicate in many different ways often to share information, emotions, thoughts and feelings. People also communicate to learn by asking for information and instructions such as how to do a certain task or asking someone for directions. People will often share emotion through communication like how they are feeling at the time or telling them about a recent life event. People communicate about thoughts and suggestions. Communication can be used to share reassurance and to understand and to be understood. People make, build and sustain relationships through communication. People share knowledge and receive knowledge through communication.
2.Explain how communication affects relationships in an adult social care setting (1.1.2)
Communication can build, sustain and effect relationships in an adult social care setting. Communication can develop relationships and build confidence with adults in social care settings. It can be used to give advice, help, information and instructions to help individuals, staff and family members. Communication is used to benefit relationships and maintain safety and consistency.
3.Compare ways to establish the communication and language needs, wishes and preferences of an individual (2.2.1)
Communication can be established specifically for an individual by directly talking with that individual. Receiving clear and correct information from that individual. Information is sometimes available for certain individuals on how to communicate with them. For instance someone who was hard of hearing may want you to communicate slowly and clearly for that individual to be able to lip read what you are saying or by sign language, communication through the hands. Individuals that are in a care setting would have care notes and support plans which would have detailed information on how to communicate with that person.
Communication can be gained by an individual’s body language, people study other people’s body language and can gain information about how that particular individual is feeling, their specific needs and any help that individual may require. Some individuals may not be able to give communication clearly and verbally so may only communicate using their body, stance and posture. You can gain information about an individual’s needs, wishes and preferences through colleagues, key people and people who know the individual best.
4.Describe the factors to consider when promoting effective communication (2.2.2)
Factors to consider when promoting effective communication are dependent on situation, individual and circumstances. When promoting effective communication you should always consider clear, correct and relative communication. Individual circumstances should always be taken into consideration also, am I communicating in the right tone of voice? Am I communicating in a way that the person I’m communicating with will understand? Am I communicating in the correct method? There are many factors to consider when promoting effective communication. Like not communicating in the same way to an adult as you would a child. Communicating in a more simple way so that the certain individual would understand, and not feel that you are communicating in a way that may come across as negative or derogatory. Communicating in a quieter tone of voice if communicating about a personal or sympathetic situation.
5.Describe a range of communication methods and styles to meet individual needs (2.2.3)
Communication methods that can differ depending on individual needs are age. Am I talking to an adult or a child? You would communicate with a child in a different way to what you would an adult. If you spoke to an adult in the same way you did a child then that adult may feel like you are being disrespectful to them. Does the person I’m talking to have specific needs? Do they have learning difficulties? If they did you may have to talk in a slower and clearer manor to help them understand and to make sure they can take on all the information. Are they hard of hearing? Possibly talking louder and slowly? Talking directly to their face so the individual could read your lips, possibly using hands to sign or pointing to relative objects to help communication.
Can the individual communicate verbally at all? If not then you may have to read their body language to gain a certain level of communication. The individual maybe making noise? Does the noise sound happy or distressful? Some individuals who cannot communicate verbally through speaking may make noise to signal to another person if they are upset or happy. If the person was laughing, high pitched or chuckling this would appear that the individual was happy whereas if the individual was making groaning, low and stressful noises this would appear that the individual is unhappy or agitated. Individuals who can’t use talking to communicate may be able to use pictures to communicate. They may be able to use a range of pictures to show emotions, feelings and needs. They may show a picture of food to signal they are hungry or a face to show the emotion or how they are feeling.
6.Explain why it is important to respond to an individual’s reactions when communicating (2.2.4)
It is important to gauge an individual’s reactions at all times when communicating. This can be done by a person’s facial expressions. Does the individual seem shocked, upset or angry to what has been communicated? Does communication need to be done in a softer tone of voice or in a way that is more reassuring to that individual? Is the subject or matter that is being communicated about upsetting or making the individual unhappy? Possibly a change of subject might be more beneficial to the individuals mood or feelings. Does the individual appear confused? This maybe because the correct method of communication is not being used or isn’t in a way that the individual understands. Communication would break down if response wasn’t being met to an individual’s reactions.
If communicating in a certain way kept making an individual upset or angry then that individual would simply stop communicating or become even angrier or upset which would break down relationships and communication. An individual who appeared to be in a low or sad mood may react well to reassurance, sympathy or a compliment. Whereas negative communication would only worsen that individuals mood and again would break down communication and relations. Reaction is key to when we are communicating.
7.Explain how individuals from different backgrounds may use, or interpret communication methods in different ways (3.3.1)
Indivduals from different backgrounds will use many different ways of communicating. An individual from a background of gangs may use slang and hand gestures as a way of communicating. To another individual from the same background this would be fine but for an individual from a entirely different background this may come across as rude and/or abrupt. Individuals may not talk/communicate in the same way to their friends as they would their boss or a work colleague. For example talking to a child you would use simple communication methods. If you were to use simple ways of communication with an adult this may come across as disrespectful and be taken the wrong way. Communicating with a loved one would be understanding, loving and respectful however if you adopted this same communication method with a member of the public or someone that you weren’t familiar with may seem quite odd and strange.
8.Identify barriers to effective communication (3.3.2)
Barriers to effective communication may be the use of jargon, unfamiliar or over complicated terms and emotional barriers. Lack of attention and interest can often be a barrier of communication also. Physical disabilities can also be a barrier when communicating such as hearing problems or speech difficulties. Sometimes language barriers or a difference in accents can pose as a barrier of communication. Expectations can lead to false assumptions or stereotyping which may then become a barrier to communication. Cultural differences can sometimes become a barrier when communicating. Different cultures have many different ways of communicating as do cultures have many varied ways of showing emotions and feelings.
9.Explain how to overcome barriers to communication (3.3.3)
Overcoming barriers in communication requires assessing the barriers that need overcoming. Communication should always be in a clear and easy to understand form. Clear and simple terms should always be promoted when communicating. Use of slang and words that are dependent on an individual’s background should be avoided. Concentration should always be with whom you are communicating with, communication that is not concentrated on can often be confused or misunderstood. Different opinions and views should always be respected when communicating also. Not respecting people’s views an opinions will be a major barrier to communication and one that won’t be overcome until all views are understood and respected.
10.Describe strategies that can be used to clarify misunderstandings (3.3.4)
Misunderstandings can often arise whilst communicating. Sometimes the message needs to be said or prevailed in a different way. Perhaps the tone needs to change, or the messages style. The language you have used may need to be simplified. Maybe a phone conversation has been unsatisfactory in some way, but a face to face meeting would help to establish better communication. It may be necessary to change the situation and or environment. Maybe a noisy environment has caused misunderstanding maybe somewhere quieter would establish better communication. In certain circumstances it is ok to ask if you have been understood, or to relay communication to certify that you have understood the message that is being communicated.
Sometimes when communicating by phone people will ask one and other “Can you hear me ok?” this will often prevent misunderstandings before they occur by establishing that both parties can communicate clearly. Allowing time for communication can also clarify misunderstandings. Much communication is done whilst we are busy or engaging in other things. To make sure communication has been received and understood it should be allowed time and concentration. Sometimes it is important to take responsibility for a misunderstanding and say you are sorry. An apology can help to restore confidence and allow for the relationship to continue building on a firmer foundation.
11.Explain how to access extra support or services to enable individuals to communicate effectively (3.3.5)
Support is available via local authorities and services, such as the NHS and adult social services departments. Help is also available from national charities, such the National Autistic Society for those with autism. These can be accessed by phone or internet. Services such as Makaton are also available; Makaton is a system that uses signs and symbols alongside speech to help people with learning and/or communication difficulties to communicate. Makaton is taught to individuals with learning and/or communication difficulties as an effective way of communication. Speech and language therapists often known as SLT’s can often assess speech and communication difficulties in people of all ages. SLT’s can mainly be accessed through an individual’s GP.
12.Explain the meaning of the term ‘confidentiality’ (4.4.1)
Confidentiality is a requirement to keep personal information private and only share it with people who need to know. Information that is spoken, written and electronically kept about individuals maybe needed to be kept confidential and only shared with certain people.
13.Describe ways to maintain confidentiality in day-to-day communication (4.4.2)
Confidentially can be maintained on a day to day basis by only speaking about certain information with certain people. For example an individual’s information may be spoken with to a GP or family member. Confidentiality can also be maintained by making sure access to electronic information is only accessible by certain people. A way to maintain this is by keeping computer passwords safe and computers locked and only sharing passwords with people who should be allowed to see this information. Sharing confidential information should always be done in a private environment where the information will not be overheard or interrupted. Records such as personal notes, reports and letters should always be kept in a safe locked place and keys should never be left unattended. Confidential matters are generally not talked about over the telephone unless the person can be positively identified. Confidential information should never be left in an answerphone message as this is left in an unsafe way which is easy for the wrong person to hear.
14.Describe the potential tension between maintaining an individual’s confidentiality and disclosing concerns to agreed others (4.4.3)
Sometimes information that is asked to be or normally confidential needs to be shared with others when there is a concern for that persons welfare and/or safety this can cause tension because the information may have been shared trustingly and have been requested not to be shared but it has to be disclosed because there is a risk to that person’s safety.
15.Explain how and when to seek advice about confidentiality (4.4.4)
You can seek advice from your manager about confidentiality. You would do this when you are unsure about anything to do with confidentiality for example if you thought someone was talking to the wrong people about confidential matters that should not be being discussed or weather you were unsure that talking to someone about a certain situation would break an individual’s confidentiality.