1. Understand why effective communication is important in the work setting.
1.1 Identify the different reasons people communicate.
We communicate all the time to greet others and socialise, to express our needs/feelings and or concerns, to share our ideas, to pass on information, to reassure others, to build relationships with others, to ask questions, to share our experiences. Communication can be professional or personal. It is important in social work environments that information is recorded so that if it needs to recalled later on for legal reasons it can be. All communications are confidential and a “need to know” basis. Communication between colleagues is essential so that the service user is having the same care and needs by all members of their care team.
1.2 Explain how communication affects relationships in the work settings.
Communication in the work environment with colleagues, service users, family members, Other organisations regarding the service user. Promotes trust, helps understand the individual’s needs. Communication is used to inform others of the care and wellbeing of the service user without communication I would not know what the service user wants and needs, feelings and wellbeing. Communication can prevent or resolve conflict and prevent misunderstanding.
2 Be able to meet the communication and language needs and wishes and preferences of Individuals
2.1 Demonstrate how to establish the communication and language needs, wishes and preferences of individuals.
I can establish a service user’s preferred method of communication by: asking the service user, reading their care plan, ask family members and friends, ask colleagues. As I care for the service user I will be making observations and asking questions and I can share my experiences with colleagues and record them in the service users care plan. The service users’ needs should reflect their: culture, beliefs, religion and their preferences according to their needs.
2.2 Describe the factors to consider when promoting effective communication.
Factors to consider when communicating could be:
* Is the environment adequate for the communication (well lit, quiet, confidential etc?)
* The service user has the abilities to understand (dementia, mental health, learning disability)
* Adapting your communication for the individual (speak louder, use hand gestures talk slower and clear etc.)
* Does the person need an interpreter or family member to be present?
* How is the person going to respond to the communication?
* Are you invading the individuals personal space
* Do you need to write down questions, for the individual to understand better
* Are you sure of the facts, that you are communicating
2.3 Demonstrate a range of communication methods and styles to meet individual needs…. Service users can have difficulty in their communication these can be: Hearing loss: Hearing impaired people have to concentrate very hard to pick up information. Hearing aids, sign language, lip reading, flash cards, written information and speaking clearly and slowly can help the service user with communication. Loss of sight: Can make a service user disoriented if in a strange place or even time to time in their own home. Spoken communication is increased importance to people with this disability. Trying to keep things in the same place is also important so that the service user can find things when they are on their own and for their independent. Gender differences: Female service users may not want a male carer.
Dementia/confusion: A service user with dementia can find even the easiest day to day tasks hard simple clear instructions are required. Dysphasic: service user who have had a stroke may have dysphasic which can make commination very frustrating for them. Cultural differences: some gestures can have different meaning in different cultures. It is best to familiarise yourself with their culture so that you are able to treat them with respect. Communication and Autism: people with autism have difficulties with both verbal and non-verbal language, and think people mean what they say. They can also find facial expressions, tone of voice, jokes, sarcasm and common phases and sayings difficult to understand.
2.4 Demonstrate how to respond to an individual’s reactions when communicating. Verbal responses e.g. tone, pitch, silence non-verbal responses e.g. body language, facial expressions, eye contact, gestures, touch
3. Be able to overcome barriers to communication.
3.1 Explain how people from different backgrounds may and/or interpret communication methods in different ways.
We live in society where there is many cultures and communication can be different in these cultures and the same sayings can have different meanings to our own. For example if we use slag the service user may not understand and what is acceptable in our culture may be an insult to another. In some cultures it is unacceptable for a woman to speak unless spoken to. As a social care worker you have to inform yourself of the different cultures of the service user you work with.
3.2 Identify barriers to effective communication.
*Their understanding/language differences
*Environment is to loud/noisy
*Environment is to cold/hot
*Environment is to bright/poorly light
*Chairs are to far apart/to close
3.3 Demonstrate ways to overcome barriers to communication.
*Adapt communication for the service user’s medical needs
*Explain things in simple language in a clear slow voice consider using images if appropriate
*Offer the service users glasses or hearing aids if they have them
*Maintain a professional friendly approach
*Adjust the noise/ light level, room temperature
*Move chairs closer or further apart
*Do not make assumptions about beliefs, values and culture
3.4 Demonstrate strategies that can be used to clarify misunderstandings.
To prevent misunderstandings when communitacting speak slowly and clearly, repeat yourself if nessersarly, write things down. If you are communicating about a passing on bad news then it is best to have someone with you this acts as support for yourself and the severcie user and a witness. When communicationg with a service user with dementia repeat youeself and ans them if they have understood you prompt them verbaly to remind the service user of the content of your communication.
3.5 Explain how to access extra support or services to enable individuals to communicate effectively.
*Local authority – social worker
*Family and friends
4 Be able to apply principles and practices relating to confidentiality.
4.1 Explain the meaning of the term confidentiality.
Confidentiality is a set of rules or a promise that limits access or places restrictions on certain types of information.
4.2 Demonstrate ways to maintain confidentiality in day to day communication.
When a service user is new to the service they will be explained the confidentiality policy after this has been explained to them if you need to share their information about them or something they have told you, you have to ask for their consent to share this with other members of the health and care team.
4.3 Describe the potential tension between maintaining an individual’s confidentiality and disclosing concerns. Confidential information disclosed by a service user may have to be passed on to others, if there is a risk of danger or harm to them or others, if abuse is suspected, or if there is suspected misconduct of a colleague in respect of the service user (whistle-blowing). You must inform and explain to the service user why the information they have told you needs to passed on to others and that it is your responsibility to do so and that it is part of the company’s policies and code of practice. This may cause tension in the relationship between you and the service user may lose trust in you and be upset that you have passed on the information.