People communicate, basically, to express themselves, feelings, opinions, wishes, needs. In care environment a particularly good communication within the staff is essential to give a good standard of service and at the same time the communication between the staff and the service users shows dignity and respect. Communication is also important to avoid conflicts and misunderstands in what to do and how to do it.
Explain how communication affects relationships in the work setting. (1.2)
A better communication means a higher quality work. Listening to the service users and talking clearly to them is sign of respect and confidence. Even in the clothes choice communication is important as I can show respect towards the resident’s wishes. All aspect of my work is based in our communication skill, that does not only mean speak correctly, but speak and listen to what is behind simple words. Hand overs are the mainly tool to pass important information on throughout the staff what permits us to know what is going on.
When promoting effective communication, what factors must you consider? (2.2
Tone of the voice. A louder more direct communication maybe required if trying to get the attention of the service user. The communication has to be clear and effective.
The speed in which we talk is also important. When talking to people with deafness for example words have to be well articulated in a slower pace. This way they are more likely to understand me.
Facial and hand gestures, again this needs to be tailored to the situation or topic.
Eye contact is an important factor as this calls the attention, keeping the listener focused on what we are discussing. By making eye contact we are directing our conversation at that specific person.
Body language plays an important part, for example folded arms can indicate we are being defensive or not open to suggestions, whereas slouching, hands on hips, rolling of eyes and huffing can be seem as rude and disrespectful.
Disabilities: Disabilities such as hearing loss, impaired vision, mobility problems or speech impairment can affect the effective communication. Proper communication method should be known and pre-aware of before communicating the people with disability or different health issues.
Environment: Environment is one of the most important factors to consider as well. Ensure the lights, air, temperature, noise, crowd, safe and comfortability in correct measure before establishing effective communication.
Explain how people from different backgrounds may use and/or interpret communication methods in different ways. (3.1)
People from different backgrounds may use/or interpret communication methods in different ways by expressing how they feel, for example Italians are traditionally very verbal when they use speech they use their hands to gesture to make their points. Indian people are quiet and reverent they use gestures like Italians. People who suffer from Dementia also suffer with communication. Good and clear communication skills are essential because confusion has profound effects on communication. Confidence also effects how people from different backgrounds communicate, for example one individual might be quite and reserved and another can be enthusiastic and energetic, this will affect the way each communicates and responds to communication. Confidence can be knocked down in seconds by a thoughtless or unkind response. It is very important to remember the importance of non-verbal communication. For people with Dementia behavior is a form of communication. Non-verbal behaviors, such as agitation, restlessness, and aggression are often an expression of unmet needs (pain, hunger, thirst, toileting needs). Changes in tone, urgency or rapidity of speech can signal unmet needs. Carers should try to interpret the meaning of these behaviors rather than dismissing them as symptoms of Dementia.
Identify barriers to effective communication. (3.2)
1 – Stroke
2 – Dementias
3 – Deafness
4 – Speechless
5 – Language
6 – Dysphasia
How can you access extra support or services to enable individuals to communicate effectively? (3.5)
1 – Hand overs
2 – Care plans
3 – Staff
4 – Family
5 – Friends
6 – GPs
7 – SALT
Explain what confidentiality means. (4.1)
Confidentiality means a careful management of information that is strictly
personal. Personal information such names or dates, medical history or any information that is relevant for the resident. At work we’ve got the Data Acts and Policies that protect the resident’s and everyone’s information.
Describe the potential tension between maintaining an individual’s confidentiality and disclosing concern (4.3)
Cases of abuses are a good example of confidential information that MUST be passed on. It means report them to the right person in the right way to avoid big conflicts and indiscretion. Another example is any medical condition that must be kept safe but at the same time passed on to the competent professional.