Everyone knows the importance of communication these days. In every environment that you, as a person, are working, communication is the best way in trying to make yourself understood or to understand others. Therefore, everyone uses some form of communication methods to send a message across. Without these different methods of communication which are available today, people would not be able to carry out the duties that they need to complete every single day, even we talk about duties at work or at home.
There are many different types of communication and they can be classified like this:
- Verbal communication
- Non-verbal communication
- Written communication
- Visual communication
The Verbal Communication can be said that is the most used method of communication. It is formed by the person who is talking and the person who is listening. In a verbal communication people are using words and sounds and they depend on the tone of the voice, rate of speech, volume of speech, intonation or accent. The way the sounds and words differ can be because of the gender, class, profession, geographical area, age group or other social elements that the individual comes from. Good verbal communication comes from a good explaining of your ideas and from presenting them through the spoken word but also comes from listening carefully to the other people feelings, ideas or just simple words. Everyday life, there are gender differences in communication. For example; men are more likely to initiate an interaction, to talk more but however, men are less likely to disclose personal information; women view the process of communication as a connection to others and use more active listening skills and more encouraging phrases than men do (Langridge 2006, p. 8).
The Non-Verbal Communication is the communication without words and it refers to all body signals including postures, position, eye contact, facial expression, gestures and body language. The non-verbal communication is used more often in trying to explain things used in daily life and it also helps in revealing information about how people around you feel. Understanding this cues you can improve communication. Being aware of our own body language is just as important as understanding the person we are talking to. All the key signals we are looking for into people are also applying to us. An important role in non-verbal communication is played by the gender differences. Women use more facial expressions (they smile more frequently), maintain eye contact and use touch more often. Men prefer a greater interpersonal distance between themselves and others.
Written Communication is used when you need to provide detailed information. It is an innovative activity of the mind and is more unique and formal. Effective writing involves careful choice of words. Writing is more valid and reliable but is causing delay and takes time as feedback is not immediate. Written communication can be send as important files and it can become an e-mail, a letter, a book, magazine and it can be send by email, post or via other media. Written communication has his symbolic forms. It reports on what writing is, how writing is done and what writing does to the people, consistently bringing new theoretical concepts and new ways of understanding how writing is practiced in schools, workplaces and communities. The written communication needs to have a good structure so it can be expressed more clearly, the style has to be easy to be understandable using language with precision by taking notes or editing and summarising and the content has to be carefully choose to have a logical argument. Further, I will list some of the advantages and disadvantages of the written communication.
The advantages of a Written Communication:
- written communication helps in writing down apparent principles, policies and rules for running of an organization it is a permanent way of communication
- effective written communication develops and enhances an organization’s image it provides ready records and references
- дegal documents can depend upon written communication as it provides valid records which cannot be deleted.
The disadvantages of Written Communication:
- if the receivers of the written message are separated by distance and they need to clear their doubts, the response is not spontaneous
- written communication is time-consuming as the feedback is not immediate
- the encoding and sending of message takes time
- effective written communication requires great skills and competencies in language and vocabulary use
- poor writing skills and quality have a negative impact on organization’s reputation
- too much paper work and e-mails burden is involved
Visual communication is the transfer of ideas and information in forms that can be read or viewed, it includes signs, typography, drawing, graphic design, illustration, colour and electronic resources. It is also true that a visual message accompanying text has a great power to inform, educate or persuade a person or audience.
Communication trough pictures and written words are preferred by some people over spoken language. Prepared materials may help individuals describe what they are experiencing or what had happened to them. Using pictures and the written word can help people express their perception of their problems (Langridge 2006, p. 7).
The visual communication is used by people with autistic problems. It works by identifying the pictures which the individual desire. Communication is established when these pictures are exchanged by the individual for their desired object. The visual aids are often used to help people understand the informative speeches that are being presented to them by visual communication. There are many different types of visual aids which are starting from handouts to power points. Each type of visual aid has pro and cons that must be evaluated to ensure they work properly. Planning ahead is important when using visual aids because it is necessary to choose the appropriate visual aid for the material and audience. Types of Visual Aids: objects – their use involves bringing the actual object when demonstrating something models – they are used when the real object cannot be efficient in explaining graphs – are used to see the differences between quantities, and they are bar graphs, line graphs, pie graphs and scatter plots maps – show the geographic areas of a location tables – are columns and rows that organise words, symbols and data Photographs – they are used in explaining a topic, when the actual object cannot be viewed.
Create a portfolio of information, which could form part of your pack for the students. Your portfolio should: outline how to identify an individual’s communication and language needs, wishes and preferences, using examples to explain your ideas identify a range of barriers to communication, including one example of each of the following types of barriers: environmental, psychological, cultural, emotional, social, speech and language issues and use of English as an additional language Identify four factors which can promote communication and overcome some of the barriers you have mentioned, using examples to explain your understanding.
Being able to communicate clearly is a challenge in health and social-care settings. But by making small changes you can support individuals. We all have different styles of communication and in the care environment it is important that you obtain information about how individuals communicate. Effective communication is essential to the delivery of high quality care to individuals. Communication can help to support individuals and their families.
Communication begins when you first meet an individual (for example: by saying your full name) and start to show interest and getting to know them as a person. This will help building a good relationship where the individual will feel free to share information about him with you. You can observe how an individual communicates from his non-verbal behaviour which will also help the verbal communication. Questions are also an important part in the communication process because it will help you as a carer to understand the individual needs. Questions can help individuals and their families to understand about the situation they are dealing with (for example: asking questions about the individual health history can help you identify what kind of problem you are dealing with (Langridge 2006, p. 2).
It is important that you listen to the individual so that all the communication needs are understood and met. To do this you need to concentrate on what they are saying to you and listen for key words which you can use to comment and ask new questions (for example: if the individual’s family is asking for more information about the problem they are having, giving as many information as you can in such a manner to make them feel secure, can build their trust and confidence in you (Langridge 2006, p. 3).
When you are responsible for individual’s health, families and friends can be part of the therapeutic process. It is important to involve them when you have started collecting information about the individual’s communication needs. By understanding the place of the individual in his family system, can help you to build a rapport (for example: if the individual’s relation with his family is good and they support him, this can help to a faster recovery). Families usually come into contact with health and social practitioners during illness periods, crisis and injury which are different from individual to another individual.
When you are in contact with an individual care you need to bring his family in the individual’s life for some reasons like: to keep you away from difficult communication problems which with the help of his family you can overcome them, the place of the individual in the family system can provide you support but also support for the individual the advice and help gained can help identify all the communication problems and the needs of the individual, particularly when there are communication difficulties, like if the individual’s first language is not English (for example: if the individual has been moved to another clinic or care place, the family can be there with him and support him, but also speech and language therapists or interpreters and translators can provide the help and the information about how the individual communicates, their support needs and how these are met) (Langridge 2006, p. 11).
Communication requires at least two people. When they come in contact with each other the communication process begins. But in order for the communication to work and each person to understand what the other person is saying it needs concentration. When this is missing, the barriers in the communication appear.
In health and social care environment are a range of difficult, complex and sensitive issues that we might have to communicate to individuals. They can be threatening, traumatic, personal and frightening issues and communicate them to individuals can be risky. Because the information you are about to give to an individual can be difficult, you will need to be clear, empathic, warm, accurate and sincere. You can do all this by creating a relaxed conversation and being aware of you appearance and your body language. You need to be well prepared, choosing your words carefully when communicating a message to the individual. This will help the exchange of ideas and information and will develop a relationship where the individual will feel free to ask question or support (Langridge 2006, p. 15).
In a communication system things can also go wrong especially when the communication is taken in such a place that can disturb the process of communication. The communication process can be disturbed by different kind of factors. Location serves as an environmental barrier to effective communication, in that your location can effect perception, as well as create other physical barriers. A comfortable place where you and the individual can sit facing each other is essential.
In regard to communication, “noise” refers to other messages that may interfere with the message being communicated. Noise can be internal or external. Internal noise can be any thoughts you might have that distract you from the message being communicated. Examples of external noise include the sound of construction and background discussion. Before starting the communication process the phones should be switched off and all the other things that you think it might interfere in the conversation should be blocked.
The temperature of your environment can prove to be an obstacle to effective communication, as hot and cold temperatures can divert concentration. Instead of focusing on the message being communicated, you will start thinking: “why is so cold here?” or “why is so worm in here?” You need a perfect environment when you need to communicate difficult, complex and sensitive issues. Creating a perfect environment means creating the perfect communication process.
If an individual is outgoing and verbal then it will be easier to have a therapeutic conversation. It is your job to try and make quite people to communicate. All this can be made through active listening, showing empathy and acknowledging the individual that you know what they are going through. We should also pray their efforts and use more than one method of communication. This will show to the individual that you care, it will make them feel that they have worth and it will sustain the relationship.
You should also be aware that your job role can effect on communication. The relationship between you and the individual in communication can affect how the information is interpreted. Is important that in your job role to pay attention to details and provide reassurance. To make the individual to feel important you do not need to show that you are superior to him. This mean you work in partnership with him. Communication can have a good result when is used this type of care as no one person dominates the interaction and a positive relationship can develop (Langridge 2006, p. 19).
The psychological state of the individual will influence how the message is received. If the individual has personal worries and is stressed, they might be preoccupied with personal concerns and not of the message that is sent by the carer responsible with his health. Stress is an important factor in interpersonal relationships, same as anger.
Effective communication with individuals of different cultures is especially challenging. Cultures provide individuals with ways of thinking, ways of seeing, hearing, and interpreting the world. Thus the same words can mean different things to individuals from different cultures, even when they talk the “same” language. When the languages are different, and translation has to be used to communicate, the potential for misunderstandings increases.
Because individuals come from different cultures, some of them tend to compare the new information with the old ones. Each culture has its own rules about proper behaviour which affect verbal and nonverbal communication. Whether one looks the other person in the eye or not, whether one says what he means about the other one, how close the people stand to each other when they are talking, all of these and many more are rules of politeness which differ from culture to culture. Individuals from different cultures display the emotion differently. Individuals from some cultures get very emotional when they are debating an issue. They yell, they cry, they exhibit their anger, fear, frustration, and other feelings openly. Other cultures try to keep their emotions hidden, exhibiting or sharing only the “rational” or factual aspects of the situation.
All of these differences tend to lead to communication problems. Emotional Barriers are the major category of barriers that may make effective communication difficult. These barriers are basically characterizes by suspicion, mistrust and fear. While a little amount of fear and lack of trust might be necessary, excess of these things is not good and prevents one from doing a lot of things including difficulty in communicating effectively. Having fear can have an impact, as this would have an impact how a person communicates. Another type of emotion that can support or inhibit communication between people is self-esteem. Different people have different levels of self-esteem, some have high self-esteem, and some have weaker, this would affect the way that they are able to express themselves to others whilst communicating.
Trust can also have an impact on how effective communication is realised between the practitioner and the individual. Trust is built while you are communicating with an individual and it can either support communication or it can inhibit it. If the individual have trust in the practitioner, the communication can be made easily. Insecurity is one of the most common reasons for a communication breakdown in relationships. Fear of expressing your feelings can lead to misunderstandings and miscommunication. Those individuals, who feel insecure, have a tendency to emotionally withdraw or become depressed or irritable for no apparent reason.
Clearly, language may act like a barrier in communication. However, even when we communicate in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver, which in our case is the individual. Language that describe what we want to say in our terms may present barriers to others who are not familiar with our expressions, which can be a way of excluding others, so the best way to do it is to talk in the same language as the person we are trying to give the message.
Overcoming barriers in communication is a key part in everyone’s life. Communicating is a skill that requires constant learning. As easy as communicating may seem to be, communication is a rather complex skill for all people to master. People must be open-minded and view all the different ways of interpreting what has been said, rather than jumping to conclusions.
Sometimes, individuals cannot understand our message because of some other reasons, like English is not their first language and they have to use different methods to replace this problems. Because of this, some individuals can be at a major disadvantage to get access to health care. Using an individual’s preferred spoken language can also assist in expressing health and social care needs. If the individual’s first language is not used this can create another barrier in communication (Langridge 2006, p. 4).
Over time, people have discovered different methods to overcome the barriers from communication. The use of sign language is one of the methods to overcome the barriers from communication. British Sign Language (BSL) is the first or preferred language of around 250.000 deaf people in the UK. It is a language that involves using the hands, body, face and head. Finger spelling is just one element of British Sign Language. Signing is also done by persons who can hear, but cannot physically speak. While they utilize space for grammar in a way that spoken languages do not, sign languages exhibit the same linguistic properties and use the same language faculty as do spoken languages. Example: if a child born deaf cannot speak, his family will help buy teaching him the sign language over time. His family will have to learn the sign language from people who are dealing with this matter all the time because they will have the experience required to do so (Langridge 2006, p.5).
Communication through pictures and written words is preferred by some individuals over spoken language. Using pictures and the written word can help individuals express their own perceptions of their problems. The Picture Exchange Communication System (PECS) is proving to be beneficial in developing communication in people with autistic spectrum disorders. It works by identifying the picture in the way that the individual wants to be seen. Example: if an individual is in hospital after a break down and he cannot speak but he can use his hands, the most appropriate method to use is to give a pen with paper to the individual and he has to write down all the answers to the question that he has been asked (Langridge 2006, p. 6).
An individual whose first language is not English, or is blind, deaf, partially sighted or has difficulty reading may require the service of an interpreter or translator. The employment if translators and interpreters had become increasingly common in health and social care settings. A translator reads something written in one language and speaks it or writes it in another language. In order to convert meanings from one language into another one, translators must be able to know deeply about the target culture, so that they are effective in conveying the original meaning of the source text or material. As a result, translators do not only convert words, what makes it deeper than a science but an art. It is a sort of occupation and career that is mainly based on research and great skills for languages. Example: in hospital, one individual has been admitted with health problems. His first language is not English, but Hindi and he is also alone. In order for the doctor or nurse to be able to speak with the individual and ask all the things they need to know about the problem he is having, they need to bring an translator to help them communicating. The translator will be the key for an effective communication (Langridge 2006, p. 12).
The object of reference is the use of objects as a means to communication. These objects can be made to represent the things about we all communicate, such as activities, events people and ideas. Objects of references can be used by individuals who are deaf or blind and those with sort- and long-term difficulties. Objects of reference can be used before progressing to more complex forms of communication, such as signs or symbols. They can also use as an aid to memory, perhaps helping to show sequences from daily activities. Example: at a meeting with an individual’s family, a nurse is trying to explain the type of problem the individual is having. To make the family to understand more easily, she is bringing an MRI scan. When she is trying to tell them about the problem, she is also showing the scan she brought along to make things more understandable (Longridge 2006, p.6).
In the age of globalization the workplace is becoming increasingly cross-culturally integrated making understanding and expertise in cross-cultural communication more crucial for executives, business leaders, workplace managers, and standard employees. In order to get a deeper understanding of and acquire skills in intercultural encounters at the workplace, those engaged in it must gain practical knowledge of the factors that impact cross-cultural communication. The term “culture” refers to the complex collection of knowledge, folklore, language, rules, rituals, habits, lifestyles, attitudes, beliefs, and customs that link and give a common identity to individuals at a specific point in time.
All social units develop a culture. Even in two-person relationships, a culture develops over time. Groups of workers also develop cultures, composed of the collection of rules, rituals, customs, and other characteristics that give an identity to the social unit. Where a group traditionally meets, whether meetings begin on time or not, what topics are discussed, how decisions are made, and how the group socializes are all elements of what, over time, become defining and differentiating elements of its culture.
The most rich and complex cultures are those that are associated with a society or a nation, and the term “culture” is most commonly used to refer to these characteristics, including language and language-usage patterns.
While the defining characteristics or combination of characteristics of each culture are unique, all cultures share certain common functions. Culture and communication are inseparable. This means that culture can be a strong barrier to interpersonal communication between people of different cultures. Individuals from different cultural backgrounds often carry an attitude that their own culture is superior to that of others. This attitude hampers interpersonal communication between two individuals or groups from different cultural backgrounds. Culture is the values, attitudes, and ways of doing things a person learns during the socialization process in the particular place where they were brought up as a child. The cultural factor impacts cross-cultural communication because the norms and practices a person acquires and practices in their country and local community will be different from the norms and practices of co-workers brought up in a different countries or societies.
Health and care system had commanded that every care centre to have a record keeping for every individual which is in our care. Record keeping is central to good quality care as it facilitates the exchange of information between health and social-care professionals thus enabling them to provide appropriate and timely services to individuals. Professionals can also access records in order to see the clinical and care needs of the individual. In order to provide good quality care we should record what has happened during the period of time we have cared for the individual to enable others to take over that care. The law states that we should record information within 24 hours. Good record keeping: promotes high standards of care helps continuity of care facilitates good communication between staff within and from organisations gives an accurate account of care and support needsGood record keeping helps identifying problems. The Access to Records Act 1990 gives an individual the right to receive and review their records about themselves (Langridge, 2006, p. 31).
When running or managing a care service and carrying on a regulated activity there are certain things you have to do by law. The law also makes certain requirements of CQC, and sets out the powers it has to regulate services. All of this is contained in certain acts and regulations, which together are referred to as the relevant legislation. Regulations are made under powers set out in the Health and Social Care Act 2008, and they provide more detail about the powers and duties the commission has, and about the duties that people providing and managing services have. The regulations made under the main Act changes frequently. These regulations have come into force at different times according to the type of service involved. They contain definitions of the services and activities that people must be registered to provide. In some cases, they contain details about the stages at which different types of provider will be brought into the registration system. They also contain details of the standards that people registered to provide and manage services will have to observe.
Since 2002, in addition to health and safety regulations and guidelines, care organisations are now required to have adult protection policies and procedures in place. These policies are generally multi-agency agreements. This means that all health and social care and related organisations within each county or city have agreed to and work in accordance to this policies and procedures.
Care needs may change as a result in the condition of an individual. It is important that you record any signs or symptoms that may indicate this change together with any decision or actions you made as a consequences. You should also record any conflict that may occur and the sequences action taken. In some settings individuals hold their own health care records, for example those receiving maternity care, older people living at home. This helps them to become more involved with their care as recommended by Essence of Care 2003. For an effective system and policies in the health care environment: records should be written in the presence of the individual so that a more accurate account of their change communication or care needs can be made information about communication should be dated, the time must be recorded and we should sign the record all changes in communication should be recorded in terms that the individual would understand our records should document the nature of the change, who you contacted and the care recommended we should also record the effects of the care Records should be reviewed again when required (Langridge 2006, p.35)
Evidence from inquiries into adult abuse found that effective communication between professionals and organisations is crucial if adults are to be protected. Team working and recorded correctly are essential. It is important that we understand our role in adult protection as well as that of others inside and outside of the organisation. Confidentiality and information protocols need to be agreed.
By being a positive role model and providing a good model of the professional care worker-individual relationship you can help to protect individuals. Knowing your role and responsibilities as well as the limitations and boundaries of professional caring relationship will help you to be a model for the individual you work with.
There are now increasing pressures and demands for developing Information and Communications Technology (ICT) in Social Care. It is seen as offering a significant benefits in creating portals of accessible information for the public, giving operating advantages for service users and their careers, in providing co-ordinating information that can be accessed across Social Services, in further co-ordinating and planning information with other local authority departments, in working in overlapping areas with the National Health Service (primary and secondary care), giving working operations with voluntary bodies and independent agencies, raising the quality of information and best practice through working with universities and incorporating their research, and in assisting the management and direction of activities according to policies. Trough ICT stuff can get information more quickly, explicit, accurate and can work better. The manager needs to use IT to save time and get better monitoring and planning information. Directors can see how work flows and set better targets.
Information technology is today’s reality in every sphere of our lives and AHPs need to be at the forefront, driving the opportunities for use in our services. AHPs have a responsibility to enable and promote the effective use of data, information, knowledge and technology to support and improve wellbeing and health and social care delivery. This collectively is described as ‘informatics. ICT will bring new technologies to achieve higher quality care and better outcomes for people, making health and care more convenient, joined up and flexible. It offers a framework to enable local innovation, driven by a stronger voice for service users and citizens, and clear ambitions for the next decade.
In the work place, the use of computers have been evolved to such an extent that it has cut down on all paper work. The Information technology system has been implemented and has helped the nurses, doctors, consultants and clients on the ward. Various organization department works along with the National Health Sector. Microsoft Office Packages are widely used on the ward. Records keeping are saved and retrieved from the computer and can be edited using such packages. Daily progress notes are entered on a sophistically packaged named as RIO. Day to day care of the clients is being input on the system. The internet at work place is also an important tool as information can be retrieved within seconds. Another positive factor of the use of computers is that stock ordering for the ward can be done via the internet.
ICT system requires methods with the flexibility to cope and tailoring its functions to the various ICT users. This means planning and project management that has a Steering Board and accountability according to clearly laid structured plans of installing and updating the systems. The planning and monitoring is based on quality assurance and efficiency, and minimal disruption to existing systems. In order to achieve this there needs to be management that produces a culture of welcoming rather than resisting increased use of information technology. Staff must learn to interact more with other staff, and not mentally reside within their departments alone. A culture of raising the quality of information is also important so that systems work at their best.
In recent years social work practice has adapted to include new forms of recording and monitoring – including the use of information and communication technologies (ICT’s) such as the Common Assessment Framework (CAF) for case assessment recording. There is a lot of policy, guidance and information about performance management and data management available, but there is little about types of skills social workers need to use ICTs, the effects technology has on social work practice or the issues about disclosure and data sharing with systems such as the Common Assessment Framework (CAF). Research is emerging to suggest that even though technology is enabling social workers to communicate and interact in new ways with people, the same technology does sometimes not allow for a personalised view from the social worker.
We learn that social work is inevitably caught up in the “information age”. Identities are fragmented and information picked up and discarded as it flows through information and communication technologies (ICTs). The use of ICTs is central to social work which is concerned with exchanging information and sharing assessments with other professionals. It influences practice: ICTs do not appear to save time. Assessments have become more formalized and increase the information demanded ICTs also compromise partnership working. Rather than completing a form with a service user and then typing it up, information is inputted either without the service user seeing it or a series of versions are produced, printed and checked before inputting on the system.
The success of this strategy depends as much on a culture shift, in the way patients, users of services and professionals think, work and interact, as it does on data or IT systems. It depends on making the shift to give us more control of our health and care and on recognising that collecting and sharing good information is pivotal to improving the quality, safety and effectiveness of our care, as well as our own experiences of care.
Legal considerations can impact the use of ICT in health and social care because it can affect your health: posture, visualisation, stress; data protection and accuracy, security, relevance, up to date, confidentiality, consequences of breaking data protection, legislation and access to records.
Working in a care environment, the use of ICT is essential because it helps us working better and is a high system technology. But using at all time a computer it can also have consequences. The consequences, over time, can have a bad impact on our own health. Staying all the time on the chair and using computer it can damage our posture. We don’t realise in that time the problems which can occur but when we are getting back home and we are starting to relax, our body also relax. When our body starts to relax the back pain appears, same as the neck pain, sight pain and many more. If our daily work requires filling forms or dealing with important documents then we are talking about data protection on this documents. The document should be written in an accurate method, relevant to every each individual.
The information about every individual needs to be up to date and to have a safe confidentiality. Access to our important records should be kept safe at all time and no one should have access to them, unless is somebody from our organisation who needs this records for specific purpose which is strict professional. If any individual’s confidentiality has been broken, the person who has dealt with it, it may be charged of breaking the law and support the consequences.
