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Glossary of terms:
Identify: to prove or recognise as being a certain person or thing; determine the identity of
Explain: to make (something) comprehensible, esp. by giving clear and detailed account of the relevant structure, operation, surrounding circumstances etc
Describe: to give an account or representation of in words
Demonstrate: to show or prove, esp. by reasoning, evidence etc
Resources, research and materials used to complete this unit.
Effective interpersonal skills enable us to interact with another person, so promoting positive communication with them while taking into consideration the many different factors there might be for each individual.
These communication skills are vital for your role as a Health and Social Care worker.
Outcome 1 – Understand why effective communication is important in the work setting
Identify as many different reasons as you can, why people communicate?
People communicate for a number of different reasons such as to express their needs and wants, to express their feelings, to give and receive information, to learn, share ideas, and also for social pleasure.
Give some examples of methods of communication?
Methods people use to communicate are: Speech, tone, hand gestures, body language, touch, expressions and mannerisms. They may also use sign language, objects, pen and paper, photos, symbols, communication passports, assisted technology. People also communicate via electronic devices such as email, phone, text, television, radio and social networking sites.
Explain how effective communication affects relationships in the work setting. Give examples of how you develop relationships, noting the differences and any similarities between a relationship you will have with a client to the relationship with colleagues and other care professionals.
When developing a relationship with a client, it is important to first establish the best way to communicate with them, you can do this by talking to their family/carers and by meeting the client and talking to them. It may be appropriate to adapt the way you communicate to suit them especially if they use communication tools. When you have found a good method of communicating you can then learn from them what their needs and wants are and how best to support them. It is important to actively listen to the client so that they can build up a trusting relationship with you. You will then need to share what you learn with colleagues and managers, this should be done professionally and written down in an understandable way using their support plan or emails in order to ensure the team all know the best way to support the individual in a way which is specific to their needs. Relationships between colleagues should be friendly and supportive towards each other, effective communication can help this so that they have time to plan ahead and this will save them getting frustrated or confused which could cause a rift in the team. A relationship between a support worker and a client should also be friendly and supportive from the worker but on the clients terms as we are there to support them.
Outcome 3 – Be able to overcome barriers to communication
Explain how people from different backgrounds may use and or interpret communication methods in different ways Examples given should be explained.....
Identify some barriers to effective communication that you may come across?
Make a list of the skills that you need to reduce barriers to effective communication
What other sources of information and support could enable more effective communication?
Outcome 4 – Be able to apply principles and practices relating to confidentiality
Explain the meaning of the term confidentiality
What are your responsibilities in relation to maintaining confidentiality in day to day communication?
When disclosing confidential Client information remember to:
AC 4.2 If you work or have access to the office where files are kept or records may be seen you must:
Manual Records must be:
With Electronic Records you must:
List the Legislation, policies, guidelines, procedures and operational instructions relating to confidentiality
Describe how you have dealt with/or would deal with a situation where there has been a conflict between maintaining an individual’s confidentiality and your duty of care requiring you to disclose your concerns
What was the situation of the potential tension/conflict?
How did you respond to the individual
How did you record your actions
Did you receive feedback on the effectiveness of your decisions (please explain)?
Outcome 2 – Be able to meet the communication and language needs, wishes and preferences of individuals
Work base Activity 1
For this activity you will need to demonstrate how you; 2.1, Establish the communication and language needs of a client, also their wishes and preferences. 2.3, You will demonstrate how you use a range of communication methods and styles (this can be verbal and non-verbal communication) to suit the communication needs of the client. 2.4, You will demonstrate how to respond to the client’s reactions when communicating with them.
Your Assessor will observe you working with a client/s (to cover the above) and this observation can be incorporated as part of this activity
2.2 , Now consider other examples that you can describe where you have used a particular method or style to communicate with a client/s, whilst taking into account all the different factors that an individual may need support with, to enable them to respond and interact effectively. Some examples of factors that you may have used: facial expression, tone or pitch of voice, gestures, body movement/posture, personal space, or any others that you used. Describe how you responded to the client’s reactions to the communication methods that you used.
Use real examples.
Please be detailed in your account.
(This activity will take you approx 1/2 hours. Min 500 words, max 1000 words)
Towards Outcome 3
Work base Activity 2
For this activity you will need to demonstrate how you; 3.3 , Demonstrate how you work with a client/s to overcome any barriers to communication that they might have 3.4, Demonstrate strategies that can be used when needed to clarify any misunderstandings.
Your Assessor will observe you working with a client/s (to cover all or some of the above) and the observation can be incorporated as part of this activity
AC 3.5 Explain how you have accessed extra support or services to enable an individual to communicate effectively. Some examples of services that you might have used: Speech and Language Services, Interpreting Services, Translation Services, Advocacy Services Give some examples of different situations where you have worked with a client to overcome barriers to communication. What were they? What strategies did you use to address any misunderstandings? Use real examples.
Please be detailed in your account. (This activity will take you approx 1 hour. Min 500 words, max 1000 words)
Towards Outcome 4
Work base Activity 3
For this activity you will need to demonstrate how you; 4.2 work to ensure that you maintain confidentiality in day to day communication.
Your Assessor will observe you working to cover the above and this observation can be used to complete this activity