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COMMUNICATIONTask 1

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WE COMMUNICATE:

To make relationships To maintain those relationships To pass information To meet our needs To develop and maintain our self concept To work effectively For our happiness

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SO WHAT’S DIFFERENT ABOUT COMMUNICATING IN CARE SETTINGS?

We need to make professional relationships We need to obtain and share information

about service users, sometimes by using special methods

We often need to put our own needs to one side and focus on meeting the service users needs

But our communication at work still affects our self concept and happiness.

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Welcoming people

Asking for information

Explaining issues, policies and procedures

Building an understanding of another person’s life

Clarifying issues

Problem solving

Exchanging ideas/learning new ideas

Carrying out interviews and assessments

Building a sense of trust

Establishing professional relationships

Providing emotional support

Calming people who are experiencing strong emotions

Oral communication

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3Problems with.......

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3POP QUIZ- WRITE THE ANSWERS IN YOUR YELLOW BOOKLETS

Q1- What are the 4 forms/ways we can communicate?

Q2- a) Write a sentence for that demonstrates formal communication. b) Name a place/person who you would use this form with

Q3- a) Write a sentence for that demonstrates informal communication. b) Name a place/person who you would use this form with

Q4- Give 3 reasons why we communicate.

Q5- List 1 positive and 1 negative about communicating one-to-oneQ6- List 1 positive and 1 negative about communicating in a group***When you are finished, please close your book and get our your homework and any worksheets from class before the holidays.

Please have your planner out and open to today’s date (15.04.13)***

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3POP QUIZ- WRITE THE ANSWERS IN YOUR YELLOW BOOKLETS

Q1- What are the 4 forms/ways we can communicate?-Verbally -non-verbally -written -technology

Q2- a) Write a sentence for that demonstrates formal communication. b) Name a place/person who you would use this form with-Answers may varyQ3- a) Write a sentence for that demonstrates informal communication. b) Name a place/person who you would use this form with-Answers may varyQ4- Give 3 reasons why we communicate.-To make relationships -To maintain those relationships-To pass information -To meet our needs-To work effectively -For our happiness-To develop and maintain our self concept

Q5- List 1 positive and 1 negative about communicating one-to-one-Answers may varyQ6- List 1 positive and 1 negative about communicating in a group-Answers may vary

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WHY DO SERVICE USERS AND CARE WORKERS COMMUNICATE ORALLY?

To give information To obtain

information Exchange ideas Meet physical needs Meet intellectual

needs Meet emotional

needs Meet social needs

Fill in the following spaces on your describing wheel.

Turn the page over and for each section on the back you must give the who what why where, when and how these oral communications work in a health and social care setting (nursery or retirement home)

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VERBAL SKILLS

Listening

Open questions

Closed questions

Paraphrasing

Clarifying/Summarising

Not talking, concentrating on what is said

A question that can’t be answered with yes or no.

A question that can be answered with yes or no

Repeating back what the person has said using their own words/phrases

Repeating back what the person has said in a different wayExamples for team points!

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NON-VERBAL SKILLS

Eye Contact Facial Expressions Hand movements Head movements Proximity Signs, symbols, pictures Posture Appearance

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ASSESSMENT ACTIVITY P1/M1

P1- Identify different forms of verbal and non-verbal communication

M2-Describe different forms of alternative communication for different needs, using examples from health and social care.

Use the case study on your assignment sheet and on the next slide to help you complete this assessment

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CASE STUDY

SCENARIO: You are a volunteer at the Brookside Residence

for young adults with severe learning disabilities.

Several of the young adults have a hearing impairment, three use English as an additional language, two have visual impairments and one resident is without speech.

 The manager has asked you to produce some materials for new staff on the different types of communication used within the residence.

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3WHAT TO INCLUDE IN YOUR LEAFLET/BOOKLET

P1- A leaflet/booklet which describes the different forms of verbal and on-verbal communication which are used in the setting and explains the advantages and disadvantages of each form when used in a) 1-1 interactions and b) group Interactions

M1- Add more to your leaflet/booklet which describes the different forms of communication which would enable residents, staff and volunteers to communicate with each other

M1- Your leaflet/booklet must also include an assessment of how effective each one would be in enabling communication.

**REMEMBER**

this is a leaflet to inform others, don’t write as if your talking to a friend, make it professional and informative.

Make it easy and enjoyable to read- add pictures and don’t have your writing too close together.

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ENVIRONMENTAL FACTORS

Noise – Background or sudden, external Heat – too hot or too cold Lighting – interrogation bright light or too dull and intimate! Ventilation/Heating- to hot or too ocld.

Space – too small room or large open area, lots of windows Interruptions – other people coming in the room or the

interaction Room set up; positioning of sender and/or receiver, seating etc

Relationships- handed the card back rudely- too informal

Physical influences- language barrier, speed tone (Pace)

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3MEETING NEEDS OF

INDIVIDUALS

Special Needs – specialised communication not used eg. Braille

Cultural Differences – HSBC advert, something’s can be offensive

Misunderstandings – no clarifying, misinterpretations, confusion etc.

Appropriate language – formal, informal, street language, foreign language etc

Not empathising – not reassuring, giving extra time, comforting distressed individual

Poor previous experience - stereotyping

BARRIERS…

What is a Barrier?

A Barrier is something that “gets in the way” or stops another thing from happening

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THERE ARE 3 MAIN WAYS IN WHICH COMMUNICATION CAN BE BLOCKED…

• If a person cannot see, hear or receive the message;

• If a person cannot make sense of the message;

• If a person misunderstands the message.

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AN ADDITIONAL BARRIER CAN BE…LISTENING SKILLS

Can be external or internal;

• External (e.g., noise, an uncomfortable temperature or seating etc);

• Internal include a variety of conditions or reactions within the speaker or listener, such as:

• -Emotional interference.- Defensiveness.- Hearing only facts and not feelings.- Not seeking clarification.- Hearing what is expected instead of

what is said- Stereotyping

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