The Coleshill SchoolLearning & Achieving Together

BTEC Extended Diploma in Health & Social Care

Unit 1 – Developing Effective Communication

Assignment Title: Effective Communication within a Health and Social Care environment

Teacher: Mrs RoeEmail: roe.l@thecoleshillschool.org

You will also need to:

Word process your work

Include your name, PIN and page numbers in a footer

Use Harvard Referencing System in your work including a reference list

Provide evidence of wider research by using various sources, e.g. websites,

journals, text books

1.5 line space

Use 12pt font size (Arial or Comic Sans)

Please bring this Assignment Brief with you to every lesson

Launch date: 8th September 2015

Submission date: 30th September 2015

You are a manager of Holly Fields Day Centre and have decided to produce a booklet explaining the importance of effective communication and interpersonal interaction. The booklet will be used to inform staff and visitors of the different forms of communication used and variety of needs within the centre.

Task One

Produce a booklet to explain the role of effective communication and interpersonal interaction in a health and social care context. (P1)

In your booklet, you need to outline the many forms of communication.

Please ensure you include a range of examples e.g. text messaging, written, oral, signing, symbols, touch, music and drama, objects of reference, arts and crafts, technology. In addition, include verbal (types of speech, language (first language, dialect, slang, jargon); and non-verbal interpersonal interaction (posture, facial expression, touch, silence, proximity, reflective listening).

You will need to make sure that your booklet informs visitors and staff about the different contexts in which communication takes place, such as one-to-one; groups, e.g. formal, informal, between colleagues, between professionals and people using services, communication with professionals, multi-agency working, multi-professional working.

When discussing communication and language needs and preferences include the individual’s preferred method of communication, e.g. Language, British Sign Language, Makaton, Braille, the use of signs, symbols, pictures and writing; objects of reference, finger spelling, communication passports, human and technological aids to communication, variation between cultures. (P1)

Task Two

Add an additional section to your booklet this time discuss theories of communication. (P2)

Include detailed examples and reflect on how the stages of the communication cycle, and Tuckman’s stages of group interaction could be used to improve the interaction.

You will need to assess the role of effective communication and interpersonal interaction in health and social care with reference to theories of communication. (M1)

Grading Tip:When discussing theories of communication ensure you include Argyle’s stages of communication cycle (ideas occur, message coded, message sent, message received, message decoded, message understood). You will also need to include Tuckman’s stages of group interaction (forming, storming, norming, performing).

Launch date: 5th October 2015Submission date: 21st October 2015

Task Three

Vocational Context:

You are observing a multi-disciplinary team (MDT) meeting, whereby Mrs Singh is due to be discharged home following major bowel surgery. Present at the meeting are Mrs Singh and her husband, the ward nurse, the district nurse, the social worker, the Doctor, a Physiotherapist, a Dietician and an Occupational Therapist.

The meeting is aimed at organising a discharge package for Mrs Singh. The meeting is held in the ward day room at lunchtime. The MDT are all seated around the table on high chairs whilst Mrs Singh and her husband are sitting in lower ‘patient’ chairs. Mrs Singh and her husband speak minimal English. There is a lot of background noise from the ward and the light is flickering.

The ward nurse begins the meeting and has to raise her voice to be heard over the environmental noise. She appears to be rather aggressive. The MDT begin to discuss Mrs Singh, using a lot of medical terminology. As the discussion progresses the conversation begins to speed up as time is very limited and the doctor needs to leave very shortly. During the discussion she appears to be not very interested.

You notice that Mrs Singh and her husband look slightly bewildered and are nodding their heads intermittently. Eventually the MDT agrees on the care package that they deem to be appropriate and ask Mrs Singh and her husband to agree to it. They thank the team and leave looking extremely confused.

Produce a written account of the above case study and explain the factors that may influence communication and interpersonal interactions in health and social care environments. (P3)

Provide a chart that explains the strategies used in health and social care environments to overcome barriers to effective communication and interpersonal interactions. (P4) For example, your chart could look like this:

Barrier to communication andInterpersonal interaction.

Strategies used to overcome barriers

Sensory Impairment:Short-sightednessDeafness

Spectacles, magnifier,British Sign Language

Include a written review of the strategies used in health and social care environments to overcome barriers to effective communication and interpersonal interactions. (M2)

Add a written evaluation of the strategies used in health and social care environments to overcome barriers to effective communication and interpersonal interactions. (D1)

Grading Tip You must include positive and negative factors which influence communication and

provide a clear explanation of how each factor, including environmental and personal factors, may influence the outcome of the interaction for each party.

P3 Use the following key words: Environment factors, e.g. setting, noise, seating, lighting, space, time Barriers: factors, e.g. type of communication (difficult, complex, sensitive), language needs/preferences, sensory impairment, disability, personality, self-esteem, anxiety, depression, aggression, submissiveness, assumptions, value and belief systems, jargon, cultural variations, use and abuse of power, effects of alcohol/drugs.

P4 Use the following key words: Communication and interpersonal interaction: possible strategies, e.g. staff training, assessment of need, using preferred method, promoting rights, confidentiality, defusing aggression, assertiveness, appropriate verbal/nonverbal communication, building relationships, appropriate environment, attitude, confidence. Aids to communication: human (advocates, interpreters, translators, signers, mentors, befrienders), technological aids (hearing aids, text phones, minicom, voice activated software, relay systems, look systems.

M2 and D1 include strategies that are used to breakdown more common barriers but also those caused by more challenging and complex situations professionals working within health and social care environments face, for example, communication affected by mental health problems, drugs or alcohol or dementia

Task Four

Launch date: 2nd November 2015Submission date: 2nd December 2015

Whilst at placement you will need to:

Participate in a one-to-one and a group interaction in health and social care context. (P5) and (P6)

Create your own grading sheet and assess your communication and interpersonal skills in relation to each interaction. (M3)

Provide a written evaluation of the factors that influenced the effectiveness of each interaction. (D2)

Grading Tip

To do this effectively, you will need to provide the following for each interaction:

A brief outline of your placement and an outline of service users and their needs.

A record of the interpersonal interaction that took place. This will be a transcript recording verbal and non-verbal communication.

Evidence from your placement supervisor witnessing that this took place (P5 and P6)

Complete the grading sheet to assess your communication skills in relation to each interaction (verbal and non-verbal). (M3)

Provide a summative account to justify the grade given. Refer to your written transcript. (D2)

Use the following key words:

Contexts; one-to-one; groups; with people using services; with professionals/colleagues

Communication sills: verbal and non-verbal, e.g. listening and responding, tone, pace, language, appropriate environment, proximity, clarifying or repeating, questioning, responding to difficult situations, defusing anger.

Effectiveness: group and one-to-one situations, e.g. awareness of needs and preferences, interpersonal skills, attitudes, overcoming barriers, adjusting interactions, assertiveness.