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Four Different Reasons Why People Communicate

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Describe two ways how effective communication can affect relationships in an adult social care setting between individuals using the service, their carers, colleagues and other practitioners One way that effective communication can affect relationships in an adult social care setting is when service user communicates what they think about the service that they are receiving they can positively impact on the care that they are receiving. Another way that effective communication can affect relationships is when a service user expresses how they feel about the service they are receiving and by doing so carers may be able to reassure any anxieties that they may have. Two ways in which effective communication can affect relationships in an adult social care setting are: * When a service user communicates what they think about the service that they are receiving, they can have a positive impact on the care that they are receiving. * Another way that effective communication can affect relationships is when a service user expresses how they feel about the service they are receiving. By doing so, carers may be able to reassure any anxieties that they may have.

Aiii Using the table below, identify three ways of finding out the communication and language needs of an individual. For each method, describe how effective it is at establishing the needs of the individual Method| How effective is this method|

Care Plan| This is an effective method because it contains a full inventory of the care needs of the individual. This may express any specific communication difficulties e.g. hearing impairment, mobility.| Individuals| This method is effective because the individual may give more specific information about the way that they may need to communicative and language needs and by doing so give insight into the way that they prefer to communicate. | Family and friends| This method is effective because they may be able to give a broader view into how an individual needs or chooses to communicate, for example in the care plan it may state that an individual wears a hearing aid; but a family or friend may state that at certain times of the day, for example, before they have washed and dressed that they don’t usually wear a hearing aid, in case it gets wet or damaged. In communicating the needs of their family member or friend, they can give additional information that is not in the care plan or expressed by the individual.

AivDescribe three factors to consider when promoting effective communication Lack of Privacy: Any communication should preferably be held away from a public place where others can overhear and interrupt what is being said. Interruptions may make the individual feel intimidated or unimportant. A person is more likely to communicate if they feel they are being taken seriously. Lack of respect for the individual: An individual is unlikely to communicate if they feel they are not being respected. Addressing them as ‘Dearie’ or ‘Lovie’ or invading their personal space shows a lack of respect. If a person feels that they are not being respected they may withhold information which could be important. Stereotyping: This is where an individual is described as being the same as others, for example saying that anyone over 70 needs a hearing aid and/or a walking stick. Individuals can also be stereotyped socially or culturally.

Describe three verbal and three non-verbal communication methods and styles that a social care worker may use in an adult care setting. Verbal| Non verbal|
Active listening, this is when you show an individual that they have been listened and understood. You can do this by paraphrasing and this means that you repeat a statement that they have -made back to them by rewording what they have said.Reflective listening, this is by seeking to understand what they have said and then offering that idea back to them.Questioning, this can be done by asking open questions about what someone has said.| Writing is a form of non verbal communication because it allows us to express what we are feeling and thinking.Body language, for example we could nod, hug, smile and in general use our bodies to express emotions.Dress can be used because it allows us to express what kind of person we are or allows the speaker to identify who we are, for example an individual may need to seek out a care worker to tell them that they need care and our uniforms allow them to identify who the carer is.

Explain why it is important to respond to an individual’s reactions during communication. To make the individual at ease so that they may express how they feel. It can reduce anxiety and impart a sense of confidence and control. This can help improve their quality of life if they are able to communicate their needs and wishes so that we might improve the services that are provided. It may allow us to impart a sense of warmth, sincerity and understanding so we can learn about their identities, beliefs and culture. So that physical needs can be met, for example, if they are cold, hungry or in pain. So that their emotional needs can be met, for example if they feel frightened, confused or unsafe. It can help us empower an individual so that they may feel valued. Avii

Explain how an individual’s background can influence the way they communicate By understanding an individual’s background it will help understand why and how they choose to communicate. The individual may also come from a culture where they speak loudly or speak quickly, this can be taken in consideration. If English is not their first language, then they may also have difficulties in expressing themselves.

Identify three barriers to communication and explain how you could overcome each barrier Barrier| How it can be overcome|
Language | By using words or phrases that the most people understand rather than jargon. Getting an interpreter or carers that speak the same language. Using flash cards that indicate a phrase so that they may be understood. Keeping language simple and avoid using idioms. | Hearing difficulties| Speaking clearly and keeping eye contact. Making sure that if hearing aids are used that they are working and that they are used. Making sure that the environment that we are talking in is quieter so there are no noises that will be interfering with what they are trying to hear.| Speech difficulties| Making sure that you are at eye level, taking time to allow individuals to finish what they are saying, to reflectively listen, so that they may feel understood, to provide where appropriate another way of communicating for example using a white board. |

Describe two strategies that you could use to clarify misunderstandings. One strategy that I could use is repetition, by doing this I would be clarifying what the individual was saying. Another way that I could clarify a misunderstanding is by asking questions.

A social care worker wants to enable more effective communication with individuals using the service. Explain how they could access extra support or services that may be useful.

You are a Social Care worker, and a service user Hannah, tells you that she is unhappy taking her new medication. She thinks she does not need it and so she is throwing it away. You know from her care plan that Hannah does need the medication regularly and gets confused. Hannah begs you to keep this confidential and not to tell anyone, especially her daughter, who she sees regularly, as her daughter will be very angry. BiHow would you explain the term ‘confidentiality’ to Hannah I would explain confidentiality to Hannah by saying that we keep information safe and private, and that we would only pass it on where we consider there to be a significant risk of harm. I would explain though, that one of the boundaries to confidentiality would be my responsibility regarding Hannah, and that confidentiality has to be balanced. This is in such a way that Hannah’s rights to confidentiality takes into consideration my responsibilities as a Social Care Worker. Bii

Describe the possible tensions that may arise between telling others of Hannah’s decision and keeping this information totally confidential The possible tensions that would arise might be that Hannah was distrustful of the social care worker and unwilling to impart and new information. Hannah may feel upset and angry towards the social care worker because she may feel that her right to confidentiality has been breached. Hannah’s daughter may ask the social care worker about her mother’s medication. It would be explained to her that this is confidential information and that only Hannah could provide those answers.

When discussing an individual it would be important to do this in private so that I would not be overheard. It is important to keep information such as care plans in a locked cupboard as well as other information. If I was speaking on the telephone I would make sure the call was done in private and I would make sure that the person that I was speaking to was the right person. If I was sending an email or letter I would mark it confidential. Biv

Explain when and how a social care worker should get advice about confidentiality A social care worker may need to seek advice about confidentiality when an individual needs their personal information to remain confidential and they were unsure about how to do this. When they were unsure about my employee’s policies and procedures regarding confidentiality. When they were unsure about who should have access to individual identifiable information and who needs to know it. When they were unsure about how much information to provide about an individual. If a social care worker needed advice they could ask a senior member of staff or manager regarding confidentiality.

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