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Q1 Identify at least three different groups/individuals that you communicate with in job role. Review the different communication needs of these groups/individuals?

Q1 Three different groups/individuals I communicate within my job role are Service Users
Staff team
GP , MDT Teams , Social workers.

Communication affects my work setting in many ways, between service users, their families and friends, staff, and medical professionals. This may be done in person, body language, telephone calls, text messaging, e-mails, written correspondence. Effective written and verbal communication and being able to use a variety of interpersonal techniques promotes strong working relationships and will promote good quality of care for the service users. In my role, it is important that I communicate in the correct way to ensure that the needs of the service users are understood and dealt with correctly. Myself and the staff team have regular meetings, supervisions to discuss all of the service users and if any needs have changed, and to be sure that everyone knows what is happening if any changes have been made. This also helps if anyone has any issues that they need to raise. All meetings are recorded and care plans updated. I will also communicate with other medical professionals such as Occupational therapists, GP’S, Social workers to discuss the service users needs. Communication problems vary between each individual depending on their disability or illness. Examples of these are.

Sensory disabilities- The two main senses with which humans rely on to interact with others are sight and hearing. Without these senses communication will be affected. Hearing loss can range from someone who is profoundly deaf to someone who is hard of hearing. Individuals who were born deaf, will usually have learnt sign language so will be able to communicate, whereas individuals who have lost their hearing will need more support in learning to communicate effectively. Sight loss can affect communication greatly. More than 90 per cent of communication is made through non-verbal communication, this is done by body language, facial expressions, hand gestures, posture all forms part of our communication. An individual without sight will struggle as they are missing out on a large amount of information needed to communicate effectively. As with hearing loss, losing your sight later on in life creates difficulties and new communication methods will be needed.

Q2 Describe what you do at work that supports effective communication generally?

(1.2) In my role as manager it is important to have good communication skills which will develop positive relationships and share information with people using our service to ensure best outcomes for the service users and for the staff. I need to communicate well with the service user’s families, collegues and other professionals on a daily basis. I use several different forms of communication within my role. Interpersonal skills enable me to interact with another person successfully. Having good communication skills are vital for working in my role as they help me to develop positive relationships with service users to understand and meet their needs. This enables me to build positive working relationships with work colleuges and other professionals.

It gives me the tools to share information with people using my service by providing and receiving information, which enables me to report and plan on the work I do with other people. I use various methods of communication. One-to-one communication. I use this form of communication daily in my job role. An example of this is, would be between myself and a service user, or when speaking to a senior staff member to discuss a service user. I may also use non-verbal communication, this may be done by e-mail or by writing down and reporting to discuss Care needs of service users, which may involve letters or reports to all parties involved. By holding regular meetings the relationships are strengthened, building trust and the ability to talk openly and honestly.

Q3 What are the barriers and challenges to communication within your service and job role?

(1.3) There are many barriers to communication. Anything which stops communication is a barrier. PHYSIOLOGICAL Barriers- These could include sight and hearing difficulties. Tiredness and ill health can also cause difficulties to communication.

PSYCHOLOGICAL Barriers- Individuals with depression, personal problems and worries can lead to a loss of concentration. Also memory loss problems such as stroke.

LANGUAGE/CULTURAL Barriers- Individuals from different backgrounds may use communication methods in different ways, for example people from different religious beliefs may find some gestures different so always make sure you are not doing something that may offend them, and you may also have a language barrier. Linguistic difficulties, leading to poor explanations and misunderstandings.

NEGATIVE FEELINGS- Resistance to change can cause upset and a challenge to communicating effectively. This may be shown through body language for example if a person I work with does not agree with the way I am doing something or does not get on with another member of staff.

PHYSICAL Barriers- These could be due to the environment that I am in. It may be due to noise distractions such as the television, or where I am positioned when communicating, am I close enough to be heard. Y role in my workplace is to connect and build strong relationships with others. It is important to show respect to all individuals whom I work with, so that they have trust and confidence in me and my abilities.

Q4 Describe your team/individual strategy for overcoming communication barriers?

(1.4) On initial assessment of a service user I am able to determine their communication needs and highlight any barriers. If any barriers have been identified I will then implement plans to overcome these barriers, these plans could include the following, – Work in partnership with other professionals to give knowledge on the condition which will assist in preparing a care plan tailored to the persons individual needs for example, Speech therapists, psychologists, Opticians, Audiologists to arrange appropriate assessments to provide equipment or aids to meet needs.

Staff training, ensure staff are aware and trained to specific communication needs of each individual in our care. Also that they are fully trained to use any communication aids. Ensure the environment encourages communication, that it is not too noisy, correct lighting and atmosphere. Observe body language and facial expressions. Speak clearly and slowly. Explain carefully and check understanding.

Q5 Giving specific example, describe at least two situations when you have used different means of communication to meet different needs?

5 Holding service users meetings. Quiet environment , making the meeting interesting. Providing aids ie talking mat so the service user can communicate their own opinions and choices effectively. For example in our weekly speaking up meeting LM uses a talking mat to let us know what activities she would like to do and what is not working for her, this came about as the staff team could not understand what LM was trying to communicate on a daily basis,a referral to the SALT team was put in and they came out to do an assessment with LM work began using a talking mat and with encouragement LM could use the signs and symbols tailored to her needs. It was really encouraging to see the smile on her face when we as a team could understand her. All staff are now trained on how to use the talking mat. LM now uses this aid to actively take part in weekly menu planning.

Staff meetings require different use of communication. Staff meetings tend to be more formal. Watching the body language of staff is there a reason why the person sat at the back not actively taking part in the group meeting can they actually understand what I am communicating, it may be they need to have a one-to-one meeting to clarify what has been discussed after the staff meeting. It could also be that as its in a group setting they are shy, or too afraid to speak out, there may be a group leader who tends to speak up for everyone else.

Q6 Think about how you communicate with organisations/individuals you work with in partnership with Describe the communication systems you use

Compare the effectiveness of these communication systems.
Propose improvements to these communication systems.

A 6 Verbal communication- This can sometimes become complicated due to words having different meanings between different generations and cultures. So the choice of words used is important to ensure that what I use jargon and abbreviations that my staff and service users will understand. Its also important to listen as well as speak. In my role as manager, I need to adopt my communication depending on who I am communicating with Eg member of staff, Healthcare professional or service user.

Written communication- Written reports, note taking, e-mails and other forms of electronic communication are all forms of written communication and it is important that they are clear and accurate, up to date and non – judgemental to enable others to read it. As a manager I need to use a form of communication that’s easy for everyone to use and access. E-mail makes this possible as it is quick convenient and people can respond easily to it. It can also be accessed again for evidence in the way that a telephone conversation cannot. The downside to e-mails is that they are quite impersonal, so sometimes people can read them the wrong way and not understand the point im trying to make. This may cause a delay in them answering me.

Non-verbal communication- Facial expressions, eye contact, gestures, positions and movement, and touch are examples of non-verbal communication. Our facial expressions communicate emotion without speaking, so we are able to judge peoples emotions form this.

Q7 What are the legal and ethical tensions between maintaining confidentiality and sharing information?

7 The main ethical and legal tension between maintaining confidentiality and sharing information is that the need to report abuse always overrides the necessity to maintain confidentiality. In all forms of communication it is important to maintain confidentiality by ensuring that all conversations are kept to the workplace environment, and I only speak about service users to people that I need to for example, a staff or medical professionals when discussing details of a service user, it will be given with consent unless for a medical reasons. All written information is stored correctly and not left lying around for other people to read. All information relating to service users and staff is locked away securely in the office. In line with our confidentiality policy and procedures, Data protection policy and procedure.

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