why do we communicate in health and social care

-many different ways in which people communicate with one another (language, body language, signs and symbols, written communication art, music, recorded information)
Concepts: influence thinking, allows experiences to be grouped together, allows us to predict the future -facial expressions, body posture, muscle tone -signing systems e. g. British Sign Language Visual, electronic and written communication: -books, email, text message, films, videos, tapes -paintings, photographs, sculptures, architecture Active listening involves: being interested and ready to listen, hearing what is said, remembering what has been said, checking understanding with that person Skilled interpersonal interaction involves: watching others, remembering, guessing what words and actions mean, checking your guesses, never rely on your own guesses as these can lead to assumptions - this can lead to discrimination Body language: the face, voice tone, body movement, posture, muscle tension, gestures, touch, proximity and personal space, face-to-face positions -beginning, middle and end The conversation sandwich: 1) starting a conversation (creating the right emotions, being friendly, relaxed and interested) 2) listening, expressing and understanding 3) ending the conversation and leaving the right emotions behind -silence is ok, as long as non-verbal messages still show respect and interest Communication becomes blocked when: a person cant see, hear or receive the message, a person misunderstands, a person cant make sense of the message Reasons for misunderstanding a message: cultural influences, assumptions, labelling or stereotyping, social context, time, emotional barriers *Maslow's Hierarchy of needs! (key when thinking about emotional differences in regards to barriers of effective communication) Hearing disability don't shout, show pictures, written messages, learn to sign Language differences communicate using diagrams, use translator, do not assume or stereotype, increase your knowledge of jargon, re-word messages Intellectual disabilities increase own knowledge of disabilities, use pictures, be patient, ensure the person doesn't become isolated, use advocates Cultural differences increase knowledge of cultures, avoid assumptions, active listening techniques, be sensitive, look out for interpretations, calm environment -as a starter to the topic, as pupils to have a conversation with one another in pairs and analyse the strengths and weaknesses of the conversation - open and closed questions (Ask students to work within someone they don't usually work with.


They are told to create 5 closed questions to ask their partner to find out about them. When finished they feed back to the class. Then ask pupils to create 5 open ended questions, that ask similar ideas to the closed and ask pupils to feed back. Which form of questioning created the most response? ) -case studies on each table - assess what the barriers are to communication - incorporate the silence task, where students can only communicate themselves through writing ideas down (carrousel around the tables in groups) Advice and information to help you overcome communication difficulties with service users, from the United Kingdom Homecare Association By Kim Grove, head of resources and events at the UKHCA We communicate all the time, sometimes without realising it. Something as simple as a raise of the eyebrow, a smile or a frown can convey a clearly understood message from one person to another. Good communication is vital in social care. It enables us toPbuild relationshipsPwith service users and their family, develop relationshipsPwith fellow care staff, managers and other health and social care staff, provide clear information to service users and fellowPcare staff, and carry out appropriate reporting and recording.


Strategies for overcoming communication difficulties Face the person, maintain eye contact, speak clearly and address the service user by their preferred name; Use simple language, keep instructions simple and give simple choices; PListen without interrupting and don t rush the service user into a response. It is important that care staff communicate with the service user at all times. Saying hello and goodbye are equally as important as asking the service user for information about their condition, day, feelings, or consent to care and treatment. It may be the difference between the person feeling they have been treated with dignity and respect, and received high quality care and treatment, or not. When caring for someone it is important that you communicate as clearly and truthfully as possible. However, there are times when this might not be possible, but understanding some of the barriers that prevent communication from taking place may improve our communication skills. Health conditions and communication impediments Effective communication can be prevented by conditions such asPdementia, stroke, autism or sensory impairment, or cases where the service userPlacks capacity to make decisions. To overcome this, try to use different communication methods and repeat the communication several times. Check for understanding by asking questions. There may be communication impediments such as poor hearing, poor vision and speech impediments such as aphasia (inability to speak) that may make communication very difficult. Check to see what other communication methods might be appropriate, for example, photographs, pictures, or sign language.


Inaccurate information and lack of understanding When service usersPare given inaccurate information orP poor explanations, this can be very confusing and can hinder understanding of what is being said. To overcome this, ensure all the required information is available, or if the answer is not known, find out the answer and communicate this back to the person as soon as possible. A lack of understanding of service users can also create communication barriers. Empathy is an important aspect of caring for people and staff should try to understand things from the other persons point of view. Culture and language Translation services may be required but beware of using family members to translate as there may be problems with them communicating difficult issues, or issues they dont want their relative to know about, resulting in them giving different or inaccurate information. Anger If someone is angry about their condition or diagnosis it may be difficult to talk to them about their proposed care and treatment. Anger is a difficult situation to overcome except by acknowledging that it exists and offering to help when the person is ready to receive it. Verbal communication comes in two forms, written and oral. In social care we are often concerned with oral communication although, at times, we will need to leave written (or other formatted) instructions or messages for others and to record information accurately in care records. It is important that all significant communications are recorded and reported accurately and in detail so that all those involved in the care and treatment of the person and their family know what questions have been asked and answered, what decisions have been taken and what additional care and treatment has subsequently been organised. A.

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