Unit 501 Use and develop systems that
promote communication (SHC51)
1. Be able to address the range of communication requirements in own role 1.1 Review the range of groups and individuals whose communication needs must be addressed in own job role. The people that I deal with on a daily basis are staff, residents, relatives and multi disciplinary team members. The ways in which I communicate are by e.mail, on the phone, in person, 1-2-1 or in groups both formally and informally depending on the circumstances. These people come from a variety of settings, countries, education and qualifications/life experience. The age range is from 18-104 yrs. Some of these people may have sight, hearing or speech difficulties and find it hard to communicate. Some staff have difficulties reading or writing (e.g due to Dyslexia) as well as having cultural and language barriers. Many of our staff come from other countries, one of our residents is French. 1.2 Explain how to support effective communication within own job role. Effective communication involves ‘active’ listening and observational skills. It primarily involves passing and receiving information between two or more places in order to achieve something. I find it helpful to check that you or others have understood what is trying to be communicated. I ask for clarification if any areas are unclear. I am patient and understanding and look to the 'receiver' to give you acknowledgement and understanding either verbally and physically (by nodding/saying yes, smiling etc). I ask for the message or instructions to be re read or repeated back to me for secondary clarification if in any doubt. I try to ensure that what and how I am communicating is realistic and responsive to the 'receivers' needs (e.g explain slowly/clearly, use gestures, show the person, translate for them). I feel that if you are passionate and enthused in your manner, people are much more likely to be interested in you and what your are saying. Thus being much more likely in following what you ask. I try to be approachable and give time to others to respond to me. I am clear about details e.g time, place, route, reasons, people or equipment required etc. I like to be firm and focused and organised, people will naturally listen and be more inclined to follow someone knowledgeable and appearing to be in control and those that show an interest in the team around them. It is important to follow up (if required) by writing an e.mail or letter to confirm where necessary. I use diaries/organisers to plan and guide people. I hold regular meetings (team/relative meetings) and supervisions with people who live and work in our service. I try not be defensive, listen to others and give constructive feedback where needed either in planned sessions or ad hoc if the situation allows. I like to give praise and gratitude where appropriate and involve people in decision making processes when applicable (e.g at handovers or during care planning). I know that as humans, people like to feel important and be involved. Our staff receive a lot of training (mandatory/non mandatory) in order to equip them with suitable knowledge levels and to communicate in an ‘informed’ way. I feel it is important to be professional and lead by example and treat others as you wish to be treated. I aim to keep up to date on current affairs and policies and procedures in order to work in line with current best practice. 1.3 Analyse the barriers and challenges to communication within own job role. I work in a complex setting caring for staff complex needs that are also looking after residents/families with complex needs. These needs change regularly and need to be managed safely and effectively. Time can be a barrier as the environment is often very busy and fast paced. Stress at work or home can hamper your mood and your ability to concentrate. Staffing levels and skill mixes can increase complications with communication...
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