Communication Skills

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Communication skills

There are many different types of communication skills used in care settings. They are used to support and value the service user; by using different skills it can make the service user feel more comfortable within the care setting. In this piece of work I will be researching four of them in detail; these are tone, pace, eye contact and body language. It is statistically proven by Albert Mehrabian that 7% of messages relating to communication is through speech, 38% of messages relating to communication is portrayed through tone and 55% of messages related to communication and 55% of messages related to communication is through facial expressions is through facial expressions.[1] I will look at how they are used in care settings, why they are used and when. ToneTone is defined as the quality of a person’s voice. The qualities consist of the pitch, volume and characteristics of the voice. The manner of speaking also affects the tone and the way the words are perceived by the person being spoken to. The tone of voice is very important when trying to portray a message to the service user, different types of tone can illustrate emotions or opinions. A harsh and loud tone of voice can show anger whereas as soft, soothing tone of voice can illustrate pleasure or happiness. When asking a question the pitch if the tone rises towards the end of sentence which is understood by people to be a question.[2]The tone of somebody’s voice can influence people’s perceptions of them. A confident perception would be made up by the fact that the tone of the speaker is clear and strong whereas somebody who may be perceived as being weak or timid is because their tone of voice is of low volume and in a soft manner. If somebody is perceived as ‘monotone’ this means people may think they’re boring. For different types of jobs, different types of tones must be used and people can learn to speak in such tones.[2] The tone of voice is used in many different situations in everyday life, the tone of voice will be changed for the different type of audience. In a care setting, such as my placement at a nursery the tone of voice used by the teachers is very important as it can have a major impact on how the child reacts and behaves when spoken to.To get a better understanding of why the tone of voice is very important, I decided to ask the nursery nurse at my placement 'tollgate nursery' a few questions on why she thought the tone of voice was important when dealing with the children, when she would use this type of communication skill, why she feels using a different tone with different situations was important with the children and how effective it was as an overall. To start, the nursery nurse said that when dealing with children, using a different type of tone for different situations allows the child to understand what is wrong and right as they begin to associate the tone of voice used different types of emotions and then realise that a stern voice means they have done something wrong, whereas a high pitched, merry tone is praising there. They also begin to learn how to use different types of tones and this develops their English skills. The tone of voice is very important as using a negative tone of voice can result in the children being unruly and even taking a disliking to you. When dealing with a child who is being told off for doing something naughty, using a tone that is assertive and loud can be understood by the child to doing wrong whereas when praising them, she said she uses a soft and high pitched tone which the children have learnt is associated with doing good. She carried on by saying using a tone of voice that can be seen as assertive yet isn't scary towards the child can have benefits when telling them off as if a loud, angry tone is used the child will go on the defensive side and then once they have taken this attitude they are less likely to listen and respond to what is being said. Using a calm tone of...
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