Health and Social Care Qcf

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Unit 4222-301
Promote Communication in health, social care or children’s and young people’s settings

Outcome 1
Be able to understand why effective communication is important in the work setting

1.1 Identify the different reasons people communicate
To express needs, share ideas and information, give reassurance, express feelings, build relationships, socialize, ask questions and share experiences.
 People communicate in order to establish and maintain relationships with others, to give and receive information and instructions, to understand and be understood, to share opinions, knowledge, feelings, emotions, to give encouragement and praise.

Communication is an essential tool a carer can use to meet the needs of their service users.  It is a basic requirement of my job role to communicate with individuals and their families or other members of staff on a daily basis. Communicating with other staff members ensures effective team working and continuity of care. It also ensures any health and safety issues are recognised and reported. All staff are able to log in the Communication book, thereby keeping other staff informed and aware of current situations within the workplace. Service Users communicate with carers to express their needs and preferences and to ensure they are met. As a carer I would discuss the options and choices available to the individual to allow them an informed choice.

1.2 Explain how communication affects relationships in the work setting.

Communication is essential to all parts of work and is an essential skill for workers who want to do well in the care setting. This communication can be between Staff or Service users and staff. Effective communication will make worker’s role work efficiently and will enable them to develop their role as a Support Worker working with Service Users

Effective communication will develop the following:
  * Relationship with Service Users
  * Relationship with Colleagues
* Relationship with Parents:

Outcome 2.
Be able to meet the communication and language needs, wishes and preferences of individuals

2.1Demonstrate how to establish the communication and language needs, wishes and preferences of individuals

2.2Describe the factors to consider when promoting effective communication Verbal communication:

Tone and pitch of your voice, does it suit the situation or topic? A louder more direct communication maybe required if trying to get the attention of a Group of service Users. However this would not be suitable in a situation whereby a service user is upset say for example if they have wet themselves and are embarrassed, this would need a quieter and understanding tone to reassure them.

Use of language is important, when talking to some particular Service Users you need to keep things simple, as large amounts of information can be too much to digest, however if you’re talking to an adult using very simple instructions this may be deemed as patronising, so it is important to choose your language carefully.

The speed in which you talk is also key. When talking to residents if they are in a sitting position I tend to sit next to them so at eye level and I talk to them at a relatively slow speed, this way they are more likely to understand me more than if I was walking around or towering over them talking.

Non-verbal communication:

Facial and hand gestures, again this needs to be tailored to the situation or topic. In the example above, a smile and perhaps a hand on their shoulder is sufficient to the situation. Where by frowning and waving arms as if annoyed would be detrimental to the feelings of the resident.

Eye contact is an important factor as this engages the service user and keeps them focused on what you are discussing. By making eye contact you are directing your conversation at that specific person, demonstrating that you are devoting your time and are not able to be distracted as if you would by...
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