Promote effective communication with, for and about
Elements of Competence
Identify ways to communicate effectively
Communicate effectively on difficult, complex and sensitive issues Support individuals to communicate
Update and maintain records and reports
About this unit 1
For this unit you need to identify ways of communicating on difficult, complex and sensitive issues; support others to communicate and update and maintain records and reports.
The scope is here to give you guidance on possible areas to be covered in this unit. The terms in this section give you a list of options linked with items in the performance criteria. You need to provide evidence for any option related to your work area.
Communication and language needs and preferences: the individual’s preferred spoken language; the use of signs; symbols; pictures; writing; objects of reference; communication passports; other non verbal forms of communication; human and technological aids to communication. Difficult, complex and sensitive communications are likely to be: distressing; traumatic; frightening; threatening; posing a risk to and/or having serous implications for the individuals and/or key people; communications that might be difficult to understand and assimilate; about sensitive issues including those of a personal nature.
Extra support can include the use of: key people; interpreters; translators; signers; speech and language therapists; specialist equipment to aid the individual’s communication abilities.
Key people include: family; friends; carers; others with whom the individual has a supportive relationship.
Your knowledge and understanding for this unit will relate to legal requirements and codes of practice applicable to the scope of your work and others with whom you work; the nature of the work you are undertaking; your role and level of responsibility within your organisation (e.g. whether you have responsibility to support the work of others); the individuals, key people in their lives and others with whom you are required to work; and the degree of autonomy you have for the management of your own work activities. Values underpinning the whole of the unit
The values underpinning this unit have been derived from the key purpose statement 2 , the statement of expectations from carers and people receiving services, relevant service standards and codes of practice for health and social care in the four UK countries. If you are working with children and young people they can be found in the principles of care unit HSC34. If you are working with adults they can be found in HSC35. To achieve this unit you 1
The term ‘unit’ is used in this report to refer to each separate standard within the NOS suite The key purpose identified for those working in health , social or care settings is “to provide an integrated, ethical and inclusive service, which meets agreed needs and outcomes of people requiring health and/or social care”
Final version approved August 2009
must demonstrate that you have applied the principles of care outlined in either unit HSC34 or HSC35 in your practice and through your knowledge. Key Words and Concepts
This section provides explanations and definitions of the key words and concepts used in this unit. In occupational standards it is quite common to find words or phrases used which you will be familiar with, but which, in the detail of the standards, may be used in a very particular way. Therefore, we would encourage you to read this section carefully before you begin working with the standards and to refer back to this section as required. ________________________
Working in a way that recognises that people have a right to take part in the activities and relationships of every day life as independently as they can, and so supports them by
helping only with what they really cannot do for themselves
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