1.1Identify the different reasons people communicate.
To get some manner or form of action.
To gather and exchange information.
To give advice.
To help understand.
In order to make informed choices.
As an explanation.
To express emotions such as fear or joy.
To express wishes and views.
To explain needs and wants.
1.2Explain how communication affects relationships in the work setting.
Effective communication demonstrates the ability to share and record information not only for colleagues and other professionals but for the user and their families and friends. By communicating effectively I am able to build a relationship with my service user, this will reinforce trust, understanding and empathy. To be effective it does not have to be written, the spoken word is a wonderful tool and most people will respond if spoken to, however, the way in which I convey information will change according to the person with whom I am communicating with. For example I will be more formal when communicating with professionals as opposed to the informal
approach when talking to colleagues or friends.
Being aware of each users abilities and preferred methods of communication is essential if I am to build a good relationship and fully understand what the user requires.
Effective communication can be taught and learnt and be very rewarding for all those involved, but it will depend on the quality of interaction, identifying different styles and methods, good record keeping skills and knowing when communication is successful. These elements affect all aspects of my work on a continuous basis.
2.2Describe the factors to consider when promoting effective communication.
There are many factors to consider when promoting effective communication, the way in which I like to approach and identify them are as follows:- •Environment-is it suitable for the way in which we are about to communicate, is there too much noise, is the lighting suitable and is the service user comfortable. •Personal space-I cannot always assume that all service users want to stand or sit close together, different cultures have different assumptions about how close people should be when talking and it can be very disrespectful to invade their personal space without permission. •Time-I like to establish how much time the service user has agreed to spend with me as well as letting them know how much time I think it will take to fulfill the task. •Body Language-This will convey to me many things for example, is the service user happy or sad, bored, relieved, surprised or anxious. By leaning forward slightly when talking I am showing the service user that I am interested, sympathetic and concerned. •The Face- This will reflect the emotional state of the service user for example, when they are angry their face muscles are tense with frown lines and a flushed appearance. By comparison when they are jolly their eyes light up, the mouth turns upwards in a smile, the shoulders go back and they appear more relaxed. •Eyes-Avoiding eye contact can indicate that the service user is shy and reluctant to engage in conversation. Dilated pupils show excitement where as a fixed stare may convey aggression. •Tone of voice-This is a quick and clear indication of how the service user is feeling at that time. I can identify and convey interest, boredom, concern, disbelief and other emotions. •Gestures and touch-I need to be fully aware of each service user’s cultural beliefs when using gestures or touch as it is not acceptable to all. It is very important that I check if they are appropriate to use and when.
Other factors to consider are:-
•The purpose of communication.
•What is the message?
•How would we like it received.
•What resources are required to convey the message?
•Has the message be received and understood?
3.1 Explain how people from different backgrounds may use and/or interpret communication methods in different...