1.1 Why do people communicate?
Communication between people helps to express feelings, opinions, information and ideas. In the Caring Profession communication ensures all the decisions being made are in the best interest of everyone involved. Clients communicate with support workers to ensure that their care is exactly what they want and need. People also communicate to help form and develop relationships. In the health and social care setting these relationships may be with service users, service users families, visitors or colleagues. Health and social care workers may need to obtain and share information about service users with colleagues or other professionals. They need to be able to communicate well to family members and the service user themselves about the care they are giving and how well it is being given. Effective communication can help to encourage service users to express how they are feeling, what they need and what their wishes or preferences are.
1.2 How communication affects all aspects of your work. Communication affects the work of a support worker in a variety of ways; including ensuring that the quality of care is to the highest standard possible. Support workers need to be able to communicate with their clients, understanding their needs and wants for their care. Family of clients may also need to express their wishes to the support worker alongside what the client needs. Support workers need to be able to communicate well with other colleagues so they are able to express any concerns or ideas that they may have, and be able to create ways of solving issues and problems. Team leaders of support workers need to be able guide their team through their work and help them deal with different situations. They need to be able to communicate well with their team to ensure all aspects of the job are completed. Communication helps a support worker to encourage a service user to express anything they are feeling, along with their needs, wishes and/or preferences. It helps a support worker to be able to communicate with other practitioners for example GP’s, mental health practitioners, about how well care is going, what changes a support worker may think need to happen.
1.3 Why is it important to observe body language of the person you are communicating with? Body language is classed as a type of ‘non-verbal’ communication. The way people sit, stand and walk are ways of the emotions we feel inside are portrayed. By becoming aware of body language it will make reading people’s emotions a lot easier. You can judge people’s reactions to a specific piece of information; by the way their body reacts. Observation of body language helps to understand the effectiveness of the communication; for example, whether they understood what is being said. Another example of body language during communication is if the other person is sat ‘lounging’ around in their chair is could mean that they are comfortable and feeling relaxed with you around. Their body language helps to determine how a service user is feeling about what has just been said, even if they do not tell you. You can also tell if you have used the appropriate language or whether what you have said has offended the service user.
1.4 Identify barriers to good communication
Good communication is essential to effective care and is particularly important to disabled people as poor communication can often lead to disabled people missing essential appointments and therefore treatment. When communicating with a person there may be a variety of different barriers that need to be overcome, these barriers are especially evident for support workers and their service users. Some service users may feel uncomfortable when someone is too formally dressed (e.g. suit and tie) they may feel intimated and unsure to how they are supposed to react. There may be a special communication barrier e.g. deafness, where another form...