QCF Level 2
Unit 4222-201 Introduction to communication in health, social care or children’s and young people’s setting (SHC 21)
Outcome 1 – Understand why communication is important in the work setting
1. Identify different reasons why people communicate
• People communicate so job the job can be done properly, by communicating this can also improve relationship and promote team work. At work I speak to my colleagues during work so the job can be done easily and efficiently. I think that speaking during working hours can improve working relationship and promote team work. I also speak to the clients during work hours so I will know if they need any help or assistance. By speaking to them I will know what food they would like to eat, what activities they want to do or if they want a male or female carer to help them during personal care.
2. Explain how effective communication affects all aspects of own work
• By speaking to colleagues in work, this will help improve my personal skills in communication and team work. This will lead to happy and productive working environment and can prevent conflict of opinions. I speak to my colleagues when helping an individual who needs two care staff so the job can be done efficiently and properly. I should also speak to clients during personal care to prevent them from being anxious and worried. I should tell them that they are safe and that there is nothing to worry about.
3. Explain why it is important to observe an individual’s reactions when communicating with them
• It is important that I pay attention to the client’s reactions when I speak to them because sometimes they may not understand what I am saying to them. Some clients have lost the ability to understand simple sentences and some requires time to process the words in their brain. I should talk clearly, slowly and calmly, this would make them feel comfortable and feel that they are being respected and treated properly. I should observe their reactions because sometimes if you say something to them, they might take it the wrong way and feel offended, if this happens, I should clarify and be more understanding to make sure that they are not angry or upset.
Outcome 2 – Be able to meet the communication and language needs, wishes and preferences of individuals
1. Find out an individual’s communication and language needs, wishes and preferences
• When I speak to clients, I should speak slowly and calmly so they will have the time to process the sentences that I have said. Before speaking to a new client, I should check their personal folder first and read their past medical history, by doing so I will know if they have speech problems or use sign language to communicate. When speaking to a client, I should be careful what words to say and refrain from saying my opinions because this might offend them as every individual have their own personal beliefs and values which depend on their culture, socio-economic status, sexual preference and religion. Some clients may also use a hearing aid, so I should speak to them calmly so they wouldn’t think that they are being shouted at.
2. Demonstrate communication methods that meet an individual’s communication needs, wishes and preferences
• When speaking to clients I should give them eye contact so they will feel that they are being listened to and I should pay my attention to them. By doing this, this could help promote working relationship and enable the clients to talk to me easily without worrying. I should also use physical gestures when speaking to them just in case that they don’t understand what I am trying to tell them as some clients have problems understanding basic sentences and words, especially clients with Alzheimer and Dementia. I should also maintain a calm body language around the clients so they wouldn’t feel scared or intimidated. I should also be...
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