NVQ 5 Communication

Topics: Telephone, E-mail, Communication Pages: 9 (3317 words) Published: February 24, 2014

Level 5 Diploma in Leadership and Management
Unit 1. Use and Develop Systems that Promote Communication

1. Be able to address the range of communication requirements in own role.

1.1 Review the range of groups and individuals whose communication needs must be addressed in own role. 1.2 Explain how to support effective communication within own job role. 1.3 Analyse the barriers and challenges to communication in own role. 1.4 Implement a strategy to overcome communication barriers. 1.5 Use different means of communication to meet different needs.

Within my role there are many individuals to communication with. Staff range from therapists, recovery workers, finance department. Managers, Admin staff, Education and employment staff, HR department, Maintenance department. Outside organisations are: Care Managers, Probation and Police, Doctors and Psychiatrists and Mental health teams, advocates, social services, Supporting people and Care Quality Commission. Communication with service users, their families is paramount to my job role. Verbal communication within the organisation includes, Team Meetings, handovers, telephone calls, staff supervision, line management and training events. Electronic communication includes, e mails and texts. Other forms of communication are communication books, internal mail systems and notice boards Communication with clients include verbal communication, notice boards for appointments etc, telephone calls, body language, formal and informal communication, sign language, pictorial. 1-1 sessions and group work. Outside organisations include verbal communication by telephone or face to face, written reports, e mails, texts. Service users often come from destructive backgrounds which manifest in difficult and challenging behaviours. Most of the service users suffer with low self esteem and confidence, anxiety, depression, mental health issues. Staff need to be trained to communicate with service users appropriately. For example: Training in listening skills, motivational interviewing, solution focused therapy and working with challenging behaviour are among some of the skills staff are required to have. Part of the process of recovery from drugs and alcohol is to process the damage caused by their using. This can often result in aggressive behaviour which without communication training can be difficult to cope with. It is paramount that staff receive the training required to be able to deal with aggressive and intimidating behaviour. There are cultural differences to take into consideration. Service users from black and Asian backgrounds often come from the City. They find it difficult to fit in to a predominantly white rural area and struggle can with the language barrier. Employing staff from different cultural backgrounds can help with this type of communication. Staff gaining knowledge to work with ethnic minorities and matching service user with staff member can also ease this barrier. Addiction has its own “speak”. Understanding service user language/jargon can be difficult. This also has a flip side where staffs use of “jargon” can be difficult for the service users initially. Simply checking out your understanding of what is being said can help communication and also give me the knowledge to understand better. When using “jargon” it is helpful to ask if everyone understands what is meant, checking peoples understanding as some people will feel awkward speaking out and saying they don’t understand. Other organisation use “jargon” which can make communication difficult. It is important to ask if you do not understand others jargon. Service users may have come from prison, have a history of children’s homes or have generally been looked down on by society. This causes a power dynamic where they see staff as perhaps, police or significant people in their lives who they mistrusted. The issue of power between staff and service users can cause secrecy and the lack of trust. The...
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