1.1 identify the different reasons people communicate
To express needs and feelings
To share ideas and information
People communicate in order to establish and maintain relationships with others, to understand and to be understood. To give encouragement and show others they are valued. 1.2 explain how effective communication affects all aspects of the learners work Effective communication is a two-way process. When working as a support worker communication is a key, you need to be able to communicate with a wide range of people. Communication can be verbal, over the telephone, written notes, emails and text messages. Communication is very important in the work we do. Affective communication will help the lives of the s/u we look after; if we did not communicate then we wouldn’t be able to fulfil our duty of care. 1.3 explain why it is important to observe an individual’s reactions when communicating with them Observing is watching their body movements, the tone of their voice, the actual verbal response or the lack of it, and other signs they may be showing. Observing the person you are communicating with is important so you have an idea on whether the person is interested in the subject matter, to see if they are trying to lie and to see if they understand you. 4.1 explain the term ‘confidentiality’
Confidentiality means not sharing information about people without their knowledge and prior consent, ensuring written and electronic information cannot be accessed or read by people who have no need to see it. 4.3 describe situations where information normally considered to be confidential might need to be passed on Confidential information which has been disclosed by a s/u may need to be passed onto others if there is a risk of danger of harm to the s/u or others, or if abuse is suspected. It is important to inform the s/u that the information will need to be shared. Confidential information may also need to be disclosed in emergency situations. 4.4 explain how and when to seek advice about confidentiality You would need to seek advice whenever you are asked to disclose information about an individual. This includes information about both s/u and staff. Advice could be sought from your line manager.