Unit 501 - Use and develop systems that promote communication
1.1 Review the range of groups and individuals whose communication needs must be addressed in own job role
The purpose of communication is to share important information – as well as relatively trivial conversation – with others. Communication is a two-way process and involves active listening as well as speaking. Non-verbal communication, such as body language, is also vitally important. However, the most effective method of communication will differ in different situations. When dealing with another manager I would tend to use a variety of media such as spoken word, text message and email. When dealing with care workers language needs to be more straightforward with clear instructions given, usually in a similar way (text message, spoken word, email). On the other hand, when dealing with service users and their families politeness is of the utmost importance. Communication would normally be done by telephone or occasionally face to face. When dealing with medical staff, social workers, etc. it would be usual for more technical terminology to be used. This would usually be done by telephone.
1.2 Explain how to support effective communication within own job role
Considering interviewing as part of my own job role, clear communication is very important as there is a lot of information which I need to receive as well as to give. It is important to put the interviewee at ease as any such formal meeting can be intimidating. In my role as deputy manager it is important to have good communication skills in order to develop positive relationships. I need to communicate well with service users and their families, as well as with carers and other professionals. I use different forms of communication in my job role such as telephone, text message, email and face to face. Good communication skills are vital in my role as they help to:
Develop positive relationships with service users and their families.