Communication

1. Communication K. Nichols 2013 Task 1

2. We communicate: • To make relationships • To maintain those relationships • To pass information • To meet our needs • To develop and maintain our self concept • To work effectively • For our happiness K. Nichols 2013

3. So what’s different about communicating in care settings? • We need to make professional relationships • We need to obtain and share information about service users, sometimes by using special methods • We often need to put our own needs to one side and focus on meeting the service users needs • But our communication at work still affects our self concept and happiness. K. Nichols 2013

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5. Calming people who are experiencing strong emotions Problem solving Welcoming people Oral communication Establishing professional relationships Clarifying issues K. Nichols 2013 Asking for information Providing emotional support Carrying out interviews and assessments Explaining issues, policies and procedures Building an understanding of another person’s life Exchanging ideas/learning new ideas Building a sense of trust

6. Problems with....... K. Nichols 2013

7. POP QUIZ- write the answers in your yellow booklets Q1- What are the 4 forms/ways we can communicate? Q2- a) Write a sentence for that demonstrates formal communication. b) Name a place/person who you would use this form with Q3- a) Write a sentence for that demonstrates informal communication. b) Name a place/person who you would use this form with K. Nichols 2013 Q4- Give 3 reasons why we communicate. Q5- List 1 positive and 1 negative about communicating one-to-one Q6- List 1 positive and 1 negative about communicating in a group ***When you are finished, please close your book and get our your homework and any worksheets from class before the holidays. Please have your planner out and open to today’s date (15.04.13)***

8. POP QUIZ- write the answers in your yellow booklets Q1- What are the 4 forms/ways we can communicate? -Verbally -non-verbally -written -technology Q2- a) Write a sentence for that demonstrates formal communication. b) Name a place/person who you would use this form with -Answers may vary Q3- a) Write a sentence for that demonstrates informal communication. b) Name a place/person who you would use this form with -Answers may vary K. Nichols 2013 Q4- Give 3 reasons why we communicate. -To make relationships -To maintain those relationships -To pass information -To meet our needs -To work effectively -For our happiness -To develop and maintain our self concept Q5- List 1 positive and 1 negative about communicating one-to-one -Answers may vary Q6- List 1 positive and 1 negative about communicating in a group -Answers may vary

9. Why do service users and care workers communicate orally? • To give information • To obtain information • Exchange ideas • Meet physical needs • Meet intellectual needs • Meet emotional needs • Meet social needs Fill in the following spaces on your describing wheel. Turn the page over and for each section on the back you must give the who what why where, when and how these oral communications work in a health and social care setting (nursery or retirement home) K. Nichols 2013

10. Verbal Skills • Listening • Open questions • Closed questions • Paraphrasing • Clarifying/Summarising Not talking, concentrating on what is said A question that can’t be answered with yes or no. K. Nichols 2013 A question that can be answered with yes or no Repeating back what the person has said using their own words/phrases Repeating back what the person has said in a different way Examples for team points!

11. Non-Verbal Skills • Eye Contact • Facial Expressions • Hand movements • Head movements • Proximity • Signs, symbols, pictures • Posture • Appearance K. Nichols 2013

12. Assessment Activity P1/M1 • P1- Identify different forms of verbal and non-verbal communication • M2-Describe different forms of alternative communication for different needs, using examples from health and social care. • Use the case study on your assignment sheet and on the next slide to help you complete this assessment K. Nichols 2013

13. Case Study SCENARIO: • You are a volunteer at the Brookside Residence for young adults with severe learning disabilities. • Several of the young adults have a hearing impairment, three use English as an additional language, two have visual impairments and one resident is without speech. •  The manager has asked you to produce some materials for new staff on the different types of communication used within the residence. K. Nichols 2013

14. What to Include in your Leaflet/booklet P1- A leaflet/booklet which describes the different forms of verbal and on-verbal communication which are used in the setting and explains the advantages and disadvantages of each form when used in a) 1-1 interactions and b) group Interactions M1- Add more to your leaflet/booklet which describes the different forms of communication which would enable residents, staff and volunteers to communicate with each other M1- Your leaflet/booklet must also include an assessment of how effective each one would be in enabling communication. **REMEMBER** • this is a leaflet to inform others, don’t write as if your talking to a friend, make it professional and informative. • Make it easy and enjoyable to read- add pictures and don’t have your writing too close together. K. Nichols 2013

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16. Environmental Factors • Noise – Background or sudden, external • Heat – too hot or too cold • Lighting – interrogation bright light or too dull and intimate! • Ventilation/Heating- to hot or too ocld. • Space – too small room or large open area, lots of windows • Interruptions – other people coming in the room or the interaction • Room set up; positioning of sender and/or receiver, seating etc • Relationships- handed the card back rudely- too informal • Physical influences- language barrier, speed tone (Pace) K. Nichols 2013

17. Meeting Needs of individuals • Special Needs – specialised communication not used eg. Braille • Cultural Differences – HSBC advert, something’s can be offensive • Misunderstandings – no clarifying, misinterpretations, confusion etc. • Appropriate language – formal, informal, street language, foreign language etc • Not empathising – not reassuring, giving extra time, comforting distressed individual • Poor previous experience - stereotyping K. Nichols 2013

18. Barriers… • What is a Barrier? • A Barrier is something that “gets in the way” or stops another thing from happening K. Nichols 2013

19. There are 3 main ways in which communication can be blocked… • If a person cannot see, hear or receive the message; • If a person cannot make sense of the message; • If a person misunderstands the message. K. Nichols 2013

20. An additional Barrier can be…Listening Skills Can be external or internal; • External (e.g., noise, an uncomfortable temperature or seating etc); • Internal include a variety of conditions or reactions within the speaker or listener, such as: • -Emotional interference. • Defensiveness. • Hearing only facts and not feelings. • Not seeking clarification. • Hearing what is expected instead of what is said - Stereotyping K. Nichols 2013