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SHC 21 Introduction To Communication In Heal Paper

1. 1 Identify different reasons why people communicate The reason why people communicate is mostly to convey the emotion they feel. Emotions such as anger, love, joy, fear and pain. It is also important to communicate so that you can express your ideas and thoughts and to also experess your needs feelingd, preferences anmd wishes. This is so that clients canm be encourages to express their thoughts and feelings so that you can care for them to the best of your ability. Clients will tend to communicate their thoughts and feelings to you if they trust you and have a secure relationship with you.

Another reason why people would want to communicate is to get their views acress to another person or epope or giving information to someone or expressing their wished. Communication is also essential when you want to communicate essential information. For example where a person has been injured so they can get help. Other circumstances for cimmunicationg when you are trying to get information is if you have to share information with the family of the client about their condition or the care they are receiving or services and facilities that could be useful for the client.

It5 is also important to communicate with other staff asbout information to do with the client so that everyonr is up to date with the clients condition. Communicationg is also an important way to improve quality of life because the person is able to communicate their feelings with others. Communicationg is also important for building emoptional contact with other people such as schools and colleges, people in your neighbourhood, in work settings at activity or interests groups in commercial settings, with families or when using professional services.

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Making and developing relationships is another reason to communicate with others. When making new relationships having positive body language and positive speech and speaking manner will create a good first impression which is the basis of a good relationship. And also when developing relationships you can maintain and build upon the good first impression by being interested in what the other persons interests are and how they are feeling and in what they are doing.

This will cause the client to feel secure and comfortable and secure anmd will build trust between you and the client. Another reason for communication is for giving and receiving support. Thius is good for building the self-confidence of the client. Especially if they are in a vunerable position. Ways this can be done is by praise and positive toucgh and by giving positive attention. In some care settings ways this is done is by having appraisals, running support groups and having staff meetings. This will also help carersd because then they can get feedback about their performance. When communicating with these different groups the type of communication differs.

For example with your family you would have a more personal communication and with those in the outside world such as work colleagues or those in a shop you would have a more impersonal communication. The formality of communication can also differ according to the situation. For example you could be more informal with your friends and more formal with your boss. There are also 2 main types of communication. Verbal and nin verbal. Verbal communication is when you communicate with somoen via written words or spoken words. The othjer tyope of communication is nin verbal and this is when you communicate with someone via body language such as touch, gestures and eye contact.

In our line of work it is important to develop effective communication skills so that we can maintain any relationships we develop with our clients. Communication tends to happen in a circle. First of all an idea that you want to communicate occurs. For example whether you are thirsty or not. Then the message is coded anf that means you are trying to put the idea ina way that ther other person will understand. For example saying it or using hand gestures. Then the message is sent. This means that now you have communicated your idea by either saying you are thirstyu or using hand gestures.

The message is then receives by the other person and then decoded. Tjis means that the other person has received your message and is deciphering the mssage. For excample if the person whio says they are thirsty, uses hand gestures and you are trying to figure out what they are trying to communicate. Then the message is undersood by the other person and tthey carry carry out what task was communicated to them. For example if the person has communicated that they want a glass of watwr by hand gestures then you understood that message and you are able to give them a drink of water,.

Then after that the communication cycle will start again. An example of this in my work could be that when I go to a new client who cannot communicate by their words I will try to encourage them to communicate with clear hand gesture. I will also try to make a very good first impression so thatthry will be bale to trust me and I could possibly look for different ways for them to communicate, possibly using picture cards so thay can get their points, views and preferences across 1. 2 Explain how effective communication affects all aspects of own work Effective communication is needed in our work to be able to convey information properly from one person to another.

People that you would need to communicate with would be visitors, my assessor, teachers and tutors, medical staff, social workers, managers and supervisors, colleagues and service users. However in different situations the way this information is communicate will need to be different to fit that situation. For example if you were looking after a client and they were to fall ill then when you are conveying that information to your manager you are likely to communicate that information in a formal way. However if you were to communicate that information to their relative you are likely to be a bit more informal but very caring and gentle when giving that information to the relative.

In general when you want to effectively communicate with someone you should get their attention first so they can receive your message. It is important to be clear and direct when you are delivering your message so that the message cannot be misunderstood by the other person or people. You should make sure that your communication is appropriate for the person you are talking to. For example when communicating with a child you would probably use simple terms.

While communicationg with an adult you wouldn’t use slang. Using empathy when you communicate with someone . Thjis si so that you can understand the other persons point of view and to understand that waht you say to the person could affect them. Listening is also an important communication skill so when you are communicating with someone it is important to listen to them carefully to understand what they are saying. Having good non-verbal communication is also important. So having open body language as in not crossing your arms or sitting back like you ae not interested are examples of bad and closed body language.

Also at the end of a conversation you should also try to repeat back to the person waht they said summarised so you can check that you have received and understand the message they have given to you. When you are working with a client you should do all the things stated before to show that you are effectively communicating with your client but you should also make sure that when you are talking to the person you are talking to them at eye level and not down to them because otherwise you could be patronising to the person.

The language you use should be simple and in short sentences so they can understand quickly. Also making sure there is enough time for the client to understand and respond. This is so that they have understood waht you have said and maybe give consent for a task if possible. It is also important that when your client responds that you are attentive to waht they say and patient so that they can say waht they want to say without you interrupting or trying to speed thme through waht they are saying. Being aware of the other persons body language can sometimes tell you more that waht they are actually saying at times. In your own body language having positive facial expression can also help when someone is talking to you.

If possible or needed then having simple pictures or leaflets may be more effective when trying to communicate a message. Also if needs be then having translated leaflets could be helpful especially if your clients first language is not English. If you want clients to be encouraged to communicate with you then you should be patienct when listening and consistent and respectful when using your communication skills for would be with visitors and relatives.

When communicating with this group it would be helpful to communicate with them using the skills noted previously and also making sure that you establish a good rapport with them so that communication can be easy and free flowing. Aklso using proper titles when addressing someone shows respect. For example saying Mr John instead of Patrick or Dr Smith instead of Hannah. It is also important to respond quickly to the person and in an appropriate manner. This could be contact made in person, by email or on the phone.

It is also to keep confidentiality as a top priority. Becasue the relatives or visitors may not want information about the client to be be just given to anyone. When talking to the relaives and visitors of the client it is important that you are respectful, consistent and professional. This is so that they will respect you more and feel confident in your abilities as a carer. This is so that they are confident about being ablr to communicate their wishes, needs and preferences when it comes to care. When communicating with other colleagues it is important to follow the communication skills mentioned previously and you should also respect your clients abilities and skills and the professionalism.

Also if you were to disagree about something with your colleagues then you should be constructive and polite when doing so. If something isn’t clear then asking questions is important or if they do not understand then I should clear up any misunderstandings. Ehen you want to talk about anything private then be respectful and dsicuss private matters in a private place. Also you could ask your clients to check the language of any written communication. So that the language is correct and appropriate and profressional. When communicating with your colleagues then you should be friendsly but professional so that a good working relationship can be established.

The mmain goal for maintaining good working relationships with your colleagues would be so that you can promote the wellbeing and health of the people you care for. As you work your communication skills will improve and other ways you can promote them is by observing others and their communicating skills. You can also learn by asking for help and getting advice from more senior carers and mangers. An example of this in my work could be that is I had to communicate where one of my clients is feeling depressed then when talking to the client.

I would be respectful and empathic about my approach when talking to them making sure that I have open and positive body language so that they can confide in me. When I would talk to the relatives then I would also do this and talk in a private area so that only they know and when I would talk to a client who needs to know about the information then I would do all of this and make sure that my approach is professional 1.

3 Explain why it is important to observe an individuals reaction when communicating with them It is important to observe someones body language when you communicate with thyem because most of waht you receive from communication is from body language. It is also helpful when you are communicating with someone you could observe the effect of waht you are saying had on on the other person through their body language. For example not only from the way someone is speaking can you tell how they are feeling from their gestures, facial expressions, body language, dress and position. When looking for signs of non verbal communication you should look at the face first because it would give the most information.

Especially the eyes which will give the most expression. How over eyebrows and the mouth can give expressive information as well. For example is someone looking aeay from you or avoiding making eye contact. Or are they fidgeting and trembling. This could indicate that they are distressed about something. Or if this is the reaction to something that you have said this cpuld mean that waht you have said has upset them. Reading the facial experessions would be very helpful especially if the person cannot communicate verbally. Body language can also be indicative for example is somoen tense or relaxed when they are talking to you.

Is their head up or down when they are talking to you. Negative body language such as someone who is trembling with their head down indicates that they feel bad about waht they are goig to say or are they reacting to waht you hae told them or if you have approached them badly. Hand gestures as well can give an indication of how the person is feeling for example if someone puts their hands down by their side while talking to you then they are likely to be ok but if they are wringing their hands or they are fidgeting then it is likely that they are nervous or worried about something or waht is being said.

It is important that you mind your own body language because most of waht you communicate does not come from waht you say. Instead in a recent study it has been fond that when communicating 55% of waht they receive came from facial expressions 38% came from the tone of voice and only 7% came from waht you actually said. And if someone saw a difference between waht you weresaying and ytour facial expression people would be more inclined to belive your facial expression.

So keeping this in mind when communicating with someone will help. When communicating with others it is important to keep eye contact because out of your facial expression your eyes communicate with the other person the most. However staring too much can be seen as aggressive or disconcerting and to avoid this you can look away conce ina while how ever you shoul avoid looking around the room too much because to the other person it would deem like you are not giving them your full attention. Being aware of your own and the other persons body language is important as well.

This way you can guage the response of waht you are saying to the other person. Using youch could be a good way to communicate and comfort someone and to show how you are empathic about their feelings. Such as a touch on the arm or a hand on the back. You should always sit where you can be seen. This is so that the other person will be able to hear and see you talk so you can communicate effectively.

Also if you are sommunicating with each other standing or sitting a suitable distance from each other. Not so far that it seems that you don’t want to communicate with the person but not so near that you invade somoens private space. In times when you may want to touch someone so you can comfort them you would have to think carefully about it before you do it.

For example ou shouldn’t just touch someone just because you cant think of anything to say in the situation. You should do do if you feel it will be a comfort to them. However in some situations touching may not be appropriate for example if you are a male a female amy not appreciate if a male touches them. Age is also another factor. An older person is more likely to be conservative and may not appreciate touch while a younger silent may not mind so much. Culture is another factor you should take into account when you wamt to touch someone.

Someone that comes from a culture where touching someone who is not a part of your immediate family is frowned upon then touching them would br a bad idea. You ave to make sure it is appropriate to do so in the first plac. Gestures such as hand gestures can also help when communicating with someone, this can cometimes help to get your point across better. Also being aware in a conversation can help with communicating with someone. For example being aware of my actions and the other persons action. This could give an indication if they are losing interest. This is good because then you can observe feedback from the conversation you are having.

This way you can check that the language you have used is appropriate. You can also check feelings of the other person you are talking to, to see whether waht you are saying is affecting them. You can also check that waht you are saying is in an effective form that they understand and you can check that the person has understood waht you have said. An example of this in my work could be me trying to comfort an elderly client who had just had a pet that has died. I could comfort them using a low soothing voice and using touch to comfort them.

Making sure I observe and take into account their verbal communication such at the things they say and non verbal communication such as hand wringing which denotes distress 3. 1 Identigy barriers to effective communications One barrier to communication is using abbreviations. In certain lines of work using abbreviations may be very easy and quicker especially if you have to give information quickly to other people and they have to receive the information quickly. However not all people will be able to understand the abbreviations. And this will be a barrier to people who are not in that line of work who may want to get the information needed.

For example if a doctor was talking to their patient about some test results then if they were using abbreviations and acronyms to describe these test result then the patient will not be able to understand and thus is a barrier to communication. Also using technical jargon may be a barrier to communication because not everyone will be able to understand the technical terms. For example if you were getting your laptop fixed and the technician was describing what was wrong with your laptop using technical terms then you wouldn’t be able to understand and hat is a barrier to communication because you are not able to understand them. Other barriers to effective communication is being in a noisy environment.

This is a barrier to communication because when you arein a noisy environment then you will not be able to hear what the other person is saying. It is likely that if you are in a noisy environment then it is likely yo be busy. You wont be able to effectively communicate if you are being distracted by other people or if there are alot of people in your way so yo wouldn’t be able to pick up any non verbal communication either. Other environmental factors that can be a barrier to effective communication.

Other environmental factors such as poor lighting can hinder communication like body language or non-verbal communication because others may not be able to see you properly. Also is an environment is too hot or cold then that would be a distraction so you would not be concentrating on the other person you are communicating with . Another barrier to effective communication is having unwelcoming or either poor body language considering that most of waht you receive as a message from another person is mostly as a nin verbal message. If that non verbal message is very unwelcoming then you are not likely to want to talk to that person even if you both have something of value to say.

This is a barrier to communication. Another example of a barrier to communication is if the other person is too far or invading your personal space. An example of this could be that a carer is talking to a client who is hard of hearing from the other side of the house. This is a barrier to communication because they are not able to hear the carer and are not able to communicate back. Also if there was a client who doesn’t like anyone in their personal space then the carer always stands too close to them to speak then thr client is not concentrating on waht is being said rather they are concentrating on the fact that someone is invading their personal space.

Another example of a barrier is mot giving the other person enough time or chance to speak. For example if a person was being bossy then they are likely to want only their point being put across. They could end up talking over other people as they don’t have a chance to talk or cutting other people off so that they don’t have time to talk. Another barrier to effectively communication is if someone is at a different developmental stage then you.

This could be someone who is of a different age from you. For example you wouldn’t use complicated words or technical terms with a child. Another type of barrier to communication is if someone has a disability. Such as a hearing impairment or autism. This is because the other person may not be able to understand what you are saying or be able to receive the message in the first place. They may have difficulty in interpreting the message. Another communication barrier is cultural differences or language differences. If you are not able to speak the same language as someone else then you will not be able then you will not be able to communicate effectively.

The same with cultural differences. A gesture such as a thumbs up can bbe seen as a good thing in our culture but can be seen as obscene in other cultures. Dialect is another communication barrier. In some parts of the country there are different ways to say the same thing and some people who are not from that part of the country then they might not understand what you are saying to them. Another barrier to communication is if someone is in emothinal distress or haing health problems. Tf they are in emotional distress they are less likely to want to talk to someone or to receive messages.

Or if someone has had a stroke they may have trouble communicating with others clearly. Some people who are uncomfortable with theor disability such as people who have probably had a brain injury may be less likely to want to join into converstations. When dealing with barriers. It is better to plan ahead to tackle them instead of dealing with them as they arise because if you tackle them as they arise you may feel that the other person is not communicating because they are unwilling instead of unable An example of this in my work is when I had to care for a client who was bed bound with a stroke.

His stroke has made it that it was difficult for him to get out a sentence and it would take him several tries before the sentence was understoodAnd in these situations I found that I was talking to the other more experienced carer who would have had more of an indication of waht the client was saying instead of listening again to the client. 3. 4 Identify sources of information and support or services to enable nmore effective communication If there is a communication barrier that you may not be able to overcome at the paint of contact with a client then you may need to talk to someone with the expertise to help you.

For example if a person has problems being able to control their facial muscles, tounge or thw ability to produce or control noises then a speech and language therapist would be needed. They would then be able to give the person a sound board which would be able to sound out letters and say words and sentences that the person wants to say. If the person speaks a different language then an interpereter would be needed and if one cant be found then the embassy of the persons country of origin will have a list of interpreters available.

In your place of work your manager will be able to contact them and other organisations that will have a list of interpreters will be social services and the police. In cases where the communication barrier is down to the person being deaf, blind or both then contacting the national registers of communication professionals working with deaf and deafblind people or the NRCPD would be helpful. Thaier register contain interpreters such as note takers, sign language interpreters, lip readers and deaf blind communicatoers who will be able to communicate with people who are deaf, blind or both more effectively then you would.

The register can be also be accessed on the internet through their website which is nrcpd. org. uk. If the communication barrier is down to illness such as alzheimers or stroke then there are specific organisations that will have expert advice about communicating with people with these conditions there are many organisations for all types of conditions. For alzheimers, the alzheimers society will have the details on how to communicate with people with alzheimers.

Information on alzheimers can be found www. alzheimers. org . For stroke, the stroke association will have details on how to communicate with people who had a stroke. Information on strokes can be found at www. stroke. org. uk. Other cources you can use when you want to have a more effective communication are your mentor who will have a list of sources to use when you would like to improve your communication with your clients or your supervisor. Other more experienced or senior colleagues will also be good sources to enable more effective communication.

A clients relatives will also be able to give tips on how to communicate with the client themselves if they are not able to say so themselves. Profrssionals such as specaila needs teachers and psychologists will also be sources you can use if you want to communicate more effectively with your clients who may have special need ot are more willing to talk to a psychologist. An example of this in my work was when I had a new client who didn’t speak englaish. So the other carer that was with her spoke her language and was able to communicate her needs with me through the other carer.

4. 1 Explain the term confidentiality Confidentiality is the ability not to share information with people who don’t need to know the information. And if you want to chare the information then you should ask the person themselves or from their relatives, managers or other carers if they wan the information shared. Also its making sure tghat any recorded information electronically or written information is kept securely. The role of the carer when it comes to maintaining confidentiality is to make sure that information disclosed to other people are the people who need to know the information after you have gottern the permission to disclose the information from the person themselves.

It is also the carers duty to make sure that any information abour their client is kept private. It is important to keep confidentiality so that you can maintain someones safety. If someones information is compromised then their safety is in danger. For example if someones financial details are not kept confidentially then when someone gets a hold of that information then thery could explot their financial affairs. Another reason why you should maintain confidentiality is because if you had a clients information that you didn’t keep confidentially then they would not trust you and further down the line this could cause problems especially if they have a problem that needs to be confided in someone.

And since the carer is the person who is likely to be around the client the most then they would be the person most likely to be confided in. And information has to be kept confidentially is because if it isn’t then the persons self esteem is likely to be affected because they wouldn’t feel valued if their information isn’t valued by it being shared with others. There are also legal; requiremebnts for confidentiality. The data protection act 1998 states that information must be kept securely and confidentially if it is sensitive information that pertains to someone.

Also if a service is to be professional then one of the things they have to do then one of the things they have to do is to make sure that the information they obtain is kept confidentially. This increases confidence in the company so that people feel that they can do their job properly. Industry regulators also lay down requirements that companies have to follow when it comes to keeping information confidential. Your workplace will also have a confidentiality policy whuich will set out the rules and procedures of the organisation abour sharing sensitive information.

Also some workplaces will make you sign a confidentiality agreement at the beginning of your emplayment. An example of this in my work could be that if I was given the information for a new client then it is my responsibility to make sure that the information givenm to me is kept safe and that no one else can access it. It is also my duty to make sure that I don’t discuss the information with anyone else so that my client can feel that they trust me.

4. 3 Describe situations where information normally considered to be confidential might need to be passed on If an ombudsman, a public officer who investigates complaints aboyut poor service or unfair or improper actions from public services, a tribunal or a court wants the information thern they can get it although it is better to get the consent of the person whos information is being requested. When the persons information is being requested then it is better to inform the persons quickly as possible. Other cases where confidentialityu may be overridden is when the safety of the public is at risk. For example if there was a person who was HIV positive and was intentionally giving blood and if they don’t disclose that information themselves then that information can be requested withoutnthir consent.

Another situation where information can be requested without consent is when a serious crime is being investigated for example a murder by someone who is mentally ill thrn the police can ask for information. However it is only a senior ranking officer superintendant or above who can request information. Anyone below that rank you don’t have to give information to. Another reason why confidentiality may need to be broken is when information has to be passed onto a professional such as a practitioner or for an assement or for specialist support by people who are not on your team.

If these people aren’t given the full information thern they wouldn’t be able to do their job properly meaninf that the client wouldn’t be able to get the care that they need. Other cases where confidentiality mayu need to be overridden is when you would need to tell a manager or a senior carer about what I have seen or been told. Another case where confidentiality may be broken is when a court or a mental health act tribunal or another statutory organisation asks for information about someone. Another case where confidentiality may be bypassed is when you lose a person.

For example if an 18 year old was to go missing because they had a mental illness then maybe talking to the local news or local newspaper will be helpful because a lot of people will be able to spot them faster than you could by yourself and before they get hurt. Another situation in which you would need to override confidentiality is when a child is being abused. When this happens you have to report to the proper authorities immediately even if the child refuses to agree to go ahead with the investigation. This is to keep their safety intact.

However if an adult is in this situation then you have to respect their decision to choose whether or not they want to report the abuse that is happening to them. The best that you can do in that situation is to help convince them to report the situation to the appropriate person or allow me to pass on the information. Other situations where it is appropriate to break confidentiality is when someone is threatening to injure themselves or others.

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