Excel

Training Centre

Diploma in NVQ-2 ( Care )

Oral Questions/ Written

Candidate name : Md Habibur Rahman Assessor :

Date :

SHC 021
1.1 Identify different reasons people communicate
Ans: We are social being and always depend on each others in everyday life.
People communicate to build and maintain relationships - family, parenting, community.
Communication is necessary for emotional intimacy.
People communicate to conduct business/commerce, to help/support each other, to learn/educate,
for pleasure - story telling, film, music, art, theatre, etc.

1.2 Explain how effective communication affects all aspect of own work.
Ans: Effective communication is to understand service user and assist them in according to that.
Nothing can be done properly without a complete communication. As a care worker, if I could
not able to communicate with my service user because of communication barrier then the service
would be unsuccessful. We used to do different type of jobs in our care job like Child care,
vulnerable adult care, elderly peoples care for their personal as well as domestic care with
different mental, physical and environmental situation where effective communication is a must
in term of provide proper service.

1.3 Explain why its important to observe an individuals reactions when communicating
with them?

Ans: Several cases the service user could not able to respond while communicating with us but
their body language, gesture or expression. And it’s important to view reactions, because only
about 70-80% of communication is verbal, meaning that we are gong to be missing out on a large
part of communication if we aren't paying attention to peoples facial and bodily reactions.

2.1 Find out the individual's communication, language needs, wishes and preference?
Ans: As a Care Planning for a patient, our best reference is the patient. We should use
conversation and questions to find out what the patient understands, what language he is most
comfortable using and how the system/facility can supply the materials and services to ensure his
safety, health and well being. This is an interpersonal skill that is developed through experience,
not one that can be researched on line.
It can be done by getting information about service user from the care plan, consulting with the
line manager, their relatives who are looking after them.

2.2 Demonstrate communication methods that meet an individuals communication

needs, wishes and performances?

Communication methods could include: verbal and non-verbal way of communication

including the individual’s preferred spoken language; the use of signs; symbols; pictures;
writing; objects of reference; communication passports; repetitive behaviours; other non verbal
forms of communication; human and technological aids to communication etc by which we
could get to know their needs, wishes and performances.

2.3 Show how and when to seek advice about communication?

Ans. Before sign in any service user we can get communication and all other related information
from our care office/Line Manager. There is different types of communication way

3.1 Identify barriers of effective communication?

Ans. Communication barriers may have to cause a negative impact in our care job. There are a
lot of communication barrier we can see while with service user like sensory impairment,
different language, slang, background noise, learning disabilities, a hearing aid is not working,
mumbling, being a separate room or place, insufficient light while reading etc.

3.2 Demonstrate how to reduce barriers to communication in different ways?

Ans We need to access first whether if any communication barriers I mentioned above in the
3.1, and after finding that we need to concentrate to remove it so that we can offer effective to
the service user. For example, If the hearing aid is not in service users hear or the battery is down
or it is not on we should fix it before communicating. Sometimes we can get the information
about service user communication barriers in the Service User Book or from the office or their
family friends who look after them or a nurse or a doctor.

3.3 Demonstrate way to check that communication has been understood.

3.4 Identify sources of information and support or services to enable more effective
communication.

4.1 Explain the term confidentiality.

 Ans: Confidentiality means to ensure that information is accessible only to those authorized to
have access.
In another word “ To keep service users information secret and not to disclose it even to
authorised person unless it is necessary.”
It is every service user’s right on the basis of trusting and positive working relationship.
Traditionally, in care ethics has viewed the duty of confidentiality as a relatively non-negotiable
tenet of code of Care practice.

4.2 Demonstrate confidentiality in day to day communication, in line with agreed ways
of working.

Ans: There is a specific important piece of legislation called Data Protection Act, 1988 has
introduced if UK to protect the right of everyone. Every carer should need to maintain
confidentiality for each individual service user of his personal, social, physical or financial
maters including Service User Plan, record sheet, risk assessments and reports.
We should not disclose or discuss with our colleague, co-worker or a person without the consent
of service user that might harm him physically, mentally of financially.

4.3 Describe situations where information normally considered to be confidential might

need to be passed on.

Ans: These are the situation might need to be passed on.

 When service user has marks of bruises which I suspect may have been caused by family
members of other member of staff, but the service user do not say anything.
 A service user says that they suspect another Care worker of stealing but does not want to
anything as it could get the person in trouble.
 Or if we believe that the lifestyle of service user e.g., drinking excessive amount of
Alcohol is putting their health at serious risk.

4.4 Explain how and when to seek advice about confidentially.

Ans : In the time of abuse, accident or an emergency situation with a Service User, we need to
inform our line manager and ask for advice. While the cases like I mentioned above in the 4.3, a
care worker should discuss with supervisor confidentially and ask for advice and direction.

Candidate signature : Md Habibur Rahman

Assessor Signature :

Date : 29/03/11
 EXCEL
Training Centre

Oral Questions/ Written

Candidate name : Md Habibur Rahman Assessor :

Unit/ Level : SHC 021 Date :

Oral Questions Answer Given Units / Element,

Range Covered
Candidate signature :

Assessor Signature :

Date :