Unit 10- communication

1
1.1 There are different reasons for people communicate. Some of these are: the sharing of
information, needs, wishes and preferences, giving direction, the creation and
maintenance of relationships, to share opinions, to share feelings and emotions and to
teach and learn.
1.2 The effect of communication on relationships in adult social care settings can be both
positive and negative. Effective communication can help by building relationships
between staff and service users. Effective communications also ensures the best possible
care is provided as it considers service users needs and preferences are met after all
available options have been discussed and understood. Good communication can be used
to encourage and support. However ineffective communication may discourage, create
misunderstanding and bad feelings.
2.
2.1 Asking and observing the individual is the most effective way of establishing the
individuals communication and language needs as it allows immediate evaluation of their
usual language, impairments (visual or audio). The Care plan is also a good source of
information if documented correctly. However if these arent effective then information
can be gained from residents family, friends, doctor or other professionals who have
worked with the individual.
Ideally all of these methods should be used together for a full holistic approach, this
means the individual and their family are involved in making the choices but also means
the correct medical advice is taken into account as well.
2.2 Effective communication methods should take into consideration the individual
differences of each service user. For example their personal needs, values, culture and
beliefs. Also to be considered should be whether they need any communication aids and
the surrounding environment. It is important to ensure the tone of voice and body
language are positive and to ensure the individual feels involved.
2.3 There are various methods of communication which fall into the categories of verbal
and non-verbal. Verbal communication includes whats being said, the tone thats used,
the pitch of voice etc. while nonverbal communication could be anything from visual
aids, hand gestures, body language or facial expressions and eye contact. Communication
styles will be apparent in the tone and might include a helpful, supportive, friendly or
positive style of communication.
2.4 It is important to respond to an individuals reactions when communicating to ensure
an appropriate response is given, and avoid the individual becoming distressed or feeling
misunderstood.
3

3.1 Individuals from different backgrounds may use communication methods differently,
for example with different accents, languages or a different tone of voice. Touch or body
language/ hand gesture and proximity may be used communicate in a different manner
depending on the service users culture and background.
3.2 There are many barriers to effective communication, examples are: not being aware of
the individual differences of the service user for example needs, wishes, preferences,
whether communication aids are needed etc., The environment e.g. noise, lack of privacy
or the service user being uncomfortable, not paying attention or listening to what has been
said and not making use of communication aids when needed.
3.3 to overcome the above barriers to effective communication it is important to ensure
that all staff have established the individual differences of each of service user, ensure the
necessary support is provided for example a comfortable environment, somewhere to talk
privately and the necessary communication aids (all information should be provided in a
variety of formats). Staff must be able to adapt their communication methods and take the
time to listen and answer. Staff must be willing to seek advice from others where needed.
3.4 To minimise or clarify misunderstandings one should double check with the
individual concerned, if a misunderstanding still seems likely repeat or re-phrase until its
understood. It may help to summarise whats being said. Once an understanding has been
reached confirm it and check with others to make sure the correct understanding has been
gained.
3.5 If extra support is needed for effective communication then there are several methods
of support available: the individuals family/ friends, GP, social worker are all valuable
sources of information and support. Also specialist nurses advocates or support groups
should be able to help.
4
4.1 The term Confidentiality means to ensure that information is kept private and safe,
not shared with anyone who doesnt need to know without the individuals permission
unless absolutely necessary.
4.2 Ways to ensure confidentiality is maintained in day to day communication include:
not discussing personal information with other individuals, or people outside work.
Where information needs to be shared it should be done in a private environment. When
passing information on to a necessary person, the identity should be checked first. Others
who confidential information may need to be shared with include: colleagues, social
workers, GPs, specialists, nurses, family and carers. All written documents must be kept
safe and not left where they might be seen. Finally any information stored electronically
must be password protected.
4.3 Potential tensions between maintaining an individuals confidentiality and disclosing
necessary information to agree others may occur if the individuals right to privacy is not
respected. Others tensions may arise if the rights of others are put before the rights of the

individual or safeguarding issues occur. Finally if a confidence is breached , for example

private information given to an agreed other such as colleagues or social workers it may
still cause distrust from the individual also resulting in tension.
4.4 It may be necessary to seek more advice if information needs to be shared with agreed
others or if clarification is needed from an agreed other. If more advice is needed then the
companies confidentiality policy should be carefully followed, the manager or CQC can
help inform on what to do.