Unit 1: DEVELOPING EFFECTIVE COMMUNICATION IN HEALTH AND SOCIAL CARE P1: Explain the role of effective communication and interpersonal interaction in a health and social care context Effective communication plays a huge role in health and social care such as psychotherapy, counseling, medical and health care. Effective communication is very important when trying to create and maintain relationships and it is a process a long and hard process that involves listening, questioning, responding and understanding. Although communication and interpersonal although communication has many different categories one of the them is formal and informal communication Formal Communication: There are many ways to communicate with others formally such as when you’re in a meting or writing reports or emails .All of these are different examples of formal communication. It is also very effective due to timely and systematic flow of information. The way we verbally communicate which people often change for example when your speaking the your doctor you won't speak to him the way you speak with your friend. It often starts off with way you talk to others. Informal communication; Informal communication is used between people who know each other well, for example friends and family. But informal language can sometime be seen as inappropriate in many health and social care settings. This would create a barrier between the two people and may come across as being impolite. For example, it would be unacceptable If, when the patient entered the room, the doctor said "Alright mate how's it going?” It would not be surprising if the patient was taken aback, and offended at the doctor's speech. There are various categories of communication and more than one may occur at any time. Verbal and non verbal is another category of communication. Communication is important in two situation one to one and group discussion both verbal and non verbal communication is needed. Verbal communication: As communication we can define the exchange of information, thoughts and feelings among people using our speech.Verbal communication skills are a lot more than just talking. This is why verbal communication is very important in health and social care. Verbal communications includes both how to deliver and receive messages. Verbal communication is also useful in working with patients and co-workers, bosses and subordinates. Verbal communication is also needed in very different contexts including group meeting, one-to-one discussions and training. With practice you will be able to perfect this type of communication. You always have to ensure what your saying is clear, honest, accurate and appropriate. Effective communication is needed to understand our patient .you need to portray message which shows that you care about the other person using your speech. Non-verbal Communication: It is often described as body language .Our body language and show that what we mean what we are saying and doing. Our body language says a lot about the way we are interested and engaged in the communication that we are in. Its things like our posture, eye contact, facial expression and touch all show that we match same as what we are saying. Even when you’re silent you still transmit a message deliberately or accidentally. It is also a fine way to understand how people feel. The way you look, listen and move all contribute if you’re being truthful and shows how well you care, this affects how others see you. Communication is important in two situations one to one and group discussion both verbal and non verbal communication is needed. One-to-one situation: One-to-one communication is vital in health and social care it is the one chance that one person gives the other complete attention this make the one person feel very special. The person will feel safe a lot safer and comfortable to speak up and talk about any personal issues. Communication in one-to-one situations is most helpful when both people are relaxed and are able to take turns at talking and listening. This type of conversation is effective within health and social. This type of communication is effective within health and social care, as this type of communication is a lot easier to get out your message rather than being in a group, it also avoids being distracted from the conversation. These are just some of the many reasons why one to one communication can be effective. Group communication: Group communication can be very effective form of communication because teamwork increases collaboration which results to better ideas and better results than working alone. It all begins with leadership that sets methods and standards for the rest .It is also better as a team to communicate well which can help solve difficult problems. One of the most important things is to listen to each other and to not interrupt or talk over other people. This will leave other people feeling discounted, unheard and may lead to phenomenal misunderstandings. You also need to get feedback from others to make sure that you are understood. Interpersonal Interaction Types of Interpersonal Interaction There are two different types of interpersonal interaction; speech or language and Non-verbal. When communicating in any interaction, to make it effective using interpersonal skills, you should be aware of the types that are listed boldly above. Speech: People who are of different localities, ethnic groups, professions and work cultures have their own words, phrases and speech patterns, because of the different backgrounds and the different uses of language it is easy for clients to get confused, feel misunderstood or even feel mistreated with the way they are being spoken to because they are simply not used to it. Practitioners tend to use jargon, words that are used by a profession or group that are hard for others to understand. An example of jargon being used in a care setting would be in a hospital, a doctor could be explaining to a patient the problems they have with a part of their body, for example their knee cap and the client may not understand that due to the doctor using technical terms such as Patella instead of the simpler word ‘knee cap’ which we use every day. It is also important in all care settings to understand that those who are from different geographical areas will use different words and pronounce words differently, this is often referred to as using a different dialect. Dialect is known as, words and their pronunciation which is specific to a geographical community, for example people who live in the North West of England will use a different dialect to Londoners. An example of different dialect being used in health and social care and early years’ settings are in schools, sometimes when there are new people to a school it is possible that they are from a different geographical area and this may mean that they pronounce words differently, for example the pronunciation of bath, if other pupils and teachers are not aware of the different pronunciations it is more than likely that the new pupils will be teased which is unfair and can make them feel uncomfortable to prevent this teachers in schools should teach pupils that those who come from different surroundings and environments are likely to speak differently. People, especially youths are more likely to use slang, informal words and phrases that are not usually found in standard dictionaries, but which are used within specific social groups and communities. Examples of slang are ‘bare’, ‘allow it’ and ‘ennit’, these words tend to be exchanged between close friends and in communities that are not considered posh. In health and social care settings, it is highly unlikely that slang will be exchanged between any of the professionals however settings which have adolescents as their clients i.e. secondary schools may have the exchanges of slang but only between friendship groups. The second type of interpersonal interaction in the speech and language section is first language. First language that a person learns to speak is often the language that they will think in. working with clients who do not have the same first language as the practitioner can be difficult, as mental translation between languages may be required. For example, if there is a problem with a child in a nursery and their parents do not speak English well or don’t understand it at all it is difficult to deliver the information about the problem with the child, to help overcome this, it is more than likely that within the nursery a translator will be needed so they can help the parents understand what the problem is and allow the nursery teachers and the child’s parents come to an agreement on how to fix the problem. Special Methods Individuals who face disabilities or learning difficulties use special methods for them to be able to communicate with others. All health and social care and early years’ settings need to be prepared for those who have special needs. These special needs could include: Deafness or difficulty in hearing Blindness or poor eyesight Language difficulty e.g. not speaking English or English not being your first language A special method example is British Sign language, this is where signs, facial expressions and gestures are used to convey meaning visually instead of orally. For example, if a person needs treatment, and are mute (cannot speak), you will need to have someone available that can translate to sign language if you cannot sign. The care of the person is the most important thing and ensuring they understand what is going to happen to them and be happy with it is important, even being able to ask questions and feel reassured. Being mute should not be a barrier to communication, places of care that offer a service to the public should have a person that can sign. Sign language tends to be used by those who have a hearing impairment (deafness or a difficulty in hearing). An example of the use of sign language in one of these settings would be in a primary school, if a child has a hearing impairment the teacher may use sign language so it is easier for the child to understand and allows him/her to have the same understanding as the surrounding children just with a little more help. The use of sign language has developed over hundreds of years and allows people who experience difficulties to interact with others. Braille is also a special method which helps people communicate, this method is used for those who have limited vision or are blind. Braille is a form of written language, in which characters are represented by patterns of raised dots, which are felt with the fingertips of the visually impaired. Braille was first introduced in 1829 by a blind man called Richard Braille. This special method provides those who are blind and those who have poor vision with a chance to read and write independently due to the format being based on ‘touch’. If there are correct software’s installed on computers in health and social care and early years’ settings, then everything from the computer that the client needs can have printed in Braille. An example of where Braille may be used is in residential care homes for the elderly, the care home may have letters and leaflets which pass on information to the clients about the care home or the changes within the care home, some clients will need Braille because of their poor vision, the Braille will allow them to be able to read what the leaflets and letters are telling them so they are aware of the environment surrounding them. Another example would be that it allows all clients who are in hospital or who go to school to read books and magazines in their spare time for education and to satisfy their intellectual needs or just for fun. Makaton is another special method which helps those communicate with a hearing impairment or learning difficulties. Makaton is a programme which uses signs and symbols to help people communicate with one another. The programme is designed to support spoken language therefore the signs and symbols are used with speech, in spoken word order. Makaton is used by people of all ages and allows these people to communicate straight away with the use of the signs and symbols. When using Makaton people may use one of the three methods; signs, symbols or speech, or they may use all three methods to interact with others. An established set of hand movements are used with Makaton to convey meaning. D1: Analyze how cultural variations can influence communication There are many cultural differences that can influence communication. Culture is all socially transmitted behaviour, arts, architectures, languages, signs, symbols, ideas, beliefs, norms, traditions, rituals, they are all which learnt and shared in a particular social group of the same nationality, ethnicity, religion. Cultural diversity makes communication difficult for people because of different mindsets and different languages Gestures: All people use gestures and every culture has a different view on gestures firstly is the handshake. The handshake is commonly used in England as a gesture. This gesture is used in England as a form of a greeting between two people. It is often used as a gesture to communicate better and is used by two parties to get along with each other. However on the other hand in France and china it is normally quick. A long firm handshake in china is considered impolite and rude. China a long handshake sow that your happy to see one and another but they make a slight bow this is a sign of respect. Therefore when a service user and a care worker come together it is important to work together and they have to be careful and make sure no one is offended as this may lead to the service user to not communicate properly. Another gesture is that some people decide to cover their faces .For example in the Islamic community some Muslim women cover their faces with a veil .This affects the persons communication as the facial expression is not visible and the women’s voice is not heard clearly because the veil acts as a barrier. Some people don’t feel comfortable with women wearing a veil and it’s not considered normal. Sometimes some people might not feel comfortable talking to women with a veil because of the veil they might be lwaa confident and talk less to a woman wearing a veil over her face Eye contact: Eye contact may be one of the most subtle forms of social interaction, but it should never be underestimated. In western cultures eye contact is essential to communication and shows if someone’s interests and engagement into the conversation. However in madden eastern cultures eye contact is less important because of religious reasons there are strict gender rules, whereby women should not make too much eye contact with men as it could be misconstrued as a romantic interest. Asian cultures eye contact is considered to be impolite and is considered in appropriate, for example students are discouraged to make eye contact with their teachers as it is considered to them as a sign of disrespect. Proximity: Cultural expressions and communication is often derived through touch. However, touching other people is often taken as rudeness in many cultures. People in the United States, Canada, and the UK have the personal-space requirements. Those living in South America, Europe, and Asia have far smaller standards of personal space. It’s important to get the distance right though, because if you make someone feel like their personal space is being invaded they’ll focus on that and not the interaction you’re having. You always have to be careful with everyone as they all have different views. For example, if you are speaking with someone who takes a step back, you may be too close to them It., it show you have different concepts of personal space. P2: Discuss theories of communication I am going to discuss 2 theories of communication the first one is argyle’s stages of the communication cycle which involves a two way process that's essentially sending and responding with each other. It involves building an understanding of listening, observing and reflecting on what another person has to communicate. There six stages and they are: 1. An idea occurs It is when you think of something and you want to talk about it. For example in a care home the career has an idea to help a young child and the care home. 2. Message coded This is when you think about what you’re going to say and how you’re going to say it and you decide what form of communication you are going to use. An example is a care worker thinking about how he will talk to a young child by choosing his type of words and nonverbal communication. 3. Message sent You send the message in the most comfortable way possible for the situation you are in via letter, email, speech etc. For example the care sits down the child and talks to him 4. Message received The recipient sees the message for hears it .In a health and social care context it would be for example The young boy shows that that he heard what he has heard the message. 5. Message decoded The person your communicating with has to interpret what you been telling them. an example of this in health and social care setting is when the child nodded showing the care worker that they understanding what their being told. 6. Message understood At this stage the person has understood the message and now gives feedback and by this he starts the communication cycle again. An example is after talking to the child he ask a question. Tuckman’s stages of group interaction The second theory is Tuchman’s which focuses on group developments to make communication effective .Each stage is essential for the team so they can face up to challenges and tackle problems and to deliver results. It involves four stages which are forming, storming, norming and performing. The first stage is: 1. Forming This involves the group coming together to form a group. This first stage is important for the team to get to know each other and they ask questions about the purpose and the aim of the group. 2. Storming In the second stage storming is important for the team to have strong leadership and solve how they will work independently and separately. They address the problem and find a way to solve it .The leader prevents arguments and conflict between the groups. 3. Norming The third stage is when the professionals make rules on which they work with and the group starts to resolve at a shared plan and goal they work together to achieve their goal and solve problems and communication becomes more effective because each person relies on one other person in order to keep the group going. 4. Performing This is the last stage of the communication cycle and at this point each team member respect each other and will listen to each other’s view. By doing this the goal of the team can be achieved if they work as a team and communicate effectively. M1: Discuss theories of communication Positives of argyles’ theory It allows for immediate feedback when the message is understood, this is due to the six stage the message goes through. It is very useful because it allows you to think before you speak and think how you are going to send a message so it’s not misunderstood and the recovery is clear about what you are telling him. The six steps ensure that a message is being fully understood by a receiver as well as a message is being sent effectively. The Argyle’s Communication cycle helps the health and social care workers to build on their communication skills and to understand the process of communication through which they can implement improved interpersonal interaction with the service users. Negatives A weakness that someone could not be aware the different types of communication. Someone might decode the message in the way wanted and this can cause a misunderstanding. It’s a two way process and needs two people to work successfully. Positives for Tuckman’s theory Tuckman’s stages of group interaction help the health and social care worker to understand the stages of an team development .Through these four stages, a successful and effective team can be built.. The goal for teams is to get to the performing stage as quickly as possible and stay there as long as possible. As we all know, unexpected things happen with groups, and teams often move in and out the stages. Negatives Hard to focus on the goal as a team. As everyone has a contribution and it makes it hard to do just your job and if yours is good and the other persons work is not at the same standard you might achieve the goal you wanted. Not listening to leader can cause problems for the whole team. As other will try to become the leader or wan to have the sense of power. Makes it harder for the leader to keep everyone in order and making sure there are no arguments and no problems. P3: Explain factors that may influence communication and interpersonal interactions in health and social care environments In health and social there are many factors which can influence health and social care for example background noise which makes it very hard to concentrate on what your being told and you are more easily distracted by the conversation of those which surround you .When talking to someone its talking to use and you’re not paying any interest it can be considered rude and impolite. Equally if there is no background noise this might make the service user feel under pressure and a bit nervous The lighting If the room or the place you are in is too bright it can make people have headaches and because of the headache it affects the persons focus and they can’t pay attention to anything. It will affect the communication between two people on the other hand if the light is too dim then it will make the person feel tired and sleepy you will also equally find it harder to read and understand facial expressions of the person this makes it hard to understand a lot of things and sleepless affects your way to communicating. Personal space Another factor that affects communication could e the distance you are away from the person. If you are two far away from the person it will be hard to communicate and you will have to talk louder this could come across as being aggressive .Equally if your too close it could be seen as being imitated and can put off a person from answering your questions .That is why it is important to stand in a position that is too close and not too far that works for you and the service user. Setting The place has too look nice and clean as this can show the person that its safe and professional whereas if the place looks dirty and messy this can send a message to the person that you’re not professional and you don't look serious and the service user will feel unsafe and will not trust you and this will affect communication as if the service user does not trust you then he or she will not talk to you properly and this is not very good. Effects of drugs and alcohol This is a factor which can ruin your speech and make other see you in a very different perspective whereas for example if you came to your doctor and he was drunk you won’t really be serious with him because of this you will feel uncomfortable. If the service user is using drugs you would be able to talk to the properly and the doctor to nurse wouldn't really talk to you because of the drugs that you used and this very big problem of communication. There are so many factor which can influence communication and interpersonal relationships such as the temperate of the environment you are in if it’s too hot you will not pay attention to anything your being told because of the heat and you will feel unrelated. Although if your surroundings are too cold it is equally as hard, concentration is always a big difficulty and your body langue will show that you are too closed up in order to retain body heat. Sensory impairment Visual and hearing impairment can act as a barrier to effective communication. Care workers should be alert to the additional communication needs of people with sensory impairments and disabilities. Problems with sight or hearing can mean that signs can’t be seen, leaflets can’t be read, or conversations can’t be heard, for example. Conditions such as cerebral palsy, Down’s syndrome and autism also tend to limit an individual’s ability to communicate verbally and to interpret other people’s non-verbal communication. Cultural variation Britain is a multicultural country. Within the mix of different ethnic groups people speak a range of languages. English may be a second or even third language for some people and may not be spoken or understood at all by others. If health and social care organisations only produce and display information in English and care workers only speak English, some people will find it very difficult to find and use the care services they need. Similarly, people from different cultural groups interpret non-verbal behaviour in different ways and may have a different sense of humour. This can lead to ‘messages’ being misunderstood by, or making no sense to, the person on the receiving end. Jargon, slang and use of acronyms Jargon is technical language that is understood by people in an industry or area of work. Health and social care workers often use jargon to communicate with each other quickly. Slang is an informal type of language that is used by a group of people. Teenagers sometimes communicate with each other using forms of slang which their parents and teachers don’t understand. Acronyms are the initial letters of the words in a phrase (e.g. HIV for human immunodeficiency virus). Jargon, slang and acronyms all have one thing in common – they are forms of language that only makes sense to people with specialist knowledge. A person who doesn’t have this specialist knowledge won’t understand a message that includes jargon, slang or acronyms. Distress and emotional difficulties Some conditions, such as having a stroke, being depressed or having other mental health problems may affect an individual’s ability to communicate, because they affect the person’s ability to send and receive ‘messages’ effectively. Similarly, when a person is angry, aggressive or upset, they may find it difficult to communicate and their own communication may be misunderstood by others. P4: Explain strategies used in health and social care environments to overcome barriers to effective communication and interpersonal interactions Skilled communication plays a huge role in health and social care such as psychotherapy, counseling, medical and health care. Effective communications plays an important role in health and social care but also there are barriers to effective communication but there are many ways to overcome them. Examples of barriers are deafness and other disabilities. Hearing aids: Hearing aids are used to overcome barriers in communication. It is a very small device with is inserted in the person’s ear and is worn by people who have hearing impairments. They enable them to hear speech they wouldn't normally be able to hear and increase the volume of sound received by a person which allows them to be able to hear clearly. For example hearing aids may be used in a hospital by some patient who has difficulties hearing. When communicating with doctors it can be very useful for the doctor to explain things to them and the patient will be able to understand what they are being told. Hearing aids makes it easy for both the doctor and the patient. Language: In health and social care it is very important to understand that not everyone can speak English and other may have a different mother tongue and if you are helping them you need to be able to communicate with them in a way they understand. For instance a person didn't know how to speak English and he would need and interpreter to translate to the person in language they can understand what they are being told. An example is Spanish student join his new English class but he doesn't know a single word the teacher in the lesson would try to find someone who know and understands Spanish and can tell the student what is going in the lesson and help him understand and communicate with others. Staff training: The staff working in health and social care needs to be taught how to deal with certain barriers of communication and how to overcome them. They need to be taught how to communicate effective with depressed, anxious and aggressive people for this they need to be taught how to defuse these feelings and communicate in a calm and relaxed manner. So, formal training courses usually help people to practice important skills and overcoming barriers. When being trained they should be taught to build relationships with the service users and how to provide them with the best level of care possible. Assertive skills: Being assertive is when a care worker for instance is in control of their actions. It shows your expressing your own needs while understanding the needs of others band not being aggressive or submissive in a care environment because it may cause an effect on others and yourself. Assertive behaviour helps you listen to others and show respect, trying to solve problems. You have to be able to use the right words in the right situation and being to control your behaviour. You can learn assertive skills in training and watching other professionals do the same thing with other as being assertive can help resolve problems. Blindness: To be able to overcome the barrier of blindness, Braille and speech are two ways to overcome blindness. Braille is a writing system which is used by blind people. It allows blind people to understand things quicker and get things done easily and faster and allows them to be independent in communicating with other. In addition to Braille speech can be used to give the person a description of things this is very useful way of communicating. An example is a person is at a care home and can’t see today’s menu and finds someone to tell him what is for lunch and give him description of the menu or have a menu written in Braille .Speech is more effective and easier for a blind person because not all blind people know how to use Braille. Assessment of people who use services needs: When people finish using the service they can be asked to fill a survey to understand if there were problems .This is good way to communicate with barriers as it is easier and more efficient to go to the service user and ask them how their services were. Also it is a less time consuming .It will help with your service as you will see your problems and faults. Surveys results provide information of the attitudes and behaviours – including thoughts, opinions, and comments you communicate with the service users with your survey as it provides you with valuble feedback from it. Building relationships: Patients are more likely to open up and disclose information if they trust the doctor or the care worker they will be able to talk about things they would normally disclose and it is because a better quality of interaction may result in greater patient autonomy and shared decision-making. By build a positive relationship with the service user can also help you communicate with them and them seeing you one a higher level than them and being able to communicate with them in a way that shows you are helping them and are supporting them as a friend. P5: Participate in a one-to- one interaction in a health and social care context My role play is about being in a doctor and having a patient come in for an appointment and explaining to them the problem and giving them advice on how to improve on her health. The role I played in this scenario was that was the doctor in this scene and helped the patient feel safe and relaxed when she was with me in the room and I made sure that I listened and spoke clearly and many things that contributed to making sure that the way I communicated was effective. I have my evidence presented here: Doctor: Good morning Mrs. Smith, what seems to be the problem? Mrs. Smith: Good morning doctor, I have been suffering from fever this morning. Doctor: Have you noticed any symptoms? Mrs. Smith: I also feel headache and shivering Doctor: Can I take your temperature. Mrs. Smith: Yes doctor Doctor: At this time the fever is 102 degree. Don’t worry it’s not that bad you are going to be ok. I am giving you the medicine, and you will be all right in couple of days. Mrs Smith: Thank you, doctor. Doctor: Just to be sure you will get your blood tested for malaria, and come with the report tomorrow. Mrest Smith: Ok doctor. Doctor: I shall recommend for you least two days of rest. Mrs Smith: Thank you very much. Please tell me how shall I take this medicine? Doctor: This medicine is for one day only. Take this dose as soon as you reach your home and the second at 3 pm and the third at night before sleeping. Mrs Smith: What should I eat doctor? Doctor: You should eat only light food. Mrs Smith: Hook doctor.Thank for the help Doctor: It’s what I do. Mrs. Smith: I shall see you tomorrow with my blood report. I made sure that she felt safe with me I sat in my seat and she sat on the other side of the table by doing this I made sure that I wasn't to close to her and I make sure she was comfortable. I closed the door behind her to stop noise from the other parts of the hospital from coming in. I also made sure when I was taking her temperate that I had her permission to touch her. I also made her comfortable to ask me questions and kept her confidence up and she didn't need to worry. P6: Participate in a group interaction in a health and social care context My group role-play is about a group of students who are in lesson about being healthy. They have to work as a group to present a presentation to rest of their class. They work as a team to produce an excellent piece of work that they are all proud of. In this role-play I was selected as team leader and gathered our ideas together and everyone has a certain task individual contribute to the group presentation, trusting everyone to a certain task. This helped everyone get the positive comments from the teacher. The evidence is presented here: Student 1: All of you listen up we will have to work together to make this presentation. Student 2: We need a team leader? Student 3: Who will be our leader then? Student 4: I chose student 1, what about the rest of you. Student 1: I don't mind being the leader, Student 2: You are now our leader Student 1: Everyone let’s list our ideas down Student 3: My ideas are all better than yours Student 4: Student 1 looks who is better? Student 1: Be quiet both of you .We are a team and we need to bring our work together. Student two you create the first two pages on being healthy .Student 3 you will do the next 2 pages on what to eat to be healthy Student 4 you will do the next two pages of doing activities on how to be healthy. I am going to present the presentation to the class and will do the conclusion. Everyone get to work, now. Student 2; ok let’s get to work Student 4: I am finished Student 1: Great job Student 3: I am finished too Student: 2: I’m stuck Student 1 lets help you Student 2: thanks guys I'm finished now thanks to you all. Student 1: Miss we are ready for your our presentation. (Too much noise in the class, student 1 does the presentation but barely one pays attention) Teacher: Good work boys, that was a alright student 1. This group of students had perform a presentation they did it by hangs tucks four stage of communication which shows that firstly the four students talked together and then made up ideas .They worked effectively and solved problems together and achieved their goals as a team and everyone of them contributed to the team. They used and informal tone as they are students and are friends. They had a calm tone as they were working in class they used tuck man’s theory appropriately. They received positive communication and this showed that they did achieve their goals properly. M2: Assess own communication and interpersonal skills for a one-toone and group interaction My two role plays had many communication skills and interpersonal interactions, but also their many communication skills that I could improve on. In my role play I an observer watching me after both role plays finishing I given feedback and he said that there were many things I did well in and other things I needed to improve onto begin within my one to one communication .The positive things and negative things were : Positives The way in which I used formal communication with the patient. This will show that I was professional with patient My facial expression was positive and I smiled and looked at the patient to show that care and I was there for her. When she first entered I closed the door behind her to block out all background noises and so she would pay attention to me and I would pay attention to her. Negatives The first thing that the observer was not happy about was my body language he told me when I was talking to patient and sitting on the chair that I was chewing gum which makes me look unprofessional and that I feeling lazy Another negative was when she said “thank you” and my reply was “that what I do”. It made me look like I was superior and she was weak because she came to me for help, I was over pleased and confident with myself, this is a bad attitude When she asked me for advice and I told her to eat light meat I wasn't clear about what I was talking about and she never understood what I meant by light meat because of her reply which was “oh ok”. In the group conversation I was also given positive and negative feedback Firstly to begin with the positives which were Positives I used the right form of communication with the other pupils .Informal communication was the best choice as I was among a group of classmates .I was also polite. in the manner I spoke and the tone I used was calm and friendly with my fellow pupils. When student 2 was stuck I told the rest of the group to help with his problem and successfully we succeed as a team. When we first started I asked the team a question and I got a good response which show was listening to them and so were they. Negatives There also many negative things I did were To begin with when two students had a argument I was rude and aggressive to both the other two which later result in student 2 to doing less work as he felt a bit harsh on him. Secondly was that there was too much noise in the classroom and that made it hard for student 1 to perform, this was verbally seen in the teachers response. D2: Summaries ways of improving their own communication and interpersonal skills in future interactions. After I was given areas to improve on my own communication and interpersonal skills for my future interactions. I have listed on the table below many ways on which I will improve my skills. The areas I will improve on are the weaknesses that the observer told me that I didn’t do very well, I have presented my improvement table below: Area of improvement Get to know your audience How to improve Listening skills Body language Attitude Ask them questions Get them to talk to you Become closer with them Give them eye contact Understand them Show that you want to be there You care about them Being positive Tone I speak in Type of language I use Measure Time line I will to another role play with another group of students that I don’t know and see if I can get to know them I will improve on this by next week Have a conversation with some siblings and see if I listen to the conversation and by giving them feedback on what they are talking about. Showing a smile at my nest appointment and speaking positively with the doctor. Have a calm tone of voice Showing that I am happy good body posture in class with the students. Next month when I do another role play Next appointment tomorrow Starting now when I go back to school. The attitude I use to talk to my friends will be different to the one with the teachers.
