K. Nichols 2013
COMMUNICATION
Task 1
WE COMMUNICATE:
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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

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.

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Problem solving
Welcoming people
Calming
people who
are
experiencing
strong
emotions
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Establishing
professional
relationships
Asking for information
Explaining issues,
policies and
procedures
Building an
understanding of
another person’s life
Clarifying
issues
Providing emotional
support
Exchanging
ideas/learning new
ideas
Carrying out
interviews and
assessments
Building a
sense of trust
Problems with.......
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POP QUIZ-
WRITE THE ANSWERS IN YOUR YELLOW BOOKLETS
Q1- What are the 4 forms/ways we can communicate?
Q3- a) Write a sentence for that demonstrates informal communication.
b) Name a place/person who you would use this form with
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)***
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Q2- a) Write a sentence for that demonstrates formal communication.
b) Name a place/person who you would use this form with
POP QUIZ-
WRITE THE ANSWERS IN YOUR YELLOW BOOKLETS
Q1- What are the 4 forms/ways we can communicate?
-Verbally
-non-verbally
-written
-technology
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
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
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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
WHY DO SERVICE USERS AND CARE
WORKERS COMMUNICATE ORALLY?
Fill in the following spaces on your
describing wheel.
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To give information
 To obtain information
 Exchange ideas
 Meet physical needs
 Meet intellectual
needs
 Meet emotional needs
 Meet social needs

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)
VERBAL SKILLS

Listening
Not talking, concentrating on what is said
Open questions
A question that can’t be answered with yes or no.

Closed questions
A question that can be answered with yes or no

Paraphrasing
Repeating back what the person has said using their own
words/phrases

Clarifying/Summarising
Repeating back what the person has said in a different way
Examples for team points!
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
NON-VERBAL SKILLS
Eye Contact
 Facial Expressions
 Hand movements
 Head movements
 Proximity
 Signs, symbols, pictures
 Posture
 Appearance

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ASSESSMENT ACTIVITY P1/M1


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
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
P1- Identify different forms of verbal and nonverbal communication
CASE STUDY


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.
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SCENARIO:
 You are a volunteer at the Brookside Residence
for young adults with severe learning
disabilities.
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- 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.
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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
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ENVIRONMENTAL FACTORS






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)
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
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.
MEETING NEEDS OF INDIVIDUALS





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
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
BARRIERS…


What is a Barrier?
A Barrier is something that “gets in the way” or
stops another thing from happening
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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.
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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
•
-
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