What is communication?

Passing along INFORMATION from one person to another. Using a variety of methods to communicate a message. Sharing and expressing opinions. A type of media, used to inform the mass public.

Why is it important in H&SC?

To keep vulnerable clients informed about their care and treatment To allow clients and professionals to talk openly and feely. To share information about services and rights available. To set guidelines of expected conduct and manners for staff.

Communication and Values

Language

Music, drama, arts, crafts

Visual, electronic technology

Negotiation

TYPES OF COMMUNICATION

Cultural Variations including accents

Signing/Braille
Exchange of information What is each type of communication and what examples would it be used in?

Types of Communication
One to One Interaction Between 2 people Needs a topic of conversation Easy to stay on one topic of conversation Can remain controlled Each person can listen to each others views Group Interaction 3 or more people May need someone to chair the conversation People will have to take turns to have their say. Some people may talk over others Can go off track when lots of people have different views

Types of Communication
Verbal
Talking Creates sound Easy to tell people your point of view Is much more personal and direct. Teaches people how to interact with people face to face. People may not feel comfortable expressing their true opinions

Non-Verbal Not speaking Written communication Sign Language Email Text Can lead to people not talking face to face People can become unfamiliar with talking to others and embarrassed to express their opinions

Types of Communication
Formal Polite and serious Often used when speaking in important situations e.g. Work, interviews or talking to police Use manners. Doesnt use slang. Informal Relaxed and comfortable Can speak about most topics Dont have to be polite Can use slang and jargon Mainly used between friends and immediate family

Types of Communication
Body Language Your body can create many messages without actually opening your mouth. You face can tell a thousand moods, your hands can direct people, your posture can tell people how interested you are. Body language is often read by people to tell what people are thinking and feeling, without then actually having to say.

Interpersonal Skills
Good interpersonal skills mean communicating in a positive and friendly manner. Body language must be open and undefensive and your information must be communicated and understood. All these qualities lead to effective communication, which when working in the care services is vitally important.

Give plenty of space Good body language Good listening skills Appropriate language Confidentiality Building professional relationships

Listening skills
Active listening, checking understanding, reflecting, paraphrasing, being receptive, being attentive & responsive, warmth, sincerity, respecting silence and using preferred forms of address

Good Personal Space e.g. allowing comfortable distance between speakers

Interpersonal Skills Examples

Use of Body Language Open & Closed body posture, proximity, facial expressions, eye contact, gestures, body tension, contact and touch, personal presentation.

Use of Appropriate Language

Asking open rather than closed questions, clarity, pace, tone, pitch, volume, prompts, encouragement, relaxed manner, being assertive, being friendly, giving time.

Listening skills
Active listening, checking understanding, reflecting, paraphrasing, being receptive, being attentive & responsive, warmth, sincerity, respecting silence and using preferred forms of address

Listening Skill

How do you How do you rate yourself? rate your friends?

Actively listening to what's being said? Checking you understand by asking again? Reflecting back on your conversations. Do you pay attention

Think of the typical conversations you have with your friends. Is there always someone who cant stop talking? Is there always someone who barely speaks? Do you sometimes find it hard to get a word in edgeways? Listening is as much a part of a conversation as talking is. People who dont listen, arent active participants in a conversation and lose the valuable meaning of what's being said. Plus they arent great friends! Especially if they drift off or change topics to their own problems. TASK -Complete the table to evaluate what you think of you and your friends ability to listen.

Are you warm and sincere?

Are you quiet when others speak or do you butt in? Does the topic drift off course? Is it brought back again? Your general listening ability?

Look at the pictures of care practitioners and care service users. What does the body language of the people in each picture tell you?

Transmission of Values
How do you communicate that you value your client? Values are communicated in any caring situation. This may be done through: Positively establishing and maintaining relationships Getting to know the service user in a sensitive manner, and sharing experiences Showing awareness of needs Promotion of a persons identity in a positive manner Respect for individual differences Respect for the worth of individuals in all interactions including personal dignity Consideration of choice and preference Encouragement of independence and support Confidentiality of information and discussion Praise.

Task-Define each TOV and give an example of how each value can be transmitted from carer to client.
Transmission To pass/move from one to another

Transcripts
Jo- What do you mean I cant have a cup of tea? Sam- I said, I cant get you one at the moment. Let me finish with this person first. Jo gets annoyed and hits the wall Jo- If you dont get me a cup of tea now am gonna smash your face in!!! Jo walks towards Sam and clenches his fist. Sam stands back and looks fearful Sam- Jo calm down! You need to sit down immediately and wait! Sam's voice turns firm and confident Sam- If you let me give this medicine to Tim, I can then get you a cup of tea and we can talk about your day. At the moment, your behaviour is slowing me down Jo backs down and turns his scrunched face into neutral. Sam turns away.

In order to review staff performance, it is sometimes necessary to record and observe a member of staff. This allows managers to see how staff share their care values. It also allows a chance to suggest points to improve in order to ensure carers are giving their clients the best care. TASK- Create a transcript of a conversation between 2 or 3 people, similar to the one at the side. Make one a positive interaction and one a negative and be sure to add directives inbetween the text to tell you what actions the people are doing. You will then role play each to the class.

Social Networking & Communication

Good Personal Space e.g. allowing comfortable distance between speakers

Dont stand so close to me

Weve all been there. Standing in a queue. People are inching closer towards the counter in a desperate bid to get served quicker. The person behind you cant get there quick enough and is getting so close towards you that you may as well give them a piggy back. You can feel their breath on your head, the heat of their body growing closer towards you. You start to feel tense and uncomfortable. You step forward to give yourself some room and they take that extra inch with you. You dont know this person, dont want to and want your space back badly. Its hard to define to some people what personal space entails. What feels comfortable to some, is down right intrusive to others. TASK-Look at the list to the right and using the image above define which of the 3 categories you would place each person.

1. Mother 2. Best Friend 3. Facebook Friend 4. Teacher 5. Shop Assistant 6. Pets 7. Stranger 8. School Friend 9. Partner/Spouse 10. Colleague

Use of Appropriate Language

Asking open rather than closed questions, clarity, pace, tone, pitch, volume, prompts, encouragement, relaxed manner, being assertive, being friendly, giving time.

This has nothing with swearing! When you go and do your interactions you will need to get as much information as possible. The way you ask a question can determined the level of information you gather. Its a common level of annoyance when people only answer yes/no to a question. It shows poor attention or interest in the other person.

TASK Write ten good question starters that would help you get an open answer e.g. How are you doing today? What do you think about?

You can send a send a message, without even opening your mouth

Use of Body Language Open & Closed body posture, proximity, facial expressions, eye contact, gestures, body tension, contact and touch, personal presentation.

This now famous picture of Sophia Loren and Jayne Mansfield was taken in 1957 during a Hollywood awards ceremony. TASK- What message do you read from each image?

Applying these skills to Health and Social Care Settings Good Personal Space Listening skills
Use of Appropriate Language

Use of Body Language

Health and Social Care settings provide a service to clients. This means that staff have to demonstrate excellent customer service skills to clients who have varying needs. As well as being a qualified practitioner e.g. doctor, teacher, staff also have to possess excellent interpersonal skills and be able to conduct their work in a professional manner. Clients needs vary and there are times when consideration has to be taken into account e.g. Factors to bare in mind; Clients may be vulnerable and in distress e.g. in need of medical assistance Most are professional relationships, and informality should be kept to a minimum Information attained must be kept confidential Staff must demonstrate that they Care when communicating. Direct touch and contact must not occur, except when vitally necessary. Listening to the clients needs is vital in order to meet them successfully. Advice and information given out is trusted and respected by clients, so must be accurate.

Confidentiality
You tell your mum about a child at the nursery they suspect has been abused. She tells her friend and she tells somebody else and this gets back to the mother of the child. Somebody tells you in confidence that an elderly woman has been hit and bruised by her son. What should you do here?

Confidentiality is one of the most important yet complicated rules of communication. All Health and Social Care professionals e.g. Doctors, social workers and teachers have to maintain complete confidentiality of their clients information to prevent it getting into the general public and causing embarrassment and putting the client at risk of danger.

Read the news article and answer the questions that follow.

Confidentiality Continued
1. What is the issue? 2. How has confidentiality been broken? 3. Was there justifiable reason? 4. What was the girls point of view? 5. What was her families point of view? 6. What was the nurses point of view? 7. Who do you agree with and why? 8. Is there ever a good reason to break confidentiality if a patient/clients health is at risk? Give examples. 9. How did the communication cycle break down? 10.What would have been the professional approach in dealing with this situation

Exchange of Information
Have you heard the secret?

Pass it on...
TASK- Explain what the most suitable way/s to communicate for each example;

Task-Think of as many different ways people pass on information

1. Social Worker to client 2. Teacher to parent 3. Boss to staff 4. Nursery staff to child 5. Council to citizens 6. Court Officer to witness 7. Hospital to patient 8. Colleague to colleague 9. Interviewer to interviewee 10. Charity to public

RESPECT OF DIVERSITY

CONFIDENTIALITY

EMPOWERMENT

THE CARE VALUE BASE

EFFECTIVE COMMUNICATION

ANTI- DISCRIMINATORY PRACTICE

Well done!
Youve shown you have a positive understanding of the Care Value Base already and quite a compassionate nature!

This provides the Care Value Base cycle. If any part of this cycle was to fail, the needs of the clients would be in jeopardy.

Jennies case.
Jennie is 14. She recently found out she is pregnant and doesnt want her parents to know. Her form teacher knows, as does her local GP. She has begged them not to tell her parents. Jennie was born with a heart defect that means giving birth or having any medical procedure will put her life at risk.

Task:

Remember!

To follow the most important care values.

The Care Value Base

The idea of the care value base consists of principles that underlie all health and social care practice. The main principles include the positive promotion of: Equality in care practice Peoples rights Respect for differences and for the choices or preferences of others in a positive manner Anti-discriminatory practice on the basis of race, belief, gender, disability or culture, health status, cognitive ability or mental health, background, place of origin, marital status or sexuality. Confidentiality and trust, in the recording and storage of records, in privacy within conversations. Support and advocacy.

Applying the CVB + TOV

You are now in a position where you can complete Part A and B fully as we have covered all the theory work in class. Using your notes, your work from your visit and your own additional research, begin to complete each numbered task.
EXAMPLE Part A- Task 3 The transmission of values means simply to communicate and pass along information from one person to another. Each service has a set of values that they must honour in order to provide their clients with the best level of care possible. It is the staffs responsibility to transmit these values to their clients by doing their job properly. This is important within my setting, Happy Kidz because the staff are working with young, impressionable and underdeveloped minds. They need positive role models who can demonstrate warmth, support and authority in a manner that puts children at ease and helps them to develop. I will now explain examples from the transmission of values and how they are appropriate to my early years setting.

Legislation and regulations

You will need to understand the importance of legislation and regulations relating to how service users are treated. You will need to learn the requirements for a safe and secure working environment which values the rights of service users and care workers. This includes: equal opportunities legislation (e.g. Sex Discrimination Act, Race Relations Act, Disability Discrimination Act) legislation relating to confidentiality (e.g. Data Protection Act) ethical issues related to confidentiality and trust charters, codes of practice, and policies in care organisations (e.g. Your Guide to the NHS: getting the most from your National Health Service, codes of ethics, NHS Community Care Act).

EMPOWERMENT TREAT WITHOUT DISCRIMINATION EASY ACCESS TO SERVICES PROMOTE THE RIGHTS OF INDIVIDUALS