Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

The role of Communication and interpersonal interaction in Health and Social Care.
In this assignment I will explain the reasons why we need effective communication
and interpersonal interaction in health and social care. I will consider the importance
of working with service users and service providers and how communication can be
effective in a care setting. I will also discuss the theories of communication and the
limitations to these theories and how these might be used in the health and social
care context. Lastly, I will assess the role of effective communication and
interpersonal interaction in health and social care with reference to the theories of
communication.
Communication is conveying or exchanging information between one another. This
may be through writing, speaking or some other method. It is a complex two - way
process which consists of two types of communication which are formal and
informal. Good communication involves the process of checking understanding,
using reflective or active listening. Interpersonal interaction is
a communication process that involves the exchange of information and feelings by
the use of verbal and non-verbal messages, between two or more persons.
Formal communication is effective when communicating with the context of
communication; this refers to who is involved and the purpose of the communication,
for example, colleagues, other professionals, service users and multi-agency
working as this shows professionalism and respect for others. The context influences
the type of speech that will be spoken, which may be formal (e.g. between
professionals) or informal (e.g. between colleagues). When deciding on the type of
context to be used it is important that the message should be understood. There are
two main types of communication one- to- one and group, however there are others
for example, written, oral, symbols, technology and test messaging.
Effective one-to-one communication requires: listening skills, information-giving skills
and questioning skills. Care workers need to be able to help people talk about and
express their concerns. They do this by: using open questions that give people a
chance to talk rather than give a one-word response (e.g. How are you feeling
today? is an open question). Using reflective listening by checking their
understanding of what the individual says their carer should recap, summarise and
use compassion to let the individual know the care worker understands their
thoughts and feelings. One-to-one communication skills are needed for everyday
interactions in health and social care settings. They are also needed to establish and
maintain supportive relationships with work colleagues and the service users.
Informal communication usually takes between friends and family. Some local
groups from certain places might have their own ways of speaking and may use
different terms that other people would not understand. Different types of groups use
different informal language therefore, it can sometimes be hard to understand the
communication of people from different social groups. This is also known as dialect,
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Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

a particular form of a language which is peculiar to a specific region or social group.
Informality can be seen as a sign of disrespect. The health care setting usually
involves formal communication, which is understood by a wide range of people it
also shows professionalism and respect for others. Often care workers will adjust the
way they speak in order to communicate respect for different speech communities.
The way you communicate with other people always depends on the situation or the
context you find yourself in. But if you find yourself in a different context you will need
to be able to change the way you act in order to get a good response from people.
Interpersonal interaction includes speech, language
(dialect, slang, and jargon), and non-verbal (posture,
facial expression, touch, silence, and reflective
listening). Interpersonal skills are how you
communicate with other people since it is important
to consider how you talk to the service users and if it
is effective. This is important as they should
understand what is going on therefore it is important
that a service provider does not use jargon (words
used that are hard for others to understand) and
explain the procedure properly. For example, if
jargon is used the service user may feel scared and worried as they dont
understand what is going on. However, if they understand the facts the service user
will feel at ease. Jargon is also a communication barrier. Non-verbal communication
is messages we send without using words. These messages are sent by using our
eyes, tone of voice, facial expressions and gestures.

In addition, there are various factors to consider

when promoting communication. For example,
there should be enough proximity/ personal
space, allow sufficient time for a response,
making sure the environment is appropriate and
be a good listener.

Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

As health and social care workers, they will be communicating with a number of
people for example, managers, supervisors, colleagues, relatives, patients, clients,
different organisations (Multi-agency working), different professionals (Multiprofessional) and other healthcare professionals language community. A language
community is a community of people that has developed its own special words,
phrases, social expectations and ways of interacting that sets it apart from other
groups of people.
Health and social care professionals need to attain good communication skills in
order to carry out their job roles successfully. This is vital for workers as effective
communication is a necessity as colleagues will be sharing and receiving information
within the workplace that is relevant to an individuals health and well- being. Also,
another reason is that effective communication allows practitioners to express trust,
understanding and support. Colleagues who do not express respect for each other
may fail to show respect to the service users. Although communication between
colleagues may often be informal it is important that care workers used skilled
communication in order to develop respect and trust. In addition, good
communication skills are equally important to the service users as it empowers
individuals by allowing them to express their needs and wishes. Furthermore, it
enables a person to feel secure and respected as an individual when they are
physically and emotionally vulnerable, therefore, their identity needs to be
maintained whilst receiving care. This can only be achieved if they have the
opportunities to express themselves and to be understood by their carers.
Many individuals use different types of communication as they have communication
and language needs and preferences. Some individuals may prefer methods of
communication such as British Sign
Language, Makaton, Braille, use of signs
and symbols and finger spelling.
Individuals who are visually impaired may
use braille. The Braille system is a method
that is widely used by blind people to read
and write through touch. Sign language is
a language instead of using sounds it uses
visual signs. These are made up of the
shapes, positions and movement of the
hands, arms or body and facial
expressions to express a speakers thoughts. Sign language is commonly used for
deaf people as well as their relatives. Makaton is a method of communication using
signs and symbols and is often used as a way of communicating with those who
have learning difficulties. Makaton uses speech as well as actions and symbols. It
uses picture cards and ties in facial expressions.

Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

In order to communicate you have to go through a
process with another person. This process is called
the communication cycle. His cycle had six stages.
This was proposed by Michael Argyle in 1972.
Argyle (1972) argued that interpersonal
communication was a skill that could be learned
and developed in much the same way as learning
to drive a car in which you have to decode what
other people are communicating and constantly
adapt your own behaviour in order to communicate effectively. An example of this is
in the care setting would be when a care worker using touch when listening to a
resident, this can be shown as effective, and can also show that the message was
received and decoded, but this can be misinterpreted if not used in the right way.
Bruce Tuckman (1965) researched on group communication and suggested that
there are 4 processes of creating a group, these are: 1 forming 2 storming 3 norming
4 performing. The first stage refers to people meeting for the first time and sharing
information. The second stage involves tension and sometimes arguments about the
way the group will work. The third stage sees the group coming together. Once they
have established expectations and values, the group will reach the fourth stage and
will effectively perform as a one group. Health and social care practitioners need to
understand that they need to work in a team to face challenges, tackle problems, find
solutions and deliver results. This is important as they will learn how to effectively
work in a team that will continuously grow.
Overall, effective communication skills are very important in health and social care
as they help to establish relationships between colleagues and patients. It is also
important to use the communication cycle as we understand what is being said by
someone and then reflect on it and respond accordingly. However the
communication cycle has limitations such as, the message sent may be incorrect or
too vague for the other person to understand and they may have used the wrong
language or have used language the other person doesnt understand. This can lead
the other person making the wrong assumptions. On the other hand, the
communication cycle enables you to think before you speak and how youre going to
say it. It also shows reflective listening and a level of understanding as you will clarify
what the other person has said.
In conclusion, in the health care setting it is vital to have effective communication as
you have to create a positive and relaxed atmosphere because then you will be able
to build relationships and trust amongst each other. Due to the trust, the resident will
feel safe and secure in a friendly environment. In addition, interpersonal interaction is
equally important as people with learning difficulties for example, autism find it

Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

difficult to talk to people about their feelings therefore care workers can interpret this
and help them.

Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

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Heleena Begum

Unit 1 Assignment- Developing Effective Communication In Health And Social Care.

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Heleena Begum