Unit 4222-301 Promote communication in healt, social care or

cidren's and young people's settings( SHC 31)

Assesment criteria

Outcome I Be able to understand why effective

communication is important in the work setting

The learner can:

1. Identify the different reasons people communicate

We communicate all the time to greet ohters and socialise, to express

our needs/ feelings and our concerns, to share our ideas, to pass an
information, to reasureothers, to build relationships with others, to ask
questions, to share our experiences.

Communication can be professional or personal. It is important in

social work environments that information is recorded so that if it
needs to recalled later on for legal reasons it can be. All
communications are confidential and a " need to kow" basis.
Communication between colleagues are essential to that serice user is
having the same care and needs by all members of their care team.

2. Explain how communication affects relationship in the work estting

Communication in the work environment with coleagues, service users,

family members, other organizations rgarding service user, promote
trust, help, understand the individual's needs.

Communication is used to inform others of the care and wellbeing of

the service user, without communication I would not know wht the
serivice user wants or needs, feelings and weelbeing.

Communication can prevnt or resolve conflict and prevent

misunderstanding.

Outcome II Be able to meet communication and language

needs, wishs and preferances of individuals

The learner can:

1. Demonstrate how to establish the communication and the language

needs, wishes and preferences of individuals

I can establish a service user's preffered method of communication by:

asking the service user, reading their care plan, ask family members
and friends, ask coleagues. As I care for the serivce user I will be
making observations and asking questions and I can shre my
eperiences with coleagues and record them in the service users care
plan. The service user's needs should reflect their: culture, beliefe,
religion and their preferences according to their needs.

2. Describe the factors to consider when prommoting effective

communication

Factors to consider when communication could be:

Is the environment adequate for the communication( well lit,

quiet, confidential, etc.)

The service user has the abilities to understand( dementia,

mental health, learning disability)

Adapting your communication for the individual( speak louder,

use hand gestures, talk slower and clear, etc.)

Does the person need an interpreter or family member to be

preent?

How is the person going to respond to the communication?

Are you inviding the individuals personal space?

Do you need to write down questions,for the individual to

understand better?

Are you sure of the facts, that you communicating?

3. Demonstrate a range of communicationmethods and styles to meet

individual needs

Service users can have difficulty in their communication , these can be:
hearing loss- hearing imparied people have to concentrate very hard to
pik up information, hearing aids, sign language, lip reading, flash cards,
written information and speaking clearly and slowlycan help the
service user wirh communication; loss of sight-can make a user service
disoriented in a strange place or even time to time in their own home,
trying to keep things in the same place is also important, so that the
service user, can find things when they are on their own and for their
independent; gender differences- female service user may not want a
male carer; dysphasia- service user who have had a stroke may be
dysphasic, wich can make communication very frustrating for them;
cultural diferences- some gesture can have different meaning in
different cultures, it is best to familiarise yourself wih their culture so
that you are able to treat hem with respect; communication and
Autism- people with autism have difficulties with both verbal and non-
verbal language, and think wht peouple mean what they say, hey can
also find facial espression, tone of voice , jokes, sarcasm and common
phases and sayings difficult to understand.

4. Demonstrate how to respond to an individual's reactions when

communicating

Verbal responses e.g. tone,pitch, silence, non-verbal response e.g.

body language, facial expressions, eye contact, gestures, touch.

Outcome III Be able to overcome barriers to communication

The learner can:

1. Explain how people from different backgrounds may use and/or

interpret communication methods in different ways

We live in society where there is many cultures and communication

can be different in these cultures and the same sayings can have
different meanings to our own. For example if we use slang the service
user may not understand and wat is acceptable in our culture may be
an insult to another. In some culture it is unacceptable for a woaman to
speak unless spoken to. As a social care worker you have to inform
yourself of the differnt cultures of the service user you work with.

2. Identify barriers to effective communication

Their understanding/ languages differences

Visual/ hearing impairment

Relationship

Age
 Environment is to loud/ noisy

Einvironment is to cold/ hot

Environment is to bright/ poor light

Chair is to far apart/ to close

3. Demonstrate ways to overcome barriers to communication

Aapt communication for the service user's medical needs

Explain things in simple language in a clear slow voice, consider

using images if appropriate

Offer the service user glasses orhearing aids if they have them

Maintain a proffesinal friendly approach

Adjust the noise/ light level, room temperature

Moove chairs closer or further apart

Do not make assumptionabout beliefs, values and culture

4. Demonstrate strategies that can be used to clarify

misunderstandings

To prevent misunderstandings when communicating speak slowly and

clearly, reapeat yourself if necessary, write things down. If you
communicating about a passing on a bad news then it is the best to
have someone with you, this acts as support for yourself and the
service user and a witness. When communicating with a service user
with demntia repeat yourself and ask them if they have understand,
you prompt then verbaly to remind user of the content of your
communication.

5. Explain how to acces extra support or services to enabe individuals

to communicatate

Other colleagues

Supervisors

Manager
 Local authority- social worker

GP

Family and friends

Outcome IV Be able to apply principles and practices relating

to confidentiality

The learner can:

1. Explain the meaning of the term confidentiality

Confidentiality is a set of rules or a promise that limits acces or place

restrictions on certains types of information.

2. Demonstrate ways to maintain confidentiality in day to day

communication

When a service user is new to the service they will be explained the
confidentiality policy, after this has been explained to them if you need
share their information about them or something they have told you,
you have to ask for their consent to share this with other members of
the healt and care team.

3. Describe the potential tension between maintaining an individual's

confidentiality and disclosing concerns

Confidential information disclosed by a service user may have to be

passed on to others, if there is a risk of danger or harm to them or to
others, if abuse is suspected, or if there is suspected misconduct of a
coleague in respect of the service user( wistle- blowing). You must
inform and explain to the service user why the information they have
told you needs to passed on to others and that is your responsability to
do so and that it is part of the company's policies and code of practice.
This may cause tension in the relationship between you and the
service user, may lose trust in you and be upset that you have passed
on the information.