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Summary Communication
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Communication within a care setting
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Unit 1.1. Effective communication means being aware of how you interact with the people you are
supporting and with others. It is important that you and your team have the appropriate
necessary communication skills to effectively communicate with others. I have on several
occasions worked with service-users with minimal communication skills. One female service-
user was both deaf and dumb and had learning disabilities, and could only make sounds and
gestures, which meant that basic Makaton was greatly used to communicate. This was not
always easy as communication needs weren’t always identified immediately. Another male
service-user did not speak but made noises and sounds to communicate, and also had
learning disabilities. Basic Makaton was used but was not really effective as the individual
had limited understanding of it. We could communicate immediate needs such as food and
drink through gestures and recognising the different noises and identifying the needs. It was
more difficult trying to identify thought processes and understanding of policies and
procedures such as making complaints, and with the help of family members and external
agencies we were able to manage these complexities. Having an assessment and
communication plan, as well as a risk management plan is paramount to achieving effective
communication and allows us to have systems in place for communication needs depending
on the level of support needed. In some circumstances, how you interact can be a ‘trigger’ if
communicated incorrectly through verbal or non-verbal cues, and can have a detrimental
effect on the individual.
2. There are many barriers to communication. It could be due to sensory loss or disability, or
behaviour as they may not be able to express themselves appropriately. There could be
personality issues such as being introverted and shy
(http://peopleof.oureverydaylife.com/language-barriers-8483.html) . Language barriers may
be due to English not being their first language and context and tones may form barriers.
Environmental factors could form barriers such as noisy environments or distractions which
can affect concentration and thought processes. Many factors can become communication
barriers, including how we present ourselves, if we are hurried in any way, use ineffective
listening, the language we use and how appropriate it is being used, using jargon, and
dialects. We need to be sensitive and use appropriate language in an appropriate way to
meet the communication needs of the individual. In order to support individuals properly,
we need to be sure that what we are communicating is being understood effectively. Having
effective communication assessments and management systems in place helps to reduce the
communication barriers and improve communication. Overcoming these barriers reduces
the ethical tensions which can form. We communicate in many forms including verbal, non-
verbal, postures and gestures, eye contact, the tone of our voice, proximity, pictorially using
flash cards for instance, using sign-language and Makaton and through sensory
communication such as touch. Sometimes it can be several barriers at the same time, for
example, cultural barriers may also involve language barriers also. We can effectively use a
Needs Assessment Tool to overcome these barriers
(http://www.thecommunicationtrust.org.uk/media/12898/slcn_tools-1_needs-
assessment_1_.pdf) which will identify any communication barriers and assist in making
arrangements to meet the communication needs of the individual. It is very important to
listen effectively, taking into account the views and wishes of the individual and to respond
, in an honest way giving as much information as is available to eliminate any confusion. It is
also important that we are responsive and sensitive to the individuals’ needs and to be
readily accessible to provide information, advice and support to the individuals’ and their
families
(http://www.gmcuk.org/guidance/good_medical_practice/communicate_effectively.asp) .
The communication Policy states that we will have communications systems set up and
maintained to facilitate the flow of effective communication and our communication
assessments and management plans are reflective of this. I can recall working in palliative
care with cancer patients when I entered a room with an adult female sat in a chair watching
TV. As I entered the room I asked how she was and was there anything that she needed.
Every step closer to her and I can only explain it that she closed like a flower, the volume on
the TV decreasing as she curled into a ball. I quickly realised that my presence was having an
effect on her but said nothing and the only communication was this ‘shutting off’. As I
stepped backwards out of her room, again each step saw her unfold and the volume
increased with the remote in her hand. By the time I was at the door to exit, she was sat up
in her chair watching the TV as if nothing had happened. Although I asked many nurses on
my shift, no-one could explain these actions. This is a good example of barriers to
communication. I never got any answers and I have not experienced this since but I would
have loved to have known why the communication failed.
Part 2.
3. The most effective method of communication is verbal, face-to-face interaction. You are able
to share ideas and collaborate on reflection and new techniques and to share information
collectively. It is a more hands-on approach to partnership working but is not always readily
practicable due to working commitments. It is important to create a trusting and honest
relationship within partnerships and these are more readily formed when communicating
face-to-face. All methods of communication with partnerships rely on the skills of listening,
negotiating and compromising as well as being sensitive to the needs of the individual in
question. Telephone communication is paramount within any partnership working and
ensures that updates are regularly communicated. Keeping in regular contact and
communicating regularly is key to any working partnership. Once a partnership is agreed,
there should be systems in place to measure the key objectives and how that data is
collected and used. One of the more widely used methods of communication in partnership
working is electronically with the use of email. This is a very practical way of communicating
with partnerships and has its many uses, whether for collecting data and reports or for
advice and information. The main worry with any electronic communication is security and
keeping our online security up-to-date. With any partnership working, it is important that
shared goals are agreed and that they work towards the same objectives, but this is not
always clear. There may be disagreements on how best to move forward, or negative
influences. I have personally struggled at times when communicating via telephone
especially with dialects and accents, needing to repeatedly clarify things, probably to the
point of becoming annoying which was not my intention. Had that person been face-to-face
I probably wouldn’t have struggled as there would be other non-verbal cues to aid the
communication. Another communication method that is increasingly becoming popular is
video conferencing, where people in different locations can be in the same room via internet
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