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Unit 1 - Developing Effective Communication in Health and Social Care/P5/P6/M3/D3 (ALL ACHIEVED)
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Effective communicationP5: participate in a one-to-one interaction in a health and social care context.
Nargis Mohammed (71) has an hearing impairment and recently started showing signs
of early dementia. Nargis loves to do things independently and she intendeds to get
upset and frustrated if she won’t be able to do it on her own.
Scene 1: Knocks before coming in and greetings. (Using eye contact, gestures.)
Scene 2: Ask Nargis Mohammed if she wants to shower or have breakfast first.(Eye contact,
body language, tone of voice.)
Scene 3: Ask Nargis Mohammed if she wants assistance while showering. (Proximity)
Scene 4: Assists Nargis Mohammed while showering. (Eye contact)
Scene 5: Help Nargis Mohammed back in the wheelchair.(Tone of voice)
M3: assess their communication and interpersonal skills in relation to each
interaction.
The setting I used was a residential care home for elderly people. Nargis Mohammed and I
played out the scenario in the health and social care practice room which had the equipment
we needed to carry out our performance. Nargis played the role of the service user who has
an hearing impairment and dementia. I played the role of a service user (carer) who
conveyed the service to Nargis.
Strengths of the one to one interaction
I used effective communication in my performance by make use of positive eye contact. This
was beneficial to the conversation we were having as it would make Nargis feel that I was
listening to her which could make her feel like she was being valued by me. Therefore, the
communication between me and Nargis would be effective as it would make her feel that I
was participating into the conversation. An example of that could be that Nargis would feel
like I was interested in the conversation that we were having which would lead her in the
future to communicate more effectively as he would know that I listen to her. My other
strength was use of positive body language. By using positive body language I would
prevent Nargis feeling like she wasn’t intimidated by me. An example of that could be me
crossing my arms which convey a message of me being angry and therefore could intimate
Nargis. As I made good use of positive body language I conveyed a positive message to
Nargis which could make her feel comfortable enough to speak further. Another strength
was making use of good proximity between me and Nargis. As I assitited Nargis to the
bathroom to have a shower I asked her if she wanted me to help her. By this, Nargis would
feel like I was not invading her personal space as I asked her first before acting out. This
would make her feel more comfortable whilst I was communicating with her.
Weaknesses of the one to one interaction
However, my communication skills were not always as effective as it should be. Whilst I was
speaking to Nargis my speech was rushed which could make it look like I was uncomfortable
and wanted to get my job done rather than meeting the needs of Nargis. This could make
Nargis feel like I was not taking my job seriously and could cause to make her feel
disrespected by me. By rushing my speech it could cause that Nargis wouldn’t be able to
take the information in due to her dementia and would make her feel confused. It would
, cause Nargis to ask what I was saying constantly which could also make her feel frustrated
or angry. However, this was due to the lack of confidence I had in myself as I felt like I was
not good in my job. I was also really nervous which caused my speech to be rushed. As I
was rushing my speech I gave a negative impression to Nargis and therefore it would make
Nargis feel like good care was not provided to her. Another weakness of my interaction was
that whilst speaking I had pauses of hesitations which could make it look like to Nargis that I
was not sure what I was doing. This could make Nargis feel like I was not good at my job as
I wouldn’t know what to do and cause her to feel frustrated. As I had pauses of hesitations it
could make it look like that I was confused or even bad at my job. This could make Nargis
feel panicked as she wouldn’t feel safe with me as it could convey a message to her that I
had no idea what I was doing. Another weakness to the communication that I was conveying
was my facial expressions. Due to feeling nervous I started smiling which could convey a
negative message to Nargis. An example of that could be that I was laughing at her which
could make her feel belittled.
D2: evaluate factors that influenced the effectiveness of each interaction.
The factors that influenced the effectiveness of my one to one interaction was that I made
use of my reflective listening skills. Reflective listening skills allows Nargis to focus on her
thoughts and how she feels or think about what she is saying. It also shows Nargis that I was
trying to understand the world as she sees it which could convey the message that I was
interested in her conversation. Therefore, it could make her feel more valued and respected.
Another advantage of how reflective listening has influenced the effectiveness of my one to
one interaction with Nargis was that it would encourage her to speak further and by this I
could identify what her interests are which I could use in when I plan a activity. This could
lead to a positive outcome as Nargis would be more likely to participate into activities that
include her interests such as nail painting, reading or watching a movie (Skills you need,
No Date). Another example of a factor that has influenced the effectiveness of my one to
one interaction was that formal language was included whilst I was talking to Nargis and
therefore there was no use of jargon. This would prevent barriers in communicating with
Nargis. As Nargis has dementia it would be much harder for her to receive messages as it
could occur that she can’t remember it. If I would have made use of jargon it could make it
much harder for Nargis to understand the message that I was conveying and could cause
her to be confused (Banner Alzheimer’s institute, 2016). Another factor that has influenced
my one to one interaction with Nargis was clear tone of voice. As Nargis has an hearing
impairment it would be much harder for her to hear what I was saying. Due to my clear
speech she was able to hear the message that I was conveying and therefore could respond
back to it. This could allow Nargis to know what I was asking. An example of that could be
when I asked her if she wants breakfast first or wants to shower first. As she is able to hear
me, she wouldn’t have to repeat herself by asking what I was saying and could avoid her
becoming frustrated or angry. It could also avoid misunderstandings as it could avoid Nargis
to mishear something. An example of that could be that Nargis may have heard having
breakfast first but I had mentioned having a shower. Due to this I could have start making
her ready for taking a shower which could confuse Nargis as she never had agreed to this
and could start to make her angry as she would think that I was disrespecting her by not
taking her choice into account and therefore create a misunderstanding between us.
However, I had a good clear speech and therefore would avoid this misunderstanding, and
would meet the needs of Nargis (Stretch & Whitehouse, 2010).
What could I have done better?
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