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Unit 1 Communication
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Unit 1 – CommunicationTask 1 - Explain using examples you have observed in class, on placement, your own experience, or
from YouTube clips the effective role of communication and interpersonal interactions in health and
social care settings. Within this task you must also explain the factors that influence communication
and interpersonal interactions. (Consider both positive and negative influences and also consider one
to one or group communication).
List of settings – teacher, orthodontics, social worker, surgeon, counsellor, speech therapist,
pharmacist, mental health nurse, midwife, physiotherapist, CAMHS worker, youth worker, and
gynecologist, chiropractor, receptionist, paramedic, play therapy, and GP, dentist, nutritionist,
dietitian and T.E.D.S worker.
1 to 1 Scenario (x3) –
· A one to one scenario may be a counsellor having a one to one conversation about their needs
and issues, this may take place in a counselling center
· Social Services having a conversation with a family member in a family home about a child, this
conversation may be about the child's school issues
· A GP diagnosing a patient's medical concerns and issues in their local GP
Group Scenario (x3) –
· A group scenario would be nurses doing a handover with other nurses who are due to start
their shift, discussing the current patient’s needs, this would take place on a ward within a hospital
· A dietitian presenting a talk to school students about living a healthy lifestyle, this would take
place either in a school or a youth club setting
· A social worker discussing the child's behavior plan for moving forward in a mainstream school
with the family and the class teacher, this may take place either at home or school.
Introduction Paragraph
According to the Collins Dictionary communication is the study of ways in which human beings
communicate, including speech, gesture, telecommunication systems, publishing and broadcasting
media, etc. Communication is needed within a wide variety of different situations. Effective
communication in healthcare is vital as it can allow the exchange of thoughts and ideas by verbal and
non-verbal means. Communication is vital through many different scenarios such as a counsellor
having a one to one conversation with a patient and nurses doing a handover with a new set of
nurses. Health and Social care professionals should aim to build up a positive relationship and feel
comfortable with patients through different forms of communication, this would them make them
able to communicate with families/careers. If there was a lack of communication with a doctor and a
patient there would be a lack of effective results also a lack of confidence within the doctor and
patient resulting in miss-diagnosing the issue. Interpersonal interaction is a communication process
that involves the exchange of information, feelings and meaning by means of verbal and non-verbal
messages, between two or more persons. Interpersonal communication skills are essential to
Chloe Evans
,developing other key life skills. Being able to communicate well with others is often essential to
solving problems that inevitably occur both in our private and professional lives.
Our Group Interaction
Personally, I don’t believe that our group interaction had the correct atmosphere as we were
surrounded by many other groups in a small classroom, making the atmosphere tense. Another
reason why I believe that the atmosphere wasn’t correct was because there was a noise distraction of
beeping in the room which made us distracted from talking about the correct topic. This may have
had an impact on our outcome of the discussion. In my opinion I believe that the seating could’ve
been better as we were sat in rows meaning that we couldn’t all discuss the topic properly. Even
though our seating could’ve been better if we were all able to see everyone’s facial expression and
gestures that they may have made. We all made an equal amount of contribution to the group
discussion, voicing our thoughts on the topic that we were given to discuss. These individual
contributions then helped us come to a final decision on the discussion.
Again because of the noise distraction all members of the group had weak listening skills due to this. If
we were to do this again, we would need to ensure that there were no distractions prior to starting
the group interaction. Within our group there was hardly any leadership, due to the fact that we all
voiced our own opinions, there should’ve been a leader in our group with a plan to ensure that we
covered all points to be able to come out with an effective result.
There was an informal environment as we were surrounded by many other groups who were
discussing the same topic, which made many distractions to our group interaction. From the seating
arrangements it allowed groups to discuss with other groups to com up with a final answer. Our group
interaction was held in a classroom which was particularly small, with many other class members and
our class teacher; we were sat along a rectangle table which created barriers to effective
communication. Finally, I believe that this group discussion was effective however we would need to
make improvements to the environment and seating arrangements next time to come out with a
better result. Overall, there was a conclusion reached our group interaction. In my opinion, the one
thing that we need to focus on next time is all listening to each other's ideas, which would then help
us come to a final decision.
Forms of communication
There are many different forms of communication that people can communicate through, these
include FaceTime/technology, art, drama, Makaton, email, verbal/non-verbal, letters, music, eye
contact, sign language, gestures, signs and symbols, texting over social media and facial expressions.
Many dentists use text messages to remind patients of their upcoming appointments. This form of
communication may be effective because the patients will get a reminder of any appointments that
they need to attend and the majority of the time the doctor would get a response from the patient
about whether or not they still require the scheduled appointment; this is also cost effective, rather
than paying for letters to be posted. The only downfall of this form of communication is that the
patient may be elderly or not have any access to technology, this would mean that they wouldn’t get
reminded about their scheduled appointment and may not turn up or forget about it. As many people
are nervous when attending the dentist or doctors, they would also play music in the waiting room to
calm the anxious patients down. However, others may say that it makes them agitated and more
Chloe Evans
,anxious while they wait to go into the appointment. Therefore, the music is always played quietly to
meet all patients’ needs and requirements. Some health and social care settings may use letters as a
way to remind patients of upcoming appointments. However, there are many disadvantages to
written letters as a form of communication. The patient may believe that the letter is junk mail and
not bother opening it or it being sent to the wrong address; this may happen from the patient not
informing them of a new address. From both of these instances, the patient would not be aware of
their upcoming appointment and would most likely not attend it. Personally, I believe that a health
and social care provider should phone the client to remind them of any upcoming appointments as
this will ensure that they are aware of it. This will then have a positive impact on both the patient and
health and social care provider.
Verbal Communication – Verbal communication uses words to present ideas, thoughts and feelings.
Good verbal communication is the ability to both explain and present your ideas clearly through the
spoken word, and to listen carefully to other people. This will involve using a variety of approaches
and styles appropriate to the audience you are addressing.
Non-Verbal Communication – This refers to the messages we send out to express ideas and opinions
without talking. This might be through the use of body language, facial expressions, gestures, tone of
voice, touch or contact, signs, symbols, pictures, objects and other visual aids. It is very important to
be able to recognize what a person’s body language is saying, especially when as a health or social
care worker you are dealing with someone who is in pain, worried or upset. You must also be able to
understand the messages you send with your own body when working with other people.
An example of verbal communication would be a patient who is registered under CAMHS surgery
suffering with mental health issues and has an upcoming appointment. An email or a text would be
more cost effective and beneficial for the patient as they would receive it quicker rather than a letter
which may get delayed through the post. If this was to happen the information wouldn't be received
by the patient therefore resulting in the patient missing a vital appointment.
Non-Verbal communication is also used in the health and social care sector in many different ways. An
example of this would be a child who has been diagnosed with cerebral palsy, Down syndrome,
autism, trauma or speech disorders. To communicate they may use Makaton which is a unique
language program that uses symbols, signs and speech to enable people to communicate. It supports
the development of essential communication skills such as attention and listening. There is also
another useful way for non-verbal patients to communicate, this is through sign language. Both of
these forms of communication would be useful as children with speaking difficulties would benefit
from this and be able to communicate with others.
Forms of Non-Verbal communication
Body language – The way we sit or stand, which is called posture, can send messages. Slouching in a
chair can show a lack of interest in what is going on and folded arms can suggest that you are feeling
negative or defensive about a person or situation. Even the way we move can give out messages, e.g.
shaking your head while someone else is talking might indicate that you disagree with them or waving
your arms around can indicate you are excited.
Chloe Evans
, Facial expression – We can often tell what someone is feeling by their eyes. Our eyes become wider
when we are excited or happy, attracted to, or interested in someone. A smile shows we are happy,
and a frown shows we are annoyed.
Touch or contact – Touching another person can send messages of care, affection, power or sexual
interest. It is important to think about the setting you are in and what you are trying to convey before
touching a person in a health and social care environment. An arm around a child who is upset about
something in hospital or a nursery can go a long way to making them feel better, but a teenager might
feel intimidated by such contact from an older person.
Signs, symbols and pictures – There are certain common signs or gestures that most people
automatically recognize. For example, a wave of the hand can mean hello or goodbye and a thumbs
up can mean that all is well. Pictures of all forms and objects also communicate messages; an X-ray
and a model of the knee joint can more easily communicate to someone needing a knee replacement
exactly what is involved. People who are unable to communicate in conventional ways sometimes use
alternative communication systems to send and receive messages. An example of this would be
people with visual impairments often use their sense of touch to read documents written in Braille.
This uses a series of indentations made by a special stylus on one side of paper. The combinations of
indentations represent letters that can be touch-read by people who understand the braille system.
Two Way Communication
Two-way communication is when one person is the sender and they transmit a message to another
person, who is the receiver. When the receiver gets the message, they send back a response,
acknowledging the message was received. Two-way communication creates a more democratic
environment, whereby people can share their thoughts, ideas and opinions, regardless of corporate
hierarchy, and improve relationships right across the structure. Effective two-way communication is
required in order to solve problems better. Two-way communication is a model that enables health
educators to disseminate information in a way that deliberately solicits a response from the intended
recipient. This form of communication also creates a more democratic environment, whereby people
can share their thoughts, ideas and opinions, regardless of their hierarchy, which improves
relationships right across the structure
Formal Communication
Formal communication is the exchange of official information that flows along the different levels of
the organizational hierarchy and conforms to the prescribed professional rules, policy, standards,
processes and regulations of the organization. Formal communication tends to start with a greeting
such as ‘Good afternoon, how are you feeling today?’ It can be used to show respect for others.
Formal conversation is often used when a professional person, such as a health and social care
worker, speaks to someone using a service. It is clear, correct and avoids misunderstanding.
Communication with a manager is usually formal. A manager is usually more distant from those they
manage so that if they need to, for example, issue a formal warning to someone, it is less awkward for
both parties than if they are friends.
Chloe Evans
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