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Health and Social Care Unit 1 P1, P2, M1
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BTEC Level 3 Health and Social Care Unit 1, covers P1, P2 and M1. Contains a full reference list. Merit achieved.
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Unit 1: Developing Effective CommunicationTask 1: The Role of Effective Communication and Interpersonal
Interaction
Throughout this essay, I will be explaining what communication is and exploring
reasons why it is important. Effective communication is essential to all work in health
and social care settings. There are many ways in which care staff can communicate,
all of which are used throughout this profession. It is extremely important, as people
need to know exactly what is wrong or what they are being told to do. Effective
communication also builds trust and relationships between staff and service users,
families and colleagues.
To be able to communicate effectively you must be confident, friendly,
compassionate and approachable, for example. Effective communication can make
people feel safe, can help develop relationships and can build someone’s self-
esteem. Whereas, poor communication can make an individual feel vulnerable and
emotionally threatened, which is why effective communication is vital to this field of
work.
The dictionary definition of communication is the imparting or exchanging of
information by speaking, writing, or using some other medium (Oxford Dictionary,
N/D). Communication is very important in a health and social care setting as there
will be a lot of sensitive information that will need to be shared. Good communication
helps to put patients at ease, as it is common for them to feel anxious or nervous
whilst in hospital. It is vital for doctors and nurses to communicate well with the
patients to reduce their anxiety and prevent them becoming rude or aggressive
(RCN, N/D). Good communication also helps make clients feel as though they are in
control of their lives. Whilst in hospital, a lot of the things you would have control over
when in your own home, are suddenly in someone else’s control, for example;
getting out of bed in the morning. When patients lose control it can make them feel
helpless and hopeless, which is not beneficial whilst trying to boost their chances of
recovery. This is another reason as to why good communication is so important as it
can prevent the patients feeling in this way (RCN, N/D). Good communication
enables the patients to feel valued, as the most precious thing we can give people is
our time. Showing people that you will put everything aside to spend time with them,
makes them feel of value to us (RCN, N/D).
There are multiple forms of communication that are used throughout the health and
social care profession and each have specific times where they are most useful.
Speaking one to one would be used between an expert and a patient when
diagnosis, for example, is taking place. This is important for effective communication
as it could help create a positive emotional atmosphere before complicated issues or
give people sensitive information. Sign language would be used towards those who
are deaf or hard of hearing. Written communication such as reminder notes, are
used with elderly people to remind them to take medication. Artwork like photos and
paintings can be used to help children understand things. Communication using
technology is used when patients phone the doctor. Unspoken communication using
facial expression indicates your emotional state, and could help you show empathy.
Text messages using mobile phones are used by dentists, for example, to inform
patients of upcoming appointments. Spoken communication within groups of people
are used when having group counselling session. Informal communication is used
between people who are familiar with each other. Formal communication is used
~1~
, Unit 1: Developing Effective Communication
when you are greeted at local authority social service desk or whilst in a meeting.
Music and drama are called the language of emotion and provide powerful ways of
communicating. Braille communication is using raised marks on paper that can be
touched, this is for people who are blind or visually impaired. (Stretch, 2010) There
are 2 types of communication; verbal and non-verbal;
In verbal communication there are many factors that need to be considered. Firstly,
the pace of speech must be carefully considered. This is how fast or slow carers talk,
for example; people say the Welsh talk very fast and can be hard to understand, so
to be able to communicate effectively a care giver with a Welsh accent have to talk
slow to make sure that they are understood. Next, the tone of voice carers use is
important, this is the way something is said. For example, a professional in the
health and social care sectors tone of voice should reflect on the patient’s emotions,
such as if the patient was upset, then the care giver would not be laughing whilst
talking. How loudly or quietly staff talk is also important, for example, it is important
for a professional not to whisper or mumble and not to shout either. To communicate
effectively they must talk clearly to be understood. Jargon should definitely be
avoided. This is language which is specific to certain professions, for example, a
doctor using lots of medical terms to patients, so they don’t understand what they are
being told. To communicate effectively a professional must try to avoid using
technical jargon. (Stretch, 2010)
There are also many factors that need to be considered in non-verbal
communication. Firstly, facial expressions indicate emotional state. For example, if a
person is happy they may have wide eyes and will most likely smile. To
communicate effectively a professional must ensure that they remain looking
interested in the person they are talking to. (Stretch, 2010) Posture is the way people
sit or stand to send messages. For example, sitting with arms crossed could indicate
hostility and lack of interest. To communicate effectively a professional must ensure
that they lean in towards the other person to seem intrigued. (Stretch, 2010) Body
movements also send messages. For example, moving slowly could send the
message of tiredness and should indicate to a care giver how their patients feel.
(Stretch, 2010) Hand and arm movements help understanding what a person is
saying. For example, a thumbs up can indicate that a patient understands. Some
gestures carry a common meaning in most communities in the UK, such as a thumbs
down or waving. (Stretch, 2010) Eye Contact is also important as the way a person
looks at someone can communicate many things. For example, interest, affection,
hostility, or attraction. It is important for professionals to maintain the flow of
conversation by using eye contact. (Segal, 2019) Touching another person can send
messages of care, affection, power or sexual interest. Professionals should use
touch appropriately for example, to comfort someone by holding their hand. (Stretch
2010) Listening Skills are also important. This is hearing another person’s words,
then reflecting on what these words mean. A professional should look interested,
hearing what is said and remember what was said. (Stretch, 2010)
Bruce Tuckman came up with the memorable phrase; forming, storming, norming
and performing in 1965. He used this to describe the journey most teams go on their
way to high performance.
As the key worker for Mrs Scott, I would start to work together with both my team
leader and the rest of my team. I would also take the time to get to know my new
colleagues, which would be forming, the first part of Tuckman’s theory. Next, some
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