MLearning 4 Those Who Care

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M-Learning 4 Those Who Care
Health and Social Care Level 2
HSC21 Part 1 Communicate with and complete
records for individuals
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Contents
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Knowledge Evidence

• This information pack provides information on the
  following

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Effective Communication (1)

• Communication can be defined as being the giving
  receiving of information both verbally non
  verbally.
• It is important that a carer is aware of verbal
  and non-verbal communication when interacting
  with individuals.
• Often an individual will tell you they are fine,
  however facial expression and body positioning
  might indicate they are in pain.

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Effective Communication (2)

• Non verbal communication includes

• Tone, pitch volume
• Touching
• Body shape odour, perfume, clothes jewellery
• Physical setting
• Focusing on the individual
• Body language and eye contact
• Allowing sufficient time
• Checking understanding

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Effective Communication (3)

• Effective communication also includes the
  following factors that we will look at in more
  detail

• Active listening
• Body space
• Preferred method of communication
• Adapting communication

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Active Listening

• This means showing that you are listening and are
  interested by

• Nodding
• Repeating part of what the individual says
• Using sounds like ummm and ahhh
• Allowing the speaker to finish without
  interruption.
• Asking open questions

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Body Space (1)

• Public Zone Often occurs in large gatherings.
  This is not a very comfortable zone, as
  interference becomes a barrier to communication.
  This zone poses particular problems for those
  with sight or hearing impairment.
• Personal Zone You usually limit this space for
  those whom you know. You can maintain eye contact
  well use touch if appropriate.

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Body Space (2)

• Points to remember

• Introduce yourself before invading someones
  space. You may drive a person away or trigger an
  aggressive response.
• Some people will retreat if you get too close
• Comfort zones are dependent upon what is
  happening or you are trying to do.
• Consider gender cultural norms.
• Eye contact is difficult to maintain at distance
  or too close.

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Preferred Method

• Everyone has their own preferred way of
  interacting. This can include

• Verbal
• Written
• Signing (e.g. BSL, Makaton, PECs)
• Gestures

If you do not use these, people can become
isolated, frustrated, fearful and possibly
confused.
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Adapting Communication

• This means changing the way you communicate to
  meet the individuals needs. For example

• Speaking slower
• Pointing or using pictures/images
• Using shorter sentences
• Avoiding jargon
• Not covering your mouth while speaking.

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Check Your Understanding

• Active listening means
• Click on what you think is the correct answer

• Making lots of gestures
• Sitting close
• Showing that you are listening
• Keeping eye contact

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Well Done

• Congratulations. Active listening means showing
  you are interested and are listening to what is
  being said.

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Poor Communication

• Now that we have identified some of the factors
  that affect communication we need to think about
  the effects of poor communication.
• Take some time to think how your client may
  behave if you are not communicating effectively.
  There are some examples on the next page.

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Effects

• Your client may become withdrawn stop
  communicating altogether.
• He or she may become frustrated, confused or even
  angry.
• Worse still poor communication may result in
  non-compliance with their treatment.
• Remember that other clients can also become
  affected by the situation.

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Barriers to Communication

• Below are three categories of barrier to
  communication. Each will be looked at in turn
  over the next three pages.

• Environmental
• Disability/ill health
• Personal

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Environmental

• This include

• Noise
• Interference
• Lack of privacy
• Fear of being overheard
• Inadequate lighting (for lip reading)
• Feeling unsafe in the environment
• Technical failure (e.g. hearing aid, etc.)

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Disability/Ill Health

• This includes

• Speech impairments
• Hearing impairments
• Mental ill health
• Visual impairment
• Dementia
• Physical disfigurement
• Depresssion

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Personal Aspects

• This includes

• Stress
• Language cultural differences
• Learning difficulties
• Lack of trust
• Embarrassment
• Fear (of being abused or ridiculed)
• Lack of assertiveness
• Pace (too slow, too fast)

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Ask Yourself

• Answer these questions for yourself.

• Have you ever had difficulties making yourself
  understood?
• Why did you have difficulties did they make you
  feel?
• How did you overcome them what was the result,
  did you get what you wanted?

This should enable you to empathise with those
who have communication difficulties.
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Code of Practice

• The Code of Practice for Social Care Workers
  section 2.2. states that the care worker must
• communicate in an appropriate, open, accurate
  straightforward way.
• This statement ensures that the service users
  right to using their preferred method of
  communication language is met by the Social
  Care Worker, all communication is carried out
  in a manner that the service user can understand.

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Further Research

• Use any of the links below to find out more
• Communication skills in Social Care
• Code of Practice for Social Care Workers

Remember that M-Learning will also contain
further information for this unit.
Exit
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Summary

• You have now finished this Information Pack and
  should know more about what makes any
  communication more effective.
• Should you need any further help with this part
  of the unit please email your assessor by
  clicking on the link below

Click here to email your assessor
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Try Again

• Sorry you were wrong this time. However, some
  individuals may like lots of gestures as part of
  their preferred method of communication.

Click here to go back and try again
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Try Again

• Sorry this is not the right answer. However,
  taking personal space into consideration and
  positioning yourself properly is important in all
  face to face communication.

Click here to go back and try again
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Try Again

• Sorry but this is not the answer we are looking
  for. However, keeping eye contact is important,
  but dont overdo it as it can be quite off
  putting too.

Click here to go back and try again