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F911: Communication in

Care Settings

By

Nathan Harrison
Candidate Number: 5526
Centre Number: 32115

Nathan Harrison

Candidate Number: 5526

Centre Number: 32115

CONTENTS

Introduction
A01
Different Types Of Communication
Values Of Care
Factors which can Support and Inhibit Communication
A01 Bibliography
A02
Background Information
Communication Skills
A02 Bibliography
A03
SOLER Theory Of Communication
The Communication Cycle
A03 Bibliography
A04
Planning
Script for Interaction with a Practitioner
Evaluation
A04 Bibliography
Appendices

F911 Communication in Care Settings

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Nathan Harrison

Candidate Number: 5526

Centre Number: 32115

INTRODUCTION

In A01 of this report, it will describe the different types of communication. Communication is
the ‘imparting or exchanging of information by speaking, writing, or using another medium’.
This means that we share and exchange information in different ways, such as written, oral,
computerised and special methods. These methods of communication are used by two or
more people who have a common aim but could also have conflicting points of view. These
types of communication can be carried out in interactions between service users’ and
practitioners. It can also be completed by interactions between professionals. Also, this report
will explore how service users’ can feel valued and supported from the use of different types
of communication to suit their needs. Factors that support and inhibit communication, such as
care values, promoting equality and diversity and maintaining confidentiality.
In A02 of this report, it will describe the communication skills used by a healthcare assistant.
People who work in health and social care settings need to be able to communicate with other
practitioners, people who use services and their relatives properly. This can be achieved by
using the appropriate communication skills. This report will explore the use of
communication skills in formal/informal group and one-to-one interactions. It will also
consider the purpose of the interaction, the people involved and how to build a professional
relationship with people who use these services.
In the A03 of the report, two theories of communications that can be used to help professional
care workers to support communication will be explored. The two theories that will be
explored in this report are the Communication Cycle and SOLER theory of communication.
These theories will be applied to the job role of a healthcare assistant and this report will
explore any negative effects of using these theories.
In A04 of this report, an interaction will be carried out with a healthcare assistant. The aim of
this interaction is to discover how a healthcare assistant uses communication skills in their
day-to-day tasks. The interaction will be planned and detailed in this report. I will evaluate
my interaction on how effective it was and any reflections that could be made.

F911 Communication in Care Settings

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Nathan Harrison

Candidate Number: 5526

Centre Number: 32115

A01
Types of Communication
Values of Care
Factors that Support and Inhibit
Communication

DIFFERENT TYPES OF COMMUINCATION

For this section, this report will describe the different types of communication used in a care
setting:
ORAL COMMUINCATION

Oral communication is ‘having a meaningful conversation with someone [and] requires the
development of skills and social co-ordination. The purpose of this communication is to give
and receive information and also to exchange ideas. (Fisher, Blackmore, McKie, Riley,
Stephen Seamons and Tyler, 2012).
Giving and obtaining information is important because the information must be correct and
accurate to be used effectively. If the incorrect information is given, the person acquiring the
information will be misinformed and this could potentially lead to serious consequences such
as wrong treatment and a breach of confidentiality. An example of this would be a child with
F911 Communication in Care Settings

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Nathan Harrison

Candidate Number: 5526

Centre Number: 32115

an allergy in a nursery. Certain foods could trigger an allergy and could potentially be life
threatening. The nursery nurse would need to ensure that this is noted on the child’s notes and
that the correct medication is being carried in case of an allergic reaction.
Making a connection puts service users’ at ease. This can be achieved by showing a genuine
interest in the service user and applies at any time the practitioner is giving or receiving the
information. Service users’ from different cultures need to be shown that we value their
diversity. Practitioners need to be open about what we are trying to achieve and encourage the
service user to do the same. An example of this in a children’s residential home would be a
care worker getting to know a young person in their care. This would build good working
relationships with the young person.
In a hospital, oral communication can be used to give the service user information a
procedure that is going to happen. This makes the service user feel more comfortable and
shows that the practitioner has knowledge in what they are doing. The practitioner should ask
the service user if he/she has any questions to allow them to voice their concerns. This values
and supports the service user because they will feel listened to and reassured. Appropriate eye
contact should also be used to engage the service user. This would support the
communication between the service user and practitioner because it indicates to the service
user that they’re the central focus of the conversation.
In a nursery, oral communication can be used to obtain information from parents about how
their child has been that day. This makes parents feel more involved with the child’s
transition in nursery. This communication values and supports service users because it shows
parents that the child is recognized as an individual and their well-being is being actively
cared for. The practitioner needs to smile during this interaction to show a positive attitude.
This also encourages parents to communicate with the practitioner.
In a residential home for the elderly, the care worker would exchange information when
asking a service user how they are feeling today. The care worker would also questions to the
service user about how they are and the service user will respond. This allows the practitioner
to adjust their communication skills to suit the needs of the service user. This will support
communication because the service user will feel that their well-being is in the interests of the
practitioner. The service user will feel that they are being cared for and aided if a problem
arises.
WRITTEN COMMUNICATION

Written communication is used in all health, social and early year’s settings. The accuracy of
written information is important. Examples of written communication are menus’, reports,
noticeboards, prescriptions, past and current medical files. Inaccuracies in the information
that has been written could lead to severe consequences such as wrong treatment. Inaccurate
or misleading written records could lead in inappropriate actions, failure to act, complaints
and litigation. The information being written needs to be clear, accurate and legible to avoid
inaccuracies.
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internal networking methods such as email will be used to pass on notes to a F911 Communication in Care Settings Page 5 of 51 .Nathan Harrison Candidate Number: 5526 Centre Number: 32115 In a health care setting. This will involve making goals and achieve outcomes with the service user to help control their condition from home. If the written information is illegible. This allows the service user to advocate their own health and well-being. the practitioner would complete an accident slip if a child had a minor injury whilst in the nursery. This is because all these people will be involved in the care of the service user. It’s important that the writing in these files and legible and clear so they can be interpreted by other practitioners in the care of the service user. The writing must be clear so these practitioners can all make sense of the information and provide the correct care is provided to the service user. The practitioner will write information such as what/where the injury is. Inappropriate actions may take place and this could result in complaints or litigation against the nursery or practitioners within the nursery. An example of this in a maternity unit would be an ultrasound can being used to monitor an unborn baby. The care plan allows the service user to recognize downfalls to independently intervene by following the care plan. where the injury took place and how the injury was treated. If the writing is not clear. The writing on the slip must be legible so the nature of the accident can be referred back to easily in the event that a parent makes a complaint about the incident. care workers would use written communication to monitor medical records and review past and current medical files. social and early year’s settings. Examples of computerised communication are internet. If the information is unclear. or guide a surgeon during certain procedures. This values and supports parents because they are reassured that their children’s accidents are being recorded. it can result in confusion or uncertainty of what actually happened. changes can be made. text messages and emails. COMPUTERISED COMMUINCATION Computerised communication has developed into a significant form of communication in health. If a problem does arise. The care plan will be viewed by the service user’s GP. nurse or social worker. If wrong treatment is given. In a residential home for the elderly. the wrong treatment or diagnosis could be given. diagnose a condition. the community nurse would write a care plan with the service user. This encourages the service user to take control from the comforts of their home and maintain their independence. The slip will then be kept at the nursery for their records. This empowers the service user because they can take control of their own life. The parent of the child will be asked to sign the slip to show that they acknowledged the slip. this could result in legislation against the practitioner who gave the treatment. This makes the service user feel like they are an asset to the service because the care worker is taking the time to record their condition and that other practitioners will be able to review what has been written. In a nursery. the practitioner won’t be able to meet the needs of the service user and will unsure of what treatment to give to them. This will involve making a care plan with the service user. This can also support children because if the accident happened as problem with the nursery.

People who have limited vision or who are blind. This provides people who have poor eye sight or blindness an opportunity to read independently using the sense of touch. These patients will suffer from blindness and large print will no longer support their needs. Braille can be extremely useful to individuals who use services when reading leaflets and handouts which give service users information on their treatment. British Sign Language is a visual source of communicating using gestures. computerized medical records will be used by practitioners on any new medication given to the service user. External networking will be used to give the GP and the midwife information on the baby. Makaton. Text messages are an easy way to contact parents and messages can be sent instantly to the parent’s phone. British Sign Language and Interpreters. social and early years’ settings to provide for service users who have special needs when communicating.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 specialist practitioner within the hospital. Braille can be used in a doctor’s surgery for patients who have difficulty reading. and to read books and magazines to satisfy their intellectual needs. Braille can value and support a service user because steps are being taken to address the needs of a service user. Braille was first introduced by Richard Barille in 1829. facial expression. The information can be seen by the practitioner instantly and can improve wait times for referrals. British Sign Language is used mainly by people who are deaf or have F911 Communication in Care Settings Page 6 of 51 . and body language. In a residential nursing home for the elderly. the practitioner will send SMS text messages to parents appealing for spare clothes if in the case. Information about patients’ appointments can be sent to the service user in a braille format so they can understand when their appointment is. SPECIAL METHODS OF COMMUINCATION Special methods is used in all health. This can be a quick way of interacting with parents if they needed to be contacted in a not so important situation. Special needs can include difficulty in hearing or deafness. In a nursery. the system gives these people to the opportunity to independently read and write as it is based on touch. Braille is a combination of raised dots that can be felt with a finger. This makes the parents feel more comfortable that the nursery nurses’ are ready prepared for all situations with their child and that they’re being adequately cared for. Internal networking can insure that the correct information is passed through the hospital easily through computerised methods. This will make the service user feel valued and supported because the mother and baby are getting the help they need. This can promote the service user’s equality and diversity because they’re being given individual help and assistance so they have equal access to the service. This puts the mother at ease because all practitioners involved in her care are made aware of the situation and the correct treatment can be given to her if a problem arises. This reassures the service user that their medical information is being logged and that all practitioners involved in their care are made aware of all these changes. their child has an accident. poor eye-sight or blindness and language difficulty. The main methods of support are Braille.

This gives the service user an opportunity to explain their situation and have a conversation with the practitioner about how they’re feeling and any problems they have. It is designed to support spoken language and the signs and symbols are used with speech. The child will be deaf or have very severe hearing impairments. Makaton gives the child the ability to share thoughts. choices and emotions and take part in activities like other children in the nursery. there are ten values of care which are known as the principles in early years. VALUES OF CARE Care values were created from human rights. Interpreters are used for service users whose first language is not English or they prefer another language. BSL has its own grammatical structure and arrangement. The practitioner and service user will need to be facing each other to use the method of communication. These are values that people hold that enable service users to become empowered and to be in control of their own lives. The specialised nursery nurse would use a combination of signs and symbols to exchange conversations with a child when sharing their choice of what food they want to eat that day. This provides service user with the same opportunities to use the service as somebody who speaks English. We can enable service users to do this by providing them with sufficient information to allow them to make the correct decision for them but also valuing their own opinions and views. maintaining confidentiality and promoting individual rights and beliefs. The three main values of care in health and social care are promoting equality and diversity. This can value and support individuals because the hospital is taking steps to address the language needs of the service user so they can understand and communicate with practitioners. Interpreters can be used in Accident and Emergency to help communicate with service users’ who have injured themselves and find it difficult to communicate their problems using English. Makaton is a language programme using signs and symbols to help people to communicate.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 hearing impairments. An interpreter will be present to translate the exchange of information between the service user and the practitioner. With Makaton. This can support and value the child because they’re able to communicate with the practitioner and they’re understood. In early years. This can value and support service users because they are able to communicate face-to-face with a practitioner with ease through sign language. in spoken word order. as a language it is not dependent or strongly related to spoken English. The practitioner can use the information they gather to accommodate the choices that the child wishes to me. Makaton can be used in a private day nursery to communicate with children who are deaf or have hearing impairments or learning difficulties. These are ensuring antiF911 Communication in Care Settings Page 7 of 51 . Interpreters are used to help communicate with these service users’. Many people then drop the signs or symbols naturally as they develop speech. children and adults can communicate straight away using signs and symbols. A social worker will communicate with a deaf child using British Sign Language alongside facial and body language to further communicate emotions. Empowerment means allowing a service user to take control of their own lives. British Sign Language can be used in a residential home for children.

But this could also inhibit communication because it could cause conflict between practitioners. In a nursery. Legislation has been put in place for practitioners promoting equality and diversity. This will support communication because service users are still able to practice their faith and still celebrate these festivals/holidays despite being in the home. being a reflective practitioner. The practitioner will explain to the children that this is normal and this will influence children to believe this. computerized or special methods. This will celebrate the religious diversity in the home and insures that there’s full inclusion for all. Practitioners will need to ensure that their own attitudes. They underpin any form of communication whether oral. This supports communication because service users will feel comfortable communicating with the practitioner and become empowered to take control of their condition. working in partnership with other professionals. Care settings will have anti-discrimination policies in place which will guide care workers to communicate without discriminating against service users. keeping children safe and in a health environment. equality and diversity can be achieved by making children aware of different people. This supports communication because practitioners are learning the correct way to discuss a service user without being discriminatory. valuing diversity. This is the Equality Act 2010. they would report it to their manager. services and aids. written. respecting cultural values. An example of this in a nursing home for the elderly would be celebrating religious holidays in the home. Equality means giving service users equal access to services that meet their needs. A care worker’s communication needs to be ethically sensitive. fostering equality of opportunity. If not done. PROMOTING EQUALITY AND DIVERSITY Promoting Equality and Diversity is a value of care. reading a storybook that features a person with disabilities.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 discrimination. opinions and beliefs are not reflected when communicating with service users. F911 Communication in Care Settings Page 8 of 51 . This could also inhibit communication because some service users will not want to participate in these religious holidays if they do not follow a religion or it’s against their religion. making the welfare of a child paramount and encouraging children’s learning and development. This supports communication because children will learn to accept these differences and openly accept communicating with the people. maintaining confidentiality of information. If another practitioner overheard. An example of this in a hospital is a practitioner being discriminatory against a service user. for example communication. working in partnership with parents and families. they would challenge the discriminatory behaviour and if this behaviour carried on. this can inhibit communication because service users will feel discriminated against and not disclose information the practitioner. For example. cultural practice and cultural needs.

This supports communication because parents will know that any details about their child are not being disclosed to anybody who doesn’t need to know. In a cancer centre. This ensures people don’t over hear. This can also inhibit communication because it can make the family members shocked by the news and feel anxious about what to say to the service user. Service users must not be placed at unnecessary risk of worrying about information they have been disclosed is going to be spread around the setting to other people. This can be emotional. This can also inhibit communication because if the password is forgotten or the file corrupts. The information must be on a need to know basis. Confidentiality can still be maintained because the information will still be on a ‘need to know’ basis because only people who need to know will be shared F911 Communication in Care Settings Page 9 of 51 . An example of this in a nursery would be a child telling you that they’re being abused. In a nursery. Riley. Another situation is a significant risk of harm to somebody else. This helps build trust between a service user and a care worker. An example of this would be the service user feeling depressed or suicidal. An example of this in a hospital is a visitor telling you that they have a knife. This can also inhibit communication because children won’t have access to what their care workers write about them and may feel wary about the information being recorded. psychological or financially. the practitioner will need to break confidentiality because the individual is likely to harm the practitioner. This involves honouring commitments and declaring conflicts of interests. On this occasion. written communication will be internally confidential by locking it in a filing cabinet. One situation where this would take place is a significant risk of harm to a service user. Blackmore. McKie. 2012).Nathan Harrison Candidate Number: 5526 Centre Number: 32115 MAINTAINING CONFIDENTIALITY Another care value is maintaining confidentiality. children’s records will be maintained computerized. This supports communication because the child will feel more likely to disclose information again because it is kept secure. This means keep personal and private secret. Policies that relate to ways of communication with service users must also be followed. This supports communication because the service user knows that their condition is not going to be discussed with anybody who needs to know. Another situation is the service user being abused. An example of this is a service user telling you they have a contagious disease. The final situation is a risk to a care worker’s health or well-being. (Fisher. this information will be lost. oral communication would be used to inform the family of the condition of a service user. Stephen Seamons and Tyler. the communication is less likely to progress between two or more people. making them less likely to communicate with their care worker. In certain situations. avoiding a breach of confidentiality. In a residential home for children. Care workers must not disclose information without the service user’s permission. Without this trust. The files will be encrypted and password protected to maintain confidentiality. the information disclosed to a care worker needs to be passed onto their manager. This would be done by taking the family members to a separate room to discuss the situation privately. Another example of this is violence being shown towards a care worker.

An example of this in a hospital would be a doctor suggesting treatment for service users. But it can also inhibit communication because if they are forced to eat something they don’t like. They are not required to agree with the treatment that is recommended. it can inhibit the communication. The nursery nurses need to ensure that they’re inclusive of diversity. For example. This can prepare their child for their adult role so that they do not discriminate in the workplace and to show inclusion of all genders in their day to day jobs. This can support communication because the service user will have an open choice into what they want to eat and feel less pressured by the practitioner. PROMOTING INDIVIDUAL RIGHTS AND BELIEFS When communicating. F911 Communication in Care Settings Page 10 of 51 . For example. On some occasions. The trust of service users can still be maintained because the service user will be able to see that the practitioner has shared this in their best interests. This may be because of preference. girls taking up jobs in engineering. they have the right to refuse the treatment recommended. If girls are allowed to play with engineering toys. This supports communication because children are not being raised to view things as a product for a specific gender. medical needs or religious requirements. Jehovah’s Witness’ do not believe in blood transfusions. This will show that they’re an asset to the service because the service strives to improve the lives of their service users. Therefore. This can support communication because they’re given the information they need to make their decision to accept the treatment. In a nursing home for the elderly.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 with this information. if the factor has a negative impact on communication. service users have the right to eat the food that meets their dietary requirements. For example. Even if the information is seen or heard. the food that is suggested. children can play with any toy they want to. care workers must remember that service users have the right to say ‘no’. FACTORS WHICH CAN SUPPORT AND INHIBIT COMMUINCATION Communication can be influenced positively and negatively by a variety of factors. They must consider belief of the service user. to join in the activity that is happening and the views and opinions that are being expressed. In a nursery. Gender stereotyping of toys is not allowed. The service user has the right to say ‘no’ to the food offered by the care worker. it can still be misunderstood because of these other factors. they won’t want to communicate with the care worker. nursery nurses are now required to let children play with any toys that they want. this will show boys and girls that it is okay for girls to work in this field and this view will be carried into adulthood. But it can inhibit communication because the doctor’s will need to respect the decision of the service user. A service user has the right to complain if they feel they are being forced into doing or agreeing to something that is against the beliefs or opinions.

If communication is taking place to a larger audience. a lecture theatre layout will be used for training purposes such as first aid. This can support communication because it can alert the individual using the service and stimulate a response. An example in a nursery is. It can also inhibit communication because it could cause an individual using services to become withdrawn and stop responding. with chairs placed near. An example of this in a hospital would be a social worker discussing the care needs of a service user with a doctor. an appropriate setting will be required. This can also inhibit communication because it can make practitioners feel uncomfortable and intimidated in this professional setting. In a hospital. This will support communication because new care workers will gain advice and methods from experienced practitioners.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 POSITIONING Seating arrangement and positioning is an important factor to consider when communicating with others. In a social care setting. the practitioner will use an informal interaction when a child is upset. across from each other to exchange ideas of the needs of the service user. This makes everybody feel engaged and valued so they feel more likely to contribute to the session. The layout will support communication because eye contact can be made with everybody in the group. In an informal interaction between two people. Emotion can create barriers when communicating. sitting next to each other. They will come down the child’s level and mirror their body language. These practitioners will sit around a high table. EMOTIONAL Emotional factors can contribute to how a service user will view and respond to situations. This can also inhibit communication because the child may feel patronized by the practitioner and feel unwilling to tell them why they’re upset. This will be carried out by experienced care workers to new care workers. In a formal situation. F911 Communication in Care Settings Page 11 of 51 . with the care worker mirroring the body language of the service user will support communication. but on different sides of the table. These emotions might make a service user less likely to discuss their opinions or actively listen to the practitioners. a service user might feel fear about an upcoming procedure. Positioning between care workers and service users will depend upon the purpose of communication taking place. This supports communication because it establishes a connection between the child and practitioner. This will support communication because it maintains a professional atmosphere and keeps focus on the serious nature of the conversation. It could also inhibit communication because not everybody will feel included or comfortable in the session because the group may be large and there may be more dominant people in the group and quiet people won’t contribute to the discussion. a lecture theatre layout will be more appropriate. This will involve having a table at a higher level.

SPACE Spacing can influence how effective the communication is with people. In a residential home for the elderly. Positioning needs to be planned so that face to face contact can happen. the service user may feel claustrophobic. relaxed and friendly approach. happiness can empower a service user. This can support communication because it will further stop the spread of diseases and ensure all service users are kept well. Each will want to know that they will have their own space and that the proximity is appropriate. it can inhibit communication because the service user will view that the practitioner invaded their personal space and this will cause a breakdown in trust to happen. This supports communication because it makes the service user feel more comfortable and relaxed. If not done. may be seen as being rude or dominating by the service user. The care worker will need to plan their seating arrangements carefully so all these factors are considered. Service users would not like to be too close to another person nor too far away. It can support communication if a child is confident. This will make the child want to try new things. It can also inhibit communication because a child can lack confidence and feel anxious about changing their routine and trying new things. self-esteem can help a child. A slight angle may create a more formal.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 In a residential home for the elderly. It can also inhibit communication because the service user might not take the situation seriously due to the more relaxed atmosphere. The practitioner ill need to stand on the other side of the curtain and ask if they’re allowed to enter. service users may need a separate room to prevent the spread of diseases. Personal space is very important in care work. It can support communication because it can help service users see things from another perspective and look for the good things in a situation. But it can also been seen a confrontational and threatening. F911 Communication in Care Settings Page 12 of 51 . The spacing in the separate room will need to be carefully considered. If the room is too small. In a nursery. This support communication because the service user will feel respected and will want to communicate with the practitioner. In the UK. as they will not see the negative factors involved. A care worker who assumes it is okay to enter a service user’s personal space without asking of explaining. An example of this in a hospital would be a curtain surrounding the bed to respect the service user’s privacy. This can inhibit communication because the service user will feel anxious and become very agitated. It can inhibit communication because some individuals will make a biased judgement. An example of this in a counselling session would be sitting at an angle. Eye contact will need to be made with each person involved within an interaction and to ensure that everyone can see and hear all those involved. standing or sitting eye to eye can send a message of being sincere or formal.

When communicating with service users who have special needs. This can support communication because the service user will be able to clearly understand and respond to the practitioner. use language that is appropriate to the service user. This can also inhibit communication because bright lighting can make it difficult to look at the paper. The only factor that inhibit communication is when adequate support is not provided to support service user’s needs. not speak too fast. They also need to speak clearly. The room needs to be well ventilated to promote concentration and prevent loss of interest. But it can also inhibit communication because it can cause the service user to feel sleep and dreary. An example of this in a hospital is the care worker attempting to take down personal history. It can also change the atmosphere to make service users feel more comfortable. use aids to support communication. F911 Communication in Care Settings Page 13 of 51 . The practitioner will need to face the service user so they can understand the actions. The lighting will need to be full so the note taker can accurately record the information. pause to allow the service user to respond and if necessary. If the room is too cold. it’s important to face the service user so they can see the practitioner’s expression and lips if they have a hearing problem. This can support communication because the note taker will know the information they’re writing is legible and clear. British Sign Language. This can support communication because the service user will feel comfortable and cozy in the room. Makaton and interpreters can support a service user’s needs. VENTILATION The temperature of a room can affect how service users and practitioners ability to communicate. it can inhibit communication because the service user will be unlikely to concentrate.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 LIGHTING Lighting can affect how well we communicate in different setting. SPECIAL NEEDS The use of Braille. An example of this in a residential home for the elderly is the service user’s room being too warm. This can cause eye strain to occur from staring at the paper. An example in a hospital would be British Sign Language can be used to support a deaf service user.

Harper Collins Publishers.makaton.co.org/aboutMakaton/ Accessed: 16/09/15 F911 Communication in Care Settings Page 14 of 51 . Richard Chaloner (2005) AS Health and Social Care.daffodilsnursery. United Kingdom (Revised Edition) 2. http://www. Definition of Communication.uk/bsl-british-sign-language/what-is-british-sign-language/ Accessed: 16/09/15 http://www. 2.html Accessed: 16/09/15 https://www. Oxford University Press.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A01 BIBLIOGRAPHY Books 1.kwintessential. Mark Walsh.betterhealth.com/#!partnership-with-parents/cvz7 Accessed: 10/10/15 http://www.vic. 6. Marion Tyler (2012) Applied AS Health and Social Care. Carol Blackmore. Paul Stephens.au/BHCV2/bhcarticles. 5. Angela Fisher. Stuart Mckie.british-sign.co.uk/translation/articles/interpreter-translators. Mary Riley. Stephen Seamons.com/definition/english/communication Accessed: 30/09/15 http://www.nsf/pages/Braille Accessed: 16/09/15 http://www.gov.oxforddictionaries. United Kingdom Websites 1. 3. 4.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A02 Communication Skills F911 Communication in Care Settings Page 15 of 51 .

This would support the service user because their needs are being assessed to improve their health and quality of life. The purpose of this interaction is to exchange information to allow the practitioner to gain an understanding of the service user’s health. It is also designed to care for those convalescing after an illness. This would make the service user feel valued and more likely to communicate with any other issues they’re facing. pulse and breathing . podiatry and occupational therapists may work within the home. other practitioners such as physiotherapists.nationalcareersservice. helping patients to move around if they find it difficult. keeping supplies and equipment in order. Other practitioners that work within the nursing home are healthcare assistants. which could make the service user feel comfortable and unlikely to disclose information. for short or long term care. The healthcare assistant would use a one-to-one formal interaction when talking to a service user about the current issues surrounding their health.direct. making and changing beds turning patients who are confined to bed to avoid pressure sores. care managers. any health issues can be identified and other practitioners could be brought into the interaction to make amendments to offer advice on the individual’s lifestyle or medication. helping patients to the toilet. A one-to-one interaction is used to maintain confidentiality about information that other individuals do not need to know. This interaction would also benefit the practitioner because they’re able to meet the needs of the service user and provide quality care. serving food or helping people eat. The healthcare assistant will need to be cautious of any inhibiting factors. On occasion.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 BACKGROUND INFORMATION This report will investigate communication skills used by practitioners. talking to patients to help them feel less anxious. F911 Communication in Care Settings Page 16 of 51 . the disabled people and even the terminally ill patients needing nursing care. taking and recording observations such as temperature. (www. The practitioner that will be covered in the report is a healthcare assistant at the Rivington View Nursing home in Horwich. general practitioners. By carrying out this interaction. making sure the home is tidy. The practitioner would use this interaction to build a professional relationship with the service user by gaining understanding and knowledge on the service user’s condition so they can provide adequate support. Rivington View Nursing home provides care for the elderly and the infirm.gov. The role of a health care assistant can include helping patients to wash. shower or dress. Rivington View can serve up to 33 patients within the home. giving out and collecting bedpans.uk) A healthcare assistant would use a variety of different communication skills when carrying out their day-to-day tasks.

The practitioner will take the service user into another room and use a low tone of voice to stop people. it would be inappropriate for a healthcare assistant to use an aggressive tone when working with a service user who has dementia. The healthcare assistant will need to consider confidentiality with the information they gather unless the service user shows that they’re at a risk of harm. For example. A healthcare assistant carries out an informal one-to-one interaction.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 COMMUNICATION SKILLS TONE OF VOICE A communication skill used by a healthcare assistant is tone of voice. If the healthcare assistant used a sharp tone. This will make the service user feel invited by the care worker and make them feel at ease. The service user will feel recognised as an individual because there worries are being noticed and they’re receiving reassurance for them. The healthcare assistant will use a warm and friendly tone. This can help build professional relationships between the service user and healthcare assistant because the service user is being empowered and a trust is being built between those involved. this would communicate disapproval or a reprimand. if the healthcare assistant had a low tone when talking to a service user about a set of medical results. The way in which words are said can indicate the practitioner’s feelings which can quickly be transferred to the service user. this could communicate bad news. An example of this would be talking to patients to help them feel less anxious. For example. The loss of the professional relationship could lead to a breakdown of communication and the service user may be unwilling to disclose any information to the practitioner. This can be quickly transferred to the listener. who don’t need the information from overhearing. F911 Communication in Care Settings Page 17 of 51 . Therefore. This interaction is an exchange of information between the practitioner and the service user. causing stress before the interaction has took place. This could cause the service user to feel uncomfortable and intimidated by the care worker. This is part of the practitioners ‘duty of care’. If a sharp tone is used. This can lead to the service user making judgements about the results before they have been discussed. this could reflect that the home is a positive place onto the service user. This would cause the service user to feel uncomfortable and will damage the professional relationship that the practitioner and service user have. The appropriate tone would be a calm and warming tone to make the service user feel more relaxed. If the tone is positive. The care worker will also have to consider the tone of the service user. The tone can reflect the content of the conversation. this can indicate disapproval or reprimand. This can stop communication barriers because the feelings of the service user will always be present through their tone. The healthcare assistant must use a tone that is appropriate for the service user’s needs. It is important to remember that the way in which the interaction is said can indicate a person’s feelings. This can be used to indicate the service user’s feelings and the care worker can use this to meet their needs’. The healthcare assistant would comfort the service user by reassuring them that everything is going to be okay.

The service user will respond with a monosyllabic answer. To promote equality and diversity. Confidentiality can be maintained by using a quiet tone to avoid people from overhearing. The healthcare assistant will discuss the thoughts and emotions that the service user is currently feeling. An example of this would be a health care assistant using a low tone when delivering bad news to a service user. A health care assistant can carry out a one-to-one formal interaction. A F911 Communication in Care Settings Page 18 of 51 . if the practitioner used a warm tone of voice when the service user is upset. some service users may feel patronised by the tone of voice being changed in certain situations. the service user may feel that the practitioner is demeaning them. The practitioner will need to ask the service user a closed question such as “Am I right in understanding that you smoke?” when obtaining information that could affect the results of the observation. CLARIFYING A communication skill used by a healthcare assistant is clarifying. A healthcare assistant can carry out a one-to-one informal interaction. Although. The service user will feel recognised as an individual because they’re being asked questions which could specifically impact their results. Clarifying in a health and social care setting means a practitioner seeking to make something clear that the service has said during the interaction. The healthcare assistant will need to maintain confidentiality about the extra information that is obtained. This ensures that the correct information is being received and the impact of this is noted on the observation. An example of this in a hospital would be taking and recording observations such as temperature. the health care assistant must use a tone appropriate to their individual needs. A high tone would not be appropriate because it can communicate excitement. the practitioner will need to be wary of the tone they use to ensure they do not patronise service users and protect their dignity. For example. the practitioner could adjust their tone lower to match the tone of the service user. This skill could have a positive effect on the interaction because the service user will feel that their feelings after being taken into consideration. This relatability can show that the practitioner is understanding of their feelings and their more likely to disclose further information. The low tone can communicate feelings of regret and guilt. This communication skill may be used if the service user may have been speaking in a muddled way or if they have combined several facts that don’t make sense together. The healthcare assistant would need to give clear instructions on the procedures that are going to happen. pulse and breathing. The service user has a right to be spoken to in a tone appropriate to them. This can help build professional relationships because the accuracy of information is paramount in this interaction. if the service user sounded upset in their tone of voice. The practitioner wishes to be completely clear about the wishes of the service user by using clarification. which wouldn’t be appropriate in this situation. This communicates to the service user that the practitioner is understanding of their situation and makes them more likely to interact with each other.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 To promote individual rights and beliefs. For example. An example of this in a nursing home would be talking to patients to help them feel less anxious.

Individual rights and beliefs can be promoted because the service user does not have to agree with the views and opinions that are being expressed by the healthcare assistant. But it could also have a negative effect because the F911 Communication in Care Settings Page 19 of 51 . The practitioner can be benefitted through being given clarity on what the service user wants and ensure that they can meet all the service users’ wishes. This skill can help to build professional relationships through taking the time to develop trust and understanding between those involved. if the healthcare assistant asks a service user with a different accent to clarifying information. By asking this question. the practitioner must speak with a low tone of voice to ensure that nobody overhears. A healthcare assistant may wish to make the wishes of the service user absolutely clear. the service user feels that the healthcare assistant is taking an interest in their care and will be more likely to disclose information about their feelings again to the healthcare assistant. Clarifying promotes equality and diversity because it shows acceptance of dialect difference in language by seeking confirmation about what somebody has said. This can be achieved by taking them to another room to guarantee that people won’t over hear and a need to know basis it maintained. This skill would benefit the practitioner because they’re able to check that the information they’re listening to is correct and give the appropriate support to the service user. Clarifying supports the care values. This can help build successful professional relationships because the accuracy of the information is being taken seriously and is paramount to the interaction. The healthcare assistant must ensure that they maintain confidentiality when clarifying information with the service user. This helps to build professional relationships because the practitioner is showing respect to the service user by asking about their last wishes and checking to make sure they’re correct. Also it shows that the practitioner is not stereotyping about what a service user may or may not have said.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 service user may speak in a muddled way and the healthcare assistant may not be able to clearly understand what is being said. For example. This can be discussed in a formal one-to-one interaction. Since the practitioner is discussing information that should be confidential. This interaction could take place in a hospital when discussing a service user’s wishes before they die. The healthcare assistant can make things clear about what has been said by asking. A trust will build up between the practitioner and service user so accurate information will be given by the service user. The healthcare assistant could ask a question such as ‘Have I understood correctly that you wish to pass away at home?’ This question clarifies the service users wish and ensures that a correct understanding has been made. This skill will have a positive effect on the interaction because the healthcare assistant wishes to be absolutely clear about the individual’s wishes. The healthcare assistant could discuss any medical wishes and funeral arrangements. this can show that the practitioner accepts the different accent and wants to ensure that the correct information is being understood. This benefits the service user because it gives them a second opportunity to make a final decision about where they would like to die. for example “Have I understood correctly that you have been experiencing low self-mood?” This question gives the healthcare assistant the opportunity to get clarification on what has been said.

F911 Communication in Care Settings Page 20 of 51 .Nathan Harrison Candidate Number: 5526 Centre Number: 32115 service user may feel that the healthcare assistant is properly listening to them because the practitioner keeps asking for clarification on information.

Although. The healthcare assistant must be aware of boundaries of what is acceptable to the service users in the hospital. It’s important that the healthcare assistant considers this to be respectful of cultural values. Healthcare assistants should avoid doing direct eye contact to people of these cultures because it may offend them. Eye contact can support the care values. Women may especially avoid eye contact with men because it can be taken as a sign of sexual interest.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 EYE CONTACT A communication skill that can be used in this interaction is eye contact. Eye contact promotes equality and diversity because appropriate use is being determined by a multi-cultural approach. so it would be considered acceptable to use eye contact in this situation. In western cultures. the healthcare assistant is understanding the information that is being given. This helps build professional relationships because an effective use of skills is being used to make a service user feel as comfortable as possible. Direct eye contact with a person can in some situations enhance the effectiveness of an interaction. who is leading the treatment. For example in Asian culture. For example. The listener can use direct eye contact as an indication that they’re the central focus of the conversation and that environmental factors. it can be a way of conveying interest in a conversation. However. to show engagement when giving information on what is happening in the treatment. This could be carried out when assisting a practitioner in treating a service user. direct eye contact is recognised as a way of conveying interest in a conversation. In some cultures. If the healthcare assistant used eye contact during their interaction. The healthcare assistant should use appropriate eye contact. it may or may not be acceptable to use eye contact. Not using eye contact in this situation would make the service user feel comfortable and would be more likely to access the service again because they’re respected for their beliefs. healthcare assistants should be wary of when they use direct eye contact. In Western cultures. direct eye contact may be considered to be rude. Eye contact can F911 Communication in Care Settings Page 21 of 51 . in some countries it can be consider rude and it should be avoided. The purpose of this interaction is for the healthcare assistant to obtain information to assist in carrying out the treatment. A healthcare assistant can carry out formal group interactions. dependent on the service user’s needs. and in others it can inhibit communication. The healthcare assistant needs to be aware of what is and what is not acceptable to the clients in the setting in which they work. it can cause the individual to feel uncomfortable and may be hesitant about going to the service again. such as noise and other conversations are excluded. The healthcare assistant will interact with the service user throughout the interaction to ensure that they’re aware of what’s happening in the situation whilst also interacting with the practitioner by following their instructions. it will show the practitioner. Dependent on the culture of the individual. Also. it would be unacceptable for the healthcare assistant to use eye contact with an Asian individual because it’s considered rude in their culture. it’s rude and disrespectful to use eye contact and not using it doesn’t not mean that a person is not paying attention. not using direct eye contact with a service user whose culture finds eye contact rude. For example. A health care assistant needs to be aware that having direct eye contact with a person can in some instances enhance a conversation and in others inhibit communication.

By doing this. then the healthcare assistant should respect that this it’s inappropriate to use eye contact in the interaction. who need to know information.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 maintain confidentiality. F911 Communication in Care Settings Page 22 of 51 . to the conversation but also excludes the people who don’t need to know the information. Eye contact can also promote individual rights and beliefs. Service users have the right to communicate using their preferred methods of communication. This will invite people. It can also help minimise communication barriers because the service user will feel that the healthcare assistant wants to talk to them and that they’re open to make their own decisions. the healthcare assistant is promoting individual rights and beliefs This skill has a positive effect on the interaction because it ensures that the people being communicated with are engaged and the care values are supported through this. The health care assistant should keep eye contact with the person who they’re communicating with. the service user will be confident that their information is being maintained and will have the trust to disclose information further. If a service user’s culture believes that it’s rude to use eye contact. By doing this.

For example if the healthcare assistant sits too close to the service user. An example of this could be when a healthcare assistant is carrying out an informal group interaction such as entertaining service users in the longue room. it can promote equality and diversity my promoting the service users’ dignity by not making them feel intimidated by standing too far over them. This is known as positive positioning. Positioning can support the care values. Positioning can promote equality and diversity because the healthcare assistant could position themselves in correspondence to the needs of the service user. a service user with hearing impairments may need the practitioner to sit closer to make it easier to hear what the practitioner is saying. Also. they may sit very close the other person with whom they are speaking with. Positioning can be used to promote F911 Communication in Care Settings Page 23 of 51 . This will help the practitioner to feel valued because the practitioner is taking measures to improve communication in the interaction. if they’re talking generally. The healthcare assistant should give the service user their own personal space. Individuals like to have their own space around them and others should not invade this personal space. The positioning of a care worker can ensure that the person being communicated with feels comfortable and has their own space. If a care worker is exchanging personal information. This could mean that service user misses vital input and can cause unnecessary stress. A service user with a mental illness may feel intimidated if the practitioner stands too far over them. This would cause the service user to feel uncomfortable and disengage from the interaction. Leaning slightly towards the service user can convey interest but leaning too far forward can intimidate them.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 POSITIONING A communication skill used by healthcare assistants is positioning. Leaning slightly towards the service user can be used to convey interest but leaning too far other the service user can cause them to feel intimidated. This will cause the service user to feel uncomfortable and disengage from the interaction. This ensures that service users do not feel that their personal space is being invaded since it’s only a general interaction. they could feel intimidated by the healthcare assistant invading their person space. therefore making the servicer user more likely to communicate openly. The position used by the health care assistant ensures that the person who the health care assistant is communicating with feels comfortable and has their own space. It can also be used to help service users socialise easier. The healthcare assistant must consider positioning when carrying out this interaction. The healthcare assistant will entertain service users within the home to help them feel more comfortable and enjoy living in the home. For example. This can build professional relationships because it shows respect to one another by not invading each other’s personal space. Positioning can maintain confidentiality. But on the other hand. This means that the healthcare assistant could use quieter tones when discussing with the service user and communicate to others that the conversation is private. Appropriate positioning for this type of interaction would be a little bit of distance. distance could support communication better. The healthcare assistant must ensure that they carefully choose their positioning with service users so they feel comfortable at all times. The healthcare assistant could position them closer to a service user when discussing confidential medical results.

for example sitting too close. communication could be inhibited. it can develop a sense of trust and help to build professional relationships. then the communication could break down.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 individual rights and beliefs by being able to give the service user the power to access the healthcare assistant to stand further back if they feel intimidated by them. If the practitioner uses the skill effectively. If the service user is given their own space. F911 Communication in Care Settings Page 24 of 51 . If the service user positioned them in a way that intimidates the service user. The skill can support communication if used properly by empowering service users through giving them their own space to make decisions. they feel more relaxed and are more likely to think through responses. The service user will feed that the healthcare assistant is trying to invade their personal space and be less likely to disclose information. If not used properly.

nhs. http://rivingtonview. http://www.nhs.uk/Services/hospitals/Services/Service/DefaultView.direct. Stephen Seamons. United Kingdom (Revised Edition) 2. Carol Blackmore.aspx Accessed: 21/10/2015 3.pdf Accessed: 24/10/2015 4.pdf Accessed: 20/04/2016 F911 Communication in Care Settings Page 25 of 51 . https://nationalcareersservice. http://www.nhs. Angela Fisher.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A02 BIBLIOGRAPHY Books 1.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences %20in%20Nonverbal%20Communic.uk/proudtobeanurse/documents/Job_description_HCA_Band_2 _generic.aspx?id=605 Accessed: 24/10/2015 5. Oxford University Press.com/rv/index. Stuart Mckie. http://www. Mary Riley.uk/advice/planning/jobprofiles/Pages/health careassistant. http://healthvermont.ruh. Websites 1.uk/explore-by-career/wider-healthcare-team/careers-inthe-wider-healthcare-team/clinical-support-staff/healthcare-assistant/ Accessed: 21/10/2015 2.gov.htm Accessed: 01/11/2015 6. Marion Tyler (2012) Applied AS Health and Social Care.nhscareers.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A03 Theories of Communication F911 Communication in Care Settings Page 26 of 51 .

This shows that the healthcare assistant is engaging. This will ensure that the results are accurate. A health care assistant would use open posture when taking and recording observations such as temperature. SOLER is an acronym for communication skills that a practitioner should use when discussing sensitive information with a service user. then the service user may feel more inclined to elaborate on their concerns. Active listening can develop an interaction with a service user that helps to identify real issues and to provide a meaningful dialogue when exchanging information. Open posture allows the service user to speak freely and openly because they will feel a sense of ease towards the healthcare assistant. Welltuned in listening is where the majority of what is being said is accepted and understood by the listener. Partial listening is where some of what the service user has said registers with understanding on the receiver. interested and actively listening to the service user. If the healthcare assistant has an open posture. SOLER means sitting attentively at an angle. leaning forward. Within the main content active listening will be essential and flexibility will be needed. This theory was created by Gerard Egan in 1986. An example of this would be a healthcare assistant talking to a patient to help them feel less anxious. This is because it could signal to the service user that they’re defensive or that they are anxious. This often known as Level 2 listening. This will involve sitting face to face with the service user. Sitting attentively at an angle can help motivate a service user and to gain an insight into the issues being stated. pulse and breathing. The practitioner could turn their shoulders away slightly to dispel any feelings of intimidation. A healthcare assistant would use the SOLER theory of communication when communicating with service users. Part of the theory provides guidance on sitting attentively at an angle. SOLER theory can be value when helping another person. The healthcare assistant would need to ensure that they don’t cross their arms to maintain openness when interacting. F911 Communication in Care Settings Page 27 of 51 . eye contact and relaxed body language. Global listening is where the receiver is able to identify fully with the person speaking and has established empathy and congruence. But the practitioner must keep square on face contact to show that they are still interested in the service user. Active listening involves trying to understand the meaning of the words being used by the service user and the context the information originates from. But the practitioner may need to adjust their positioning to best suit the service users needs. This often termed as Level 1 listening.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 SOLER THEORY OF COMMUNICATION The SOLER theory of communication provides health care assistant with guidance on how to effectively to communicate with service users. Three different levels have been identified at which an individual can listen. It suggests that the healthcare assistant should not be sitting or standing with their arms folded across their chest. This is often known as Level 3 listening. SOLER theory can make service users feel cared for and that they’re involved in what is going on and feel respected and understood. open posture. It will also help the individual reach satisfactory outcomes because they feel able to be honest with the practitioner. Part of the SOLER theory of communication provides guidance on having an open posture.

The healthcare assistant would use to eye contact to determine if the service user is experiencing pain in bed. The final part of SOLER theory of communication gives guidance on relaxed body language. Due to this relationship. Relaxed body language can help the service user solve problems because they are able to take their time to make the right decision for themselves. it will more likely help the service user have a speedy recovery from illness because the carer will be able to identify issues that they experience. This will cause the service user to feel that you are not interested in the messages being discussed. This shows an interest in what the person is talking about. They would use relaxed body language to help the service user feel that they don’t have to give a quick response when asked if they need help moving. A healthcare assistant would use relaxed body language when discussing if a patient needs help mobilising.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 Another part of the SOLER theory of communication provides guidance on leaning forward. A healthcare assistant would use eye contact when turning patients who are confined to bed to avoid pressure sores. it can communicate any anxiety to the service user. It could also cause the service user to feel the tension being felt by the practitioner. Eye contact allows the practitioner to gain an insight into the issues that are being stated by the service user. F911 Communication in Care Settings Page 28 of 51 . By doing this. SOLER theory of communication can benefit a person using the service because they will feel that they’re being listened to by the practitioner and will be able to develop a close relationship with the practitioner. It is possible that the person may discuss personal issues and may speak in a lower or quieter tone of voice. This will enable the person to develop their responses to questions in their own time. Leaning forward enables individuals to speak freely and openly because they will feel that their interests are being understood. Relaxed body language would be used to convey to a service user that they’re not in a rush. A healthcare assistant would use leaning forward when participating in regular ward meetings. This will enable the practitioner to the judge the extent to which the person may be experiencing difficult. Part of the theory give guidance on using eye contact appropriately. Practitioners can also develop a sense of the person’s emotional state by making eye contact. If a practitioner is fidgeting. The theory state that eye contact is important for demonstrating that the practitioners are interested and focuses on the messages that the person using the service is conveying. In addition. This will help build professional relationship between the service user and practitioner because they will feel that they are cared about. This will help service users feel more positive about asking for help if they feel that they will receive assistance in a non-judgmental and productive manner. This part of the theory states that practitioners should lean forward when communicating with a person using the service. it could be used to convey a message in a quitter tone of voice if the practitioner is seated in a public environment. It will also show understanding when other practitioners in the ward are discussing their opinions on the ward. This will be used as an indication that the service user needs turning in bed. it will show that the healthcare assistant has a genuine sense of care and interest in the standards of the ward.

it can have negative effects on the person using the service. F911 Communication in Care Settings Page 29 of 51 .Nathan Harrison Candidate Number: 5526 Centre Number: 32115 SOLER also holds benefits to practitioners as well. If a practitioner does not use effective communication. They can use the skills outlined to elaborate on any concerns that they may have about the service user. There’s also a risk of harm to themselves or others if they feel that they are not being supported or listened to. This may enable the practitioner and service user to develop a more meaningful relationship. This would lead to a deterioration in the service user’s health/well-being because they do not feel like they have to follow the advice of the practitioners. It can assist them in understanding the needs of a person using the service. Service users many feel resistant to comply with their care plan if they feel that they did not have a part in designing it. This can help practitioners effectively address the needs of the person using the service and review care plans more effectively. It could leave them feeling isolated and disempowered. They do not understand the consequences of not following the advice.

Looking at this theory. Checking that information has been understood in both the practitioner and service user is a sign of good communication. When two people listen to each other. The practitioner will want to comfort the service user and help them feel at ease about their worries. The first stage of the communication cycle is ideas occurs. Communication is a cycle because when two people communicate they need to check that their ideas have been understood. The healthcare assistant will want to meet the service user’s safety and security needs as shown in Maslow’s Hierarchy of Needs. 2010). In this situation. (Stretch and Whitehouse. the healthcare assistant will notice that a service user is visibly upset/anxious. practitioners can check where we are doing something right or wrong in our communication skills. The stages of the communication cycle are outlined in the diagram below: I u O tR r n U C M d o c D g a s e v iS The healthcare assistant uses the communication cycle when talking to service users to help them feel less anxious. Effective communication involves a two-way process in which each person tries to understand the viewpoint of the other person. The next stage is messaged coded. it creates a cycle of shared understanding called the communication cycle. The communication cycle was created in order for us to understand why and how effective communication happens. Practitioners should put what the service user has said into their own words to show that they have been listening.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 THE COMMUNICATION CYCLE The communication cycle was suggested in 1965 by Charles Berner and was modified in 1972. The practitioner will try to understand the feelings of the service user. The service user could be feeling anxious about moving into the home. The service user in this situation will be feeling scared and anxious about F911 Communication in Care Settings Page 30 of 51 .

An informal verbal interaction may be used at first to build trust and make the practitioner seem on the same level as the service user. Fear may cause the service user to be alert and stimulate response. The communication cycle could be inhibited by the information getting through but the understanding is distorted. The practitioner will be able to use the information they gather from this question to meet the individual’s needs. Also if the service user is able to ask questions about the home.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 moving into the home. as shown in Maslow’s hierarchy of needs. This can be shown if the service user can maintain eye contact. The practitioner will begin with an informal conversation to help the service user feel at ease. These emotional factors can cause the service user to hear the information but not understand the information F911 Communication in Care Settings Page 31 of 51 . The healthcare assistant must show empathy when interacting because it shows that they’re able to put themselves in the same situation as the service user. This would be caused by the service user’s emotional/psychological barriers such as anxiety. The healthcare assistant in this situation would be using a calming tone. this can also so understanding and that they’re listening. The healthcare assistant can then give the service user more information about the roles within the home. At this stage the safety and security needs. the support they offer and the activities that take place. This will be used to comfort the service user’s feelings of anxiety. This will help the healthcare assistant to understand the feelings of the service user and will clarify the practitioner’s assumptions on their feelings. The next stage is message sent. The emotional factor of fear in the service user may support or inhibit the interaction between themselves and the healthcare assistant. this will show that they’re listening. depression and anger. If the practitioner is able to ask questions to the service user. The next stage of the cycle is message decoded. The healthcare assistant will introduce themselves by saying hello and asking how the service user is feeling. this will communicate that they both understand each other and they know the same information. if the service user nods whilst listening to the information. this will show that the service user is more comfortable and is understanding information that has already been discussed. it will show that they’ve been listening and understood the information being said. Appropriate eye contact should be used to engage the service user and build trust between the practitioner and service user. This will empower the service user because they are being given the information to take control of their condition. Also. The next stage of the communication cycle is message received. A calming tone can indicate the safety in a situation and show the service user that they have nothing to feel worried about. If the service user is able to recall and clarify the information that has been communicated. The final stage of the communication cycle is message understood. It will allow the practitioner to understand how the service user is feeling and understand things from their perspective. should have been established. The healthcare assistant will be looking to discover if a service user has been listening to them by looking out for factors in the service user’s communication skills. The healthcare assistant must maintain an open body language to prevent the service user from feeling intimidated.

This would involve the healthcare assistant putting themselves in the thoughts of the service user so they can completely understand what they’re going through. F911 Communication in Care Settings Page 32 of 51 . This can have an impact on the service user because they may view the situation as being more serious than it actually is. This could cause further anxiety about the situation they’re in because they feel like they don’t confidently know what situation they’re in. background noise could be avoided by taking the service user into a separate room. Emotional/psychological barriers could be overcome if the healthcare assistant shows empathy towards the service user. The other person may not be able to hear the information being discussed due to hear or background noise. This could also help maintain confidentiality because other people will not be able to hear what is being discussed. Effective communication could be inhibited by information being received but not understood correctly. The healthcare assistant must check that the service user understands everything that is being said and ask if they have any questions at the end of the interaction. Effective communication may be impacted by the information not be receiving by the other person. This can lead to the service user having a lack of understanding.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 being discussed. due to jargon being used. This can cause the individual to mishear the information being discussed and can impact on the information they have understood. This can help the practitioner to understand how to approach the situation. This could happen if the healthcare assistant uses jargon that the service user doesn’t understand.

Heinemann. Gerard Egan (2013) The Skilled Helper: A Problem-Management and OpportunityDevelopment Approach to Helping.youtube.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A03 BIBLIOGRAPHY Books 1. 11. (2012). United Kingdom (10th Edition) 3. process. Stickley T.articleoutlook. (issue 6). Communication cycle: Definition. Oxford University Press. [Online]. Available from: https://www. Angela Fisher. 22/11/2015] Available from: http://www. Broni G (2014). Stephen Seamons. Article Outlook. (2013) From SOLER to SURETY for effective non-verbal communication. [Online]. Kelly Fairbairn. Soler Theory [Online]. 19/11/2015] Available from: http://www.com/watch?v=UxoxVrA8dLs 2. Whitehouse Mary (2010) BTEC Level 3 Health and Social Care. Velentzas J. 2012. models and examples. Ernest Cedillo. United Kingdom (1st Edition) 4. pp. The Skilled-Helper Model by Gerard Egan explanation. Carol Blackmore. pp. [Accessed. volume. United Kingdom (Revised Edition) 2. Pearson.com/watch?v=iVJjeuog6xc F911 Communication in Care Settings Page 33 of 51 . 2011. 117 . Nurse Education in Practice. Stuart Mckie. The Communication Cycle.131 2. (2014). volume. Recent Advances in Financial Planning and Product Development. 22/11/2015] Available from: https://www. Bright Hub Project Management. [Accessed. [Accessed. 395 – 398 Videos 1.youtube. Marion Tyler (2012) Applied AS Health and Social Care.com/soler-theory/ 2. Stretch Beryl. [Accessed.brighthubpm. Cengage Learning.com/monitoring-projects/106398-elements-of-thecommunication-cycle/ Journals 1. 22/11/2015]. Elements of the Communication Cycle. [Online]. Great Britain Websites 1. Mary Riley. 1. Neil Moonie (2005) GCE AS Level Health and Social Care Single Award Book.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A04 Interaction with a Practitioner F911 Communication in Care Settings Page 34 of 51 .

Confidentiality will be maintained throughout my interaction and any information discussed during the interaction will only be included in my report. The interaction will take place at the practitioner’s home. An informal interaction will be used at the beginning of the interaction to help the practitioner feel less anxious when answering questions about their job role. A variety of questions will be prepared for the interaction with the practitioner. (Appendix 1) Different question types such as open. the examiner and myself. USE OF THEORIES IN MY INTERACTION I will use SOLER theory of communication when interacting with my practitioner. The interaction will last approximately 15 minutes.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 PLANNING The interaction will involve the healthcare assistant. Open questions will allow the health care assistant to give an extended answer and allow them to respond more openly and feel relaxed. The practitioner does not need to disclose their name if they do not wish to and this right will be upheld. This gives enough time for them to give detailed responses but not feel overpowered by the length of time they’re expect to answer questions for. This will help to dispel any feelings of intimidation and help the healthcare assistant feel less anxious when answering questions. which will only be seen by my teacher. I will be careful not to use too many closed questions because the practitioner will feel burdened and they will not be able to fully explain how they use the communication skills in their setting. I will be asking the practitioners question on how they use communication in their role. Feedback will be obtained from the practitioner and the observer through the witness sheets and they will rate me on a scale of 1-5 judging on body language (gestures). The interaction will take place here after giving the practitioner the option of the setting in which they would feel most comfortable to be interviewed. This promotes the practitioners individual rights and beliefs. This is been arranged to create a formal atmosphere to the interaction. When asking the questions. I will lean forward when F911 Communication in Care Settings Page 35 of 51 . It allows the practitioner to add more depth to their answer by showing the importance of what they’re saying. tone of voice and posture (Appendix 2) This will help me to identify which communication skills I need to improve on and will help me to develop the skills that I use. The observer will witness the interaction for communication skills that I use when communicating with the practitioner. I will sit attentively at an angle when carrying out my interaction. This setting has also been approved by the practitioner and they will feel comfortable being interviewed there. This promotes their individual rights and beliefs by wishing to stay anonymous in my report. The interaction will take place around the table in the dining room of the practitioner. a formal context will be used to communicate that the situation is serious and to allow the practitioner to think deeply about their responses. facial expressions. The rating scale questions will give me a more accurate answer instead of a yes or no answer. and rating scale questions will be used. This enables the practitioner to speak freely and openly about their job role. I will maintain an open posture. The interaction will be one to one between the practitioner and myself. This can empower the healthcare assistant to feel that their involvement in the interaction is welcome and that no judgements are being made. an observer and myself.

This can cause eye strain to occur from staring at the paper. Objectives have been created to show what I want to achieve during my interaction with a practitioner. Good lighting conditions will be needed in the dining room. AIMS AND OBJECTIVES I will plan an aim for my interaction to establish a clear focus of what will be discussed in the interview. If the room is too warm. This promote the care value of maintaining confidentiality. The room will have the temperature at 21 oC. it can cause the people in the room to feel sleepy and dreary. The aim will also avoid wasting time with irrelevant questions. This temperature will be comfortable all people involved in the interaction. The lighting cannot be too bright because it will make it difficult to look at the paper. The flow of conversation could be interrupted which make the practitioner could feel less confident when answering the rest of the questions. ENVIRONMENTAL FACTORS The dining room will be prepared with considerations of environment factors that could inhibit the effectivity of the interview. All elements of this theory will make the practitioner feel more comfortable when interacting and will increase the effectiveness of the interaction. An appropriate temperature will be used the interaction. This will help the practitioner feel that they’re being heard and understood. I will also use relaxed body language to show an interest in what the practitioner is saying.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 asking my interview questions to show an interest in what they’re about to say. This will inhibit how well the practitioner will be able to answer the questions and could cause them to give shorter answers. I will maintain eye contact with the practitioner to show interest in what they’re saying. I will vary the eye contact with the practitioner to avoid feelings of intimidation and will allow the practitioner to speak freely and openly. This will stop distraction from happening. F911 Communication in Care Settings Page 36 of 51 . This will instill further ease onto the practitioner. A sign will also be placed on the door saying ‘Do not disturb’. This will support the flow of talk because direct eye contact will be made and we will be able to see each other. It will also make it easier to fill in the witness statements at the end of the interaction. If the room is too cold. This will stop any disturbances from happening during the interaction. it could cause the people in the room to find it difficult to concentrate and could interrupt the flow of talk. This will help the practitioner feel more open about answering questions about their job because they’ll feel like they’re performance in their job is not being judged by others who do not need to know. The objectives will be timely so that the practitioner is not overwhelmed by the amount of objectives I’m trying to achieve. This will also maintain confidentiality because people outside the room will not be able to hear what is being discussed. The objectives set out will be measureable and achievable so the most can be achieved out of the interaction. The door will also be closed to stop noise from entering the room. The practitioner lives in a family home so I would need to ask other family members in the house not to come into the room for around 15 minutes whilst the interaction takes place.

I will respect their wishes and use a fake name instead to protect their identity. I will explain to the practitioner who the information will be shown to. I will check if this is okay with them to promote individual rights and beliefs. I will thank the practitioner for their time to show respect towards the practitioner for giving me time to complete the interview. I will also ask the practitioner and observer to complete the witness statements to judge the communication skills I use when interacting. I will also ask to set up the room to stop any environmental factors from inhibiting communication. F911 Communication in Care Settings Page 37 of 51 . I will brief the practitioner and the observer on their role within the interaction. I will ask the practitioner the questions I have prepared in my planning. In the introduction. I will ask the practitioner if they wish to be named in my report. The final stage of my interaction is reflection and winding up. OBJECTIVES     Organise an interaction with a healthcare assistant Prepare questions for the healthcare assistant which questions the communication skills they use in their job role Consider environmental issues that could inhibit the flow of conversation in the interaction Ask people involved in the interaction to complete witness statements. I will consider three stages. CULTURAL ISSUES I will consider any cultural issues that could inhibit the interaction with the health care assistant. The first stage is the introduction. The introduction will fully prepare everybody for what is going to happen in the interaction. This will allow me to reflect on the communication skills I have used and show me how I could develop my skills. STAGES OF THE INTERACTION When planning the interaction. If not. This will make sure that I can include all the views of the practitioner in my work and include as much as I can in my report.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 AIM The aim of my interaction to carry out an interview which can effectively obtain and exchange ideas about effective communication with a health care assistant. This will help maintain confidentiality of the practitioner. In the main contact and discussion. I will not patronise the service user with irrelevant questions to their education and understanding of their job role. I will check the notes I have recorded to make sure I have included everything the practitioner has said. Confidentiality is an issue that I will need to consider when carrying out my interaction. These questions will meet the aim I have created to maximise how effective the interaction is. The Data Protection Act makes confidentiality a legal requirement.

I will maintain eye contact when talking to the practitioner to show interest when communicating. Me: This is … and they will be observing the interaction on the skills I use when communicating. I will use a warm smile to show warmth and friendship with the practitioner. I will also introduce the observer to the practitioner and explain their role in the interaction. They’re not here to judge you but to observe the communication skills I use when carrying out this interview. Me: I have finished setting up the room. This is so the practitioner can see any facial expressions I show. I will try to reassure the practitioner as best as possible that the observer will now share any information discussed in the room. Is this okay with you? Me: Is it okay with you if I set up the dining room for the interaction? Me: Thanks. I have known the practitioner for a long time so it wouldn’t be appropriate to extend my hand for a hand shake because I have met the practitioner previously. I will lean slightly forward. I will approach the practitioner and the observer and ask if they would like to come into room and sit down. This will help dispel any feelings of intimidation but I will need to ensure that my face is square on to the other practitioner. Once this is completed. I will check if they’re comfortable with an observer watching the interaction. Thanks for meeting me for this interaction. I will use facial expression and body language skills to gain a connection with the practitioner. You will need to complete a witness statement at the end if this is okay with you? Me: Are you ready to answer the questions? Me: Good. facial expressions. Me: Hello. If they agree. I will go into the room and set up the seating arrangements. I will ask if it’s okay to set up the dining room ready for the interaction to take place. Would you like to come in and take a seat? Me: I’m going to ask you some questions about the communication skills you use when you’re working.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 SCRIPT FOR INTERACTION WITH A PRACTITIONER INTRODUCTION I will arrive at the healthcare assistant’s house and informally greet them. tone of voice and posture when carrying out the interaction. I will come to get you when I’m ready. Let’s begin. Me: Please can you look at how I use communication skills such as gestures. F911 Communication in Care Settings Page 38 of 51 .

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 MAIN CONTENT AND DISCUSSION During this part of the interaction I will want to ask the practitioner the questions I prepared during my planning. I will also ask the practitioner and observer to complete their witness statements. Let me go over the notes I have made to make sure I have recorded all the points you have mentioned. I will reflect on the content of the interaction and check that the notes I have taken. I will thank everybody for taking part in the interaction Me: Thank you for answering my questions. F911 Communication in Care Settings Page 39 of 51 . Me: Thanks for that. Me: Thank you. Thank you for your time. how important would you say communication is in your job role? Me: How would you maintain confidentiality when interacting with a service user around other people? Me: Which types of communication do you use in your job role? Me: Do you feel you can effectively communicate with your type of communication used? Me: How would you promote equality and diversity in your job role? Me: When would you use relaxed body language when interacting with a service user? Me: Do you feel you could use special methods confidently when interacting with a service user with individual needs? Me: How would you know if a service user has understood what you have said? Me: How do you feel that open posture will benefit the service user? REFLECTION AND WINDING UP In this part of the interaction. Would you both mind filling in the witness statements on my communication skills for the interaction? Me: You don’t have to include your name on the witness statement if you do not wish to and your name will not be disclosed in my report. You have been a big help to my report on communication for my health and social qualification. Me: How would you ensure that you use appropriate eye contact when interacting with a service user? Me: On a scale of one to ten.

I used a sharper tone to convey the seriousness of the questions. This will help the practitioner to understand my gestures at all times. This allowed the practitioner to feel that they had enough time to give detailed responses. Everybody understood what was being asked of them so there was a good flow of conversation. I was graded mainly 3/4. FACIAL EXPRESSIONS The second communication skill I demonstrated was facial expressions. I could further improve my use of gestures when interacting by maintaining neutral gestures by keeping my hands on the table when not using gestures. I was graded mainly 4 on my witness statements. The interaction was successful and I was able to obtain the information about the questions I created in my planning section. I showed a smile which indicated a welcoming approach to the interaction. This made a good start to the interaction and helped the practitioner feel welcome to contribute. BODY LANGUAGE: GESTURES The first communication skill I demonstrated was body language. gestures. The practitioner was not from a western culture so it was accepting to use gestures when interacting. After the introduction of my interaction.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 EVALUATION REFLECTION I carried out my interaction on the 1st December 2015 at the practitioner’s home. This helped influence an open conversation with the practitioner and encouraged a positive interaction. I had to be careful not to smile too much because I wanted the interaction to remain formal instead of a conversation between two friends. I used an appropriate tone of voice for a formal interaction. This could be due to my voice being shaky at the start of the interaction. I was rated mainly 3 on my witness statements. I considered promoting equality and diversity by taking into account the culture of the practitioner. I ensured that I didn’t drum my fingers which avoided showing impatience and making the practitioner feel like they were being rushed. I began with a warm tone which conveyed friendliness. In my witness statements. COMMUNICATION SKILLS I asked the practitioner and observer in the interview to complete a witness statement so I can evaluate how I effectively used communication skills in the interaction. When interacting with the practitioner. This supported the interaction because it allowed the practitioner to feel welcomed and built a trust that their opinion is valued. This shows that I have an excellent understand of how to appropriate use facial expressions. TONE OF VOICE The third communication skill I demonstrated was tone of voice. This could have shown that I was nervous about F911 Communication in Care Settings Page 40 of 51 . I used appropriate facial expressions when interacting with the practitioner. This shows their there is a small space for improvement.

This caused some distraction to the healthcare assistant. I stopped any environmental factors from inhibiting the interaction. If I was to carry out the interaction again. I was graded mainly 4. For posture. This stopped all the people involved in the interaction from finding it difficult to see each other. I could improve the quality of my tone of voice by having a confident approach to my interaction which will prevent my voice from being shaky. This would stop any nervous feelings from being communicated to the practitioner. I would carry out the interaction when the house is empty or at another location where I was certain that noise couldn’t be heard. POSTURE The fourth communication skill I demonstrated was posture. I tried to set the temperature of the room to 21oC.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 carrying out the interaction to the practitioner. I used quieter tones when interacting with the practitioner to ensure that people outside of the room couldn’t hear what was being discussed. an office with sound proof windows. Open posture allowed the service user to speak freely and openly because they will felt a sense of ease. I put a ‘Do not disturb’ sign on the door but noise could still be heard from the other room. The open posture would have helped the healthcare assistant to reach satisfactory outcomes because they feel able to be honest when giving answers to me. For example. At the time of the interaction. This supported accurate answers being given by the practitioner. the heating system had not been working so I couldn’t set the room to an appropriate temperature. This shows that I can excellently demonstrate good posture when interacting. I used open posture to help the healthcare assistant feel more inclined to elaborate on their use of communication skills in their job roles. I made sure that the lighting was not too bright when carrying out the interaction. The nervous feeling could have been reflected onto the practitioner and caused the practitioner to give shorter answers. I set the lighting to an appropriate level when carrying out the interaction. The F911 Communication in Care Settings Page 41 of 51 . This ensured that confidentiality was maintained during the interaction. Figure A: Lighting used during the interaction Figure A shows that the lighting was not too bright when carrying out the interaction. ENVIRONMENT FACTORS In the interaction.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 room was cold which caused the practitioner to lose concentration and interrupted the flow of conversation. I asked the practitioner what they would like to be called by. This helped the practitioner feel that F911 Communication in Care Settings Page 42 of 51 . I leaned forward when asking my interview questions which showed an interest in what they’re about to say. I placed the chairs at an angle with a table to the side. the practitioner wasn’t concerned about being named in my report. I gave the practitioner the option to remain anonymous when I write up my report. I promoted equality and diversity when carrying out the interaction with the healthcare assistant. as shown in Figure A. The healthcare assistant was seen to be more visibly relaxed when sitting at this angle so this improved the effectivity of the interaction. When the practitioner didn’t understand the question. This sign worked effectively when carrying out the interaction and nobody entered the dining room when the interaction was being carried out. THEORIES OF COMMUNICATION When carrying out the interaction. When I entered the interaction. I was able to effectively use the SOLER theory of communication. I spoke at an appropriate pace at all times which helped the practitioner to understand what I was saying. I supported maintaining confidentiality during my interaction. When I was setting up the room for the interaction. Carrying out the interaction in a different room stopped anybody from overhearing what was being discussed. In this case. I informed her that she could remove her name from the report at a later time if she wishes. It stopped any unnecessary risk of worry to the practitioner about whether what they have discussed has been overheard. I promoted the individual rights and beliefs of the practitioner by giving them the right to say ‘no’. This helped them gain a better understanding of what was being asked of them and supported effective communication. On one occasion I had to repeat the question for the practitioner. This helped to create trustful relationship between the practitioner and me because they had the assurance that their name could be removed from the report if they wished. I also supported the practitioner’s right to effective communication. After being told this. I fully explained what would happen in the interaction to make her aware of what was going to happen. CARE VALUES I upheld the care values when interacting with the health care assistant. I maintained open posture by not crossing my arms during the interaction which helped the practitioner feel at ease. This gave the practitioner confidence that their views were not going to be heard and a need to know basis was upheld. I repeated the question and I promoted their dignity by not patronising them or talking down to them. This showed a respected view by calling them by their preferred name. This influenced a positive interaction and allowed the healthcare assistant to speak freely and openly about communication in their job role. I also used appropriate language by not including any slang to aid the healthcare assistant’s understanding of what is being said. I shut the door and put a ‘do not disturb’ sign on the door as stated in the planning section of this report.

I maintained eye contact with the practitioner which showed an interest in what the practitioner was saying.” I successfully met the aim of my study because I was able to obtain and exchange ideas with the healthcare assistant regarding the effectivity of communication. I used relaxed body language to show an interest in what the practitioner was saying. I varied the eye contact with the practitioner to avoid feelings of intimidation which allowed the practitioner to speak freely and openly. The first objective I set out was to organise an interaction with a healthcare assistant. Initially. All elements of this theory helped to make the practitioner feel more comfortable when interacting and increased the effectiveness of the interaction. I set out several objective of what I wanted to achieve when carrying out my interaction. F911 Communication in Care Settings Page 43 of 51 . In my planning section. I created a plan of how I was going to set the room with considerations of environmental issues and I was able to carry these out when practically doing the interaction. The completed witness statements can be seen in Appendix 2 of this report. These can be seen in Appendix 1. I created some interview questions when I was planning the interaction. The second objective I set out was to prepare questions for the healthcare assistant which questions the communication skills they use in their job role. But I was still able to carry out the interaction. I struggled to complete this objective because the practitioner was unable to do the interaction in times that we arranged. AIMS AND OBJECTIVES The aim of my study was to “carry out an interview which can effectively obtain and exchange ideas about effective communication with a health care assistant. The second objective I set out was to consider environmental issues that could inhibit the flow of conversation in the interaction. The final objective I set out was to ask people involved in the interaction to complete witness statements.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 they’re being heard and understood. This insured the certainty that I was going to cover all the topics I needed to include. I planned that I was going to ask the people to complete the witness statements during the reflection and winding up.

Carol Blackmore. Angela Fisher. Healthcare Assistant. United Kingdom (Revised Edition) Websites 1. Stuart Mckie.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 A04 BIBLIOGRAPHY Books 1. Rivington View Nursing Home [01/12/2015] F911 Communication in Care Settings Page 44 of 51 . http://www.changingminds.org/techniques/questioning/open_closed_questions Accessed:25/11/2015 Primary Source 1. Oxford University Press. Mary Riley. Stephen Seamons. Paula Humphreys. Marion Tyler (2012) Applied AS Health and Social Care.

Which types of communication do you use in your job role? 5. Do you feel you can effectively communicate with your type of communication used? 6. Do you feel you could use special methods confidently when interacting with a service user with individual needs? 9. How would you know if a service user has understood what you have said? 10. On a scale of one to ten. When would you use relaxed body language when interacting with a service user? 8. How would you maintain confidentiality when interacting with a service user around other people? 4. How do you feel that open posture will benefit a service user? F911 Communication in Care Settings Page 45 of 51 . how important would you say communication is in your job role? 3. How would you promote equality and diversity in your job role? 7. How would you ensure that you use appropriate eye contact when interacting with a service user? 2.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 APPENDICES APPENDIX 1 Interview Questions 1.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 APPENDIX 2 Witness Statements F911 Communication in Care Settings Page 46 of 51 .

Nathan Harrison Candidate Number: 5526 F911 Communication in Care Settings Centre Number: 32115 Page 47 of 51 .

Nathan Harrison Candidate Number: 5526 F911 Communication in Care Settings Centre Number: 32115 Page 48 of 51 .

I would make them feel at ease and help them feel more comfortable and relaxed. I would meet the service user’s individual needs and respect their beliefs and religions. Which types of communication do you use in your job role? Written. When would you use relaxed body language when interacting with a service user? I would use relaxed body language when a service user is feeling anxious. I would also if the service user would like relatives in the room with them. How would you promote equality and diversity in your job role? I would ensure that I treat service users with dignity at all time and respect their privacy. computerised. Do you feel you can effectively communicate with your type of communication used? Yes because I was made aware of how to communicate with service users whilst completing my NVQ. how important would you say communication is in your job role? I would rate it a 10 because it gives the service user information an explain actions that are happening or about to take place. I would look at the service user on their level to engage them into the conversation. Also. interpreters and access to braille are available.Nathan Harrison Candidate Number: 5526 Centre Number: 32115 APPENDIX 3 Answers to interview questions How would you ensure that you use appropriate eye contact when interacting with a service user? I would check to see if the service user is maintaining eye contact. I would explain exactly what I’m going to carry out to help the service user feel at ease. On a scale of one to ten. Do you feel you could use special methods confidently when interacting with a service user with individual needs? Yes because of training that has been given in the workplace. Specifically for special methods. How would you know if a service user has understood what you have said? F911 Communication in Care Settings Page 49 of 51 . For example if I was about to give a service user a shave. How would you maintain confidentiality when interacting with a service user around other people? I would take the service user to a separate room so others do not overhear. oral and special methods are used in the home.

Nathan Harrison Candidate Number: 5526 Centre Number: 32115 I would clarify with the service user to check if they have understood the information and give them documentation on what has been discussed. This can help them to feel less anxious. F911 Communication in Care Settings Page 50 of 51 . How do you feel that open posture will benefit a service user? It will build trust with a service user and it helps them feel more comfortable and at ease.