The CARE CERTIFICATE

Communication

What do you know now?

THE CARE CERTIFICATE WORKBOOK

Standard

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 Activity 6.1a

Communication

Choose five different types

of communication and Describe - to describe means to create a
describe how and when picture with words but not simply writing
they might be used: a list of bullet points.

Type How and when it could be used

Verbal communication could be used to establish an individuals

wants needs and wishes. Handover and the most commonly used
1. form of communication in the care industry.

Braile could be used on product packaging in order for an individual with

a visual impairment to be able to identify goods.
2.

Facial expressions can be used when an individual finds it difficult

to communicate. For example a smile would mean someone is
3. happy. Again this is a method of communication that could be
valued as one of the most important to note as a professional.

Written communication could be used to document formal information,

for example care plans or medical records. It is the most important
4. method of communication that needs to be accurate as it is often the only
method and record that exists long after the care is delivered.

Sign language This is usually used by individuals who suffer either a

hearing impairment or are selctivly mute. For example BSL or makaton.
5.

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 Activity 6.1b

Use examples from your

own workplace to describe
how good and poor Describe - to describe means to create a
communication could affect picture with words but not simply writing
relationships at work: a list of bullet points.

1.Examples of good communication affecting a work relationship:

Handover: This allows the team to be able to communicate to each other when a
shift is changing and help to establish consistency within the setting.

Team meeting: These can serve to help staff members to mutually support each other
in a formal setting, swap ideas and build collaborations between workers and
managers. Good clear communication is key for building communal goals and
outcomes for the clients.

2.Examples of poor communication affecting a work relationship:

Poorly written or badly worded documents could lead to miscommunication or a delay
in the appropriate action being taken.

Not phoning into work if you are sick or going to be late could lead to staffing issues,
not handing over key information to the oncoming shift or recording this information.

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 Activity 6.1c
Imagine you are talking to an
individual about a change to their
care plan. During the conversation,
which starts very relaxed, you notice
that the person starts getting fidgety
and avoiding eye contact. Their
body language changes, they turn
sideways on their chair so they no
longer face you.

1. Why is it important that you notice the changes in the other person’s reactions?
*It tells you that the individual is not happy with what is being said.
*The individual could be confused about what you are saying
*It could show that the individual is loosing trust in you
*Is there something the individual is failing to communicate which could help.

2.Why is it important that you respond to the changes in the other person’s
reactions?
*it shows you are paying attention to the individual
*It demonstrates you have their wellbeing at heart
*It could stop a behaviour happening
*It allows you to have a change of face around the current subject
*It keeps the trust established between yourself and the individual
*It allows you to build a supportive relationship.
*It allows their behavior to be managed as you are able to react to the demands of
the behavior.

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 Activity 6.2a

Part i) Use the spider

diagram to list four ways
that can help you to
establish an individual’s
language needs, wishes
and preferences:
List: to list means to write in bullet points
or provide short answers that are straight
to the point.

Directly talking to the individual

Talking to family Other professionals

members such as GP. social
worker, psychiatrist
Ways that
can help me
to establish
language
needs, wishes &
preferences

The individuals care plans and

previous history

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 Activity 6.2a

Part ii) Describe how each

of the above can help you
to establish an individual’s
communication and
language needs, wishes
and preferences:
Describe: to describe means to create
a picture with words but not simply writing
a list of bullet points.details like why and
how.

1 By talking to the individual directly will be the quickest and most direct way of
establishing the individuals preferences. By talking directly you may be able to find
out things that other people are not aware of and so put the best care in place
possible. This is often a challenge in its self though and is easier said than done.

2 If the individual has a communication issues then talking to the family or previous
carers can be a good way to find out more about an individual. They may be able to
tell you things that have been established long term or even subtle changes an
individual may display at certain times. Gaining a clear picture of this is critical to care.

3 Friends can also be a good source of social information. They may be able to to you
things that the family don't know such as pubs the individual visits or the types of
restaurant foods they like.

4
Professionals such as GP's and social workers will be able to offer medical help and
diagnosis that family and friends may not know or understand and so help to advise
on issues such as medication.

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 Activity 6.2b
Think of the different communication
needs, wishes and preferences that
individuals may have. Complete
the diagram below to list at least
six different styles or methods of
communication that could help List: to list means to write in
you when communicating with bullet points or provide short
individuals. An example has been answers that are straight to the
provided for you: point.

Techincal aids (Hearing British Sign Language (BSL)

aids)
Touch

Makaton Verbal (Talking)

Communication
styles and
methods that help
to meet needs,
wishes and
preferences

PECS Cards (Autism) Written word

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 Activity 6.3a & b

Complete the table below

to make a list of potential
barriers to effective
communication and
describe ways to reduce
the barrier. An example has
been provided for you:
Describe: to describe means to create
a picture with words but not simply writing
a list of bullet points.details like why and
how.

Barrier to communication How it can be reduced

1. Substance misuse If an individual’s behaviour is affected because of misuse
of substances, I need to think carefully about how I will
use my communication skills to make sure the individual
is supported. If they are frustrated and angry I will need to
use a calming tone of voice and relaxed body language
but maintain a safe distance.
2. Limited use of If an individual does not have the correct technological
technology means to communicate this could hinder communication.
For example if an individual needs a hearing but doesn't
have one. You will need to talk clearly and slowly for the
individual to hear what you are saying

3. Lack of privacy If it is not appropriate to talk to an individual in a particular

place. For example a commnal area, you should take the
individual to a more appropriate place such as an office.

4. Emotions: If an individual displays signs of depression, anger or

general upset. Then you may need to talk to the
individual in a sensitive way or even postpone talking to
the individual until a more suitable time when they can
process the information better.

5. Environmental factors: When talking to an individual you should consider

environmental factors. For example is it to hot or to cold?,
Is the area to bright?, Could the area be to noisy?, So
consideration should be made as to where you talk to an
individual, it is often that considering this will dramatically
reduce stress at times of crisis and incidents.

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 Activity 6.3c

During any conversation or

discussion, you would like to know
that you have got your point across
to the other person or people, and
that they know or understand what
you mean. How could you check
to make sure that the other person
understands what you are saying?

In order to check that the other person has understood what has been said you should
summarize what has been discussed at the the end of the conversation. This allows
the individual to correct you if anything is wrong. It also shows that you have
understood what the individual has said and shows and have listened, it is important
that relationships are built with the clients whereby they feel they are listened to and
that their points of interest and expressions are clearly being understood.

Another way is to ask questions and wait for a detailed response, rather than accepting
a yes or no answer. For example:

Carer: "Do you think what we have talked about will help?"
Individual "Yes"
Carer "Why?"

The individual will then have to give a more detailed answer and show that they have
understood what has been said.

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 Activity 6.3d
Think of an individual or group of
individuals in your workplace that
you might struggle to communicate
with. Make sure you respect
confidentiality by not using their
name. Who could help you with
information, support or services to
communicate more effectively? How
could they help?

The example from my place of work I have chosen

is :

Young person ""

I could find information and support or services from:

Line manager
Family
Social Worker
Doctor / GP
Care Plan
Makaton Charities
Co-workers
CAMHS
School

They could help me to:

All of the above could supply key information about ways in which to help the
individual communicate and what services are available to him in order for him to
extend his current range of communications.

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 Activity 6.4a

In your own words,

describe the meaning of
confidentiality in relation
to your job role. You might
use your contract or job
description to help you:
Describe: to describe means to create
a picture with words but not simply writing
a list of bullet points.details like why and
how.

Care Worker
In my job role as _____________________________________ confidentiality
means:
Confidentiality isnt about keeping secrets. Confidentiality means that personal and
private information obtained from or about an individual must only be shared with
other necessary professional people or family on a "need to know" basis. Information
given to a carer should not be disclosed without this consideration.

However, confidentiality rules can be broken if you believe an individual is at harm, an

individual reveals information that could put others at harm, a court or judicial
organization requests information or other professional organization requests
information, this will always be in the best interest of the client.

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 Activity 6.4b
Familiarise yourself with
your workplace’s agreed
ways of working in relation
to confidentiality. Complete
the table below to list
legislation and agreed
ways of working to maintain
confidentiality in your daily
routines:
Legislation
*The data protection act 1998
*The health and social care act 2012
*The human rights act 1998 article 8
*The mental capacity act 2005 -
Disclosure
*The care act 2014 Clause 45
*The crime and disorder act 1998 -
Disclosure
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Agreed ways of working: this refers to company
policies and procedures.This includes those less
formally documented by individual employers and the
self-employed as well as formal policies such as the
Dignity Code, Essence of Care and Compassion in
Practice.
List: to list means to write in bullet points or provide
short answers that are straight to the point.
Agreed ways of working
*An individuals identity is anonimised by
using the initials of their name
*Personal information is not discussed in
public unless done in an appropriate
place.
*Information about individuals is not
discussed in front of other individuals All
confidential information is stored away
safely in the office.
*Meetings with outside partners are held
in an appropriate room and away from
other individuals.
 Activity 6.4c

At times you may come across

situations where you need to
share confidential information,
even if the individual doesn’t
want you to. Give three
examples of situations that might
happen in your workplace where
information might need to be
passed on to other key people:

Example 1:
A child or vulnerable adult has suffered or at risk of suffering significant harm. This
could include: Sexual, physical, financial, emotional or institutional abuse or self
neglect. It would be broken and acted upon in order for the client to be kept safe.

Example 2:
If an individual has been or likely to be involved in a serious crime.

Example 3:
If an individual is likely to harm others. It is also key to ensure that this is broken if
it is suspected that others may be at serious risk.

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 Activity 6.4d

Imagine one of the situations

you have described in the
last task happens whilst you
are on duty. Who could you
ask for advice and support
about confidentiality? And
how would they be able to
help you?

People I could ask: They could help me with advice and support because:

If an individual is likely to harm others I could speak to:

*Teamleader *The teamleader may have witnessed this type of behavior

before and know how to deal with it. They will also be
experienced in best practice for circumstances like this.
*Other colleagues
*If a teamleader is not available, then my other colleagues may
have knowledge about the behavior and know how to deal with
it. It is always better to seek the advise of more professionals
*The behavioural team when in crisis and not 100% on what the best course of action
would be.

*The Police *In some cases specialists from other parts of the organization
may need to be called in if the behavior develops a pattern,
clinicians may be included or local CAHMS etc

*If there is no other option and you have tried everything else
to try and stop the behavior then the police may need to be
called,this is only a last resort when any action that could be
taken by staff would not be suffice for the management of the
risk present.

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