NAME: OLATUNJI ABISOLA OLUWAKEMI

UNIT 1: PROMOTE COMMUNICATION IN CARE SETTING

UNIT REF: T/616/4049

1) Understand why effective communication is important in the work setting

1.1) Identify different reasons people communicate

• To get to know each other.

• To pass an important information.
• To form relationships.

1.2) Explain how communication affects relationships in the work setting.

Communication has a great impact in relationships in the work setting in that it helps to build trust and
understanding between people thereby making it easier to get things done.Effective communication is
an important skill in building relationships which will be an important part of ensuring that identified
objectives are met.

1.3) Explain ways to manage challenging situations.

In a challenging situation,both party decides whether they want to continue the discussion and how
comfortable they feel.During the conversation,it is imperative to maintain eye contact or lean forward
when listening to ensure that the interaction is beneficial.Also,reflect and end positively so that all
participants are left feeling that they have benefited from the interaction.At the end of the interaction,it
is important to also reflect on the areas you have covered and offer a positive and encouraging ending.

2) Be able to meet the communication and language needs,wishes and preference of individuals.

2.1) Demonstrate how to establish the communication and language needs,wishes and preference of
individuals in order to maximise the quality of the interaction.

Please refer to competency record.

2.2) Describe the factors to consider when promoting effective communication.

• The eyes is one of the factors to consider when promoting effective communication.Feelings
and thoughts of other people can be picked by looking at their eyes.For instance, our pupils
 becomes dilated when we are excited or when we are attracted to or interested in
someone.Also,a fixed stare may send the message that the person is angry.
• The face can send very complex messages but we can read them easily.Our faces often indicate
our emotional state.For instance,when a person is sad,they may look down,there may be
tension in the face and the mouth will be closed.Also,a happy person will have a wide-open eues
that makes contact with you and they will smile.
• Voicetone also helps to promote effective communication.If we talk quickly in a loud voice with
a fixed tone ,people may see us as angry.Tone of voice as well as facial expression,can show
concern ,interest,disbelief,boredom,irritation and a host of other emotions.
• Body movement and posture is an important factor to consider when promoting effective
communication.The way we walk,move our heads,sit,cross our legs and so on send messages
about whether we are tired ,happy,sad or bored.
• Touching another person can send messages such as care,affection,power over them or sexual
interest.The social setting and other body language usually help people to understand what
touch might mean.
• Gestures also help us to understand what a person is saying.The interpretation of gestures
varies from culture to culture. In some culture it is considered very rude to show the sole of your
feet,or to give a thumbs-up sign.

2.3) Demonstrate a range of communication methods and styles to meet individual needs.

Please refer to competency record.

2.4) Demonstrate how to respond to an individual's reaction when communicating.

Please refer to competency record.

3) Be able to overcome barriers to communication

3.1) Explain how people from different backgrounds may use and/or interpret communication methods
in different ways.

People from different background may use or interpret communication method in different ways as a
result of difference in cultural and religious background.It is important to observe; which language is
being used,if a person experiences any hearing or visual impairment,if they have physical disability or
illness or if they have learning disabilities.Any of this aforementioned factors could also determine how
best to communicate with someone and what steps to take to make things easier.

3.2) Identify barriers to effective communication

 • Physical barriers: physical and environmental factors could serve as a barrier to effective
communication.
• Physical disability
• Visual impairment
• Learning disabilities
• Dementia/confusion.

3.3) Demonstrate ways to overcome barriers to communication

Please refer to competency record.

3.4) Demonstrate how to use strategies that can be used to clarify misunderstandings

Please refer to competency record.

3.5) Explain how to use communication skills to manage complex ,sensitive,abusive or challenging
situations and behaviours.

• Understand the language an individual is comfortable with in order to make communication

effective,if possible get an interpreter.
• Listen effectively as communication is a two-way process.
• Make use of body language as messages are made clear by things like facial expression or
maintaining eye contact.Your body language will let people know that you really are listening to
what they are saying.
• Use the right word because what you say in reply is also important.Short encouraging phrases
used while people are talking can show concern,understanding or sympathy.Phrases like 'I
see','Oh dear' all give the speaker a clear indication that you are listening and want them to
continue.
• If an individual is in distress,you must be careful not to pressurise them to discuss more than
they want to.Your acknowledgement and recognition of their distress may be sufficient for some
people and they may be able to deal with their unhappiness or grief themselves if they know
that they can obtain additional support from you if necessary.

3.6) Explain how to access extra support or services to enable individuals to communicate effectively.

• Do not attempt to offer counselling unless you have been adequately trained and had the
opportunity for supervised practice.
• Ensure that you have access to sources of information and the appropriate resources that can
be offered in particular circumstances as there are specialist organizations which will offer
particular support for those who are bereaved,for those who are experiencing relationship
difficulties or for those who are feeling depressed and may harm themselves.Be sure to have
their contact details.
• Be empathetic by developing an accurate understanding of the feelings and thoughts of another
person.Empathising with another person is a skill that develop from active listening and it is a
 characteristic of a caring attitude,where a person can see beyond their assumptions about the
world and can imagine the thoughts and feelings of someone who is quite different.

3.7) Explain the purpose and principle of independent advocacy

• The purpose of independent advocacy is to assist and support people to speak out/speak up for
themselves.Ensure that a person's voice is heard and listened to.Assist people to achieve their
goal and/or to access the services they need.
• The principles of independent advocacy include: empowerment and person centered
approach,equality,accessibility and diversity anf supporting the advocate.
• Person centered approach: this involves being respectful to people's needs,views,culture and
experiences.
• Equal opportunity: involves being pro-active in tackling inequality.Advocates are allocated time
fairly.
• Accessibility: people are easy to be accessed in case they are undergoing financial abuse.

3.8) Explain when to involve an advocate and how to access advocacy services

• Individuals that are receiving care services may not always have the knowledge,understanding
or confidence to ensure that their voice is heard when decisions are made about them.To
promote and uphold such individual's rights,independent advocacy services may be used.
• The care act 2014 puts a responsibility on local authorities to provide an individual with an
independent advocate in certain situations such as when they are being assessed for
services,when their care plan is being reviewed or there is a safeguarding issue. To be eligible
for an advocate,an individual must be deemed to have 'substantial difficult' in being fully
involved in the process without one and there should be no othet individual such as a friend or
family member that can undertake this role.

4) Be able to apply principles and practices relating to confidentiality

4.1) Explain the meaning of the term confidentiality

Confidentiality involves keeping information safe and only passing it on where there is a clear right to it
and clear need to do so.It is an important right because people may not trust a support worker who
does not keep information confidential,people may not feel valued or able to keep their self-esteem if
their private details are shared with others and people's safety may be put at risk if details of their
property and habits are shared publicly.

4.2) Demonstrate the way to maintain and promote confidentiality in day-to-day communication

' Please refer to competency record'.

4.3) Describe the potential tension between maintaining an individual's confidentiality and disclosing
concerns.
Confidentiality often has to be kept within boundaries,and the rights of others have to be balanced with
the person's right.Some situation may mean that you have to pass an information,because keeping it to
yourself could result in harm to the person you are supporting,to someone else or to you.You cannot
decide to pass on confidential information simply because you think that your employer would be better
off if they acted in a different way,or if they had this or that help or assistance.You must only do this
when you have good reason to believe that there is a risk of serious harm.The wellbeing of the person
you are supporting is always the deciding factor.