OBJECTIVES

• Log on to your account

• Visit Moodle
• Complete learner survey (if you have been selected!)
• Apply for DBS
• Look at placement options

Stretch & Challenge:

If you finish all of this,
research different
communication methods.
 LOGGING ON
• Your username is your student ID with an ‘s’ in front
• Your password is your D.O.B (without the 19) – e.g. 120373
 MOODLE
• You will need to access Moodle weekly, we will add resources as well as PowerPoints from
the lessons
• Moodle is particularly important if you miss a lesson!!
• To access, please go to the Newcastle College homepage website and click on “FE Moodle”
at the top
• You will log in using your student log in details
• Please then look for L2 Diploma in Care
 DBS
• Please ensure you have applied for this as an absolute priority.
• Those who are unable to prove their application is sent off by 21/10/19 will not
be able to continue on the course.
Every one of you
must have
• enquiries@ncl-coll.ac.uk completed this
• Name today!

• Student ID Follow the link that is

sent back to you and
• COURSE (LEVEL 2 CARE) complete your
application!
• EMAIL ADDRESS
 LEARNER SURVEY
• Follow the link under announcements on Moodle
UNIT 1: COMMUNICATION
SKILLS FOR H&SC
Rosie Edwards/Sonila Gjici
 LEARNING OUTCOMES

• Identify what effective communication is and why it is important in the work setting

• Discuss ways to reduce barriers to communication

• Describe how to meet a range of communication and language needs

• Explain what confidentiality is and how this can be maintained.

 HOW WOULD YOU FEEL IF
YOU WERE NOT HEARD?
With a peer

Tell the person beside you where you last went on holiday

Use only gestures and no words

The only sound should be the person guessing….

 Stretch & Challenge:
Include relevant
examples.

COMMUNICATION
What actually is
communication?

Work in groups to create

a definition.
 WHAT IS COMMUNICATION?
• People who work in health and social care settings need to develop effective
communication skills in order to make and maintain relationships.
• Health and social care practitioners communicate with adults for a number of
different reasons.
 IDENTIFY THE DIFFERENT REASONS
WHY PEOPLE COMMUNICATE

• In groups identify reasons people communicate

 WHY PEOPLE COMMUNICATE…
• Making relationships
• Developing relationships
• Obtaining and sharing information
• Expressing thoughts and ideas
• Giving and receiving support
• Expressing feelings, wishes, needs and preferences.
 WHO PEOPLE COMMUNICATE
WITH…
• Service users
• Visitors To describe you must write
• Medical staff detail about 2/3 of these
people… include examples.
• Social workers
• Managers and supervisors
• Colleagues
 EXPLAIN HOW EFFECTIVE COMMUNICATION
AFFECTS ALL ASPECTS OF YOUR OWN WORK
You will be looking at one of these in your groups and then feeding back:

• Service
• Teamwork How does
• Participation, support and trust communication
effect these aspects
• Outcome for the service user of care?
• Empathy and shared understanding
• Recording and reporting
• Job satisfaction
 HOW CAN EFFECTIVE COMMUNICATION IMPROVE THE
EXPERIENCE OF THOSE ACCESSING HEALTHCARE
SERVICES?

Discuss these
points in your
groups… What do
• The needs of the service user are met
they mean?
• Any concerns can be dealt with efficiently
• Quality of care – reassurance, empathy
• Thinks will run smoothly
 OBSERVING REACTIONS EXAMPLE
• Yassir is a healthcare assistant, working with those with dementia. He explains to Michael
that he has a doctor’s appointment that day for a suspected chest infection, Yassir tells him
the time of the appointment and the plan for transport etc. The whole time Yassir is talking,
Michael is unable to follow and therefore looks really confused and doesn’t really respond.
Yassir doesn’t notice.
• Throughout the day, other staff mention that Michael seems a bit distressed, confused and
doesn’t appear to understand why he is going to the doctors.

• How could this have been avoided?

• What could Yassir have done differently if he had noticed that Michael looked confused and
was barely responding?
 OBSERVING REACTIONS…
• Observing feedback is a way of assessing:

• Any changes in an individual’s needs

• Enable effective communication
• Understand what the individual is trying to express
• Meet the individual’s needs

• Effective communication is a two-way process: when you are listening you are not just waiting for
your turn to speak! To be an effective communicator, you have to notice how other people respond to
your communication.
 DESCRIBE HOW COMMUNICATION CAN EFFECT:

Relationships with colleagues

Relationship with the individual Take notes
of the
Outcome of the episode of care for the individual others’
answers!!

• You will be given one of the above as a group, discuss and be ready to feedback to the
group.
 HOW COMMUNICATION EFFECTS…
• Relationships with colleagues –
• Establishing friendly but professional working relationships.
• Give and receive support.
• Communication with colleagues should revolve around shared goal of promoting the health and
wellbeing of the people you provide care and support for.

• Relationship with the individual –

• Being respectful and consistent will encourage service user’s to trust and communicate with you.

• Outcome of the episode of care for the individual

• Service users will receive better quality of care if they feel they can communicate with you, as they will
feel comfortable sharing their needs and preferences.