Award in Preparing to work in Adult Social Care Unit 4: Communication

Edexcel BTEC Level 1 Award in Preparing to Work in Adult Social Care (QCF) : 

Edexcel BTEC Level 1 Award in Preparing to Work in Adult Social Care (QCF) Unit 4 Awareness of communication in adult social care

Awareness of Communication in adult social care: 

Awareness of Communication in adult social care Learning Objectives On completion of this unit a learner should: Know the communication skills needed in adult social care. Know how adult social care workers can meet the communication and language needs of individuals. Know the importance of record Keeping in adult social care settings.

Factors Affecting Communication: 

Factors Affecting Communication Factors Jargon, slang and acronyms Cultural Differences Disability Emotional distress Health problems Sensory deprivation Environmental problems

Communication skills needed in adult social care: 

Communication skills needed in adult social care Care workers use different forms of communication during their working day (or night). These include the verbal communication skills of talking and listening, and various forms of non-verbal communication, such as touch, eye contact and facial expression. A care worker has to use both these forms of communication when they: Give or receive information about the care that is being provided for an individual; Provide emotional support to an individual or member of their family; Carry out an assessment of an individuals needs.

The Communication Cycle: 

The Communication Cycle

The Communication Cycle Case Study: 

The Communication Cycle Case Study Charlie is two years old. He enjoys helping his mum in the kitchen when she is making a meal. When she says, ‘Can I get some frit for you Charlie?’, he puts his arms in the air, says ‘me’, and smiles at her. His mum responds by picking him up and saying, ‘Okay, you take something for yourself this time, Charlie’. How does Charlie’s mum communicate with him in this example? How does Charlie communicate non-verbally with his mum in response to her question? Describe how the cycle of communication occurs in this example.

Forms of Communication: 

Forms of Communication Verbal Communication Non-verbal communication Signs symbols and objects of reference Technological aids Human aids Alternative forms of communication.

Verbal Communication : 

Verbal Communication Includes: Talking face-to-face Talking on the telephone Writing E-mail Text The communication cycle demonstrates that effective verbal communication is a two-way process-speaking and listening must occur. Listening is much harder than speaking and there is more to this skill than just waiting for the other person to stop talking .

Non-verbal communication : 

Non-verbal communication As well as communicating through speech, people use a variety of forms of non-verbal communication. Some of these are referred to as body language. This is because they involve the individual using their body and appearance to communicate in some way. Non-verbal communication often varies from culture to culture and sometimes causes mis -understandings!

Signs symbols and objects of reference : 

Signs symbols and objects of reference Care organisations sometimes use signs and symbols to communicate with the people who use their premises. Signs and symbols are graphical ways of communicating essential information. Using images enables people who cannot speak or understand a spoken language, such as English , to communicate. Objects of reference are items such as toys, clothes, jewellery or other everyday objects that have a special meaning for someone. They may be used to stimulate interaction.

Technological aids : 

Technological aids Technological aids, such as electronic communicators, hearing aids and videophones are designed to help people with disabilities who have difficulty sending or receiving ‘messages’ as part of the communication cycle. Websites such as Facebook , Twitter and Bebo are also examples of technological aids that promote communication between people.

Human aids : 

Human aids These include people who work as: Interpreters, who listen to a person speak in one language and then communicate what they have said to a second person in a different language. Translators, who translate what is written in one language into a second language. Signers, who use forms of sign language to communicate what has been said or written into a second language, such as British Sign Language or Makaton .

Alternative forms of communication. : 

Alternative forms of communication. People who are unable to communicate in conventional ways sometimes use alternative communication systems to send and receive messages, for example: People with visual impairments often use their sense of touch to read documents written in Braille. People with hearing impairments or learning disabilities sometimes us lip reading and sign language systems.

Contexts of Communication: 

Contexts of Communication One-to-one communication Group Communication

One-to-one communication: 

One-to-one communication Care workers talk to work colleagues, to people who use care services and to their relatives on a one-to-one basis many times each day. Sometimes this involves formal communication, at other times it involves informal communication, for example when a care worker speaks to colleague who is also a friend, or when they have got to know a patient or relative very well. Effective one-to one communication involves: Listening skills Information giving skills Questioning skills. Be clear about what you want to achieve. Interview

Group Communication : 

Group Communication People belong to a range of different groups including family, friendship and work groups. Interaction in group situations is important for social, intellectual and emotional development. Health and social care workers communicate in group situations when they participate in: Handover meetings Case conferences Therapeutic activities Team meetings.

Barriers to Effective Communication: 

Barriers to Effective Communication Different Language / cultural difference Hearing Impairment Visual Impairment Dialect Slang/jargon Acronyms Distress/confusion & emotional difficulties Health Issues Environmental problems

Barriers to Effective Communication: 

Barriers to Effective Communication Different Language / cultural difference Eels

Barriers to Effective Communication: 

Barriers to Effective Communication Hearing Impairment This may help your understanding of hearing impairment Mrs Richards

Barriers to Effective Communication: 

Barriers to Effective Communication Visual Impairment

Barriers to Effective Communication: 

Barriers to Effective Communication Dialect A dialect is a version of a language. People who speak English using a Glaswegian dialect or a Liverpudlian dialect will pronounce the same words differently and may use some words that are local and specific to the area where they live. A person who isn’t from the same area may not understand a local dialect. Dialect : Communication Difficulty

Barriers to Effective Communication: 

Barriers to Effective Communication Jargon Jargon is technical language that is understood by people in a particular industry or area of work. Health and social care workers often use jargon to communicate with each other quickly.

Barriers to Effective Communication: 

Barriers to Effective Communication Slang Slang is an informal type of language that is used by a particular group of people. Teenagers sometimes communicate with each other using slang their parents and teachers do not understand. Vicki

Barriers to Effective Communication: 

Barriers to Effective Communication Acronyms Acronyms are the initial letters of the words in a phrase e.g. HIV for human immunodeficiency syndrome. A person who does not have specialist knowledge will not understand a message that includes acronyms. Tips

Barriers to Effective Communication: 

Barriers to Effective Communication Distress/confusion & emotional difficulties

Ways of Overcoming Barriers to Communication: 

Ways of Overcoming Barriers to Communication Ways of overcoming barriers to communication Reduce outside noise Provide Induction Loops Speak clearly and slowly Use interpreters Listen Carefully Display clear signs Improve Lighting Adapt to the person’s needs

Barriers to Effective Communication: 

Barriers to Effective Communication Asif is a patient in a large hospital. His diabetes has got worse and he has now los his sight. Asif finds this very distressing and tends to stay close to his bed for fear of getting lost in the ward. He is becoming worried that he will not be able to get to the toilet in time on his own. What are the barriers to effective communication? How might these barriers be overcome?

Purposes of Keeping Records: 

Purposes of Keeping Records To record clients details. Some will remain the same, others will require updating (discuss).

Types of Record Keeping: 

Types of Record Keeping

Skills needed in maintaining records: 

Skills needed in maintaining records To show you have effective and competent information-handling skills, you will need to make sure that service users’ records are: Up-to-date Complete Accurate Legible Stored safely Shared appropritely

Skills needed in maintaining records: 

Skills needed in maintaining records Information that needs to be recorded should always be written in a legible manner. Legible means clear, readable and understandable. It could be harmful to an individual if other people cannot read what you have written, for example in a care plan about the way the individual is feeling. Records must always be factual and not an opinion. They should include the correct date and a full signature of the person writing the record. It is also recommended to use black ink. Some documents will only accept black ink. Information must not be crossed out or covered using correction fluid. Always record any information given to you by an individual even if you think it is trivial because it might help someone else. Always check an individual’s care and support plan before working with them as there may have been changes since you last worked with the individual, even if it was only a short time ago.

Storing Records: 

Storing Records Records can be stored electronically on computers or as paper documents which can be typed or handwritten. Computers must be password protected and it is recommended that individual documents are also password protected. Documents being sent by email should be encrypted and protected. Confidential paper documents must be stored in a locked cupboard or cabinet. Access to all information should be restricted to those people to whom the information is relevant The recording, storing and sharing of data is covered by: Data Protection Act 1998 Freedom of Information Act 2000 Caldicott Principles

The Data Protection Act: 

The Data Protection Act The Data Protection Act is the main piece of legislation covering recording, storing and sharing information. The main principles are that records should: • Be secure • Be adequate, relevant and no excessive • Be processed fairly and lawfully • Be kept no longer than is necessary • Be obtained only for lawful purposes • Be accurate • Be observant of a person’s rights • Not be transferred to countries outside of the European Union

The Freedom of Information Act: 

The Freedom of Information Act The Freedom of Information Act says that most public authorities have a legal obligation to provide information through an approved publication scheme and in response to requests for information. If you work for a local authority, your employer will have one or more specialists responsible for requests made under this Act. You will need to find out who this is and what procedures you should follow if a request for information is made direct to you.

Caldicott Guardians: 

Caldicott Guardians Caldicott Guardians are experts on confidentiality issues and access to individuals’ records. They can give advice on any concerns you may have about a case. They are senior people nominated in organisations who are responsible for safeguarding the confidentiality of individuals’ information.

Maintaining Confidentiality: 

Maintaining Confidentiality Two key components of maintaining confidentiality are the integrity of information and its security: Integrity is achieved by the accuracy and completeness of information using proper processing methods. Security measures are needed to protect information from a wide variety of threats.

The Caldicott principles: 

The Caldicott principles The Caldicott principles and recommendations apply specifically to information that identifies individuals and emphasise the need for controls over the availability of this information and access to it. The six Caldicott principles are: Justify the purpose(s) of every proposed use or transfer Don't use it unless it is absolutely necessary Use the minimum necessary Access to it should be on a strict need-to-know basis Everyone with access to it should be aware of their responsibilities Understand and comply with the law

Recording Skills: 

Recording Skills The paperwork you complete and things you record in your work setting might be needed as legal documents by the police or for use in court cases. This is one of the reasons why it is so important to have good recording skills. If you use a computer in your role, make sure you know how to use the files and programs properly, including how to make sure records and emails are secure. There have been several high profile cases reported in the press over the last couple of years where people’s personal data has been mistakenly made public by negligent staff, for example, leaving computer records stored on a data memory stick in a public place in error. Computers and memory sticks must be secure and password protected and never left unattended, for example, on the back seat of a car. If you become aware of any situation where you suspect or know that the agreed procedures have not been followed or are not being followed by yourself or another person, you have a duty of care to report the situation immediately to your manager or supervisor.