11 – Identify the different reasons people communicateCommunication is an important part of

1.1 – Identify the different reasons people communicateCommunication is an important part of everybodies lifes. By communicating with each other we express our feelings, thoughts and wishes. People communicate for different reasons, for example:o To make an enquiryo To make friendso To book appointmentso To make choiceso To verify someone’s identityo To share ideaso To express feelingso To give instructionso To give encouragement and reasurance 1.2 – Explain how communication affects relationships in the work settingIt is very important that we can recognise different ways of communication and use them effectively when talking to others. Effective communication in the work setting is essential as it helps to build trust between staff and residents, their families and their communities. Effective communication with residents and fellow workers will also help you to support the needs and achieve excellent outcomes for the needs of an individual and help them to take more control in their lives. It is important that we speak in clear and understandable language and don’t use any jargon words in our vocabulary as that might make feel some residents at unease and cause trouble in future relationship with the resident. We also need to look at the tone of voice and body language that goes alongside the words we use when we communicate as sometimes even without meaning to offend or upset someone it can happen and dramatically change the message we are giving. 1.3 – Explain ways to manage challenging situationsIt is important that every member of staff can recognise and deal with challenging situations appropriately. It may be caused by behaviour, yours or someone else’s or maybe by personal views on some things. It is always important to stay calm when challenging situations occur. We must never pre-judge the situation or parties involved. Communication is the key! If you ever find yourself in challenging situation, make sure you stand back and asses the situation first. If possible, gather the facts as the last thing you want is to be in the middle of it all and jump to a solution too quick as it might escalate even more. Speak slowly and clearly in a calm voice avoiding harsh and aggressive statements, asking lots of questions to get every bodies side of the story and make sure you listen actively to what you have being told. Act calmly and professionally and always show respect to all the parties involved. You might also want to remove others from the environment if there is no clear picture of how the situation will end. If possible, aim for win for all the parties involved but remember to be realistic and that you are not able to or responsible for resolving all problems. Also, if you are ever unsure make sure you call for help! And if you feel like you wouldn’t know how to react if challenging situation occurred, maybe it is a good idea to attend some conflict resolution training. 2.2 – Describe the factors to consider when promoting effective communicationCommunication is being used every day in different parts of the world. Without effective communication we wouldn’t be able to share ideas or express our feelings and needs. Some of the factors considered when promoting effective communication are listening skills. You must be able to show that you can listen carefully and patiently, that way the other parties can express their thoughts without being interrupted and will put them at ease and so the conversation will go smoothly. Next step is to clarify and reflect on what you’ve just been told. That’s a good way to show that you have been listening and paying attention and will avoid assumptions. Also try to avoid prejudgments as everyone has a right to different views and opinions, just like you. Being able to open up and acknowledge to new ideas and solutions is a good skill to have. Baring in mind the tone of voice and body language we use when talking to people are also an important factor towards effective communication. Simple change in your tone can lead to upsetting someone quickly, as well as, using bad body language such as; crossed arms, overuse of hands, poor posture and intense starring or opposite – avoidance of eye contact. All these things will come across as discomfort, nervousness, intenseness or boredom and will not help when communicating with someone as it will make people feel at unease and the situation can become intense. To turn this all around and make it as positive as possible try using humour (where appropriate) in the way you communicate with others. This will make people feel less stressed and anxious and is considered as a very effective factor to an excellent communication. And finally – cultural differences. We need to make sure we are not dominant with our opinions and views on life in general. There are many people out there with different cultures and beliefs so we must consider that and adjust our communication as needed and when needed. 3.1 – Explain how people from different backgrounds may use and/ or interpret communication methods in different ways3.2 – Identify barriers to effective communicationBeing able to speak, hear and see are the three senses that are important for communication. But sometimes life is not that fortunate, and some people must deal with not having some of it. They might be blind, deaf or just simply unable to say a word. These can all be barriers to effective communication however, there are more, many more, and those include:o Time and placeo Stresso Having to use sign language or not understanding ito Environmento Physical barriers (closed doors etc)o Background noiseso Languageo Lack of focus3.5 – Explain how to use communication skills to manage complex, sensitive, abusive or challenging situations and behavioursThe way we communicate can be adjusted for different situations and using different methods.For example, if we are dealing with challenging or abusive situation or behaviour, we will stay calm and only speak in peaceful manner using clear and understandable vocabulary. We will avoid using harsh and aggressive statements and make sure our body language is limited so we are not aggravating anyone any further. If we are dealing with sensitive situation or behaviour, we will make sure we listen actively, we must let the others to express fully how they feel before we jump to a solution. We will use reassuring vocabulary and welcoming/opening body language to make others feels at ease and let them know that you are there in case they need anything. It is important that we can recognise different behaviour and situations and we can adjust our communication skills and methods to deal with them effectively. We are all unique human beings and we all respond to things differently so there is no one size fits all approach.3.6 – Explain how to access extra support or services to enable individuals to communicate effectivelyThe best place where to look and see an individual preferred ways and methods of communication is their care plan. There you can find detailed description of effective communication ways with the one you are looking after. However, there are plenty of help out there that people with communication problems can get. Some of it is aimed specially for people with different impairments, such as, hearing or vision impairments, but some of it is for people that simply find it difficult to communicate because of language, cultural differences, physical barriers or environment they are in. For example, for people whose speech is affected by disability or illness can access speech therapists, for the ones with language problems, could have translator or interpreter provided by social services or support groups. Also, my home manager would be able to tell me about different resources for communication support we have in the workplace, such as; books with large print and braille books for people with vision impairments, different picture cards and maybe computer programmes to help us understand each other. Outside of workplace there are specialists and professionals you can contact and find out about an individual preferred method and style of communication. Those include; GP, Speech and Language Therapists, Nurses, Social Workers and let’s not forget that family and friends may know better then anyone about their loved one’s preferences.3.7 – Explain the purposes and principles of independent advocacyIndependent Advocacy is there for people who need to have a stronger voice and need more control over their own lives at the same time helping these people to take up the issues on their behalf if they want to as sometimes it can be frustrating to come across legal bodies that won’t acknowledge or dismiss the needs and wishes of an individual, because they might have an illness or disability that might affect their ability to make decisions. They are there to stand by people and speak on behalf of the ones who are not able to do that themselves and to protect and safeguard rights and interests of those people. The principles of independent advocacy; they are always available for people that are eligible and need it and accountable so the ones that use it can be assured that their views and needs will be protected, and they will be valued. They are also free from conflict of interest as independent advocacy are separate from other services that way making sure that there is no room for conflict of interest rising. But mostly, people that are using the service are always put first. Their needs, wishes and views are respected, and everything done is first discussed with an individual before taking any further action.3.8 – Explain when to involve an advocate and how to access advocacy servicesIf you are an adult, with no family or friends that could help you and you are in care and need support, or a career looking after an adult, or maybe a young person who is about to start using adult services and needs help with deciding what care and support will be the best for you, needs help to understand the choices available for you or you may just need some help with expressing what you really want to a wider society and relevant authorities, then this is when you would look in to involving an advocate. They can help you to be heard and to express and tell others how you feel and what is it that you want or understand what exactly is going on with your care and support needs. Advocates are also there to make sure you get your rights. If there is ever any need for anyone to access advocacy services and the eligibility requirements are met, then referral by local council or adult support services will have to me made. 4.1 – Explain the meaning of the term confidentialityConfidentiality is a very important part of work for people working in care. It is staffs and any other involved authorities’ duty and responsibility to maintain confidentiality about their job and anyone involved in it. No one should be sharing information about the people in their care to anyone inside or outside the workplace, unless this information is required by professional regarding the individuals, health and welfare or at a meeting specifically held about them. 4.2 – Describe ways to maintain and promote confidentiality in day-to-day communicationThere are several ways on how to maintain and promote confidentiality in day-to-day communication. Let’s start with the fact that any conversation to be held about an individual is done in private with no possibility to be overheard and any personal information is passed on only if it’s necessary and for the wellbeing of an individual. Any envelopes or packages should be marked as Private and Confidential. Any personal records and documentations should be stored appropriately in a locked cupboard that cannot be accessed by public or anyone that’s unauthorised to have it and should be destroyed securely, by shredding it, for example. Any digitally stored information should be protected by secure password and should never be left open on computer screen for anyone unauthorised to read. Also, staff should responsibly and thoughtfully challenge any co-worker that does start to talk about an individual in inappropriate places.4.3 – Describe the potential tension between maintaining an individual’s confidentiality and disclosing concernsAs care workers we have many duties and responsibilities regarding the people we are looking after. We are there to maintain trust between us and service users, but at the same time to ensure service users and other’s safety. We don’t necessarily need to share every detail about service users’ confidential stuff, unless there is risk of harm or abuse involved for that specific individual or others around. For example, if an upset and depressed service user has told you that she has lent a massive amount of money to her friend but hasn’t got it back, you would most likely have to disclose this with an appropriate person such as your manager as this would be classed as financial abuse and further investigation would need to take place. Or if a service user has disclosed their wish to harm themselves or others with care staff, then this would also need to be disclosed with an appropriate individual to take further action as this can turn in to abuse to themselves and others. However, if a service user has shared with care staff things like; the amount of money in their accounts or maybe their relationship history, these things don’t need to be shared as long as they don’t present any risks of harm and abuse to self’s and others. 304 – Promote effective handling of information in care settings1.1 – Identify legislation and codes of practice that relate to handling information in care settingso Data Protection Act 1998o Human Rights Act 1998o Freedom of Information Act 2000o Health and Social Care Act 2008o Codes of practice on confidential information – this is for organisations and it outlines the steps to take to guarantee appropriate handling of confidential information that everyone will need to followo Sensitive information to be stored safely and securelyo Health care workers should not disclose any information about individuals without their consento Any information kept should be accurate and updated regularly, where necessary

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