Unit 74 ( 5 credits )

Support Individuals with Specific Communication

Needs
Learning outcomes 2, 3, 4 and 6 you must give
concrete examples from your own experience
you have had in your workplace.

1 Understand specific communication

needs and factors affecting them

1.1Explain the importance of meeting an

individual’s communication needs
In the healthcare setting, it is important to meet
the service users’ communication needs, as they
will want to express their preferences or
interests, as well as involving them in interacting
with other residents or in different activities the
organisation provides; promoting inclusion and
avoiding isolation.
1.2 Explain how own role and practice can impact
on communication with an individual who has
specific communication needs
As a care assistant I need to be alert at all time
and to be prepared to analyse and adapt
everyone’s needs for communication. The way I
work and relate to the individuals I support can
help or hinder them to have the proper care or
needs attended. For example if an individual
needs me to speak slowly when I am explaining
the process that I am about to do and I will raise
the tone of my voice without me wanting to do
so they can become agitated and restless or
upset and will lose confidence in my abilities to
them with their daily life or even have an
aggressive behaviour towards me or them and
one of us can get injured. Some individuals need
to see my face in order for them to be able to
read my lips and if they cannot see me, they
become restless and maybe even worried. For
example, Mrs. D. has a severe hearing problem
so my colleagues and I wrote with large fonts the
important questions and phrases on pieces of
paper, and whenever we try to communicate with
her, we show her the piece of paper with the
relevant question and she’ll answer.

1.3 Analyse features of the environment that

may help or hinder communication
A noisy environment can affect communication
with a service user, as well as a busy place,
where someone’s attention can be distracted.
Whenever I try to communicate with a service
user, I make sure the environment is appropriate
to have a conversation. Individuals with barriers
like hearing or vision problems will have a bigger
difficulty communicating so arranging the
environment appropriately like having a good
lighting and privacy will help communication.

1.4 Analyse reasons why an individual may use a

form of communication that is not based on a
formal language system
In my work setting I’ve come across service
users with learning and speech difficulties that
developed their own type of communication.
One of my service users, Mr. G., cannot speak at
all, so when I give him personal care in the
morning, I take him to the wardrobe and I show
him his shirts and whichever he wants to wear,
he’ll point to it or touch the item.

1.5 Identify a range of communication methods

and aids to support individuals to communicate
There are three main forms of communication, verbal, non-verbal and the
written word.
Verbal communication
Verbal communication uses words to present ideas, thoughts and feelings. Good
verbal communication is the ability to both explain and present your ideas
clearly through the spoken word, and to listen carefully to other people. This will
involve using a variety of approaches and styles appropriate to the Individual
you are addressing.
Non-verbal communication
This refers to the messages we send out to express ideas and opinions
without talking. This might be through the use of body language, facial
expressions, gestures, tone of voice, touch or contact, signs, symbols, pictures,
objects and other visual aids. It is very important to be able to recognise what a
person’s body language is saying, especially when as a health or social care
worker you are dealing with someone who is in pain, worried or upset. You must
also be able to understand the messages you send with your own body when
working with other people.
Body language –
The way we sit or stand, which is called posture, can send messages. Slouching
on a chair can show a lack of interest in what is going on and folded arms can
suggest that you are feeling negative or defensive about a person or situation.
Even the way we move can give out messages, e.g. shaking your head while
someone else is talking might indicate that you disagree with them or waving
your arms around can indicate you are excited.
Facial expression –
We can often tell what someone is feeling by their eyes. Our eyes become wider
when we are excited or happy, attracted to, or interested in someone. A smile
shows we are happy and a frown shows we are annoyed.
Touch or contact –
Touching another person can send messages of care, affection, power or sexual
interest. It is important to think about the setting you are in and what you are
trying to convey before touching a person in a health and social care
environment. An arm around a child who is upset about something in hospital or
a nursery can go a long way to making them feel better but a teenager might
feel intimidated by such contact from an older person.
Signs, symbols and pictures –
There are certain common signs or gestures that most people automatically
recognise. For example, a wave of the
hand can mean hello or goodbye and a thumbs up can mean that all is well.
Pictures of all forms and objects also communicate messages; an X-ray and a
model of a knee joint can more easily communicate to someone needing a knee
replacement exactly what is involved.
Written communication
This is central to the work of any person providing a service in a health and
social care environment when keeping records and in writing reports. Different
types of communication need different styles of writing but all require literacy
skills. A more formal style of writing is needed when recording information about
a client.
Technological aids
Technology is moving so quickly now that we have many electronic aids to help
us communicate. For example, mobile phones can be used to make calls but we
can also use them to send text messages and emails; and we have computers
on which we can record, store and communicate information very quickly and
efficiently over long distances. Some aids can turn small movements into written
word and then into speech, such as the voice box most famously used by the
scientist, Professor Stephen Hawking.
mobile phones: these are generally affordable and available to the population at
large, making them more accessible than computers and far more cost-effective.
They have many uses in health and social care. For example, they enable
emergency response teams to coordinate their efforts, allow a surgical team to
contact someone awaiting an organ transplant, gather and send information etc.
They are especially important in health and social care in developing countries,
where people may live several days’ walk from the nearest doctor.
telephone amplifier: these are devices that amplify, or make louder, the ring
tone of a phone so that people who are hard of hearing and maybe use a
hearing aid can hear the phone more clearly. They also amplify the volume of
the person speaking on the other end by up to 100%. Other devices on
telephones include flashing lights so someone who is hard of hearing can
see that the phone is ringing.
hearing loops – a hearing loop system helps deaf people who use a hearing aid
These means of communication are used for transferring information from one
entity to the other, and always involve a sender and receiver. The cycle of
communication is said to be complete only when the receiver has understood the
sender’s message and intent.

1.6 Describe the potential effects on an individual

of having unmet communication needs
Having difficulties expressing on self can lead to both physical and emotional
problems.
Individuals who experience a gradual loss of effective communication may
become increasingly withdrawn, depressed or isolated. These emotions reduce
the individual’s self-esteem as they start to develop feeling of frustration and
uselessness. The individual’s behaviour may change as they vent their
frustrations with acts of anger or even violence.
An individual, who is born deft or lose their hearing while they are young, may
well have built their own society in the Deft Community based on communication
through sign language. But someone who has lived in the hearing community for
most of their life, then loses their hearing in later life, may feel they have no
place where they can fit in.
Some individuals who have not received the required support to communicate
effectively may become indifferent to others. They may begin to feel that there
is no point in trying to express themselves, their needs or their views, when no
one appears to be listening or attempting to understand them.
Unsupported communication needs can result in the individual being denied their
rights. As a society, if we deny an individual their rights in life we are in effect
abusing that individual.

2 Be able to contribute to establishing the

nature of specific communication needs of
individuals and ways to address them

2.1 How to work in partnership with the

individual and others to identify the individual’s
specific communication needs
All my service users have a detailed care plan in
which is written all their preferences and
communication needs. My superiors and the
residents’ families have more information about
the individual and together we can aid the
service users into communicating better.
2.2 How to contribute to identifying the
communication methods or aids that will best
suit the individual
In my role as a care worker I have to be patient
when communicating with individuals with
sensory loss. I have to take the time to listen
and understand what the individuals are asking
of me and acknowledge that I have understood. I
then ensure that they understand what I am
saying. At times I have to repeat what I say or
write it down for the individual. I would
contribute to finding the appropriate
communication method by assessing the
individual with a senior carer and contacting
outside care professionals for advice and maybe
if needed getting the individual an assessment by
the appropriate professional body like hearing
specialists, SALT, deaf & blind service etc.

2.3 Explain how and when to access information

and support about identifying and addressing
specific communication needs
As a care worker, I need as much information as
possible about the individual's communication
needs to ensure that their wishes and needs are
met. In my work setting we get an 'easy care'
plan before the individual arrives. This tells us of
any specific needs the individual has on all
aspects of their care. We then complete care
plans, with the individual, to support them during
their stay. Observing their interaction with others
is a good way of finding out information also. I
talk to the individual, their family and other
professionals involved in their care. If aids are
needed like hearing aids, picture cards, pen and
paper, I make sure that these are available. If
their needs change I need to adapt to the
changes.

3 Be able to interact with individuals using

their preferred communication

3.1 How to prepare the environment to facilitate

communication
I would prepare the environment for effective
communication by ensuring that all areas were
well lit, chairs were facing each other, people
were facing each other, there is no noise and any
other needs like hearing aids were switched on
in order for effective communication between the
service user and anyone involved. I would
monitor the individual’s responses before and
after the interaction to ensure the effectiveness
of the communication by checking for any nods
of heads or asking people if they had understood
the question.
I would adapt my own practice to improve
communication support with the service user by
allowing the individual time to think before
expecting them to answer. I would also ask them
if there was anything they wanted me to do in
order for them to communicate more effectively.
3.2 How to use agreed methods of
communication to interact with the individual
I would always check and comply with the
service user’s care plan in order to use the
agreed methods of communications to interact
with them. In my workplace, one of my service
users, Mr. G., is Asian who previously spoke
English, but his dementia caused him to forget
the language. He still understands what it is said
to him, but is unable to answer in English, but
only in his mother tongue. His wife helped us a
lot by translating what he is saying when she’s
here, and also by writing down some basic
phrases that the resident would use, in order for
us to understand what he wishes to
communicate like when he would like to use the
restroom.
3.3 How do you monitor the individual’s
responses during and after the interaction to
check the effectiveness of communication
Every time I communicate with my service users,
I check their body language as well as their
response. Mrs. R, for example, wears a hearing
aid, so when I communicate with her, I would
monitor her reaction, searching for head nods or
shakes. If I ask her for her choice in food for
dinner, and she wouldn’t like an option, she
would frown towards the option she least likes.

3.4 How to adapt own practice to improve

communication with the individual
I have service users with speech and hearing
difficulties, as well as deaf residents. When I
started work in my current setting, I was made
aware of the residents’ conditions, and offered
the possibility to learn sing language and
Makaton as well, which I learnt in order to
improve communication.

4 Be able to promote communication

between individuals and others

4.1 How to support the individual to develop

communication methods that will help them to
understand others and be understood by them
It is important that I am aware of the individual’s
preferred method of communication and also to
support them to use their preferred method.
Refer to 3.2 as well.

4.2 How do you provide opportunities for the

individual to communicate with others
In my work setting, we provide communal areas
where the residents can interact with others.
There is a cinema room, a library and the dining
room where all chairs are arranged in a circle so
no one would feel excluded. We also provide
activities like watching a film at the cinema,
walks in the park, we take them shopping and
we also encourage them to socialize in other
types of environments as well.
4.3 How do you support others to understand
and interpret the individual’s communication
Every service user has their preferred method of
communication written in their care plan, as well
as their wishes and preferences. I encourage
everyone I work with to read the care plans
allocated to the service users to gain more
insight and more detailed information about the
service users.
4.4 How to support others to be understood by
the individual by use of agreed communication
methods
Refer to 3.2

5 Know how to support the use of

communication technology and aids

5.1 Identify specialist services relating to

communication technology and aids
Specialist services that relate to communication
and technology aids are telecare organizations
such as RNIB, action hearing loss (formerly
RNID) sense, I also use communication aids
such as DVD, audio, braille, Makaton , PECS
books, written communication, non verbal
communication such as body language and eye
contact.
5.2 Describe types of support that an individual
may need in order to use communication
technology and aids
An individual can be supported to communicate
through technology aids such as computers,
software, touch screen devices, hearing aids,
spectacles or picture charts. We always
communicate with families to help support
service users to communicate by getting
information about the type of communication
problem the individual has and trying to find the
appropriate solution with the help of other
professionals. Training courses are provided and
can be assessed and funded by the local
authority.
5.3 Explain the importance of ensuring that
communication equipment is correctly set up and
working properly
It is important to check that all equipment is
working properly to ensure that the individual
can communicate effectively. I always follow the
manufacturer’s instructions and check that the
equipment is working properly. It is important to
report any faults because if a fault goes
unreported communication can breakdown
between the individual and the people around
them, which will result in the individual feeling
isolated, frustrated and alone. It is not only
communication that can breakdown but also
trust that has been built up between the
individual and I . When an individual is being
prevented from communicating it can be like
taking their lifeline away from them because
without communication they can’t
express themselves, which could result in ill
health, depression or self-neglect . If there has
been a fault with a communication device and it
has been sent away to be repaired I would try a
temporary communication solution such as hand
gestures, body language, writing on paper, books
or simple yes and no if appropriate.
6 Be able to review an individual’s
communication needs and the suport
provided to address them

6.1 How to collect information about an

individual’s communication and the support
provided
Refer to 3.2
6.2 How to contribute to evaluating the
effectiveness of agreed methods of
communication and support provided
Refer to 3.2
6.3 How to work with others to identify ways to
support the continued development of
communication
Refer to 3.2