NAME - JULIET IFEYINWA NZEBEBE

UNIT 1 - PROMOTE COMMUNICATION IN CARE SETTLINGS

UNIT REF - T/616/4049

1. UNDERSTAND WHY EFFECTIVE COMMUNICATION IS IMPORTANT IN

THE WORK SETTING.
1.1 IDENTIFY THE DIFFERENT REASONS PEOPLE COMMUNICATE
Reasons why people communicate are:-
a. People communicate to socialize and make new friends.
b. People communicate to present information in a work environment.
c. To understand and be understood
d. To give encouragement and show others that they are valued.
e. To give and receive information and instruction
1.2 EXPLAIN HOW COMMUNICATES AFFECTS RELATIONSHIP IN
WORK SETTING
How to communicate affects relationships in work setting are:-
Relationship in work setting affects the building of trust and understanding between people
makes it easier to get thing done.
Communication can affects relationship in work setting either Good or Bad communication.
Good Communication:
 Understanding individuals need.
 Effective team working
 Builds trust.
Bad Communication:
 Misunderstand individuals need
 Ineffective team working.
 Confusion.
 Mistrust.
1.3 EXPLAIN WAYS TO MANAGE CHALLENGING SITUATION.
Challenging situations can occur in care settings when emotions run high. Staff may be
stressed due to overwork or personal issues and being diagnosed with a physical or mental
disability can be traumatic for individuals receiving one.
In addition, an individual’s family may have strong feelings of worry or guilt.
When you are confronted with challenging situations, it is essential to remain calm and talk to
the individual to reassure them that you are there to help. Show empathy and compassion and
be non-judgmental. Take care to ensure that your facial expression and body language convey
the same message as your words.
You should listen to what the individual says and take what they say seriously. You do not
have to agree but you should try to understand their point of view. Remain positive and
communicate with them to establish what their immediate and long-term needs are.
Challenging situations should be recorded and you should report them to your manager.
2. BE ABLE TO MEET THE COMMUNICATION AND LANGUAGE NEEDS,
WISHES AND PREFERENCES OF INDIVIDUALS.
2.1. DEMONSTRATE HOW TO ESTABLISH THE COMMUNICATION AND
THE LANGUAGE NEEDS, WISHES AND PREFERENCES OF INDIVIDUALS IN
ORDER TO MAXIMISE THE QUALITY OF THE INTERACTION. “please refer to
competence record”.
2.2. DESCRIBE THE FACTORS TO CONSIDER BEFORE PROMOTING
EFFECTIVE COMMUNICATIONS.
Factors to consider before promoting effective communication are:-
a. Get the other person’s attention before you begin communicating with key.
b. Communicate clearly and directly so that you get your message across.
c. It is important that the information is recorded, as it may be called upon for
legal reason. All communication are confidential and on a need to two basis.
2.3. DEMONSTRATE A RANGE OF COMMUNICATION METHODS AND
STYLES TO MEET INDIVIDUAL NEEDS. “please refer to competence record”.
2.4 DEMONSTRATE HOW TO RESPOND TO AN INDIVIDUAL’S REACATIONS
WHEN COMMUNICATING. “please refer to competence record”.
3. BE ABLE TO OVERCOME BARRIERS TO COMMUNICATION.
3.1 EXPLAIN HOW PEOPLE FROM DIFFERENT BACKGROUND MAY USE
AND/OR INTERPRET.
COMMUNICATION METHODS IN DIFFERENT WAYS.
How people from different background may use and/or interpret communication methods
are:-
a. Observation should be able to establish;
 Which language is being used.
 If a person experiences any hearing or visual impairment.
 If they have any physical illness or disability.
b. asking colleagues who have worked with the person before and are likely to have
some background information and advice.
c. Reading previous case notes or case histories.
d. Talking to the person’s family or friends. They are likely to have a great deal of
information
3.2 Identify barriers to effective communication:
a. Physiological Barriers like – ill health, poor eyesight, hearing difficulties or pain.
b. Physical Barriers: This has to do with poor or outdated equipment used during
communication, back ground noise pro-lighting temperature that are too hot or cold
c. Language – people speaking different language.
d. Dialect = different styles of speech upset that they are unable to communicate.

3.3 DEMONSTRATE WAYS TO OVERCOME BARRIER COMMUNICATION.

“please refer to competence record”.
3.4 DEMONSTRATE HOW TO USE STRATEGIES THAT CAN BE USED TO
CLARIFY MISUNDERSTANDINGS. “please refer to competence record”.
3.5 EXPLAIN HOW TO USE COMMUNICATION SKILLS TO MANAGE
COMPLEX, SENSITIVE ABUSIVE OR CHALLENGING SITUATION AND
BEHAVIOURS.
Using communication skills to manage complex sensitive, abusive or challenging situation
and behavior.
There are many be times when you need to utilize your communication skills to manage
challenging situation for example, if someone discloses to you that they have suffered abuse,
a services user has had a bereavement or a family member of a services users is very angry
about the way their love one being are for. In this situation, it is essential to remain calm and
keep your voice at a normal level and tone.
Appearing panicked angry or upset can escape the situation. First step is to support the
individual to get a baseline where effective communication can begin if the individual is
angry this many mean inviting them to sit down in a private area to discuss the matters.
If they are upset you may need to just listen to them compassionately.
If they are disclosing abuse, you should be sensitive and reassures them that you will do
everything you can to protect them.
Listening intently and taking what they are saying seriously and compassionately will be key
skills.
3.6 EXPLAIN HOW TO ACCESS EXTRA SUPPORT OR SERVICES TO
ENABLE INDIVIDUALS TO COMMUNICATE EFFECTIVELY.
You may need to access additional support or services to enable individuals to communicate
effectively.
For example, if an individual’s first language is not English, you may need to book the
services of an interpreter.
You may need enlist the help of specialists such as occupational therapists that can help with
an individual’s communicate. These may be accessed via an in house clinical team or via
referral from local authority.
You can learn about an individual’s communication needs and preferences from individual
themselves, their friends and family, your colleagues or their care plan.
Your manager will also be a great source of support if you are unsure about what to do.
3.7 EXPLAIN THE PURPOSES AND PRINCIPLES OF INDEPENDENT
ADVOCACY.
Independent advocacy is a service that helps individuals to speak up for themselves. An
Advocate will speak to the individual to get an understanding of their needs and preferences
and then speak up for them in meeting, if they feel assumptions or decisions are going against
what the individuals want. They will always have the best interests of the individual in mind
and should not have a conflicting role that could bias their options.
For example: a representative from the care company that a individual in receiving care from
would not be considered independent because operational responsibilities would be a conflict
of interest.
3.8 EXPLAIN WHEN TO INVOLVE AN ADVOCATE AND HOW TO ACCESS
ADVOCACY SERVICES.
An Independent advocate should be used if the wishes and needs of an individual are unclear
the individual has difficulty expressing their needs and wishes or the individual (or their
family) request an advocate. Advocacy services can be accessed from several sources. The
local authority will assign and pay for an advocate when they feel it is necessary. Similarly,
they may used if an individual is detained under the Mental Health Act or if a health
professional deems that one is required. They may also be able to signpost you to advocacy
agencies or they can be located by performing a search on the internet.
4. BE ABLE TO APPLY PRINCIPLES AND PRACTICES RELATING TO
CONFIDENTIALITY.
4.1 EXPLAIN THE MEANING OF CONFIDENTIALITY
Confidentiality is the responsibility to ensure that sensitive or personal information is only
accessible by people that are authorized. When we entrust our personal information to others,
we expect that it will be kept safe and secure. As care workers we have access to a lot of the
personal informations of the people that we support and we have a legal and professional
duty to ensure that it is protected. There are legal requirements under the Data Protection Act
1998 to keep personal records confidential.
Confidentiality as an important right for everyone because:
 People may not trust a support worker who does not keep information confidential.
 People may not feel valued or able to keep their safe-esteem if their private details are
shared with others.
 People’s safety may be put at risk if details of their property and habits are shared
publicly.

4.2 DEMONSTRATE WAYS TO MAINTAIN AND PROMOTE

CONFIDENTIALITY IN DAY-TO-DAY COMMUNICATION.
4.3 DESCRIBE THE POTENTIAL TENSION BETWEEN MAINTAINING AND
INDIVIDUAL CONFIDENTIALITY AND DISCLOSING CONCERNS.
Confidentiality often has to be kept within boundaries, and the right of other have to be
balanced with the person’s right.
For example; a support worker may have to tell their manager something learned in
confidence, or may have to seek medical assistance for someone.
Some situation may mean that you have to pass on information because keeping it to yourself
could result in harm to the person you are supporting to someone else or to you.
All of the situation in Table 3 involve only sharing information with a manager in order to
decide what actions to take. You must not share information any further without consultation
with serious colleagues.
You cannot decide to pass on confidential information simply because you think that your
employee 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 well-being of the person you are supporting is always the decision factor.