HSC Diploma and Apprenticeships

Principles of communication in adult social care settings

301

1August 2012

ObjectivesBy the end of the session you will be able to: Understand the concepts of verbal and

non verbal communication.

Understand barriers to communication and how to overcome these.

Understand the concept of confidentiality and the appropriateness of sharing information .

2August 2012

Communication is…• The act of transmitting information to

others, either intentionally or unintentionally

• Content 7 %

• Voice 38%

• Body Language 55%

3August 2012

Why do we communicate?

4August 2012

Why do we communicate?

• To have our needs met

• To show emotion

• To fulfil expectations

• To share information

• To interact

• To be social

5August 2012

Effective communication in relationships

• Consider; – Environment– Audience– Topic– Method of communication– Who else could be involved?

August 2012 6

Accessing information on communication needs.

Professionals

Communication passports

Care plans

Expertise

Chronology

Clients

Observation

Care plans

History/Background/feedback

Preferences

August 2012 7

Verbal Non-verbal communication

August 2012 8

What is.......?

August 2012 9

Verbal Non-verbal communication

• Slow clear speech

• Different vocabulary

• Use of pitch

• Tone and volume

• Positioning so clearly seen and heard

• British sign language/ Makaton

• Writing

• Braille

• Pictures and symbols (PECS)

• Technological aids

• Interpreters, translators

• Eye contact

• Physical gestures

• Touch

Responding to communication

• Why is this important?

August 2012 10

Responding to communication

• Helps to identify barriers to communication and how best to overcome them

• Ensuring information has been passed correctly and is understood. This can enable choice, involvement and accuracy.

• Responses can indicate the emotional state of the individual and allow appropriate support

August 2012 11

What is the barrier How would you overcome it? Give two methods

12August 2012

Barriers to communication

Communication and background

Factor Describe the effect this could have on how individuals communicate

Religion

Race

Gender

Interests

Hobbies

Upbringing

13August 2012

Misunderstanding in communication

August 2012 14

Misunderstanding Give a work place example

What was it about and whom was it with

What did you say?

How was your body language?

Did you get any help with anyone else in managing the

conflict?How did it turn out?

What is confidentiality

August 2012 15

Confidentiality• Based on privacy and respect

• No act of parliament- but many organisations will have a confidentiality policy.

• Disclosing confidential information requires consent- depending on mental capacity

• Risk dependant

16August 2012

How do we maintain confidentiality?

August 2012 17

How do we maintain confidentiality?• Completing records in privacy

• Storing records appropriately

• Not talking about work issues outside the work environment

• Sharing information only on a need to know basis

• Using initials in documents likely to be shared with others

August 2012 18

When might we have to share confidential information?

August 2012 19

Sharing information and confidentiality

• There are exceptional circumstances in which information can be disclosed without consent.  In such cases the Data Protection Act should be observed and every effort made to ensure that details remain confidential and are known only to other persons as may be necessary. 

• These circumstances include:

• Required by any rule of law, or for the purpose of, or in connection with any legal proceedings or Court Order.

• Where there are risks to the vital interests of the person (for example, harm to the person or to another person).

• For the prevention, detection or prosecution of crime and the apprehension or prosecution of offenders.

• Where there are risks to the person’s health or the public’s health.

Where possible, you should try to advise the service user before the information is shared unless that would risk harm to another person or impede the investigation of serious crime. 

20August 2012

Tensions when sharing information

August 2012 21

NegativeLoss of trust

Power imbalance

Risk to health

Risk to well being

Disciplinary proceedings