Preparing to work in health and Social Care

Principles of communication in adult social care settings

201

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 .

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Communication is…• The act of transmitting information to

others, either intentionally or unintentionally

• Content 7 %

• Voice 38%

• Body Language 55%

Why do we communicate?

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Why do we communicate?

• To have our needs met

• To show emotion

• To fulfil expectations

• To share information

• To interact

• To be social

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Methods of Communication

• Think about how we might communicate in the Health and Social Care Sector

Verbally

Written

Email

Body language

Facial expressions

Pictures

Photos

Drawings

PECS

MAKITON

Non verbal Communication

Good vs. Bad NVC

• Good• Sit squarely• Open posture• Lean forwards• Eye contact• Respond

• Bad• Distance / leaning

away• Crossed arms / legs• Too much nodding /

smiling etc• Minimum eye contact• Fiddling & Gestures

• “the reason we have two ears and only one mouth is that we may listen more and talk less”

Nelson Jones (1986)

Active Listening Skills

5 ways of responding:• Minimal prompts

• Paraphrasing

• Reflection of feelings

• Open Questions

• Clarifying

• Summarising

Verbal communication

• Tone/Pitch

• Informal/Formal

• Negotiation

• Language

• Paraphrasing

• Dialect

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Barriers to communication

activity

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Communication and background

• Religion

• Race

• Gender

• Interests

• Hobbies

• Upbringing

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Discuss

• How does good communication make good

relationships and who do we need to make them with?

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Why do we record information about people

To learn how to support people better.

To comply with legal requirements.

To be accountable for and transparent about what we are doing.

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Reactions to communication

• Why?

• How?

• When?

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Accessing information on communication needs• Ask clients

• Look in care plans, communication passports

• Ask family and friends (remembering confidentiality)

• Ask manager/other carers

• Use the internet

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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

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. 

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Keeping records safe

• Lock and key

• Key pads

• Limited key holders

• Keeping records safe and secure

• Not taking them out of the environment

What services/sources support effective communication?

• Internet• Interpreters• Citizens advice• Family members• Computer systems• Pictures• Adult services

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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 .

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