Unit 2; Communication in Care Settings Factors that inhibited effective interactions between sender and receiver or care worker and service user = AO1 Section C

Assessment Criteria AO1/C Mark Band 3 - AO1 Section C Candidates will show a high level of understanding of how communications can be inhibited by inappropriate or poor communication – examples will be given. Mark Band 3 – general Evidence of synthesis (between factor and effect on interaction and/or individuals involved linking to the care values where possible) Originality of contents ie. Own ideas/examples

How can these be fostered? The Care Values Promoting equality and diversity Maintaining confidentiality Promoting individual rights and beliefs How can these be fostered?

How can equality and diversity be promoted ? Treating people equally does not mean treating everyone in the same way. It means treating service users in a way that gives them equal access to their needs, for example services and communication. Care workers need to make sure that their own attitudes, opinions and beliefs are not reflected in their communication with individuals who use services.

Ways to communicate that do not discriminate against individuals using services Make sure there is full inclusion for all. Challenge discriminatory behaviour. Do not stereotype. Use a multi cultural approach. Celebrate diversity. Are aware of religions, views, and spirituality. Accept dialects – variations in language. Give individual help and assistance.

Maintaining confidentiality This means that personal and private information must be kept safely and not shared with others except on a need to know basis. Information given to a care worker should not be disclosed without the individual’s permission. Maintaining confidentiality is a very important aspect of building trust between an individual and a care worker.

How can rights and beliefs be promoted? People have the right to make choices: that is to make their own decisions eg to have treatment that is recommended, to have the food that is suggested. They have the right to be consulted. They have the right to effective communication, that is to have things explained in a way that they understand. They have the right to be listened to. They have the right to complain.

Communication Cycle Sender Receiver Environmental factors Meeting individuals needs Ineffective interactions Inappropriate use of skills Sender Receiver

Environmental Factors Noise – Background or sudden, external sounds Heat – not too hot or too cold to promote concentration and prevent loss of interest. Lighting – interrogation bright light or too dull and intimate! Space – too small room or large open area, lots of windows, individuals not too close or far away- enable eye contact. Interruptions – other people coming in the room or the interaction Room set up; positioning of sender and/or receiver, seating etc individuals not too close or far away- enables eye contact.

Inappropriate use of skills Not active listening – eg. Yawning, checking watch, gazing out window etc Emotional leakage – verbal and non-verbal messages do not match, true feelings show over professionalism Too many open/closed questions – like interrogation or not allowing for opinion Aggressive or intimidating body language, leaning over someone or looking down on them Turn taking – no silences to think or time to respond Patronising tone, pace too fast or slow Lack of empathy or support

Meeting Needs of individuals Special Needs – specialised communication not used eg. Braille/hearing aid, face the individual to enable lip reading, speak clearly and not too fast Cultural Differences – HSBC advert, something’s can be offensive http://www.youtube.com/watch?v=ALWwK7Vz4gY Appropriate language – formal, informal, street language, foreign language etc Not empathising – not reassuring, giving extra time, comforting distressed individual Poor previous experience – stereotyping Misunderstandings – no clarifying, misinterpretations, confusion etc.

Issues for the sender and receiver Hungry, thirsty, in need of the toilet etc Distressed, upset, anxious etc Nervous or shy, low self esteem Tired or bored Mind elsewhere, poor concentration Pain or injured, agitated or tense Depressed, withdrawn Crossing of boundaries of comfort Intimidated, unconfident etc

Videos http://www.youtube.com/watch?v=zO5wVZUWkts Nurses video http://www.youtube.com/watch?v=N5hjHBtO-yY Panorama – care home http://www.youtube.com/watch?v=fdpDoy9qYpE Nursing the nation

To summarise…. Mark Band 3 - AO1 Section C Candidates will show a high level of understanding of how communications can be inhibited by inappropriate or poor communication – examples will be given. Make sure examples are in care settings and clearly show how they affect and inhibit the flow or accuracy and comfort of both sender and receiver in the interaction

Try your best in first hand-in Mark Band 3 – general Evidence of synthesis (between factor, an effect on interaction and/or individuals involved) Use words like self esteem, confidence, intimidating to show how the sender or receiver feels possibly in the short and long term following inhibiting factor. Relate this, where possible to the three care values. Originality of contents Use only our own ideas and care examples to show your understanding. This takes time so allow yourself time and don’t leave course work until the last minute

Factors that inhibit communication Analyse scenarios/examples to identify factors that inhibit or promote effective communication.