2. An additional Barrier can be… Listening Skills Can be external or internal; External Internal include a variety of conditions or reactions within the speaker or listener Mr JOO/10/2011

3. Have you understood the Barriers to communication? Mr JOO/10/2011 How can we overcome them?

4. REVIEW: WHAT ARE THE BARRIERS THAT CAN INHIBIT ORAL COMMUNICATION? Mr JOO/10/2011 *Hint* There are 9 of them.

5. Barriers that can inhibit oral communication Distress– verbal and non-verbal messages do not match true feelings Patronising tone, pace too fast or slow Invasion of personal space not paying attention Negative Attitude- aggressive attitude, rude, digs or mean comments

6. Barriers that can inhibit oral communication Tiredness– eg. Yawning, checking watch, gazing out window etc Offloading experience– like interrogation or not allowing for opinion (open vs. closed questions) Aggressive or intimidating body language- hunched shoulders, clenched fists, side or back towards speaker, Inappropriate use of language- foul language, jargon/slang Boredom/Lack of empathy – not paying attention, asking to repeat, not caring or responding appropriately

7. Identify potential barriers to effective communication and suggest examples of how they may be overcome. You need to produce a poster with the following: - Identify all 9 barriers to communication - Explain all 9 barriers of your chosen barriers and why you think they are barriers. - Give an example for each barrier using a health and social care setting and 2 ways you can overcome this barrier - REMEMBER TO MAKE IT RELEVANT TO A HEALTH AND SOCIAL CARE SETTING

8. Meeting Needs of individuals Special Needs – specialised communication not used eg. Braille Cultural Differences – HSBC advert, something’s can be offensive Misunderstandings – no clarifying, misinterpretations, confusion etc. Appropriate language – formal, informal, street language, foreign language etc Not empathising – not reassuring, giving extra time, comforting distressed individual Poor previous experience - stereotyping

9. STEREOTYPING, LABELLING & LACK OF RESPECT STEREOTYPING- Making judgements and assumptions about groups of people by saying they have the same traits rather than being looked on as individuals Ex: all Chinese are good at math LABELLING- Not Recognizing People as individuals- not valuing difference, putting people into groups. Ex: The homeless LACK OF RESPECT-respecting service users for who they are, not what they think they should be. Ex: calling the service user ‘love’ or ‘dear’

10. VIDEO Create a Chart in your notebooks. Take notes down on the 3 topics from the video. You will use these to help spark ideas for examples in the health and social care system when you do your final assignment for A01 D

11. Stereotyping Labeling Lack of Respect Effects on Service Users Ex:….. LIST 3 HEALTH AND SOCIAL CARE EXAMPLES FOR EACH OF THE 4 TOPICS How Care workers attitudes can affect quality of oral communication

13. How can Culture and Belief affect Oral communication?

14. In your Groups read your case studies: 1 person must be the reader 1 person must be the scribe 1 or 2 people must be the presenters You have 15 minutes to read your case study, discuss it amongst yourselves and prepare to summarize your story with the rest of the class

15. How can Culture and Belief affect Oral communication?

16. Strategies for Working With Patients In Cross-Cultural Settings Learn about the cultural traditions of the patients you care for. Pay close attention to body language, lack of response, or expressions of anxiety that may signal that the patient or family is in conflict but perhaps hesitant to tell you. Ask the patient and family open-ended questions to gain more information about their assumptions and expectations. Remain nonjudgmental when given information that reflects values that differ from yours. Follow the advice given by patients about appropriate ways to facilitate communication within families and between families and other health care providers.

18. What is empowerment? Watch this video. TAKE NOTES DOWN ON THE FOLLOWING QUESTIONS TO HELP YOU WRITE YOUR OWN ANSWER FOR YOUR BOOKLET What incidents occur in this video? How do the care users feel? How or what can the service providers do to make their patients feel empowered? https://www.youtube.com/watch?v=9FrkHK0QMew

19. empowerment To empower a care user you need to: Have respect for their culture and beliefs Maintain confidentiality Respect their rights Allow a child to express their opinions