1. Preparing to work in health and Social Care
Principles of communication in adult social care settings
201

2. Objectives By 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 .
25/04/2017

3. Communication is…
The act of transmitting information to others, either intentionally or unintentionally
Content 7 %
Voice 38%
Body Language 55%

4. Why do we communicate?
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5. 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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6. Methods of Communication
Think about how we might communicate in the Health and Social Care Sector

7. Verbally
Written
Body language
Facial expressions
Pictures
Photos
Drawings
PECS
MAKITON

8. Non verbal Communication
“we speak with our vocal organs, but we converse with our whole body”
(Abercrombie 1968)

9. 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

10. “the reason we have two ears and only one mouth is that we may listen more and talk less”
Nelson Jones (1986)

11. Active Listening Skills
5 ways of responding:
Minimal prompts
Paraphrasing
Reflection of feelings
Open Questions
Clarifying
Summarising

12. Verbal communication Tone/Pitch Informal/Formal Negotiation Language
Paraphrasing
Dialect
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13. Barriers to communication activity
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14. Communication and background
Religion
Race
Gender
Interests
Hobbies
Upbringing
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15. Discuss
How does good communication make good relationships and who do we need to make them with?
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16. 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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17. Reactions to communication
Why?
How?
When?
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18. 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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19. 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

20. 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. 
25/04/2017

21. Keeping records safe Lock and key Key pads Limited key holders
Keeping records safe and secure
Not taking them out of the environment

22. What services/sources support effective communication?
Internet
Interpreters
Citizens advice
Family members
Computer systems
Pictures
Adult services
25/04/2017

23. Objectives By 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 .
25/04/2017