People communicate for all types of different reasons, we communicate to express a need or desire, to share ideas and information, to reassure, to express feelings, socialise, to share an experience, all essential for building and maintaining relationships. 1. 2 Communication in the workplace is an essential tool we use to meet the needs of individuals with ABI/LD, great communication skills are integral to the role of a support worker. Support workers need to form trust worthy relationships with family members and the staff team, this maintains the high standards of support/care we provide, delivering a continuity of care.

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This level of trust ensures any health and safety or safeguarding issues are flagged and reported. As a support worker I must ensure I communicate effectively with service users giving them informed choices whilst making sure they have been given enough time to consider the options and choices available to them. 2. 1 In my role, communication is the key to establishing a relationship with my service users and understanding the needs and desires, I need to communicate clearly and slowly, using positive body language and gestures.

2. 2 Listening is also an important factor being able to understand and be understood is vital when communicating in the workplace. This ensures that the common goals are met and confusion that could trigger challenging behaviour is eradicated. 2. 3 There are many different ways to communicate directly, talking, sign language, pictures and body language service users with ABI’s need to have choices displayed in front of them so they can fully comprehend the decisions they are going to make. 2. 4

When responding to any service user, as support workers we must show genuine interest in the subject matter that is being discussed, elaborating on the information being given to us by asking questions to stimulate the service user to build on and branch out their communication skills. 3. 1 We all come from different walks of life and when it comes to communicating this can be affected, communicating would be difficult if I had a service user that had a different native language than I, or even two individuals speaking the same language that come from different parts of the country, accents, regional slang can affect communication.

All those factors can be overcome by respecting the diversity of individuals. 3. 2 We have established during communication barriers can become apparent this could be that a service user my suffer from Language barriers, Deafness, slow cognitive processing, partial sighted or Blindness 3. 3 Communication barriers can be overcome by understanding individuals aliments towards communication, putting effective action plans in place so service users can use these methods in all aspects of their life to have a voice and be heard.

3. 4 A plan that could be used to clarify a misunderstanding would be if a service user could not understand ones line of questioning, pictures could be used to combat this if the misunderstanding was still apparent after using this method one could resort to writing down the question and asking it slowly and clearly so that all parties understand what is being asked or requested. 3. 5 Individuals have a number of different ways to access services to help progress with a communication barrier.

Service users with ABI’s sometimes attend SALT (speech and language therapy) sessions this help with cognitive processing and word finding. 4. 1 Confidentiality means that a company has to keep information private unless a individual is at risk to themselves or others or unless ordered to by the law, for example the police can request access to a service users records in the public’s interest to preventing or prosecute a crime, this outweighs the individual’s right to confidentiality or where someone is at risk of death or serious harm.

You may share information with other members of staff only if the information is necessary for the individuals support. 4. 2 Confidentiality is maintained on a day to day basis by only disclosing information on a need to know basis. All paperwork on service user’s are stored in locked cabinets and should be out of view to anyone not permitted to see the information 4. 3 Confidentiality and disclosure is a legal requirement. While confidentiality is highly regarded, disclosures of certain information are vital.

As a support worker, before you pass on any information about any service user to other people, you must seek consent from the service user. However, there are exceptions to that rule, the information can be passed on when others have a right and a need to that information. For example of those who may have the right of service user’s information without recourse to them are: • Managers: they may to need to make/ take decisions for the wellbeing of the service user.

• Other care workers: they may need to have certain information concerning the service user in order for them to perform their duty of care to the service user, examples’ of this is during handing over at the end and start of a shift, it is mandatory for the handing over staff to disclose events of the day concerning service users to those staff taking over duty. • Other professionals: They may need to be kept up to date with information concerning the service user. However, when information is passed to other professionals, it is with the understanding that confidentiality will be preserved.

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