Non verbal communication
Identify the different reasons people communicate. 1:2 Explain how communication affects relationship in the work setting. Communication can be delivered in many different forms. The main way to communicate is verbally. We do this continuously throughout the day, sometime without even thinking about it. The ability to communicate with people is a vital factor in working towards building relationships. When meeting a new client, I show them positive body language by smiling and saying “hello”.
This helps to start building a good relationship between myself and the service uses so that they feel confident and begin to trust me. We can express our feelings and needs through communication. We can do this verbally, adjusted our tone and volume to suit our mood and non-verbally by crossing our arms to show us in a defensive mood or by giving a hug to a person who is emotional. Working with adults who have autism they may have difficulty expressing themselves and may display an array of emotions not suited to there mood.
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Sometimes people not familiar with this behaviour don’t understand the emotion being displayed by the adult with autism, this may cause frustration, aggression, anxiety and withdrawal with the autistic adult as they are being misunderstood. It’s important to be patient, approachable, non-judgmental and a good listener. It is also good to recognising the different needs of young people. Communication is a way of exchanging information either verbally, in writing or non-verbally. In a work setting the information express may be about the service users, issues, situations or knowledge of the job.
Effective communication is essential. When giving instructions, they should be clear and on a level so the person receiving it can understand to avoid confusion. To inform clients about the activities available to them, I verbally tell them and also give them a leaflet this helps to reminds them of what is on offer and is sometimes easier to understand and it is there in black and white. Communication is particularly important in the work setting as it can affect the relationships we build. We need to build relationships with service users, parents and relevant authorities.
To do this successfully we have to ensure the relationship grows with the use of effective communication; we can do this by providing the necessary information needed. Communication has to be clear and concise, both verbal and written. Without these skills we cannot engage productively with individuals and there will be a breakdown in communication and relationship. The first time we meet clients it is important that we are friendly and welcoming. This is the start of the relationship and it is good to begin with firm foundations and that they get a positive feeling about us.
Daily conversations, asking “How are you” or “what did u do over the weekend” will slowly build up a rapport with the service user. Gradually the relationship will move on from that first friendly hello to deep conversations learning more about them. Team communication is important and essential to keep everyone in the group knowledgeable about what is going on within that group. Positive communication skills like listening, open-ended questions and calm tone of voice help bring people together.
Workplace relationships also become a lot stronger when people can clearly and effectively communicate what they need and allow others to do the same. Effective relationships in the work setting enables to you provide support to others and expect support from them in times of difficulties. This also means promoting a positive working environment where colleagues experience job satisfaction. Service users will also trust practitioners because information is regularly shared and concerns are addressed within an environment that encourages open communication.
People who work together as a team with a common aim will provide the best possible service for the service user. 2:2 Describe the factors to consider when promoting effective communication. You need to consider a number of factors when promoting effective communication. When using verbal communication you should make sure your tone and pitch of your voice suits the situation or topic that you are talking about. A louder, low tone and more direct communication maybe required when giving someone instructions.
However in a situation whereby a service user is upset a quieter and understanding tone may be used to reassure them. Use of language is important, when talking to service users with autism you need to keep things simpler and direct than if you were talking to an adult without autism. However if you’re talking to an adult using very simple instructions this may be deemed as patronising, so it is important to choose your language carefully. The speed in which you talk is also a key factor. When talking to service users. I tend to get down to their level if they are in a itting position and talk to them at a relatively slow but not patronising speed, this way they are more likely to understand me more than if I was walking round above them talking Facial and hand gestures again this needs to be tailored to the situation or topic. When welcoming someone you might smile, have open body language and maybe shake hands depending on the situation. Where by frowning and crossing arms when welcoming someone may give the impression that you don’t want to be there or are annoyed. Eye contact is an important factor as this engages the audience, keeping them focused on what you are discussing.
By making eye contact you are directing your conversation at that specific person, demonstrating that you are devoting your time and are not able to be distracted as if you would by looking around. Body language plays an important part, for example folded arms can indicate you are being defensive or not open to conversation. Personal space should be adjustable to each situation. Making sure you have enough space from the person you are communicating with so that you are both comfortable The environment that you are communicating in should be appropriate to suit the situation.
Loud music or busy places can make people lose concentration and it may make them look not interested in the conversation. This environment would not be suitable to have a personal conversation or a team meeting. Quite, calm and familiar places produce effective communication making people at ease and comfortable to chat. This helps make sharing and receiving information clear, precise and without distractions. 3:1 Explain how people from different backgrounds may use and/or interpret communication me 3:2 Identify barriers to effective communication methods in different ways.
Communication can be different when using it with other people from different backgrounds. Communication can be interpreted in different ways by different cultures, this is because they may not speak English, if from a different country, or they may not understand you. Different people from other backgrounds may use verbal communication to express what they think, however they could also use non-verbal communication to put their point across. Communication can be used in many ways by using different methods. Service users from different backgrounds can communicate by doing what they think is best, but may not be social excepable.
Service user could use rapid body movements and shout to express their needs or what they want to do in the workplace. Support workers may use gestures like a hand shake and body language to show the service user that they are always friendly and can be relied on. Different backgrounds of different people can cause misunderstandings when using communication. However, they will be able to interpret the communication they’re using by using hand gestures, facial expressions or maybe body language. We shouldn’t think that everyone has the same view point or style of communication there are factors that hinder communication.
Some cultures don’t use eye contact as we do and there approach is more formal. Family back ground can also play a large part in the way we communicate some children might use more than one language, others might have vibrant noisy homes while others have quiet homes this all affects children’s communication but later also affects the way that they communicate as adults. The personality and upbringing can also affect the way an individual communicates. For example, if a person is shy due to a unsteady upbringing, he/she may not speak clearly and may use a little bit of verbal communication and use more defensive body language.
There are many barriers to effective communication. Back ground can become a barrier for communication. We should find the best way to communicate with people from other backgrounds. You may need an interpreter or find other means of communicating with service user that do not speak English. Lack of literacy skills can stop people from using written communication. Service users might mite use sign language or help from flash cards. A service user that has a speech or hearing impairment or a learning disability that finds it hard to communicate through speech may get frustrated because they are not understood.
Their condition may stop them from communicating effectively and might need visual aids to help them communicate. We should listen to the whole conversation and give yourself time for respond. 3. 5 Explain how to assess extra support or services to enable individuals to communicate effectively When communicating with a service user is necessary to promoting that service users welfare, if their first language isn’t English to use an interpreter must be used. In cases an interpreter is not able to come maybe having family members or friend present can help communication.
Each local government body should provide Language Support Services, which will include British Sign Language interpreters, deaf blind interpreters, lip speakers/readers, and note takers. Speech and language services can be used. They can find ways to communicate with the service user and could give ideas for resources like makaton, picture exchange communication systems. National advocacy organisations may be able to assist and offer a independent and confidential services including advocacy to service who are in care.
The service provides service users with the opportunity to talk to an advocate to help them to make decisions. 4:1 Explain the meaning of the term confidentiality 4. 3 Describe the potential tension between maintaining an individual’s confidentiality and disclosing concerns Confidentiality means not sharing information about people without their knowledge and agreement, and ensuring that all information cannot be accessed or read by people who have no reason to see it. Confidentiality is important as service users may not trust a support worker who does not keep information confident.
This could affect their self-esteem if their private details are shared with others may make the service users feel devalued, as there personal issue will be someone else’s gossip. Service user’s safety may be put at risk if details of their property and habits are shared publicly. Polices should be in place, introduce to new staff and maintain within the company both with regard to the handling of private data relating to service users and to that relating to staff and ensure that all staff are aware of the policy.
All sensitive information relating to service users should be in a secure place where only care staff can access it. Confidential information which comes to your attention should be shared only on a need to know basis and not with any other persons other than care staff and the service user concerned, although an exception could be made in the case of an emergency where urgent care needs to be given requiring access to the information. You should assess whether you feel it correct to pass on information to a relevant person.
Thinking about what is the confidential information and the situation in which you received that information and what are the reasons why it must be kept confidential or effects of being disclosed. If possible can you use the company policies, procedures and your professional experience to find out how you’re expected to disclose confidential information and report concerns. All companies should have a designated person to deal with service users issues. If you have concerns that a service user is being abused it is our job to disclose this information to the designated person.
It is important to follow the right steps whilst reporting a case of abuse or a suspected case, we need to gather the correct information. This can be very hard to work out sometimes so having designated colleagues to discuss this with will help you come to a quick conclusion and more accurately. Service users should have a copy of the confidencality policy which states that information regarding every service user will be disclosed if it is deemed that any service user is in significant harm/danger.
This gives us the right to report any kind of abuse to the safeguarding board without the parents/carers permission. When a service user discloses information to you we should not promise to keep a secret because we will have to disclose the information given and this will make the service user think that they cannot trust that person anymore, they trusted you in the first place to disclose the information.