By the end of this chapter you will: 1 Be able to address the range of communication requirements in your own role 2 Be able to improve communication systems and practices that support positive outcomes for individuals Be able to improve communication systems to support pa readership working 4 Be able to use systems for effective information management Be able to address the 1. 1 range of communication requirements in your own role What you say, how you say it and how you behave communicates messages.Knowing how to encode and decode messages, and having a sound understanding of the appropriate communication channels available to you, is an essential skill for all professionals in the social care sector. 1. 1.

1 Review the range of groups and individuals whose communication needs must be addressed in their win job role For example, a manager may pass on information about amendments to the organization’s policies, by providing their team with a verbal briefing of the main alterations that require implementation.However, if they were to send the same information to the people who receive support from the organization, they may consider different channels such as a newsletter and different ways of encoding the information so that it will be understood by the intended audience. The newsletter could be produced in an assets-read format, using plain English (without jargon) and visualization methods such as rapist and pictorial representation.

As a social care professional, you are required to communicate with both individuals and groups of people, whether they are the people you manage directly, senior managers, external agencies, the people your organization supports or their families. You will do this through several methods including face-to-face meetings, training, consultation, undertaking assessments and planning, writing and delivering reports and neeјirking. You will need a range of communication skills that enable you successfully to: listen disseminate information deliver information provide and receive feedback 1.

Ideas occur use questioning to clarify 6. Message understood 2. Message is coded take written notes formulate responses 5. Message decoded 3. Message is sent negotiate, debate, compromise make decisions. 4. Message received Figure 1.

1 Argyles communication cycle clarifies the six stages of information sharing 2 Diploma in Leadership in Health and Social Care I alit Activity When working with groups, you should consider the dynamics of group communication. Being more aware of how groups respond in certain situations will enable you to manage any barriers that arise. Research a group dynamic theory, for example the theory developed by R. F. Bales and Harvard University Social Relations Laboratory. 2.

Consider the dynamics furor team. Observe the communication strategies put into practice during a team meeting. Bevel 5 1. 1. 2 Explain how to support effective communication within your own job role The interactions you have with the people you support are highly dependent on your choice of communication method. People have a variety of support needs and communicate using a number of techniques, and their individuality and diverse backgrounds will also impact on owe they choose to communicate.You must be aware of how you interact with the people you are supporting, and ensure that they have the necessary tools to interact with you.

Standards and service-wide performance targets, then you will frequently gather data to communicate back to these external agencies. If you are responsible for communicating a change in organizational policy to a large team, you will need to consider the most effective way to do this, for example via email or a team training session. Alyssa 1 .Think about the partnerships you work with. What are their different communication requirements? You should ensure that your team has the skills to support people’s communication needs.

They will need to understand verbal and non-verbal communication skills and, where appropriate, receive specialist training in specific models of communication, such as Megaton. Each person you support should have an assessment and a communication plan in place that details how they choose to communicate and make decisions.Depending on the level of support somebody needs, the communication plan will be developed and monitored in partnership with other agencies and professionals, including psychologists, beech and language therapists and advocates.

Service users need to be able to provide feedback and reviews of the support and services that they purchase, they need to be involved in consultations about changes to services, and have the communication skills necessary to be able to report complaints and abuse. If you are supporting someone within a holistic service delivery model then you need to be able to communicate effectively with a range of other external agencies. For example, if you are responsible for providing and monitoring information for national Figure 1. 2 You need to ensure that your mea has the appropriate skills to support individuals’ communication needs Chapter 1 | Use and develop systems that promote communication 3 1.

1. 3 and 1. 1.

4 Analyses the barriers and challenges to communication within your own job role and implement a strategy to overcome them Table 1. Lists a number of different barriers to effective communication and the potential causes. Some styles of communication may not be appropriate to some people because of their cultural differences. For example, they may have communication barriers that are related to their gender, their beliefs or their first language. 1. For each of the communication barriers listed in Table 1. 1, provide examples of how you would work to overcome them within your own job role.

Table 1. Barriers to communication Barrier 4 Description Behavior This may be the effect of symptoms people are feeling, or because they are unhappy or distressed, Or unable to express in any other way that they need support. Health issues If people become unwell, lose or gain weight rapidly, appear anxious and have trouble sleeping then these may be signs that they need support. Language English will not be the first language of some set-vice users and their families, ND they may lack confidence using English, especially when speaking and writing.Cultural Cultural differences may include using words in different contexts, as well as speaking with different intonation and tones.

Values and belief People’s values and belief systems may impact on the methods they use to communicate. For example, how they receive and interpret a message may be different to its original purpose based on their own beliefs. Disability Communication may be impaired by sensory loss and physical disability. Environmental Noisy places mean it is difficult for people to be heard, and can be distracting.If the lighting is poor then it will be difficult for people to read or see signs. Personality Extroverts will be more confident communicators and may speak before they have digested the information.

Introverts are more reserved and shy, preferring to listen and take time to consider a response. Time Hurried communication can mean context is lost and people do not have time to understand the information and formulate responses. Use and abuse of power People may feel that they are expected to communicate in certain ways due to the powerful influence of others.Sass motions and stereotypes If someone has a particular preconceived idea about another person then they may make assumptions about that person’s communication abilities and skills. Anxiety and depression Personal and health issues can affect communication. For example, if someone is under stress, they may communicate in an aggressive and impatient manner rather than being calm and logical in their approach. Self-esteem and Selfridges of others People who have low self-esteem and poor self-image may find it hard to communicate, perhaps due to low confidence.

Diploma in Leadership in Health and Social Care I Level 5 1. 1. 5 Use different means f communication to meet different needs Slang refers to informal words, such as ‘grub’ instead of ‘food’. In your role, you will use verbal and non-verbal means of communication. Non-verbal means including the use of sign and pictorial methods as well as written forms of communication. Jargon refers to terminology used in a particular profession that may not mean anything to someone outside of that profession.

Table 1. Lists some DOS and Don’t when communicating verbally. Abbreviations are shortened words and are very common in social care such as ‘meds’ for medication. Table 1.

2 Think about the following when immunization verbally DON’T DO cover your mouth when speaking, as some people will be lip-reading to support their understanding speak clearly and slowly use inappropriate language be culturally sensitive and conscious of diversity use offensive use intonation, tone and volume to add expression to your voice and communicate clear messages.Use Paraguayan. Key Terms Paraguayan communicates nonverbal elements of speech, for example intonation, pitch and speed, hesitation noises, facial expression and gesture. Acronyms are words formed from the initial letters of other words, and used for quick reference. Use overly employ language ensure the words you use make sense and are meaningful to the person/ people you are giving the message to use jargon and slang be mindful of abbreviations and acronyms ref 1 .

Consider how frequently you use slang, jargon and abbreviations in your work.