I should also like you to keep a communication diary for one shift and using the following questions as guidance show how you have undertaken the different types of communication; Advising, Instructing, Welcoming, Assessing, Observing, Informing and Counselling.
I am a facilitator for Equal Lives and during one meeting a lady called Sarah asked for our number after the session as she was impressed with the introduction I did regarding Peace of Mind, our ethics and commitment to the Service Users we support.
1. Ask yourself in what context did the communication take place?
Christine and I visited Sarah and her mother Joyce to inform them of the services we provide, they were very welcoming and we observed Joyce to determine any physical barriers that may need attention. Although Joyce has slight hearing problems her communication was very good and she was able to discuss in detail the intended care plan and what she would like it to include.
2. What purpose did it have?
The purpose of the visit was to request more information on the services we provide, to complete a risk assessment, and to arrange a car plan that would suit Joyce's needs.
3. How successful was it? I would like you to then List the factors both internal and external that may have been the reasons for the blocks or barriers in communication
The visit was very successful and both Sarah and Joyce agreed that they wished for us to arrange a suitable starting date to begin the agreed care plan. Joyce and Sarah were given instructions on what to do in an emergency and all emergency contact numbers were provided, they were also given a Service User Handbook which informs them of everything they need to know about Peace of Mind and the services that we do and do not provide.
There were no communication blocks but we are aware that there may have been other factors that could have had influenced the way the meeting outcome.
I would like you to look at the different means of communication and explain how these are used to meet the differing needs of persons you come into contact with during the course of your job.
Communication is the way we express ourselves, control our lives, the choices we make, the way we interact with others, maintain independence where possible and express our feelings, intentions, emotions and thoughts.
Knowing how to communicate with Service Users in our care is essential to promote well-being and ensuring that the care we provide is tailored to the individuals needs.
Telecommunication: Body language is very revealing when working with vulnerable Service Users, it is often a good indicator on how the Service User feels about your visit and how their body language may express their true feeling, for example:
Rubbing hands: this may indicate anticipation.
Stroking the chin: may indicate the person is trying to make a decision.
Looking down, face turned away: this may indicate disbelief.
Written communication: This may include pictures or symbols to assist with communicating.
Verbal: This is communication using words to express yourself and to be able to have conversations, this is fine if the Service User has the ability to communicate without any other barriers.
Formal: These all include the policies, procedures, care standards that are necessary to ensure we are providing a regulated service within the official guidelines.
Organisational: These may include working with social workers, G.P's, paramedics, families that we communicate with to ensure that the best possible care is being provided to our Service Users.
Media: listening to others to determine the best course of action required to ensure the Service User has a clear understanding of your visit.
Non-verbal: Using facial expressions to express our feelings, these are often used without realising so it is important to ensure