Understand why effective communication is important in the work setting
1. Identify the different reasons people communicate
Communication is more than just talking, it is how people respond to each other through touch, facial expression, body movements, telephone and in written communication. Communication is the basis of all relationships (personal or professional). As people communicate a relationship is formed. It is a two way process and you get to know the others through communicating and sharing information.
When I support someone I will talk to them, get to know them, I will build up a relationship. Professional relationships are built on respect, trust and good communication.
2. Explain how communication affects relationships in the work setting
As a support worker I need to form relationship with different people; service users, family and friends of service user, managers, colleagues. In the care home I work as a part of a team, I need to work alongside colleagues and share a workload. If there are good relationships work becomes easier, we will co-operate, work together effectively and trust each other. To build up an effective working relationship we need to respect and value everyone`s contribution.
Be able to meet the communication and language needs, wishes and preferences of individuals
1. Demonstrate how to establish the communication and language needs, wishes and preferences of individuals
Any relationship comes about through communication. As a support worker I need to know how to pick up messages that are communicated from others and be able to communicate effectively with others without always having to use words. When I meet and talk with people I usually use two language system, verbal and non-verbal communication. Specially when supporting people with learning disabilities effective communication requires the ability to understand my own and others non-verbal behaviour.
At Gresham House most of the service users have limited verbal communication. They and myself rely on body language and Makaton sign language. Our tone of voice, eye contact, posture, gestures and facial expressions can tell a lot without saying a word.
-JS takes a cup out of the cupboard or taps on the kettle is she wants a cup of tea
-JS takes an apron out of the drawer if she is hungry
-JS waves her hand towards a door and squawks if she wants to go out
- nail biting or picking means by a couple of them that they are anxious however they say they are fine
-BD and WD speak their “own” language, I needed to learn what they mean
2. Describe the factors to consider when promoting effective communication
Researches show that people pay more attention to facial expression and tone of voice than they do to spoken words.
Eyes –looking away is often interpreted as showing boredom or someone is not truthful -shy people struggle to make eye contact -the person who is sad may look down -pupils dilate when we are excited
Face-anger cause tense facial muscles, often with frowns -happy person would have wide open eyes, they smile
Tone of voice-angry person would talk quick in a loud voice with a fixed tone -friendly person would use slow/calm voice with varying tone
Body movement, posture -the way we walk, move our heads, sit, cross our legs and arms send messages
Muscle tension-the tension in our feet, hand and fingers can tell how relaxed or how tense we are
-if people very tense their face muscles might tighten and they might sit/stand rigidly. They might have a firmly closed mouth with lips and jaws clenched tight.
-a tense person might breath quickly
Gestures-can help to understand what a person is saying. When somebody is excited might move their arms and hands quickly -thumbs up means OK/good -waving hands usually means NO -some people gesture more than others