Unit No. 501
If there is a hierarchy within an organisation it is important that each member knows what their roles are and they know how to promote and support effective communication within their own job role. The hierarchy within this organisation is as follows:
Heads of Shift
Directors: It is the responsibility of the directors to inform their managers of all company policies and procedures to ensure the business is run according to their wishes. Directors need to have good communication with their managers so that policies and procedures are followed correctly. Good communication will ensure that the organisation is running smoothly and that the managers can ensure the Heads of Shift work accordingly.
Managers: The registered and care managers need to be able to communicate all information that is essential for the business to run effectively to the Head of Shift and other staff members. It is their responsibility to communicate all the information that is required to ensure that all staff are able to complete their jobs to an expected standard. They need to communicate well with the directors to ensure that they also have the necessary information to carry out their roles efficiently.
Heads of Shift: It is the heads of shift responsibly to provide accurate information from the managers to ensure that they are able to communicate with the Care Practitioners. This will enable the Care Practitioners to adhere to correct care procedures to ensure that a good quality of care is being provided. They require good communication skills to enable them to pass accurate information on to outside agencies e.g. Doctors, District Nurse, Relatives etc. and back to the managers to inform policy and procedural changes.
Care Practitioners: It is the responsibility of the Care Practitioners to communicate with the manager to ensure that they are providing the clients of the home the best quality care they can within procedures that have been directed by the managers and directors of the home. They need to be able to communicate with relatives and provide accurate information back to the Heads of Shift and, if required, the Managers.
All staff within a residential setting have to have a range of communication skill to enable them to provide an appropriate service. They will need to communicate with individuals and groups of people including staff members, managers, relatives and the clients they support. They can use different methods to do this which could include face to face meeting, training, consultations and report writing. These skills will enable staff members to:
Listen –to ensure that the information they are given accurately transfers into care being provided. Staff have to listen to the wishes of the clients.
Disseminate information –to take the information they have been provided with and use it appropriately.
Deliver information –be able to pass on information to others either by means of face to face communication, policy documentation, providing care or writing reports.
Provide and receive feedback – it is essential that everyone throughout the organisations is able to provide and gain feedback on their work and progress.
Use questioning to clarify – staff should feel confident enough to be able to question other staff members or managers if they need further clarification on any subject.
Make decisions – to provide an appropriate service and the best level of care.
"Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."
— Gilbert Amelio
President and CEO of National Semiconductor Corp
As a director/manager within this establishment it is