1. HSC Diploma and Apprenticeships Principles of communication in adult social care settings 301

2. Objectives By the end of the session you will be able to:  Understand the concepts of verbal and non verbal communication.  Understand barriers to communication and how to overcome these.  Understand the concept of confidentiality and the appropriateness of sharing information. 29/08/20152

3. Communication is… The act of transmitting information to others, either intentionally or unintentionally Content 7 % Voice 38% Body Language 55%

4. Why do we communicate? 29/08/20154

5. Why do we communicate? To have our needs met To show emotion To fulfil expectations To share information To interact To be social 29/08/20155

6. Objectives of Listening: You want clients to talk freely To cover concerns & issues important to them For them to give as much info as they wish For them to gain greater insight as they talk it through For them to resolve what they want to do

7. Non verbal Communication “ we speak with our vocal organs, but we converse with our whole body” (Abercrombie 1968)

8. Good vs. Bad NVC Good Sit squarely Open posture Lean forwards Eye contact Respond Bad Distance / leaning away Crossed arms / legs Too much nodding / smiling etc Minimum eye contact Fiddling & Gestur es

9. “the reason we have two ears and only one mouth is that we may listen more and talk less” Nelson Jones (1986)

10. Active Listening Skills 5 ways of responding: Minimal prompts Paraphrasing Reflection of feelings Open Questions Clarifying Summarising

11. Verbal communication Tone/Pitch Informal/Formal Negotiation Language Paraphrasing Dialect 29/08/201511

12. Barriers to communication activity 29/08/201512

13. Communication and background Religion Race Gender Interests Hobbies Upbringing 29/08/201513

14. Why do we record information about people  To learn how to support people better.  To comply with legal requirements.  To be accountable for and transparent about what we are doing. 29/08/201514

15. Reactions to communication Why? How? When? 29/08/201515

16. Accessing information on communication needs Ask clients Look in care plans, communication passports Ask family and friends (remembering confidentiality) Ask manager/other carers Use the internet 29/08/201516

17. Confidentiality Based on privacy and respect No act of parliament- but many organisations will have a confidentiality policy. Disclosing confidential information requires consent- depending on mental capacity Risk dependant

18. Sharing information and confidentiality There are exceptional circumstances in which information can be disclosed without consent. In such cases the Data Protection Act should be observed and every effort made to ensure that details remain confidential and are known only to other persons as may be necessary. These circumstances include: Required by any rule of law, or for the purpose of, or in connection with any legal proceedings or Court Order. Where there are risks to the vital interests of the person (for example, harm to the person or to another person). For the prevention, detection or prosecution of crime and the apprehension or prosecution of offenders. Where there are risks to the person’s health or the public’s health. Where possible, you should try to advise the service user before the information is shared unless that would risk harm to another person or impede the investigation of serious crime. 29/08/201518

19. The Data Protection Act 1998 Eight principles; –Fair and lawful processing –Purposeful –Adequate but not excessive –Accurate –Kept only for as long as necessary –In line with subjects human rights –Secure –Not transferred to other countries unless secure.

20. Caldicott principles Based on a review in the NHS management of information- 6 principles;  Justify the purpose for confidential information handling  Only use it when absolutely necessary  Minimum use  Need to know basis  Everyone must understand responsibilities  Understand and comply with law

21. Freedom of Information Act 2000  Gives individuals the right to ask any public body for all the information they have on any subject you choose.  Unless there’s a good reason, the organisation must provide the information within 20 working days. You can also ask for all the personal information they hold on you.  Everyone can make a request for information – there are no restrictions on your age, nationality, or where you live.

22. GSCC Standard 2: 2.2- Communicate in an appropriate, open, accurate and straightforward way. 2.3- Respecting confidentiality and clearly explaining policies and procedures to service users and carers. Standard 5: 5.3- Must not abuse information about service users. Standard 6: 6.2- Maintain clear and accurate information about service users

23. Human Rights Act (1998)  Respect individuals right to confidentiality  Privacy  Respect  Dignity

24. Keeping records safe Lock and key Key pads Limited key holders Keeping records safe and secure Not taking them out of the environment