Preparing to work in health and Social Care Principles of communication in adult social care settings 201

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 . 25/04/2017

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

Why do we communicate? 25/04/2017

Why do we communicate? To have our needs met To show emotion To fulfil expectations To share information To interact To be social 25/04/2017

Methods of Communication Think about how we might communicate in the Health and Social Care Sector

Verbally Written Email Body language Facial expressions Pictures Photos Drawings PECS MAKITON

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

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 & Gestures

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

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

Verbal communication Tone/Pitch Informal/Formal Negotiation Language Paraphrasing Dialect 25/04/2017

Barriers to communication activity 25/04/2017

Communication and background Religion Race Gender Interests Hobbies Upbringing 25/04/2017

Discuss How does good communication make good relationships and who do we need to make them with? 25/04/2017

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. 25/04/2017

Reactions to communication Why? How? When? 25/04/2017

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 25/04/2017

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

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.  25/04/2017

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

What services/sources support effective communication? Internet Interpreters Citizens advice Family members Computer systems Pictures Adult services 25/04/2017

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 . 25/04/2017