1. C3 Communication

2. C3 Communication techniques
Different approaches for effective communication, to include humanistic, behavioural, cognitive, psychoanalytical and social.
There are a range of different approaches for effective communication:
Humanistic
Behavioural
Cognitive
Psychoanalytical
Social
In small groups pick one of the approaches above. Research the approach and produce a presentation to the rest of the class. Think of one example of a situation in a health and social care setting where a professional could use the theory to work with a service user. .
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3. C3 Communication techniques
Different approaches for effective communication, to include humanistic, behavioural, cognitive, psychoanalytical and social.
Strengths
Weaknesses
Humanist Person-centred
Non-intrusive, meet as equals • Unconditional, depends on basic trust in the service user • Uses a positive manner, thoughts and actions, empathy, shows respect • Gives person choices and believes they can change their lives • Positive approach • Used in lots of situations
Ignores behaviour • Short term • Relies on good communication skills • Uses complicated terms • Hard to be non-judgemental
Behavioural Looks only at observed behaviour
Objective, so people can agree about what is happening • Easy to understand • An approach that comes naturally • Doesn’t rely on communication skills, so works with all ages and abilities, eg a baby imitating adults to acquire language skills
Doesn’t look at what’s going on inside someone’s head, so limited • Deals with symptoms not causes, so can be short term • Can only be used to change behaviour
Cognitive Structured approach of understanding and changing behaviour
Easy to understand, logical and makes sense to service users • Takes notice of what service users think and feel • No interpretation or hidden meaning
Relies on good communication skills, need to express thoughts and to understand what service providers want the individual to do • Rational approach, so not suitable for those who don’t have a rational mind • Only one problem worked on at a time
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4. C3 Communication techniques
Different approaches for effective communication, to include humanistic, behavioural, cognitive, psychoanalytical and social.
Psychoanalytical Interprets what the person says and does
Effective • Gives service users insight into why they think or feel as they do, so gets deeper into problems • Can change many parts of lives, not just behaviour • Can be used for a wide range of problems
Very complicated to use • Needs specialist training • Based on service providers’ analysis
Lengthy
Social Studies individuals in a social context
Uses real-life situations when studying behaviour • Uses the results from experiments, such as the BBC prison study, to explain and offer solutions to an individual’s problems • Helps understanding of social behaviour in genera
Presence of observer may have a negative effect on participants • Findings are generalised • Members of the group being studied may not be representative of population as a whole, ie they may be more motivated
Psychoanalytical
Getting Help - Psychotherapy: Crash Course Psychology #35
Crashcourse
This is available if you want extra support on this section.
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5. C3 Communication techniques
Types of communication examples, to include verbal, body language, written, formal and informal.
Coronation Street - Bethany Sees Nathan's True Colours
Watch the clip and identify the feelings and moods of the two main characters, Bethany and Nathan. From the way in which people communicate we get an understanding of that persons emotions at that time.
10 Things Body Language Says About You
The Hub
The Importance of Nonverbal Cues as told by "Friends"
For the following headings discuss ways in which people communicate through body language. Use the video clips to help you.
Posture
Facial Expression
Eye Contact
Use of touch
Gestures
Personal space
(any other things you can pick up on)
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6. C3 Communication techniques
Types of communication examples, to include verbal, body language, written, formal and informal.
The Two Ronnies - Four Candles 480p
Verbal communication is important. It is vital that we think about our tone of voice, pitch and that the language that we use is appropriate for the person that we are communicating with. For example, using slang can cause confusion. If we have an accident and we are speaking in our local dialect it can be difficult for other people to understand us.
Ali G interview - Parkinson - BBC
As well as the way in which we speak we must also look at the ways in which others verbally communicate. There are occasions where someone's verbal communication doesn’t match their body language. This of times when someone states that the are ‘fine’ but their body language is the opposite.
Holly gave birth 3 months ago. She has struggled to bond with her baby. A health visitor is having a conversation with Holly. She asks if she if feeling ok. Holly says that she is fine but then breaks down in tears. She again states to the health visitor that she is ok. The health visitor comforts Holly and through questioning establishes that Holly is probably suffering from postnatal depression and arranges for her to see her doctor.
The clips are just for a bit of fun to see the different ways in which people speak. You may want to double check that the Ali G one is suitable for your students. For the barriers section try to influence students to think of things such as language issues. If someone doesn’t have English as their first language then information may be misinterpreted.
Although this is a comedy clip you can look at the two different ways in which the doctor communicates verbally. You can discuss the inappropriate comments and then how he changes his language and explains things in more detail.
There are many occasions in health and social care where emotions are involved. It is important for a professional to assess the situation by reading the body language of the person they are speaking to and listen to what is said to ensure the two do not contradict each other.
Can you think of any barriers that could affect verbal communication?
What is the barrier and how could you overcome this?
Knocked Up - Doctor/Patient Communication
Watch the clip opposite and look at the differences in communication. Note how the doctor changes their tone, pitch and language.
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7. C3 Communication techniques
Types of communication examples, to include verbal, body language, written, formal and informal.
Formal communication
Think of the way your doctor speaks to you. ‘Good afternoon. How are you feeling today?’
This show respect for others.
Formal conversation is often used when a professional person speaks to a service user.
They use clear language to avoid misinterpretation.
Informal communication is the way in which you probably speak to your friends and family. It is much more relaxed. People often use slang and local dialect. ‘Hi, how are you?’.
Informal communication is warm and friendly.
Think of the Ali G clip you have watched. Parkinson uses a very different style of language compared to Ali G.
Written communication
This can be used to keep records and write reports.
Different types of communication need different styles of writing and different ways of presenting information, but all require literacy skills.
written information must be clear and writing needs to be well structured and legible, with grammar, spelling and punctuation used correctly.
A more formal style of writing and language are needed when recording information about a patient
Written communication could be used by a Doctor who has to write to another consultant about a patient.
When else may written communication be necessary?
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8. C3 Communication techniques
Alternative communications, to include Makaton, British Sign Language (BSL), braille, communication boards and symbol systems.
Makaton is a method of communication that uses signs and symbols.
Unlike British Sign Language, it uses speech as well as actions and symbols.
Makaton uses picture cards, and ties facial expressions to a word to make the word more easily recognised by those with learning difficulties.
Who uses Makaton?
Learn Makaton Signing - Top 10 signs for nurses
Makaton | How it Assists Development of Communication in the Early  years
Watch the clips. How can Makaton be used in the health care and early years professions?
For further research and information
look at the Makaton website.
Lucas sign language - Makaton aged 2
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9. C3 Communication techniques
Alternative communications, to include Makaton, British Sign Language (BSL), braille, communication boards and symbol systems.
British Sign Language (BSL) and the doctor
British Sign Language
BSL is a language in its own right.
It was first recognised in the UK in 2003.
BSL uses visual signs instead of sounds.
These are made up of the shapes, positions and movements of the hands, arms or body and facial expressions.
Sign language is commonly used by families and friends of deaf people, as well as by those who are deaf or hard of hearing
Three Year Old Reading to Little Brother Using Sign Language
The Braille Story
The Braille system is a method used by blind people to read and write.
It was devised in 1821 by Louis Braille, a Frenchman.
Braille is a system of raised marks that can be felt with the fingers.
Each Braille character is made up of six dot positions, arranged in a rectangle.
A dot may be raised in any of the six positions to form sixty four possible combinations and these raised dots are read by touch
How Blind People Find Braille Signs
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10. C3 Communication techniques
Alternative communications, to include Makaton, British Sign Language (BSL), braille, communication boards and symbol systems.
British Sign Language (BSL) and the doctor
Pictures can be used to communicate with people who have no ability to speak or use a language
People with autism use picture cards as they tend to learn visually and communicate with images and pictures.
Communication boards are also used with people who have suffered a stroke or other brain injury.
(Watch video clip 1 and 2 to see examples of this)
Using Visuals to Teach Autistic Students
(VIDEO 1)
Using an Aided Language Support During Direct Instruction
(VIDEO 2)
Makaton and communication boards are examples of systems that use symbols.
Symbol systems are used with children and adults who are either not able to use speech effectively or cannot use speech at all.
These systems enable them to share information with others and to receive messages back, by pointing to the symbol that conveys what they want to communicate.
Some symbols are pictures or photos and others may be tactile – actual objects or parts of objects to touch.
Symbols can be arranged in order to let the person know what will be happening on a particular day. Commercial symbol systems are also available
(Watch video 3 and 4 for examples)
Tangible Symbols (Chapter 2 of 6)
(VIDEO 3)
Using Picture Symbols for Communication
(VIDEO 4)
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11. C3 Communication techniques
Alternative communications, to include Makaton, British Sign Language (BSL), braille, communication boards and symbol systems.
British Sign Language (BSL) and the doctor
Choose a task such as making a cup of tea, getting ready for school, going shopping etc. Identify objects of reference or pictures that will assist with communicating. Explain how using this system can promote independence in individuals.
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12. C3 Communication techniques
Theories of communication, to include Argyle, Tuckman, Berne
Michael Argyle (1925–2002), a social psychologist, specialised in the study of interpersonal behaviour, social skills and body language, or non-verbal communication.
The Communication Process Model Captioned
Argyle
Sender
Encoding
Message
Received
Decoded
Nose
Watch the clip and explain the diagram above.
Feedback
Response
He found that non-verbal signals can be more important than verbal communication in conveying people’s attitudes.
His research showed that, when you talk to a stranger, your gaze tends to be averted but, with a close friend, you make direct eye contact more often.
Argyle said that feelings of friendship and a positive attitude can be encouraged simply by looking at people in the right way. He also said that it was important not to let verbal and non-verbal signals conflict
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13. C3 Communication techniques
Theories of communication, to include Argyle, Tuckman, Berne
Stages:
1. There is an idea or aim that an individual wishes to pass to another person.
Look at the following statements and decide where they belong in this communication theory. So work out which statement belongs to stage 1,2,3 and so on.
2. Message coded: The individual decides how the message is going to be sent, this could be verbally or on-verbally.
The nurse listens to the patient, using active listening skills and ensuring that any barriers to effective communication are reduced.
The patient has the feeling of anxiety and decided to communicate this to the nurse.
The patient verbally tells the nurse : ‘I am very anxious about my operation, I am scared that something will happen to me under the anaesthetic’.
The nurse checks they have understood the individual by saying ‘I understand that you are really anxious about your operation. Your main concern is the anaesthetic. Is this right?’
The patient requests to talk to the nurse and decided what and how to communicate the feeling of anxiety.
The nurse processes the concerns that the patient has and may demonstrate this in body language or expression, such as showing empathy.
Stage 4
Stage 1
3. Message sent: The message is conveyed to another person.
Stage 3
4. Message received: The message is received by another person or people. This could be hearing the message or reading it.
Stage 6
5. Message decoded: The person who receives the message makes sense of this. This can cause problems as it may be misinterpreted, e.g. body language.
Stage 2
6. Message understood: The message is understood in the way it is intended. This could be demonstrated by feedback, questions etc.
Stage 5
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14. C3 Communication techniques
Theories of communication, to include Argyle, Tuckman, Berne
Psychologist Bruce Tuckman first came up with the memorable phrase "forming, storming, norming, and performing" in 1965.
He used it to describe the path that most teams follow on their way to high performance.
Forming
• A group of strangers come together; there is high dependence on the group leader.
• They talk about themselves and share information.
Storming
• The members of the group starts to fall out with each other as they compete for position, so there are tensions within the group.
• There is disagreement about how the group acts
Norming
• Things calm down in the group.
• The group comes to an agreement on group values, either consciously or unconsciously.
Forming, Storming, Norming, and Performing: Bruce Tuckman's Team Stages Model Explained
Performing
• The group is sorted, with any disagreements resolved positively.
• The group works effectively and members look after each other.
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15. C3 Communication techniques
Theories of communication, to include Argyle, Tuckman, Berne
Theory of Transactional Analysis – Eric Berne
Berne’s suggests that we have three alter ego states. He believes that when we communicate we are in one of the states.
These are not age related. All three are present without any one being more dominate than another
A transaction occurs when people meet and communicate.
Parent
Adult
Child
The parent state is the one of authority.
The adult state is one of maturity and being able to act responsibly
The child state is one of dependence.
Positive - Nurturing
Positive – cooperative and spontaneous
Negative - Controlling
Negative – Resistant and immature
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16. C3 Communication techniques
Theories of communication, to include Argyle, Tuckman, Berne
Parent
Parent
Berne suggests that we function in one of these modes depending on the situation we are in at the time.
At the core of Berne's theory is the rule that effective transactions (i.e. successful communications) must be complementary. .
Adult
Adult
For example an adult might ask another adult a simple question which has a factual interchange. E.g. ‘Have you seen my socks?’, response, ‘No’.
They must go back from the receiving ego state to the sending ego state. For example, if the stimulus is Parent to Child, the response must be Child to Parent, or the transaction is 'crossed', and there will be a problem between sender and receiver.
Child
Child
Parent
Parent
Adult
Adult
If a crossed transaction occurs, there is an ineffective communication. This can cause one or both people to become upset.
For Example: (Adult mode question, expecting Adult response) “What time are you back later?”
(Child mode responding to perceived Parent figure)
“I dunno, your always having a go at me!”
Child
Child
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17. C3 Communication techniques
New technologies and communication techniques
Voice output communication aids (VOCA)
Turn small movements into written word and then into speech. Watch the two clips below and make notes.
Voice activated software can turn spoken and written words into movement, such as instructing the user’s wheelchair to move.
Stephen Hawking's Voice and the Machine That Powers It
Speaking for Myself
How To Talk to A Non-Verbal Kid
Magnolias Hope
Maggie has Retts syndrome. This is a neurological disorder that affects mainly females. It leads to severe impairments, affecting nearly every aspect of the child's life: their ability to speak, walk, eat, and even breathe easily. Maggie now uses a VOCA to communicate to others. Watch the two clips. How has the VOCA had an impact on her life and that of her family?
An Actual Conversation With Maggie | Rett Syndrome
Magnolias Hope
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18. C3 Communication techniques
New technologies and communication techniques
Hearing aids.
are devices with small microphones that pick up and increase the volume of sound. They are battery operated, very small and light and many are hardly noticeable as they are tucked behind the ear.
My deaf child and hearing technology
National Deaf Children's Society
Deaf boy listens to music through his hearing aids
How has a hearing aid and technology improved Alex’s quality of life?
Text relay service is operated by the charity Action on Hearing Loss. This service makes it possible for a person who can’t speak and/or hear to text their message to an operator, who then reads it to a hearing person. The operator types the reply so that the original sender can read it
What is a relay call?
Mobile phones
Mobile phones can vibrate so that someone know that they have received a message.
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19. C3 Communication techniques Braille software
is used by those who are visually impaired. It creates Braille that is printed out using a special printer. The software comes in a wide range of packages, including those that create mathematical, musical and text Braille, and those that translate different languages
Unified English Braille - A Beginner's Guide from Dolphin
Watch the clip. Look at how this piece of software aids the user.
New technologies and communication techniques
A loop system
A hearing loop (sometimes called an audio induction loop) is a special type of sound system for use by people with hearing aids.
It boosts the signal in someone’s hearing aid.
They help those with hearing loss to focus on particular sounds, like a person talking, near the loop’s internal microphone.
In conditions without a hearing loop, all sounds including background noise are amplified making it sometimes difficult to focus on one sound.
How Hearing Loops Work: What is a Hearing Loop and how does it work?
OTOjOY - Your Hearing Loop Experts
Speech recognition software can be used by the visually impaired, or those with dyslexia, to generate messages without using a computer keyboard.
Speech recognition is the ability of a machine or programme to identify words and phrases in spoken language and convert them to a machine-readable format
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20. What am I being asked to do?
Learning Aim C P4
Explain the strategies and communication techniques used with individuals different needs to overcome different challenges.
Explain
Give reasons for how or why something happens; you need to give examples.
What strategies are there?
Explain each one.
What communication techniques are there?
How are they used to help people to communicate?
What type of different needs to people have when it comes to communicating? Give examples
For each example what is used to help/overcome the communication difficulty of the individual?
What am I being asked to do?
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21. What am I being asked to do?
Learning Aim C P5
Explain the benefits of promoting personalisation when overcoming challenges faced by individuals with different needs.
Explain
Give reasons for how or why something happens; you need to give examples.
Brainstorm the type of things that could be written about in order to meet this objective.
What am I being asked to do?
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22. What am I being asked to do?
Learning Aim C M4
Assess the strategies and communication techniques used to overcome different challenges faced by individuals with different care and support needs.
Assess
Consider several options or arguments and weigh them up so as to come to a conclusion about their effectiveness or validity
This ties in closely with learning aim C P4.
Explain the strategies and communication techniques used with individuals different needs to overcome different challenges.
What is the difference between the two. What extra do you need to include to reach C M4?
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