hsc diploma and apprenticeships principles of communication in adult social care settings 301...
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HSC Diploma and Apprenticeships
Principles of communication in adult social care settings
301
1August 2012
ObjectivesBy 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 .
2August 2012
Communication is…• The act of transmitting information to
others, either intentionally or unintentionally
• Content 7 %
• Voice 38%
• Body Language 55%
3August 2012
Why do we communicate?
4August 2012
Why do we communicate?
• To have our needs met
• To show emotion
• To fulfil expectations
• To share information
• To interact
• To be social
5August 2012
Effective communication in relationships
• Consider; – Environment– Audience– Topic– Method of communication– Who else could be involved?
August 2012 6
Accessing information on communication needs.
Professionals
Communication passports
Care plans
Expertise
Chronology
Clients
Observation
Care plans
History/Background/feedback
Preferences
August 2012 7
Verbal Non-verbal communication
August 2012 8
What is.......?
August 2012 9
Verbal Non-verbal communication
• Slow clear speech
• Different vocabulary
• Use of pitch
• Tone and volume
• Positioning so clearly seen and heard
• British sign language/ Makaton
• Writing
• Braille
• Pictures and symbols (PECS)
• Technological aids
• Interpreters, translators
• Eye contact
• Physical gestures
• Touch
Responding to communication
• Why is this important?
August 2012 10
Responding to communication
• Helps to identify barriers to communication and how best to overcome them
• Ensuring information has been passed correctly and is understood. This can enable choice, involvement and accuracy.
• Responses can indicate the emotional state of the individual and allow appropriate support
August 2012 11
What is the barrier How would you overcome it? Give two methods
12August 2012
Barriers to communication
Communication and background
Factor Describe the effect this could have on how individuals communicate
Religion
Race
Gender
Interests
Hobbies
Upbringing
13August 2012
Misunderstanding in communication
August 2012 14
Misunderstanding Give a work place example
What was it about and whom was it with
What did you say?
How was your body language?
Did you get any help with anyone else in managing the
conflict?How did it turn out?
What is confidentiality
August 2012 15
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
16August 2012
How do we maintain confidentiality?
August 2012 17
How do we maintain confidentiality?• Completing records in privacy
• Storing records appropriately
• Not talking about work issues outside the work environment
• Sharing information only on a need to know basis
• Using initials in documents likely to be shared with others
August 2012 18
When might we have to share confidential information?
August 2012 19
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.
20August 2012
Tensions when sharing information
August 2012 21
NegativeLoss of trust
Power imbalance
Risk to health
Risk to well being
Disciplinary proceedings