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SD-draft-Communication (10/03/15)

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Shaun Durkin

on 30 November 2015

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Transcript of SD-draft-Communication (10/03/15)

Non-Verbal & Visual Communication
Communication Challenges
FETAC assignment
LO10: Demonstrate communications styles and techniques relevant to different work situations in work and leisure, to include one-to-one and group contexts in conversation, interview, oral presentation, question and answer session and for the purposes of persuading, advocacy and informing.
LO1: Analyse a range of current issues in communications and information technology;
LO2: Summarise in practical terms the elements of legislation that must be oserved in a personal and/or work context, to include health, safety and welfare at work and communications-related legislation
€66 per candidate
Shaun Durkin / Louise Smyth
FETAC 5N0690
Listening and Speaking
Communication
Written Communication
LO9: Use drafting, proofreading and editing skills to write a range of documents that follow the conventions of language usage (spelling, punctuation, syntax), to include creative writing, business propsals, correspondence, reports, memoranda, minutes, applications
FETAC Accreditation
Component Specification

Learning Outcomes grouped into 8 units
Skills Demonstration (80%)
Examination Theory (20%)
LO3: Use appropriate non-verbal and visual communication in personal- and work-related settings, to include one-to-one, in a group/team, and in formal and informal interaction
LO4: Demonstrate verbal skills appropriate to working under general direction, to include making a case and presenting a point of view in group discussion, formal meetings, interviews;
LO5: Demonstrate listening skills appropriate to working under general direction, to include making eye contact, receiving and interpreting information, control of personal response.
Within health & social care, what are some of the barriers to communication?
Loss of speech due to a stroke
Hearing loss
Partial or full loss of sight
Dementia
A learning disability
Different language or culture
A physical disability
Why is written communication important?
Accountability
Notes
Letters
Memos
Reports for meetings
Forms
Contracts or agreements
Receipts
Messages
Risk assessments
Care/Support Plans
Supervision notes
Medication notes
Rotas
Menus
Notices
What is written communication?
Within social care, who do we write records for?
When you speak, how do you come across to other people?
Have an accent?
Use local words or sayings?
Talk too quickly or slowly?
Talk too softly or loudly?
Mumble?
Sign a lot?
Aspects to think about in relation to your voice:
Tone
Pitch
Level
Inflection
Spacing of words
Use of emphases
Pauses
Silences
The art of good listening is to let the person talk at their own pace and use pauses and silences effectively
Empathic Listening?
... is an active process to discern what a person is saying. It is a powerful tool for building relationships with the individuals in your charge. By taking the time to listen, you not only demonstrate your commitment to them, you also communicate the message that they are people of value and worth. Empathic Listening is one of the best ways to strengthen trust and rapport with those in your care. Key elements include:
Be non-judgemental
Give undivided attention
Focus on feelings, not just facts
Allow silence for reflection
Use re-statement to clarify messages
Sight loss
Hearing loss
Communication aids
Noise in the lounge with the TV on
Noise in the dining room at mealtimes
Cannot engage in conversation with people nearby
Cannot engage in activities
Hearing aids
Loop systems
Adaptors
Microphone aids
Headphones or miniature earphones
Doorbells with light flashes
Alarm clocks
Cultural differences
Not acceptable to discuss intimate matters or perform personal care with members of the opposite sex
Men discuss important issues with other men, not female workers
Personal matters are not discussed outside the family
People respond differently to bad news, death, mourning and bereavement
Challenging behaviour
Dementia
Self-harm
'an act which involves deliberately inflicting pain and/or injury to one's own body, but without suicidal intent'
Cutting - commonly on arms or legs
Burning parts of the body
Banging parts of the body against something
Responding
There are certain responses which are totally inappropriate:
Being judgemental
Swearing
Being over-familiar (e.g. using terms of endearment such as ‘love’ ‘sweet-heart’)
Showing shock
Horror
Disgust, or
Upset
Focus on communication: 1
Body Language
Parts of the body which are important for communicating are:
Hands
Arms
Legs
Feet
Eyes
Face
Eye Contact
Appropriate gestures might be:
slight tilting of the head to one side
beckoning with one hand
nodding
showing the palm of your hand upwards
The Importance of Writing Things Down
Jean, can you remember whether Sarah hurt her right or her left leg when she fell over in the garden. She's complaining about pain in her right leg right now; and I'm sure it was her right leg ...
I was wrong ... it was her left leg ... I could have sworn it was her right you know ...
A Care Plan needs to be developed which ensures the same methods are used throughout, to work with, and support the service user.
The use of touch, such as a squeeze of the arm, or a touch of the shoulder, will be important to let them know you are there. At the same time. The care worker must say ‘who’ and ‘where’ they are, and inform the service user when they are leaving the room.
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