F911 Communication Report

8/17/2019 F911 Communication Report

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Nathan Harrison

Candidate Number: 5526

Centre Number: 32115

By

F911: Communication inCare Settings


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Nathan Harrison Candidate Number: 5526 Centre Number: 32115

CONTENTS

Introduction

A01

Different Types f Communication

!a"ues f Care

#actors $hich can %upport and Inhibit Communication

&'1 Bib"io(raphy

A02

Bac)(round Information

Communication %)i""s

&'2 Bib"io(raphy

A03

%*+, Theory f Communication

The Communication Cyc"e

&'3 Bib"io(raphy

A04

-"annin(

%cript for Interaction $ith a -ractitioner

+.a"uation

&'/ Bib"io(raphy

&ppendices

#011 Communication in Care %ettin(s -a(e 1 of 51


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INTRODUCTION

In &'1 of this report it $i"" describe the different types of communication Communication is

the impartin( or e4chan(in( of information by spea)in( $ritin( or usin( another medium

This means that $e share and e4chan(e information in different $ays such as $ritten ora"computerised and specia" methods These methods of communication are used by t$o or

more peop"e $ho ha.e a common aim but cou"d a"so ha.e conf"ictin( points of .ie$ These

types of communication can be carried out in interactions bet$een ser.ice users and

practitioners It can a"so be comp"eted by interactions bet$een professiona"s &"so this report

$i"" e4p"ore ho$ ser.ice users can fee" .a"ued and supported from the use of different types

of communication to suit their needs #actors that support and inhibit communication such as

care .a"ues promotin( eua"ity and di.ersity and maintainin( confidentia"ity

In &'2 of this report it $i"" describe the communication s)i""s used by a hea"thcare assistant

-eop"e $ho $or) in hea"th and socia" care settin(s need to be ab"e to communicate $ith other practitioners peop"e $ho use ser.ices and their re"ati.es proper"y This can be achie.ed by

usin( the appropriate communication s)i""s This report $i"" e4p"ore the use of

communication s)i""s in forma"7informa" (roup and one8to8one interactions It $i"" a"so

consider the purpose of the interaction the peop"e in.o".ed and ho$ to bui"d a professiona"

re"ationship $ith peop"e $ho use these ser.ices

In the &'3 of the report t$o theories of communications that can be used to he"p professiona"

care $or)ers to support communication $i"" be e4p"ored The t$o theories that $i"" be

e4p"ored in this report are the Communication Cyc"e and %*+, theory of communication

These theories $i"" be app"ied to the 9ob ro"e of a hea"thcare assistant and this report $i""e4p"ore any ne(ati.e effects of usin( these theories

In &'/ of this report an interaction $i"" be carried out $ith a hea"thcare assistant The aim of

this interaction is to disco.er ho$ a hea"thcare assistant uses communication s)i""s in their

day8to8day tas)s The interaction $i"" be p"anned and detai"ed in this report I $i"" e.a"uate

my interaction on ho$ effecti.e it $as and any ref"ections that cou"d be made



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&'1Types of Communication

!a"ues of Care

#actors that %upport and Inhibit

Communication

DIFFERENT TYPES OF COMMUINCATION

#or this section this report $i"" describe the different types of communication used in a care

settin(:

,&* C;INC&TIN

ra" communication is ha.in( a meanin(fu" con.ersation $ith someone


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In a hea"th care settin( the community nurse $ou"d $rite a care p"an $ith the ser.ice user

This $i"" in.o".e ma)in( a care p"an $ith the ser.ice user This $i"" in.o".e ma)in( (oa"s

and achie.e outcomes $ith the ser.ice user to he"p contro" their condition from home This

empo$ers the ser.ice user because they can ta)e contro" of their o$n "ife This encoura(es

the ser.ice user to ta)e contro" from the comforts of their home and maintain their independence The care p"an a""o$s the ser.ice user to reco(nie do$nfa""s to independent"y

inter.ene by fo""o$in( the care p"an This a""o$s the ser.ice user to ad.ocate their o$n

hea"th and $e""8bein( The care p"an $i"" be .ie$ed by the ser.ice users A- nurse or socia"

$or)er This is because a"" these peop"e $i"" be in.o".ed in the care of the ser.ice user The

$ritin( must be c"ear so these practitioners can a"" ma)e sense of the information and pro.ide

the correct care is pro.ided to the ser.ice user If the information is unc"ear the practitioner

$ont be ab"e to meet the needs of the ser.ice user and $i"" unsure of $hat treatment to (i.e

to them If $ron( treatment is (i.en this cou"d resu"t in "e(is"ation a(ainst the practitioner

$ho (a.e the treatment

In a nursery the practitioner $ou"d comp"ete an accident s"ip if a chi"d had a minor in9ury

$hi"st in the nursery The practitioner $i"" $rite information such as $hat7$here the in9ury is

$here the in9ury too) p"ace and ho$ the in9ury $as treated The parent of the chi"d $i"" be

as)ed to si(n the s"ip to sho$ that they ac)no$"ed(ed the s"ip The s"ip $i"" then be )ept at

the nursery for their records The $ritin( on the s"ip must be "e(ib"e so the nature of the

accident can be referred bac) to easi"y in the e.ent that a parent ma)es a comp"aint about the

incident If the $ritten information is i""e(ib"e it can resu"t in confusion or uncertainty of

$hat actua""y happened Inappropriate actions may ta)e p"ace and this cou"d resu"t in

comp"aints or "iti(ation a(ainst the nursery or practitioners $ithin the nursery This .a"ues

and supports parents because they are reassured that their chi"drens accidents are bein(

recorded This can a"so support chi"dren because if the accident happened as prob"em $ith the

nursery chan(es can be made

In a residentia" home for the e"der"y care $or)ers $ou"d use $ritten communication to

monitor medica" records and re.ie$ past and current medica" fi"es Its important that the

$ritin( in these fi"es and "e(ib"e and c"ear so they can be interpreted by other practitioners in

the care of the ser.ice user If the $ritin( is not c"ear the $ron( treatment or dia(nosis cou"d

be (i.en This ma)es the ser.ice user fee" "i)e they are an asset to the ser.ice because the

care $or)er is ta)in( the time to record their condition and that other practitioners $i"" beab"e to re.ie$ $hat has been $ritten

C-;T+,I%+D C;INC&TIN

Computerised communication has de.e"oped into a si(nificant form of communication in

hea"th socia" and ear"y years settin(s +4amp"es of computerised communication are

internet te4t messa(es and emai"s

&n e4amp"e of this in a maternity unit $ou"d be an u"trasound can bein( used to monitor an

unborn baby dia(nose a condition or (uide a sur(eon durin( certain procedures If a prob"emdoes arise interna" net$or)in( methods such as emai" $i"" be used to pass on notes to a



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specia"ist practitioner $ithin the hospita" Interna" net$or)in( can insure that the correct

information is passed throu(h the hospita" easi"y throu(h computerised methods The

information can be seen by the practitioner instant"y and can impro.e $ait times for referra"s

This $i"" ma)e the ser.ice user fee" .a"ued and supported because the mother and baby are

(ettin( the he"p they need +4terna" net$or)in( $i"" be used to (i.e the A- and the mid$ifeinformation on the baby This puts the mother at ease because a"" practitioners in.o".ed in her

care are made a$are of the situation and the correct treatment can be (i.en to her if a

prob"em arises

In a residentia" nursin( home for the e"der"y computeried medica" records $i"" be used by

practitioners on any ne$ medication (i.en to the ser.ice user This reassures the ser.ice user

that their medica" information is bein( "o((ed and that a"" practitioners in.o".ed in their care

are made a$are of a"" these chan(es

In a nursery the practitioner $i"" send %% te4t messa(es to parents appea"in( for spare

c"othes if in the case their chi"d has an accident This ma)es the parents fee" more

comfortab"e that the nursery nurses are ready prepared for a"" situations $ith their chi"d and

that theyre bein( adeuate"y cared for Te4t messa(es are an easy $ay to contact parents and

messa(es can be sent instant"y to the parents phone This can be a uic) $ay of interactin(

$ith parents if they needed to be contacted in a not so important situation

%-+CI&* +THD% # C;INC&TIN

%pecia" methods is used in a"" hea"th socia" and ear"y years settin(s to pro.ide for ser.ice

users $ho ha.e specia" needs $hen communicatin( %pecia" needs can inc"ude difficu"ty inhearin( or deafness poor eye8si(ht or b"indness and "an(ua(e difficu"ty The main methods of

support are Brai""e a)aton British %i(n *an(ua(e and Interpreters

Brai""e is a combination of raised dots that can be fe"t $ith a fin(er This pro.ides peop"e $ho

ha.e poor eye si(ht or b"indness an opportunity to read independent"y usin( the sense of

touch Brai""e $as first introduced by ,ichard Bari""e in 120 -eop"e $ho ha.e "imited

.ision or $ho are b"ind the system (i.es these peop"e to the opportunity to independent"y

read and $rite as it is based on touch Brai""e can be e4treme"y usefu" to indi.idua"s $ho use

ser.ices $hen readin( "eaf"ets and handouts $hich (i.e ser.ice users information on their

treatment and to read boo)s and ma(aines to satisfy their inte""ectua" needs Brai""e can be

used in a doctors sur(ery for patients $ho ha.e difficu"ty readin( These patients $i"" suffer

from b"indness and "ar(e print $i"" no "on(er support their needs Information about patients

appointments can be sent to the ser.ice user in a brai""e format so they can understand $hen

their appointment is Brai""e can .a"ue and support a ser.ice user because steps are bein(

ta)en to address the needs of a ser.ice user This can promote the ser.ice users eua"ity and

di.ersity because theyre bein( (i.en indi.idua" he"p and assistance so they ha.e eua"

access to the ser.ice

British %i(n *an(ua(e is a .isua" source of communicatin( usin( (estures facia" e4pression

and body "an(ua(e British %i(n *an(ua(e is used main"y by peop"e $ho are deaf or ha.e



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hearin( impairments B%* has its o$n (rammatica" structure and arran(ement as a "an(ua(e

it is not dependent or stron("y re"ated to spo)en +n("ish

British %i(n *an(ua(e can be used

in a residentia" home for chi"dren The chi"d $i"" be deaf or ha.e .ery se.ere hearin(

impairments & socia" $or)er $i"" communicate $ith a deaf chi"d usin( British %i(n

*an(ua(e a"on(side facia" and body "an(ua(e to further communicate emotions The practitioner and ser.ice user $i"" need to be facin( each other to use the method of

communication This can .a"ue and support ser.ice users because they are ab"e to

communicate face8to8face $ith a practitioner $ith ease throu(h si(n "an(ua(e This (i.es the

ser.ice user an opportunity to e4p"ain their situation and ha.e a con.ersation $ith the

practitioner about ho$ theyre fee"in( and any prob"ems they ha.e

Interpreters are used for ser.ice users $hose first "an(ua(e is not +n("ish or they prefer

another "an(ua(e Interpreters are used to he"p communicate $ith these ser.ice users

Interpreters can be used in &ccident and +mer(ency to he"p communicate $ith ser.ice users

$ho ha.e in9ured themse".es and find it difficu"t to communicate their prob"ems usin(+n("ish &n interpreter $i"" be present to trans"ate the e4chan(e of information bet$een the

ser.ice user and the practitioner This can .a"ue and support indi.idua"s because the hospita"

is ta)in( steps to address the "an(ua(e needs of the ser.ice user so they can understand and

communicate $ith practitioners This pro.ides ser.ice user $ith the same opportunities to use

the ser.ice as somebody $ho spea)s +n("ish

a)aton is a "an(ua(e pro(ramme usin( si(ns and symbo"s to he"p peop"e to communicate It

is desi(ned to support spo)en "an(ua(e and the si(ns and symbo"s are used $ith speech in

spo)en $ord order ith a)aton chi"dren and adu"ts can communicate strai(ht a$ay usin(

si(ns and symbo"s any peop"e then drop the si(ns or symbo"s natura""y as they de.e"op

speech a)aton can be used in a pri.ate day nursery to communicate $ith chi"dren $ho are

deaf or ha.e hearin( impairments or "earnin( difficu"ties The specia"ised nursery nurse

$ou"d use a combination of si(ns and symbo"s to e4chan(e con.ersations $ith a chi"d $hen

sharin( their choice of $hat food they $ant to eat that day The practitioner can use the

information they (ather to accommodate the choices that the chi"d $ishes to me This can

support and .a"ue the chi"d because theyre ab"e to communicate $ith the practitioner and

theyre understood a)aton (i.es the chi"d the abi"ity to share thou(hts choices and

emotions and ta)e part in acti.ities "i)e other chi"dren in the nursery

VALUES OF CARE

Care .a"ues $ere created from human ri(hts These are .a"ues that peop"e ho"d that enab"e

ser.ice users to become empo$ered and to be in contro" of their o$n "i.es +mpo$erment

means a""o$in( a ser.ice user to ta)e contro" of their o$n "i.es e can enab"e ser.ice users

to do this by pro.idin( them $ith sufficient information to a""o$ them to ma)e the correct

decision for them but a"so .a"uin( their o$n opinions and .ie$s The three main .a"ues of

care in hea"th and socia" care are promotin( eua"ity and di.ersity maintainin(

confidentia"ity and promotin( indi.idua" ri(hts and be"iefs In ear"y years there are ten .a"ues

of care $hich are )no$n as the princip"es in ear"y years These are ensurin( anti8



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discrimination maintainin( confidentia"ity of information bein( a ref"ecti.e practitioner

)eepin( chi"dren safe and in a hea"th en.ironment fosterin( eua"ity of opportunity .a"uin(

di.ersity $or)in( in partnership $ith other professiona"s $or)in( in partnership $ith

parents and fami"ies ma)in( the $e"fare of a chi"d paramount and encoura(in( chi"drens

"earnin( and de.e"opment They underpin any form of communication $hether ora" $rittencomputeried or specia" methods

-,TINA +E;&*ITF &ND DI!+,%ITF

-romotin( +ua"ity and Di.ersity is a .a"ue of care +ua"ity means (i.in( ser.ice users

eua" access to ser.ices that meet their needs for e4amp"e communication ser.ices and aids

-ractitioners $i"" need to ensure that their o$n attitudes opinions and be"iefs are not

ref"ected $hen communicatin( $ith ser.ice users & care $or)ers communication needs to

be ethica""y sensiti.e respectin( cu"tura" .a"ues cu"tura" practice and cu"tura" needs Care

settin(s $i"" ha.e anti8discrimination po"icies in p"ace $hich $i"" (uide care $or)ers tocommunicate $ithout discriminatin( a(ainst ser.ice users This supports communication

because ser.ice users $i"" fee" comfortab"e communicatin( $ith the practitioner and become

empo$ered to ta)e contro" of their condition If not done this can inhibit communication

because ser.ice users $i"" fee" discriminated a(ainst and not disc"ose information the

practitioner *e(is"ation has been put in p"ace for practitioners promotin( eua"ity and

di.ersity This is the +ua"ity &ct 2'1'

&n e4amp"e of this in a hospita" is a practitioner bein( discriminatory a(ainst a ser.ice user

If another practitioner o.erheard they $ou"d cha""en(e the discriminatory beha.iour and if

this beha.iour carried on they $ou"d report it to their mana(er This supports communication

because practitioners are "earnin( the correct $ay to discuss a ser.ice user $ithout bein(

discriminatory But this cou"d a"so inhibit communication because it cou"d cause conf"ict

bet$een practitioners

&n e4amp"e of this in a nursin( home for the e"der"y $ou"d be ce"ebratin( re"i(ious ho"idays

in the home This $i"" ce"ebrate the re"i(ious di.ersity in the home and insures that theres

fu"" inc"usion for a"" This $i"" support communication because ser.ice users are sti"" ab"e to

practice their faith and sti"" ce"ebrate these festi.a"s7ho"idays despite bein( in the home This

cou"d a"so inhibit communication because some ser.ice users $i"" not $ant to participate inthese re"i(ious ho"idays if they do not fo""o$ a re"i(ion or its a(ainst their re"i(ion

In a nursery eua"ity and di.ersity can be achie.ed by ma)in( chi"dren a$are of different

peop"e #or e4amp"e readin( a storyboo) that features a person $ith disabi"ities The

practitioner $i"" e4p"ain to the chi"dren that this is norma" and this $i"" inf"uence chi"dren to

be"ie.e this This supports communication because chi"dren $i"" "earn to accept these

differences and open"y accept communicatin( $ith the peop"e



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$ith this information The trust of ser.ice users can sti"" be maintained because the ser.ice

user $i"" be ab"e to see that the practitioner has shared this in their best interests This $i""

sho$ that theyre an asset to the ser.ice because the ser.ice stri.es to impro.e the "i.es of

their ser.ice users

-,TINA INDI!ID;&* ,IAHT% &ND B+*I+#%

hen communicatin( care $or)ers must remember that ser.ice users ha.e the ri(ht to say

no They are not reuired to a(ree $ith the treatment that is recommended the food that is

su((ested to 9oin in the acti.ity that is happenin( and the .ie$s and opinions that are bein(

e4pressed & ser.ice user has the ri(ht to comp"ain if they fee" they are bein( forced into

doin( or a(reein( to somethin( that is a(ainst the be"iefs or opinions

&n e4amp"e of this in a hospita" $ou"d be a doctor su((estin( treatment for ser.ice users

They must consider be"ief of the ser.ice user #or e4amp"e Geho.ahs itness do not be"ie.ein b"ood transfusions Therefore they ha.e the ri(ht to refuse the treatment recommended

This can support communication because theyre (i.en the information they need to ma)e

their decision to accept the treatment But it can inhibit communication because the doctors

$i"" need to respect the decision of the ser.ice user

In a nursery chi"dren can p"ay $ith any toy they $ant to The nursery nurses need to ensure

that theyre inc"usi.e of di.ersity #or e4amp"e nursery nurses are no$ reuired to "et

chi"dren p"ay $ith any toys that they $ant Aender stereotypin( of toys is not a""o$ed This

supports communication because chi"dren are not bein( raised to .ie$ thin(s as a product for

a specific (ender This can prepare their chi"d for their adu"t ro"e so that they do notdiscriminate in the $or)p"ace and to sho$ inc"usion of a"" (enders in their day to day 9obs

#or e4amp"e (ir"s ta)in( up 9obs in en(ineerin( If (ir"s are a""o$ed to p"ay $ith en(ineerin(

toys this $i"" sho$ boys and (ir"s that it is o)ay for (ir"s to $or) in this fie"d and this .ie$

$i"" be carried into adu"thood

In a nursin( home for the e"der"y ser.ice users ha.e the ri(ht to eat the food that meets their

dietary reuirements This may be because of preference medica" needs or re"i(ious

reuirements The ser.ice user has the ri(ht to say no to the food offered by the care $or)er

This can support communication because the ser.ice user $i"" ha.e an open choice into $hat

they $ant to eat and fee" "ess pressured by the practitioner But it can a"so inhibit

communication because if they are forced to eat somethin( they dont "i)e they $ont $ant

to communicate $ith the care $or)er

FACTORS WHICH CAN SUPPORT AND INHIBIT COMMUINCATION

Communication can be inf"uenced positi.e"y and ne(ati.e"y by a .ariety of factors n some

occasions if the factor has a ne(ati.e impact on communication it can inhibit the

communication +.en if the information is seen or heard it can sti"" be misunderstood

because of these other factors



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-%ITININA

%eatin( arran(ement and positionin( is an important factor to consider $hen communicatin(

$ith others -ositionin( bet$een care $or)ers and ser.ice users $i"" depend upon the

purpose of communication ta)in( p"ace

In an informa" interaction bet$een t$o peop"e sittin( ne4t to each other $ith the care $or)er

mirrorin( the body "an(ua(e of the ser.ice user $i"" support communication &n e4amp"e in a

nursery is the practitioner $i"" use an informa" interaction $hen a chi"d is upset They $i""

come do$n the chi"ds "e.e" and mirror their body "an(ua(e This supports communication

because it estab"ishes a connection bet$een the chi"d and practitioner This can a"so inhibit

communication because the chi"d may fee" patronied by the practitioner and fee" un$i""in(

to te"" them $hy theyre upset

In a forma" situation an appropriate settin( $i"" be reuired This $i"" in.o".e ha.in( a tab"eat a hi(her "e.e" $ith chairs p"aced near but on different sides of the tab"e &n e4amp"e of

this in a hospita" $ou"d be a socia" $or)er discussin( the care needs of a ser.ice user $ith a

doctor These practitioners $i"" sit around a hi(h tab"e across from each other to e4chan(e

ideas of the needs of the ser.ice user This $i"" support communication because it maintains a

professiona" atmosphere and )eeps focus on the serious nature of the con.ersation This can

a"so inhibit communication because it can ma)e practitioners fee" uncomfortab"e and

intimidated in this professiona" settin(

If communication is ta)in( p"ace to a "ar(er audience a "ecture theatre "ayout $i"" be more

appropriate In a socia" care settin( a "ecture theatre "ayout $i"" be used for trainin( purposessuch as first aid This $i"" be carried out by e4perienced care $or)ers to ne$ care $or)ers

This $i"" support communication because ne$ care $or)ers $i"" (ain ad.ice and methods

from e4perienced practitioners The "ayout $i"" support communication because eye contact

can be made $ith e.erybody in the (roup This ma)es e.erybody fee" en(a(ed and .a"ued so

they fee" more "i)e"y to contribute to the session It cou"d a"so inhibit communication because

not e.erybody $i"" fee" inc"uded or comfortab"e in the session because the (roup may be

"ar(e and there may be more dominant peop"e in the (roup and uiet peop"e $ont contribute

to the discussion

+TIN&*

+motiona" factors can contribute to ho$ a ser.ice user $i"" .ie$ and respond to situations

+motion can create barriers $hen communicatin( These emotions mi(ht ma)e a ser.ice user

"ess "i)e"y to discuss their opinions or acti.e"y "isten to the practitioners

In a hospita" a ser.ice user mi(ht fee" fear about an upcomin( procedure This can support

communication because it can a"ert the indi.idua" usin( the ser.ice and stimu"ate a response

It can a"so inhibit communication because it cou"d cause an indi.idua" usin( ser.ices to

become $ithdra$n and stop respondin(



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In a residentia" home for the e"der"y happiness can empo$er a ser.ice user It can support

communication because it can he"p ser.ice users see thin(s from another perspecti.e and

"oo) for the (ood thin(s in a situation It can inhibit communication because some indi.idua"s

$i"" ma)e a biased 9ud(ement as they $i"" not see the ne(ati.e factors in.o".ed

In a nursery se"f8esteem can he"p a chi"d It can support communication if a chi"d is

confident This $i"" ma)e the chi"d $ant to try ne$ thin(s It can a"so inhibit communication

because a chi"d can "ac) confidence and fee" an4ious about chan(in( their routine and tryin(

ne$ thin(s

%-&C+

%pacin( can inf"uence ho$ effecti.e the communication is $ith peop"e +ye contact $i"" need

to be made $ith each person in.o".ed $ithin an interaction and to ensure that e.eryone can

see and hear a"" those in.o".ed %er.ice users $ou"d not "i)e to be too c"ose to another personnor too far a$ay +ach $i"" $ant to )no$ that they $i"" ha.e their o$n space and that the

pro4imity is appropriate The care $or)er $i"" need to p"an their seatin( arran(ements

carefu""y so a"" these factors are considered

In a residentia" home for the e"der"y ser.ice users may need a separate room to pre.ent the

spread of diseases This can support communication because it $i"" further stop the spread of

diseases and ensure a"" ser.ice users are )ept $e"" The spacin( in the separate room $i"" need

to be carefu""y considered If the room is too sma"" the ser.ice user may fee" c"austrophobic

This can inhibit communication because the ser.ice user $i"" fee" an4ious and become .ery

a(itated

-ersona" space is .ery important in care $or) & care $or)er $ho assumes it is o)ay to enter

a ser.ice users persona" space $ithout as)in( of e4p"ainin( may be seen as bein( rude or

dominatin( by the ser.ice user &n e4amp"e of this in a hospita" $ou"d be a curtain

surroundin( the bed to respect the ser.ice users pri.acy The practitioner i"" need to stand on

the other side of the curtain and as) if theyre a""o$ed to enter This support communication

because the ser.ice user $i"" fee" respected and $i"" $ant to communicate $ith the

practitioner If not done it can inhibit communication because the ser.ice user $i"" .ie$ that

the practitioner in.aded their persona" space and this $i"" cause a brea)do$n in trust to

happen

-ositionin( needs to be p"anned so that face to face contact can happen In the ;? standin(

or sittin( eye to eye can send a messa(e of bein( sincere or forma" But it can a"so been seen

a confrontationa" and threatenin( & s"i(ht an("e may create a more forma" re"a4ed and

friend"y approach &n e4amp"e of this in a counse""in( session $ou"d be sittin( at an an("e

This supports communication because it ma)es the ser.ice user fee" more comfortab"e and

re"a4ed It can a"so inhibit communication because the ser.ice user mi(ht not ta)e the

situation serious"y due to the more re"a4ed atmosphere



14/51


*IAHTINA

*i(htin( can affect ho$ $e"" $e communicate in different settin( It can a"so chan(e the

atmosphere to ma)e ser.ice users fee" more comfortab"e &n e4amp"e of this in a hospita" is

the care $or)er attemptin( to ta)e do$n persona" history The "i(htin( $i"" need to be fu"" sothe note ta)er can accurate"y record the information This can support communication

because the note ta)er $i"" )no$ the information theyre $ritin( is "e(ib"e and c"ear This can

a"so inhibit communication because bri(ht "i(htin( can ma)e it difficu"t to "oo) at the paper

This can cause eye strain to occur from starin( at the paper

!+NTI*&TIN

The temperature of a room can affect ho$ ser.ice users and practitioners abi"ity to

communicate &n e4amp"e of this in a residentia" home for the e"der"y is the ser.ice users

room bein( too $arm This can support communication because the ser.ice user $i"" fee"

comfortab"e and coy in the room But it can a"so inhibit communication because it can cause

the ser.ice user to fee" s"eep and dreary If the room is too co"d it can inhibit communication

because the ser.ice user $i"" be un"i)e"y to concentrate The room needs to be $e"" .enti"ated

to promote concentration and pre.ent "oss of interest

%-+CI&* N++D%

The use of Brai""e British %i(n *an(ua(e a)aton and interpreters can support a ser.ice

users needs hen communicatin( $ith ser.ice users $ho ha.e specia" needs its importantto face the ser.ice user so they can see the practitioners e4pression and "ips if they ha.e a

hearin( prob"em They a"so need to spea) c"ear"y not spea) too fast use "an(ua(e that is

appropriate to the ser.ice user pause to a""o$ the ser.ice user to respond and if necessary

use aids to support communication

&n e4amp"e in a hospita" $ou"d be British %i(n *an(ua(e can be used to support a deaf

ser.ice user The practitioner $i"" need to face the ser.ice user so they can understand the

actions This can support communication because the ser.ice user $i"" be ab"e to c"ear"y

understand and respond to the practitioner The on"y factor that inhibit communication is

$hen adeuate support is not pro.ided to support ser.ice users needs



15/51


A01 BIBLIOGRAPHY

Books

1 &n(e"a #isher Caro" B"ac)more %tuart c)ie ary ,i"ey %tephen %eamons

arion Ty"er >2'12@ Applied AS Health and Social Care 4ford ;ni.ersity -ress

;nited ?in(dom >,e.ised +dition@

2 ar) a"sh -au" %tephens ,ichard Cha"oner >2''5@ AS Health and Social Care

Harper Co""ins -ub"ishers ;nited ?in(dom

Websites

1 Definition of Communication

http:77$$$o4forddictionariescom7definition7en("ish7communication

&ccessed: 3'7'07152 http:77$$$daffodi"snurserycom7partnership8$ith8parents7c.J

&ccessed: 1'71'715

3 http:77$$$betterhea"th.ic(o.au7BHC!27bhcartic"esnsf7pa(es7Brai""e

&ccessed: 167'0715

/ http:77$$$british8si(ncou)7bs"8british8si(n8"an(ua(e7$hat8is8british8si(n8"an(ua(e7

&ccessed: 167'0715

5 http:77$$$)$intessentia"cou)7trans"ation7artic"es7interpreter8trans"atorshtm"

&ccessed: 167'0715

6 https:77$$$ma)atonor(7abouta)aton7

&ccessed: 167'0715


http://www.oxforddictionaries.com/definition/english/communicationhttp://www.daffodilsnursery.com/#!partnership-with-parents/cvz7http://www.betterhealth.vic.gov.au/BHCV2/bhcarticles.nsf/pages/Braillehttp://www.british-sign.co.uk/bsl-british-sign-language/what-is-british-sign-language/http://www.kwintessential.co.uk/translation/articles/interpreter-translators.htmlhttps://www.makaton.org/aboutMakaton/http://www.daffodilsnursery.com/#!partnership-with-parents/cvz7http://www.betterhealth.vic.gov.au/BHCV2/bhcarticles.nsf/pages/Braillehttp://www.british-sign.co.uk/bsl-british-sign-language/what-is-british-sign-language/http://www.kwintessential.co.uk/translation/articles/interpreter-translators.htmlhttps://www.makaton.org/aboutMakaton/http://www.oxforddictionaries.com/definition/english/communication


16/51


&'2Communication %)i""s



17/51


BACKGROUND INFORMATION

This report $i"" in.esti(ate communication s)i""s used by practitioners The practitioner that

$i"" be co.ered in the report is a hea"thcare assistant at the ,i.in(ton !ie$ Nursin( home inHor$ich ,i.in(ton !ie$ Nursin( home pro.ides care for the e"der"y and the infirm for

short or "on( term care It is a"so desi(ned to care for those con.a"escin( after an i""ness the

disab"ed peop"e and e.en the termina""y i"" patients needin( nursin( care ,i.in(ton !ie$ can

ser.e up to 33 patients $ithin the home ther practitioners that $or) $ithin the nursin(

home are hea"thcare assistants care mana(ers (enera" practitioners n occasion other

practitioners such as physiotherapists podiatry and occupationa" therapists may $or) $ithin

the home

The ro"e of a hea"th care assistant can inc"ude he"pin( patients to $ash sho$er or dress

ser.in( food or he"pin( peop"e eat ma)in( and chan(in( beds turnin( patients $ho are

confined to bed to a.oid pressure sores ta")in( to patients to he"p them fee" "ess an4ious

he"pin( patients to mo.e around if they find it difficu"t (i.in( out and co""ectin( bedpans

he"pin( patients to the toi"et ma)in( sure the home is tidy )eepin( supp"ies and euipment in

order ta)in( and recordin( obser.ations such as temperature pu"se and breathin(

>$$$nationa"careersser.icedirect(o.u) @

& hea"thcare assistant $ou"d use a .ariety of different communication s)i""s $hen carryin(

out their day8to8day tas)s The hea"thcare assistant $ou"d use a one8to8one forma" interaction

$hen ta")in( to a ser.ice user about the current issues surroundin( their hea"th & one8to8oneinteraction is used to maintain confidentia"ity about information that other indi.idua"s do not

need to )no$ The purpose of this interaction is to e4chan(e information to a""o$ the

practitioner to (ain an understandin( of the ser.ice users hea"th By carryin( out this

interaction any hea"th issues can be identified and other practitioners cou"d be brou(ht into

the interaction to ma)e amendments to offer ad.ice on the indi.idua"s "ifesty"e or

medication This $ou"d support the ser.ice user because their needs are bein( assessed to

impro.e their hea"th and ua"ity of "ife This interaction $ou"d a"so benefit the practitioner

because theyre ab"e to meet the needs of the ser.ice user and pro.ide ua"ity care The

practitioner $ou"d use this interaction to bui"d a professiona" re"ationship $ith the ser.ice

user by (ainin( understandin( and )no$"ed(e on the ser.ice users condition so they can

pro.ide adeuate support This $ou"d ma)e the ser.ice user fee" .a"ued and more "i)e"y to

communicate $ith any other issues theyre facin( The hea"thcare assistant $i"" need to be

cautious of any inhibitin( factors $hich cou"d ma)e the ser.ice user fee" comfortab"e and

un"i)e"y to disc"ose information


http://www.nationalcareersservice.direct.gov.uk/http://www.nationalcareersservice.direct.gov.uk/


18/51


19/51


To promote indi.idua" ri(hts and be"iefs the practitioner $i"" need to be $ary of the tone they

use to ensure they do not patronise ser.ice users and protect their di(nity Confidentia"ity can

be maintained by usin( a uiet tone to a.oid peop"e from o.erhearin( To promote eua"ity

and di.ersity the hea"th care assistant must use a tone appropriate to their indi.idua" needs

The ser.ice user has a ri(ht to be spo)en to in a tone appropriate to them &n e4amp"e of this$ou"d be a hea"th care assistant usin( a "o$ tone $hen de"i.erin( bad ne$s to a ser.ice user

& hi(h tone $ou"d not be appropriate because it can communicate e4citement $hich

$ou"dnt be appropriate in this situation The "o$ tone can communicate fee"in(s of re(ret

and (ui"t This communicates to the ser.ice user that the practitioner is understandin( of their

situation and ma)es them more "i)e"y to interact $ith each other

This s)i"" cou"d ha.e a positi.e effect on the interaction because the ser.ice user $i"" fee" that

their fee"in(s after bein( ta)en into consideration #or e4amp"e if the ser.ice user sounded

upset in their tone of .oice the practitioner cou"d ad9ust their tone "o$er to match the tone of

the ser.ice user This re"atabi"ity can sho$ that the practitioner is understandin( of their fee"in(s and their more "i)e"y to disc"ose further information &"thou(h some ser.ice users

may fee" patronised by the tone of .oice bein( chan(ed in certain situations #or e4amp"e if

the practitioner used a $arm tone of .oice $hen the ser.ice user is upset the ser.ice user

may fee" that the practitioner is demeanin( them

C*&,I#FINA

& communication s)i"" used by a hea"thcare assistant is c"arifyin( C"arifyin( in a hea"th and

socia" care settin( means a practitioner see)in( to ma)e somethin( c"ear that the ser.ice has

said durin( the interaction This communication s)i"" may be used if the ser.ice user may

ha.e been spea)in( in a mudd"ed $ay or if they ha.e combined se.era" facts that dont ma)e

sense to(ether The practitioner $ishes to be comp"ete"y c"ear about the $ishes of the ser.ice

user by usin( c"arification

& hea"th care assistant can carry out a one8to8one forma" interaction &n e4amp"e of this in a

hospita" $ou"d be ta)in( and recordin( obser.ations such as temperature pu"se and

breathin( The hea"thcare assistant $ou"d need to (i.e c"ear instructions on the procedures

that are (oin( to happen The practitioner $i"" need to as) the ser.ice user a c"osed uestion

such as K&m I ri(ht in understandin( that you smo)eLM $hen obtainin( information thatcou"d affect the resu"ts of the obser.ation The ser.ice user $i"" respond $ith a monosy""abic

ans$er This ensures that the correct information is bein( recei.ed and the impact of this is

noted on the obser.ation The ser.ice user $i"" fee" reco(nised as an indi.idua" because

theyre bein( as)ed uestions $hich cou"d specifica""y impact their resu"ts This can he"p

bui"d professiona" re"ationships because the accuracy of information is paramount in this

interaction The hea"thcare assistant $i"" need to maintain confidentia"ity about the e4tra

information that is obtained

& hea"thcare assistant can carry out a one8to8one informa" interaction &n e4amp"e of this in a

nursin( home $ou"d be ta")in( to patients to he"p them fee" "ess an4ious The hea"thcareassistant $i"" discuss the thou(hts and emotions that the ser.ice user is current"y fee"in( &



20/51


ser.ice user may spea) in a mudd"ed $ay and the hea"thcare assistant may not be ab"e to

c"ear"y understand $hat is bein( said The hea"thcare assistant can ma)e thin(s c"ear about

$hat has been said by as)in( for e4amp"e KHa.e I understood correct"y that you ha.e been

e4periencin( "o$ se"f8moodLM This uestion (i.es the hea"thcare assistant the opportunity to

(et c"arification on $hat has been said By as)in( this uestion the ser.ice user fee"s that thehea"thcare assistant is ta)in( an interest in their care and $i"" be more "i)e"y to disc"ose

information about their fee"in(s a(ain to the hea"thcare assistant This s)i"" $ou"d benefit the

practitioner because theyre ab"e to chec) that the information theyre "istenin( to is correct

and (i.e the appropriate support to the ser.ice user This s)i"" can he"p to bui"d professiona"

re"ationships throu(h ta)in( the time to de.e"op trust and understandin( bet$een those

in.o".ed

& hea"thcare assistant may $ish to ma)e the $ishes of the ser.ice user abso"ute"y c"ear This

can be discussed in a forma" one8to8one interaction This interaction cou"d ta)e p"ace in a

hospita" $hen discussin( a ser.ice users $ishes before they die The hea"thcare assistantcou"d discuss any medica" $ishes and funera" arran(ements The hea"thcare assistant cou"d

as) a uestion such as Ha.e I understood correct"y that you $ish to pass a$ay at homeL

This uestion c"arifies the ser.ice users $ish and ensures that a correct understandin( has

been made This benefits the ser.ice user because it (i.es them a second opportunity to ma)e

a fina" decision about $here they $ou"d "i)e to die The practitioner can be benefitted throu(h

bein( (i.en c"arity on $hat the ser.ice user $ants and ensure that they can meet a"" the

ser.ice users $ishes This he"ps to bui"d professiona" re"ationships because the practitioner is

sho$in( respect to the ser.ice user by as)in( about their "ast $ishes and chec)in( to ma)e

sure theyre correct

C"arifyin( supports the care .a"ues C"arifyin( promotes eua"ity and di.ersity because it

sho$s acceptance of dia"ect difference in "an(ua(e by see)in( confirmation about $hat

somebody has said #or e4amp"e if the hea"thcare assistant as)s a ser.ice user $ith a

different accent to c"arifyin( information this can sho$ that the practitioner accepts the

different accent and $ants to ensure that the correct information is bein( understood &"so it

sho$s that the practitioner is not stereotypin( about $hat a ser.ice user may or may not ha.e

said The hea"thcare assistant must ensure that they maintain confidentia"ity $hen c"arifyin(

information $ith the ser.ice user This can be achie.ed by ta)in( them to another room to

(uarantee that peop"e $ont o.er hear and a need to )no$ basis it maintained %ince the practitioner is discussin( information that shou"d be confidentia" the practitioner must spea)

$ith a "o$ tone of .oice to ensure that nobody o.erhears & trust $i"" bui"d up bet$een the

practitioner and ser.ice user so accurate information $i"" be (i.en by the ser.ice user

Indi.idua" ri(hts and be"iefs can be promoted because the ser.ice user does not ha.e to a(ree

$ith the .ie$s and opinions that are bein( e4pressed by the hea"thcare assistant

This s)i"" $i"" ha.e a positi.e effect on the interaction because the hea"thcare assistant $ishes

to be abso"ute"y c"ear about the indi.idua"s $ishes This can he"p bui"d successfu"

professiona" re"ationships because the accuracy of the information is bein( ta)en serious"y

and is paramount to the interaction But it cou"d a"so ha.e a ne(ati.e effect because the



21/51


ser.ice user may fee" that the hea"thcare assistant is proper"y "istenin( to them because the

practitioner )eeps as)in( for c"arification on information



22/51


+F+ CNT&CT

& communication s)i"" that can be used in this interaction is eye contact Direct eye contact

$ith a person can in some situations enhance the effecti.eness of an interaction and in others

it can inhibit communication In estern cu"tures direct eye contact is reco(nised as a $ay of

con.eyin( interest in a con.ersation The "istener can use direct eye contact as an indication

that theyre the centra" focus of the con.ersation and that en.ironmenta" factors such as noise

and other con.ersations are e4c"uded &"thou(h hea"thcare assistants shou"d be $ary of $hen

they use direct eye contact In some cu"tures direct eye contact may be considered to be rude

Hea"thcare assistants shou"d a.oid doin( direct eye contact to peop"e of these cu"tures

because it may offend them The hea"thcare assistant must be a$are of boundaries of $hat is

acceptab"e to the ser.ice users in the hospita"

& hea"thcare assistant can carry out forma" (roup interactions This cou"d be carried out$hen assistin( a practitioner in treatin( a ser.ice user The hea"thcare assistant $i"" interact

$ith the ser.ice user throu(hout the interaction to ensure that theyre a$are of $hats

happenin( in the situation $hi"st a"so interactin( $ith the practitioner by fo""o$in( their

instructions The purpose of this interaction is for the hea"thcare assistant to obtain

information to assist in carryin( out the treatment The hea"thcare assistant shou"d use

appropriate eye contact dependent on the ser.ice users needs to sho$ en(a(ement $hen

(i.in( information on $hat is happenin( in the treatment &"so it $i"" sho$ the practitioner

$ho is "eadin( the treatment the hea"thcare assistant is understandin( the information that is

bein( (i.en This he"ps bui"d professiona" re"ationships because an effecti.e use of s)i""s is

bein( used to ma)e a ser.ice user fee" as comfortab"e as possib"e & hea"th care assistant

needs to be a$are that ha.in( direct eye contact $ith a person can in some instances enhance

a con.ersation and in others inhibit communication Dependent on the cu"ture of the

indi.idua" it may or may not be acceptab"e to use eye contact In $estern cu"tures it can be a

$ay of con.eyin( interest in a con.ersation so it $ou"d be considered acceptab"e to use eye

contact in this situation Ho$e.er in some countries it can be consider rude and it shou"d be

a.oided #or e4amp"e in &sian cu"ture its rude and disrespectfu" to use eye contact and not

usin( it doesnt not mean that a person is not payin( attention omen may especia""y

a.oid eye contact $ith men because it can be ta)en as a si(n of se4ua" interest The hea"thcare

assistant needs to be a$are of $hat is and $hat is not acceptab"e to the c"ients in the settin( in$hich they $or) #or e4amp"e it $ou"d be unacceptab"e for the hea"thcare assistant to use

eye contact $ith an &sian indi.idua" because its considered rude in their cu"ture If the

hea"thcare assistant used eye contact durin( their interaction it can cause the indi.idua" to

fee" uncomfortab"e and may be hesitant about (oin( to the ser.ice a(ain

+ye contact can support the care .a"ues +ye contact promotes eua"ity and di.ersity because

appropriate use is bein( determined by a mu"ti8cu"tura" approach #or e4amp"e not usin(

direct eye contact $ith a ser.ice user $hose cu"ture finds eye contact rude Its important that

the hea"thcare assistant considers this to be respectfu" of cu"tura" .a"ues Not usin( eye

contact in this situation $ou"d ma)e the ser.ice user fee" comfortab"e and $ou"d be more

"i)e"y to access the ser.ice a(ain because theyre respected for their be"iefs +ye contact can



23/51


24/51


-%ITININA

& communication s)i"" used by hea"thcare assistants is positionin( The positionin( of a care

$or)er can ensure that the person bein( communicated $ith fee"s comfortab"e and has their

o$n space *eanin( s"i(ht"y to$ards the ser.ice user can be used to con.ey interest but

"eanin( too far other the ser.ice user can cause them to fee" intimidated Indi.idua"s "i)e to

ha.e their o$n space around them and others shou"d not in.ade this persona" space This is

)no$n as positi.e positionin( If a care $or)er is e4chan(in( persona" information they may

sit .ery c"ose the other person $ith $hom they are spea)in( $ith But on the other hand if

theyre ta")in( (enera""y distance cou"d support communication better

&n e4amp"e of this cou"d be $hen a hea"thcare assistant is carryin( out an informa" (roup

interaction such as entertainin( ser.ice users in the "on(ue room The hea"thcare assistant $i""

entertain ser.ice users $ithin the home to he"p them fee" more comfortab"e and en9oy "i.in(in the home It can a"so be used to he"p ser.ice users socia"ise easier The hea"thcare assistant

must consider positionin( $hen carryin( out this interaction The hea"thcare assistant must

ensure that they carefu""y choose their positionin( $ith ser.ice users so they fee" comfortab"e

at a"" times &ppropriate positionin( for this type of interaction $ou"d be a "itt"e bit of

distance This ensures that ser.ice users do not fee" that their persona" space is bein( in.aded

since its on"y a (enera" interaction This can bui"d professiona" re"ationships because it

sho$s respect to one another by not in.adin( each others persona" space The position used

by the hea"th care assistant ensures that the person $ho the hea"th care assistant is

communicatin( $ith fee"s comfortab"e and has their o$n space #or e4amp"e if the hea"thcare

assistant sits too c"ose to the ser.ice user they cou"d fee" intimidated by the hea"thcare

assistant in.adin( their person space This $ou"d cause the ser.ice user to fee" uncomfortab"e

and disen(a(e from the interaction The hea"thcare assistant shou"d (i.e the ser.ice user their

o$n persona" space therefore ma)in( the ser.icer user more "i)e"y to communicate open"y

*eanin( s"i(ht"y to$ards the ser.ice user can con.ey interest but "eanin( too far for$ard can

intimidate them

-ositionin( can support the care .a"ues -ositionin( can promote eua"ity and di.ersity

because the hea"thcare assistant cou"d position themse".es in correspondence to the needs of

the ser.ice user #or e4amp"e a ser.ice user $ith hearin( impairments may need the practitioner to sit c"oser to ma)e it easier to hear $hat the practitioner is sayin( This $i""

he"p the practitioner to fee" .a"ued because the practitioner is ta)in( measures to impro.e

communication in the interaction &"so it can promote eua"ity and di.ersity my promotin(

the ser.ice users di(nity by not ma)in( them fee" intimidated by standin( too far o.er them

& ser.ice user $ith a menta" i""ness may fee" intimidated if the practitioner stands too far o.er

them This $i"" cause the ser.ice user to fee" uncomfortab"e and disen(a(e from the

interaction This cou"d mean that ser.ice user misses .ita" input and can cause unnecessary

stress -ositionin( can maintain confidentia"ity The hea"thcare assistant cou"d position them

c"oser to a ser.ice user $hen discussin( confidentia" medica" resu"ts This means that the

hea"thcare assistant cou"d use uieter tones $hen discussin( $ith the ser.ice user and

communicate to others that the con.ersation is pri.ate -ositionin( can be used to promote



25/51


26/51


A02 BIBLIOGRAPHY

Books




2

Websites

1 http:77$$$nhscareersnhsu)7e4p"ore8by8career7$ider8hea"thcare8team7careers8in8

the8$ider8hea"thcare8team7c"inica"8support8staff7hea"thcare8assistant7

&ccessed: 2171'72'15

2 https:77nationa"careersser.icedirect(o.u)7ad.ice7p"annin(79obprofi"es7-a(es7hea"thcareassistantasp4

&ccessed: 2171'72'15

3 http:77$$$ruhnhsu)7proudtobeanurse7documents7GobdescriptionHC&Band2

(enericpdf

&ccessed: 2/71'72'15

/ http:77$$$nhsu)7%er.ices7hospita"s7%er.ices7%er.ice7Defau"t!ie$asp4LidO6'5

&ccessed: 2/71'72'15

5 http:77ri.in(ton.ie$com7r.7inde4htm

&ccessed: '171172'15

6 http:77hea"th.ermont(o.7fami"y7too")it7too"sP5C#86P2'Cu"tura"P2'Differences

P2'inP2'Non.erba"P2'Communicpdf

&ccessed: 2'7'/72'16


http://www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-in-the-wider-healthcare-team/clinical-support-staff/healthcare-assistant/http://www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-in-the-wider-healthcare-team/clinical-support-staff/healthcare-assistant/https://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/healthcareassistant.aspxhttps://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/healthcareassistant.aspxhttp://www.ruh.nhs.uk/proudtobeanurse/documents/Job_description_HCA_Band_2_generic.pdfhttp://www.ruh.nhs.uk/proudtobeanurse/documents/Job_description_HCA_Band_2_generic.pdfhttp://www.nhs.uk/Services/hospitals/Services/Service/DefaultView.aspx?id=605http://rivingtonview.com/rv/index.htmhttp://healthvermont.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences%20in%20Nonverbal%20Communic.pdfhttp://healthvermont.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences%20in%20Nonverbal%20Communic.pdfhttp://www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-in-the-wider-healthcare-team/clinical-support-staff/healthcare-assistant/http://www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-in-the-wider-healthcare-team/clinical-support-staff/healthcare-assistant/https://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/healthcareassistant.aspxhttps://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/healthcareassistant.aspxhttp://www.ruh.nhs.uk/proudtobeanurse/documents/Job_description_HCA_Band_2_generic.pdfhttp://www.ruh.nhs.uk/proudtobeanurse/documents/Job_description_HCA_Band_2_generic.pdfhttp://www.nhs.uk/Services/hospitals/Services/Service/DefaultView.aspx?id=605http://rivingtonview.com/rv/index.htmhttp://healthvermont.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences%20in%20Nonverbal%20Communic.pdfhttp://healthvermont.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences%20in%20Nonverbal%20Communic.pdf


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&'3Theories of Communication



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SOLER THEORY OF COMMUNICATION

The %*+, theory of communication pro.ides hea"th care assistant $ith (uidance on ho$ to

effecti.e"y to communicate $ith ser.ice users This theory $as created by Aerard +(an in106 %*+, is an acronym for communication s)i""s that a practitioner shou"d use $hen

discussin( sensiti.e information $ith a ser.ice user %*+, means sittin( attenti.e"y at an

an("e open posture "eanin( for$ard eye contact and re"a4ed body "an(ua(e %*+, theory

can be .a"ue $hen he"pin( another person %*+, theory can ma)e ser.ice users fee" cared

for and that theyre in.o".ed in $hat is (oin( on and fee" respected and understood

ithin the main content acti.e "istenin( $i"" be essentia" and f"e4ibi"ity $i"" be needed

&cti.e "istenin( in.o".es tryin( to understand the meanin( of the $ords bein( used by the

ser.ice user and the conte4t the information ori(inates from &cti.e "istenin( can de.e"op an

interaction $ith a ser.ice user that he"ps to identify rea" issues and to pro.ide a meanin(fu"dia"o(ue $hen e4chan(in( information Three different "e.e"s ha.e been identified at $hich

an indi.idua" can "isten -artia" "istenin( is $here some of $hat the ser.ice user has said

re(isters $ith understandin( on the recei.er This often termed as *e.e" 1 "istenin( e""8

tuned in "istenin( is $here the ma9ority of $hat is bein( said is accepted and understood by

the "istener This often )no$n as *e.e" 2 "istenin( A"oba" "istenin( is $here the recei.er is

ab"e to identify fu""y $ith the person spea)in( and has estab"ished empathy and con(ruence

This is often )no$n as *e.e" 3 "istenin(

& hea"thcare assistant $ou"d use the %*+, theory of communication $hen communicatin(

$ith ser.ice users -art of the theory pro.ides (uidance on sittin( attenti.e"y at an an("e This

$i"" in.o".e sittin( face to face $ith the ser.ice user This sho$s that the hea"thcare assistant

is en(a(in( interested and acti.e"y "istenin( to the ser.ice user But the practitioner may need

to ad9ust their positionin( to best suit the ser.ice users needs &n e4amp"e of this $ou"d be a

hea"thcare assistant ta")in( to a patient to he"p them fee" "ess an4ious The practitioner cou"d

turn their shou"ders a$ay s"i(ht"y to dispe" any fee"in(s of intimidation But the practitioner

must )eep suare on face contact to sho$ that they are sti"" interested in the ser.ice user

%ittin( attenti.e"y at an an("e can he"p moti.ate a ser.ice user and to (ain an insi(ht into the

issues bein( stated

-art of the %*+, theory of communication pro.ides (uidance on ha.in( an open posture It

su((ests that the hea"thcare assistant shou"d not be sittin( or standin( $ith their arms fo"ded

across their chest This is because it cou"d si(na" to the ser.ice user that theyre defensi.e or

that they are an4ious If the hea"thcare assistant has an open posture then the ser.ice user

may fee" more inc"ined to e"aborate on their concerns & hea"th care assistant $ou"d use open

posture $hen ta)in( and recordin( obser.ations such as temperature pu"se and breathin(

The hea"thcare assistant $ou"d need to ensure that they dont cross their arms to maintain

openness $hen interactin( pen posture a""o$s the ser.ice user to spea) free"y and open"y

because they $i"" fee" a sense of ease to$ards the hea"thcare assistant It $i"" a"so he"p the

indi.idua" reach satisfactory outcomes because they fee" ab"e to be honest $ith the practitioner This $i"" ensure that the resu"ts are accurate



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&nother part of the %*+, theory of communication pro.ides (uidance on "eanin( for$ard

This part of the theory states that practitioners shou"d "ean for$ard $hen communicatin( $ith

a person usin( the ser.ice This sho$s an interest in $hat the person is ta")in( about It is

possib"e that the person may discuss persona" issues and may spea) in a "o$er or uieter tone

of .oice In addition it cou"d be used to con.ey a messa(e in a uitter tone of .oice if the practitioner is seated in a pub"ic en.ironment & hea"thcare assistant $ou"d use "eanin(

for$ard $hen participatin( in re(u"ar $ard meetin(s By doin( this it $i"" sho$ that the

hea"thcare assistant has a (enuine sense of care and interest in the standards of the $ard It

$i"" a"so sho$ understandin( $hen other practitioners in the $ard are discussin( their

opinions on the $ard *eanin( for$ard enab"es indi.idua"s to spea) free"y and open"y

because they $i"" fee" that their interests are bein( understood

-art of the theory (i.e (uidance on usin( eye contact appropriate"y The theory state that eye

contact is important for demonstratin( that the practitioners are interested and focuses on the

messa(es that the person usin( the ser.ice is con.eyin( -ractitioners can a"so de.e"op asense of the persons emotiona" state by ma)in( eye contact This $i"" enab"e the practitioner

to the 9ud(e the e4tent to $hich the person may be e4periencin( difficu"t & hea"thcare

assistant $ou"d use eye contact $hen turnin( patients $ho are confined to bed to a.oid

pressure sores The hea"thcare assistant $ou"d use to eye contact to determine if the ser.ice

user is e4periencin( pain in bed This $i"" be used as an indication that the ser.ice user needs

turnin( in bed +ye contact a""o$s the practitioner to (ain an insi(ht into the issues that are

bein( stated by the ser.ice user

The fina" part of %*+, theory of communication (i.es (uidance on re"a4ed body "an(ua(e

,e"a4ed body "an(ua(e $ou"d be used to con.ey to a ser.ice user that theyre not in a rush

This $i"" enab"e the person to de.e"op their responses to uestions in their o$n time If a

practitioner is fid(etin( it can communicate any an4iety to the ser.ice user This $i"" cause

the ser.ice user to fee" that you are not interested in the messa(es bein( discussed It cou"d

a"so cause the ser.ice user to fee" the tension bein( fe"t by the practitioner & hea"thcare

assistant $ou"d use re"a4ed body "an(ua(e $hen discussin( if a patient needs he"p

mobi"isin( They $ou"d use re"a4ed body "an(ua(e to he"p the ser.ice user fee" that they

dont ha.e to (i.e a uic) response $hen as)ed if they need he"p mo.in( ,e"a4ed body

"an(ua(e can he"p the ser.ice user so".e prob"ems because they are ab"e to ta)e their time to

ma)e the ri(ht decision for themse".es

%*+, theory of communication can benefit a person usin( the ser.ice because they $i""

fee" that theyre bein( "istened to by the practitioner and $i"" be ab"e to de.e"op a c"ose

re"ationship $ith the practitioner This $i"" he"p bui"d professiona" re"ationship bet$een the

ser.ice user and practitioner because they $i"" fee" that they are cared about Due to this

re"ationship it $i"" more "i)e"y he"p the ser.ice user ha.e a speedy reco.ery from i""ness

because the carer $i"" be ab"e to identify issues that they e4perience This $i"" he"p ser.ice

users fee" more positi.e about as)in( for he"p if they fee" that they $i"" recei.e assistance in a

non89ud(menta" and producti.e manner



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%*+, a"so ho"ds benefits to practitioners as $e"" It can assist them in understandin( the

needs of a person usin( the ser.ice This can he"p practitioners effecti.e"y address the needs

of the person usin( the ser.ice and re.ie$ care p"ans more effecti.e"y They can use the s)i""s

out"ined to e"aborate on any concerns that they may ha.e about the ser.ice user This may

enab"e the practitioner and ser.ice user to de.e"op a more meanin(fu" re"ationship

If a practitioner does not use effecti.e communication it can ha.e ne(ati.e effects on the

person usin( the ser.ice It cou"d "ea.e them fee"in( iso"ated and disempo$ered %er.ice

users many fee" resistant to comp"y $ith their care p"an if they fee" that they did not ha.e a

part in desi(nin( it This $ou"d "ead to a deterioration in the ser.ice users hea"th7$e""8bein(

because they do not fee" "i)e they ha.e to fo""o$ the ad.ice of the practitioners They do not

understand the conseuences of not fo""o$in( the ad.ice Theres a"so a ris) of harm to

themse".es or others if they fee" that they are not bein( supported or "istened to



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THE COMMUNICATION CYCLE

The communication cyc"e $as su((ested in 1065 by Char"es Berner and $as modified in

10J2 The communication cyc"e $as created in order for us to understand $hy and ho$effecti.e communication happens +ffecti.e communication in.o".es a t$o8$ay process in

$hich each person tries to understand the .ie$point of the other person Communication is a

cyc"e because $hen t$o peop"e communicate they need to chec) that their ideas ha.e been

understood *oo)in( at this theory practitioners can chec) $here $e are doin( somethin(

ri(ht or $ron( in our communication s)i""s (Stretch and Whitehouse, 2010

Chec)in( that information has been understood in both the practitioner and ser.ice user is a

si(n of (ood communication -ractitioners shou"d put $hat the ser.ice user has said into their

o$n $ords to sho$ that they ha.e been "istenin( hen t$o peop"e "isten to each other it

creates a cyc"e of shared understandin( ca""ed the communication cyc"e

The sta(es of the communication cyc"e are out"ined in the dia(ram be"o$:

The hea"thcare assistant uses the communication cyc"e $hen ta")in( to ser.ice users to he"p

them fee" "ess an4ious The ser.ice user cou"d be fee"in( an4ious about mo.in( into the

home The first sta(e of the communication cyc"e is ideas occurs In this situation the

hea"thcare assistant $i"" notice that a ser.ice user is .isib"y upset7an4ious The practitioner

$i"" $ant to comfort the ser.ice user and he"p them fee" at ease about their $orries The

hea"thcare assistant $i"" $ant to meet the ser.ice users safety and security needs as sho$n in

as"o$s Hierarchy of Needs

The ne4t sta(e is messa(ed coded The practitioner $i"" try to understand the fee"in(s of the

ser.ice user The ser.ice user in this situation $i"" be fee"in( scared and an4ious about



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mo.in( into the home The hea"thcare assistant must maintain an open body "an(ua(e to

pre.ent the ser.ice user from fee"in( intimidated &ppropriate eye contact shou"d be used to

en(a(e the ser.ice user and bui"d trust bet$een the practitioner and ser.ice user &n informa"

.erba" interaction may be used at first to bui"d trust and ma)e the practitioner seem on the

same "e.e" as the ser.ice user The hea"thcare assistant must sho$ empathy $hen interactin( because it sho$s that theyre ab"e to put themse".es in the same situation as the ser.ice user

It $i"" a""o$ the practitioner to understand ho$ the ser.ice user is fee"in( and understand

thin(s from their perspecti.e

The ne4t sta(e is messa(e sent The practitioner $i"" be(in $ith an informa" con.ersation to

he"p the ser.ice user fee" at ease The hea"thcare assistant $i"" introduce themse".es by sayin(

he""o and as)in( ho$ the ser.ice user is fee"in( This $i"" he"p the hea"thcare assistant to

understand the fee"in(s of the ser.ice user and $i"" c"arify the practitioners assumptions on

their fee"in(s The practitioner $i"" be ab"e to use the information they (ather from this

uestion to meet the indi.idua"s needs The hea"thcare assistant can then (i.e the ser.iceuser more information about the ro"es $ithin the home the support they offer and the

acti.ities that ta)e p"ace This $i"" empo$er the ser.ice user because they are bein( (i.en the

information to ta)e contro" of their condition

The ne4t sta(e of the communication cyc"e is messa(e recei.ed The hea"thcare assistant $i""

be "oo)in( to disco.er if a ser.ice user has been "istenin( to them by "oo)in( out for factors

in the ser.ice users communication s)i""s The emotiona" factor of fear in the ser.ice user

may support or inhibit the interaction bet$een themse".es and the hea"thcare assistant #ear

may cause the ser.ice user to be a"ert and stimu"ate response This can be sho$n if the

ser.ice user can maintain eye contact this $i"" sho$ that theyre "istenin( &"so if the ser.ice

user nods $hi"st "istenin( to the information this can a"so so understandin( and that theyre

"istenin(

The ne4t sta(e of the cyc"e is messa(e decoded The hea"thcare assistant in this situation

$ou"d be usin( a ca"min( tone This $i"" be used to comfort the ser.ice users fee"in(s of

an4iety & ca"min( tone can indicate the safety in a situation and sho$ the ser.ice user that

they ha.e nothin( to fee" $orried about &t this sta(e the safety and security needs as sho$n

in as"o$s hierarchy of needs shou"d ha.e been estab"ished

The fina" sta(e of the communication cyc"e is messa(e understood If the ser.ice user is ab"eto reca"" and c"arify the information that has been communicated it $i"" sho$ that they.e

been "istenin( and understood the information bein( said &"so if the ser.ice user is ab"e to

as) uestions about the home this $i"" sho$ that the ser.ice user is more comfortab"e and is

understandin( information that has a"ready been discussed If the practitioner is ab"e to as)

uestions to the ser.ice user this $i"" communicate that they both understand each other and

they )no$ the same information

The communication cyc"e cou"d be inhibited by the information (ettin( throu(h but the

understandin( is distorted This $ou"d be caused by the ser.ice users

emotiona"7psycho"o(ica" barriers such as an4iety depression and an(er These emotiona"

factors can cause the ser.ice user to hear the information but not understand the information



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bein( discussed This can "ead to the ser.ice user ha.in( a "ac) of understandin(

+motiona"7psycho"o(ica" barriers cou"d be o.ercome if the hea"thcare assistant sho$s

empathy to$ards the ser.ice user This $ou"d in.o".e the hea"thcare assistant puttin(

themse".es in the thou(hts of the ser.ice user so they can comp"ete"y understand $hat theyre

(oin( throu(h This can he"p the practitioner to understand ho$ to approach the situation

+ffecti.e communication may be impacted by the information not be recei.in( by the other

person The other person may not be ab"e to hear the information bein( discussed due to hear

or bac)(round noise This can cause the indi.idua" to mishear the information bein(

discussed and can impact on the information they ha.e understood This cou"d cause further

an4iety about the situation theyre in because they fee" "i)e they dont confident"y )no$ $hat

situation theyre in bac)(round noise cou"d be a.oided by ta)in( the ser.ice user into a

separate room This cou"d a"so he"p maintain confidentia"ity because other peop"e $i"" not be

ab"e to hear $hat is bein( discussed

+ffecti.e communication cou"d be inhibited by information bein( recei.ed but not

understood correct"y This cou"d happen if the hea"thcare assistant uses 9ar(on that the ser.ice

user doesnt understand This can ha.e an impact on the ser.ice user because they may .ie$

the situation as bein( more serious than it actua""y is due to 9ar(on bein( used The

hea"thcare assistant must chec) that the ser.ice user understands e.erythin( that is bein( said

and as) if they ha.e any uestions at the end of the interaction



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A03 BIBLIOGRAPHY

Books




2. Aerard +(an >2'13@ The Skilled Helper: A Problem-Management and Opportunity-

e!elopment Approach to Helping Cen(a(e *earnin( ;nited ?in(dom >1'th +dition@

3 Nei" oonie >2''5@ "C# AS $e!el Health and Social Care Single A%ard &ook

Heinemann ;nited ?in(dom >1st +dition@

/ %tretch Bery" hitehouse ary >2'1'@ &T#C $e!el ' Health and Social CareQ-earsonQ Areat Britain

Websites

1 &rtic"e ut"oo) 2'12 Soler Theory 2'13@ rom SO$# to S/#T0 )or e))ecti!e non-!erbal communication

Nurse +ducation in -ractice !olume. ,, >issue 6@ pp 305 R 30

#ideos

1 +rnest Cedi""o >2'1/@ The Skilled-Helper Model by "erard #gan e+planation.


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&'/Interaction $ith a -ractitioner



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PLANNING

The interaction $i"" in.o".e the hea"thcare assistant an obser.er and myse"f The interaction

$i"" be one to one bet$een the practitioner and myse"f I $i"" be as)in( the practitionersuestion on ho$ they use communication in their ro"e The obser.er $i"" $itness the

interaction for communication s)i""s that I use $hen communicatin( $ith the practitioner &n

informa" interaction $i"" be used at the be(innin( of the interaction to he"p the practitioner

fee" "ess an4ious $hen ans$erin( uestions about their 9ob ro"e hen as)in( the uestions a

forma" conte4t $i"" be used to communicate that the situation is serious and to a""o$ the

practitioner to thin) deep"y about their responses The interaction $i"" "ast appro4imate"y 15

minutes This (i.es enou(h time for them to (i.e detai"ed responses but not fee" o.erpo$ered

by the "en(th of time theyre e4pect to ans$er uestions for The interaction $i"" ta)e p"ace at

the practitioners home The interaction $i"" ta)e p"ace here after (i.in( the practitioner the

option of the settin( in $hich they $ou"d fee" most comfortab"e to be inter.ie$ed This

promotes the practitioners indi.idua" ri(hts and be"iefs The interaction $i"" ta)e p"ace around

the tab"e in the dinin( room of the practitioner This is been arran(ed to create a forma"

atmosphere to the interaction This settin( has a"so been appro.ed by the practitioner and they

$i"" fee" comfortab"e bein( inter.ie$ed there & .ariety of uestions $i"" be prepared for the

interaction $ith the practitioner >&ppendi4 1@ Different uestion types such as open and

ratin( sca"e uestions $i"" be used The ratin( sca"e uestions $i"" (i.e me a more accurate

ans$er instead of a yes or no ans$er It a""o$s the practitioner to add more depth to their

ans$er by sho$in( the importance of $hat theyre sayin( I $i"" be carefu" not to use too

many c"osed uestions because the practitioner $i"" fee" burdened and they $i"" not be ab"e tofu""y e4p"ain ho$ they use the communication s)i""s in their settin( pen uestions $i""

a""o$ the hea"th care assistant to (i.e an e4tended ans$er and a""o$ them to respond more

open"y and fee" re"a4ed #eedbac) $i"" be obtained from the practitioner and the obser.er

throu(h the $itness sheets and they $i"" rate me on a sca"e of 185 9ud(in( on body "an(ua(e

>(estures@ facia" e4pressions tone of .oice and posture >&ppendi4 2@ This $i"" he"p me to

identify $hich communication s)i""s I need to impro.e on and $i"" he"p me to de.e"op the

s)i""s that I use Confidentia"ity $i"" be maintained throu(hout my interaction and any

information discussed durin( the interaction $i"" on"y be inc"uded in my report $hich $i""

on"y be seen by my teacher the e4aminer and myse"f The practitioner does not need todisc"ose their name if they do not $ish to and this ri(ht $i"" be uphe"d This promotes their

indi.idua" ri(hts and be"iefs by $ishin( to stay anonymous in my report

;%+ # TH+,I+% IN F INT+,&CTIN

I $i"" use %*+, theory of communication $hen interactin( $ith my practitioner I $i"" sit

attenti.e"y at an an("e $hen carryin( out my interaction This $i"" he"p to dispe" any fee"in(s

of intimidation and he"p the hea"thcare assistant fee" "ess an4ious $hen ans$erin( uestions I

$i"" maintain an open posture This enab"es the practitioner to spea) free"y and open"y about

their 9ob ro"e This can empo$er the hea"thcare assistant to fee" that their in.o".ement in theinteraction is $e"come and that no 9ud(ements are bein( made I $i"" "ean for$ard $hen



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as)in( my inter.ie$ uestions to sho$ an interest in $hat theyre about to say This $i"" he"p

the practitioner fee" that theyre bein( heard and understood This $i"" insti"" further ease onto

the practitioner I $i"" maintain eye contact $ith the practitioner to sho$ interest in $hat

theyre sayin( I $i"" .ary the eye contact $ith the practitioner to a.oid fee"in(s of

intimidation and $i"" a""o$ the practitioner to spea) free"y and open"y I $i"" a"so use re"a4ed body "an(ua(e to sho$ an interest in $hat the practitioner is sayin( &"" e"ements of this

theory $i"" ma)e the practitioner fee" more comfortab"e $hen interactin( and $i"" increase

the effecti.eness of the interaction

+N!I,N+NT&* #&CT,%

The dinin( room $i"" be prepared $ith considerations of en.ironment factors that cou"d

inhibit the effecti.ity of the inter.ie$ The practitioner "i.es in a fami"y home so I $ou"d

need to as) other fami"y members in the house not to come into the room for around 15

minutes $hi"st the interaction ta)es p"ace & si(n $i"" a"so be p"aced on the door sayin( Donot disturb This $i"" stop any disturbances from happenin( durin( the interaction The f"o$

of con.ersation cou"d be interrupted $hich ma)e the practitioner cou"d fee" "ess confident

$hen ans$erin( the rest of the uestions This promote the care .a"ue of maintainin(

confidentia"ity The door $i"" a"so be c"osed to stop noise from enterin( the room This $i""

stop distraction from happenin( This $i"" a"so maintain confidentia"ity because peop"e

outside the room $i"" not be ab"e to hear $hat is bein( discussed This $i"" he"p the

practitioner fee" more open about ans$erin( uestions about their 9ob because they"" fee" "i)e

theyre performance in their 9ob is not bein( 9ud(ed by others $ho do not need to )no$

Aood "i(htin( conditions $i"" be needed in the dinin( room This $i"" support the f"o$ of ta") because direct eye contact $i"" be made and $e $i"" be ab"e to see each other It $i"" a"so

ma)e it easier to fi"" in the $itness statements at the end of the interaction The "i(htin(

cannot be too bri(ht because it $i"" ma)e it difficu"t to "oo) at the paper This can cause eye

strain to occur from starin( at the paper &n appropriate temperature $i"" be used the

interaction The room $i"" ha.e the temperature at 21oC This temperature $i"" be

comfortab"e a"" peop"e in.o".ed in the interaction If the room is too $arm it can cause the

peop"e in the room to fee" s"eepy and dreary This $i"" inhibit ho$ $e"" the practitioner $i""

be ab"e to ans$er the uestions and cou"d cause them to (i.e shorter ans$ers If the room is

too co"d it cou"d cause the peop"e in the room to find it difficu"t to concentrate and cou"d

interrupt the f"o$ of ta")

&I% &ND BG+CTI!+%

I $i"" p"an an aim for my interaction to estab"ish a c"ear focus of $hat $i"" be discussed in the

inter.ie$ The aim $i"" a"so a.oid $astin( time $ith irre"e.ant uestions b9ecti.es ha.e

been created to sho$ $hat I $ant to achie.e durin( my interaction $ith a practitioner The

ob9ecti.es set out $i"" be measureab"e and achie.ab"e so the most can be achie.ed out of the

interaction The ob9ecti.es $i"" be time"y so that the practitioner is not o.er$he"med by the

amount of ob9ecti.es Im tryin( to achie.e



38/51


&I

The aim of my interaction to carry out an inter.ie$ $hich can effecti.e"y obtain and

e4chan(e ideas about effecti.e communication $ith a hea"th care assistant

BG+CTI!+%

• r(anise an interaction $ith a hea"thcare assistant

• -repare uestions for the hea"thcare assistant $hich uestions the communication

s)i""s they use in their 9ob ro"e

• Consider en.ironmenta" issues that cou"d inhibit the f"o$ of con.ersation in the

interaction

• &s) peop"e in.o".ed in the interaction to comp"ete $itness statements

C;*T;,&* I%%;+%

I $i"" consider any cu"tura" issues that cou"d inhibit the interaction $ith the hea"th care

assistant I $i"" not patronise the ser.ice user $ith irre"e.ant uestions to their education and

understandin( of their 9ob ro"e Confidentia"ity is an issue that I $i"" need to consider $hen

carryin( out my interaction The Data -rotection &ct ma)es confidentia"ity a "e(a"

reuirement I $i"" as) the practitioner if they $ish to be named in my report If not I $i""

respect their $ishes and use a fa)e name instead to protect their identity This $i"" he"p

maintain confidentia"ity of the practitioner I $i"" e4p"ain to the practitioner $ho the

information $i"" be sho$n to I $i"" chec) if this is o)ay $ith them to promote indi.idua"

ri(hts and be"iefs

%T&A+% # TH+ INT+,&CTIN

hen p"annin( the interaction I $i"" consider three sta(es The first sta(e is the introduction

In the introduction I $i"" brief the practitioner and the obser.er on their ro"e $ithin the

interaction I $i"" a"so as) to set up the room to stop any en.ironmenta" factors from

inhibitin( communication The introduction $i"" fu""y prepare e.erybody for $hat is (oin( to

happen in the interaction In the main contact and discussion I $i"" as) the practitioner the

uestions I ha.e prepared in my p"annin( These uestions $i"" meet the aim I ha.e created to

ma4imise ho$ effecti.e the interaction is The fina" sta(e of my interaction is ref"ection and

$indin( up I $i"" chec) the notes I ha.e recorded to ma)e sure I ha.e inc"uded e.erythin(

the practitioner has said This $i"" ma)e sure that I can inc"ude a"" the .ie$s of the

practitioner in my $or) and inc"ude as much as I can in my report I $i"" a"so as) the

practitioner and obser.er to comp"ete the $itness statements to 9ud(e the communication

s)i""s I use $hen interactin( This $i"" a""o$ me to ref"ect on the communication s)i""s I ha.e

used and sho$ me ho$ I cou"d de.e"op my s)i""s I $i"" than) the practitioner for their time

to sho$ respect to$ards the practitioner for (i.in( me time to comp"ete the inter.ie$



39/51


SCRIPT FOR INTERACTION WITH A PRACTITIONER

INT,D;CTIN

I $i"" arri.e at the hea"thcare assistants house and informa""y (reet them I ha.e )no$n the

practitioner for a "on( time so it $ou"dnt be appropriate to e4tend my hand for a hand sha)e

because I ha.e met the practitioner pre.ious"y I $i"" a"so introduce the obser.er to the

practitioner and e4p"ain their ro"e in the interaction I $i"" chec) if theyre comfortab"e $ith

an obser.er $atchin( the interaction I $i"" try to reassure the practitioner as best as possib"e

that the obser.er $i"" no$ share any information discussed in the room I $i"" as) if its o)ay

to set up the dinin( room ready for the interaction to ta)e p"ace If they a(ree I $i"" (o into

the room and set up the seatin( arran(ements nce this is comp"eted I $i"" approach the

practitioner and the obser.er and as) if they $ou"d "i)e to come into room and sit do$n

I $i"" use facia" e4pression and body "an(ua(e s)i""s to (ain a connection $ith the

practitioner I $i"" "ean s"i(ht"y for$ard This $i"" he"p dispe" any fee"in(s of intimidation but

I $i"" need to ensure that my face is suare on to the other practitioner This is so the

practitioner can see any facia" e4pressions I sho$ I $i"" use a $arm smi"e to sho$ $armth

and friendship $ith the practitioner I $i"" maintain eye contact $hen ta")in( to the

practitioner to sho$ interest $hen communicatin(

$e% He""o Than)s for meetin( me for this interaction

$e% This is S and they $i"" be obser.in( the interaction on the s)i""s I use $hencommunicatin( Theyre not here to 9ud(e you but to obser.e the communication s)i""s I use

$hen carryin( out this inter.ie$ Is this o)ay $ith youL

$e% Is it o)ay $ith you if I set up the dinin( room for the interactionL

$e% Than)s I $i"" come to (et you $hen Im ready

$e% I ha.e finished settin( up the room ou"d you "i)e to come in and ta)e a seatL

$e% Im (oin( to as) you some uestions about the communication s)i""s you use $hen

youre $or)in(

$e% -"ease can you "oo) at ho$ I use communication s)i""s such as (estures facia"

e4pressions tone of .oice and posture $hen carryin( out the interaction Fou $i"" need to

comp"ete a $itness statement at the end if this is o)ay $ith youL

$e% &re you ready to ans$er the uestionsL

$e% Aood *ets be(in



40/51


&IN CNT+NT &ND DI%C;%%IN

Durin( this part of the interaction I $i"" $ant to as) the practitioner the uestions I prepared

durin( my p"annin(

$e% Ho$ $ou"d you ensure that you use appropriate eye contact $hen interactin( $ith a

ser.ice userL

$e% n a sca"e of one to ten ho$ important $ou"d you say communication is in your 9ob

ro"eL

$e% Ho$ $ou"d you maintain confidentia"ity $hen interactin( $ith a ser.ice user around

other peop"eL

$e% hich types of communication do you use in your 9ob ro"eL

$e% Do you fee" you can effecti.e"y communicate $ith your type of communication usedL

$e% Ho$ $ou"d you promote eua"ity and di.ersity in your 9ob ro"eL

$e% hen $ou"d you use re"a4ed body "an(ua(e $hen interactin( $ith a ser.ice userL

$e% Do you fee" you cou"d use specia" methods confident"y $hen interactin( $ith a ser.ice

user $ith indi.idua" needsL

$e% Ho$ $ou"d you )no$ if a ser.ice user has understood $hat you ha.e saidL

$e% Ho$ do you fee" that open posture $i"" benefit the ser.ice userL

,+#*+CTIN &N

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F911 Communication Report

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