F911 Communication Report

F911: Communication in
Care Settings
By
Nathan Harrison
Candidate Number: 5526
Centre Number: 32115
Nathan Harrison
CONTENTS
Introduction
A01
Different Types Of Communication
Values Of Care
Factors which can Support and Inhibit Communication
A01 Bibliography
A02
Background Information
Communication Skills
A02 Bibliography
A03
SOLER Theory Of Communication
The Communication Cycle
A03 Bibliography
A04
Planning
Script for Interaction with a Practitioner
Evaluation
A04 Bibliography
Appendices
F911 Communication in Care Settings
Page 1 of 51
Nathan Harrison
INTRODUCTION
In A01 of this report, it will describe the different types of communication. Communication is
the imparting or exchanging of information by speaking, writing, or using another medium.
This means that we share and exchange information in different ways, such as written, oral,
computerised and special methods. These methods of communication are used by two or
more people who have a common aim but could also have conflicting points of view. These
types of communication can be carried out in interactions between service users and
practitioners. It can also be completed by interactions between professionals. Also, this report
will explore how service users can feel valued and supported from the use of different types
of communication to suit their needs. Factors that support and inhibit communication, such as
care values, promoting equality and diversity and maintaining confidentiality.
In A02 of this report, it will describe the communication skills used by a healthcare assistant.
People who work in health and social care settings need to be able to communicate with other
practitioners, people who use services and their relatives properly. This can be achieved by
using the appropriate communication skills. This report will explore the use of
communication skills in formal/informal group and one-to-one interactions. It will also
consider the purpose of the interaction, the people involved and how to build a professional
relationship with people who use these services.
In the A03 of the report, two theories of communications that can be used to help professional
care workers to support communication will be explored. The two theories that will be
explored in this report are the Communication Cycle and SOLER theory of communication.
These theories will be applied to the job role of a healthcare assistant and this report will
explore any negative effects of using these theories.
In A04 of this report, an interaction will be carried out with a healthcare assistant. The aim of
this interaction is to discover how a healthcare assistant uses communication skills in their
day-to-day tasks. The interaction will be planned and detailed in this report. I will evaluate
my interaction on how effective it was and any reflections that could be made.
Page 2 of 51
Nathan Harrison
A01
Types of Communication
Values of Care
Factors that Support and Inhibit
Communication
DIFFERENT TYPES OF COMMUINCATION
For this section, this report will describe the different types of communication used in a care
setting:
ORAL COMMUINCATION
Oral communication is having a meaningful conversation with someone [and] requires the
development of skills and social co-ordination. The purpose of this communication is to give
and receive information and also to exchange ideas. (Fisher, Blackmore, McKie, Riley,
Stephen Seamons and Tyler, 2012).
Giving and obtaining information is important because the information must be correct and
accurate to be used effectively. If the incorrect information is given, the person acquiring the
information will be misinformed and this could potentially lead to serious consequences such
as wrong treatment and a breach of confidentiality. An example of this would be a child with
Page 3 of 51
Nathan Harrison
an allergy in a nursery. Certain foods could trigger an allergy and could potentially be life
threatening. The nursery nurse would need to ensure that this is noted on the childs notes and
that the correct medication is being carried in case of an allergic reaction.
Making a connection puts service users at ease. This can be achieved by showing a genuine
interest in the service user and applies at any time the practitioner is giving or receiving the
information. Service users from different cultures need to be shown that we value their
diversity. Practitioners need to be open about what we are trying to achieve and encourage the
service user to do the same. An example of this in a childrens residential home would be a
care worker getting to know a young person in their care. This would build good working
relationships with the young person.
In a hospital, oral communication can be used to give the service user information a
procedure that is going to happen. This makes the service user feel more comfortable and
shows that the practitioner has knowledge in what they are doing. The practitioner should ask
the service user if he/she has any questions to allow them to voice their concerns. This values
and supports the service user because they will feel listened to and reassured. Appropriate eye
contact should also be used to engage the service user. This would support the
communication between the service user and practitioner because it indicates to the service
user that theyre the central focus of the conversation.
In a nursery, oral communication can be used to obtain information from parents about how
their child has been that day. This makes parents feel more involved with the childs
transition in nursery. This communication values and supports service users because it shows
parents that the child is recognized as an individual and their well-being is being actively
cared for. The practitioner needs to smile during this interaction to show a positive attitude.
This also encourages parents to communicate with the practitioner.
In a residential home for the elderly, the care worker would exchange information when
asking a service user how they are feeling today. The care worker would also questions to the
service user about how they are and the service user will respond. This allows the practitioner
to adjust their communication skills to suit the needs of the service user. This will support
communication because the service user will feel that their well-being is in the interests of the
practitioner. The service user will feel that they are being cared for and aided if a problem
arises.
WRITTEN COMMUNICATION
Written communication is used in all health, social and early years settings. The accuracy of
written information is important. Examples of written communication are menus, reports,
noticeboards, prescriptions, past and current medical files. Inaccuracies in the information
that has been written could lead to severe consequences such as wrong treatment. Inaccurate
or misleading written records could lead in inappropriate actions, failure to act, complaints
and litigation. The information being written needs to be clear, accurate and legible to avoid
inaccuracies.
Page 4 of 51
Nathan Harrison
In a health care setting, the community nurse would write a care plan with the service user.
This will involve making a care plan with the service user. This will involve making goals
and achieve outcomes with the service user to help control their condition from home. This
empowers the service user because they can take control of their own life. This encourages
the service user to take control from the comforts of their home and maintain their
independence. The care plan allows the service user to recognize downfalls to independently
intervene by following the care plan. This allows the service user to advocate their own
health and well-being. The care plan will be viewed by the service users GP, nurse or social
worker. This is because all these people will be involved in the care of the service user. The
writing must be clear so these practitioners can all make sense of the information and provide
the correct care is provided to the service user. If the information is unclear, the practitioner
wont be able to meet the needs of the service user and will unsure of what treatment to give
to them. If wrong treatment is given, this could result in legislation against the practitioner
who gave the treatment.
In a nursery, the practitioner would complete an accident slip if a child had a minor injury
whilst in the nursery. The practitioner will write information such as what/where the injury is,
where the injury took place and how the injury was treated. The parent of the child will be
asked to sign the slip to show that they acknowledged the slip. The slip will then be kept at
the nursery for their records. The writing on the slip must be legible so the nature of the
accident can be referred back to easily in the event that a parent makes a complaint about the
incident. If the written information is illegible, it can result in confusion or uncertainty of
what actually happened. Inappropriate actions may take place and this could result in
complaints or litigation against the nursery or practitioners within the nursery. This values
and supports parents because they are reassured that their childrens accidents are being
recorded. This can also support children because if the accident happened as problem with the
nursery, changes can be made.
In a residential home for the elderly, care workers would use written communication to
monitor medical records and review past and current medical files. Its important that the
writing in these files and legible and clear so they can be interpreted by other practitioners in
the care of the service user. If the writing is not clear, the wrong treatment or diagnosis could
be given. This makes the service user feel like they are an asset to the service because the
care worker is taking the time to record their condition and that other practitioners will be
able to review what has been written.
COMPUTERISED COMMUINCATION
Computerised communication has developed into a significant form of communication in

health, social and early years settings. Examples of computerised communication are
internet, text messages and emails.
An example of this in a maternity unit would be an ultrasound can being used to monitor an
unborn baby, diagnose a condition, or guide a surgeon during certain procedures. If a problem
does arise, internal networking methods such as email will be used to pass on notes to a
Page 5 of 51
Nathan Harrison
specialist practitioner within the hospital. Internal networking can insure that the correct
information is passed through the hospital easily through computerised methods. The
information can be seen by the practitioner instantly and can improve wait times for referrals.
This will make the service user feel valued and supported because the mother and baby are
getting the help they need. External networking will be used to give the GP and the midwife
information on the baby. This puts the mother at ease because all practitioners involved in her
care are made aware of the situation and the correct treatment can be given to her if a
problem arises.
In a residential nursing home for the elderly, computerized medical records will be used by
practitioners on any new medication given to the service user. This reassures the service user
that their medical information is being logged and that all practitioners involved in their care
are made aware of all these changes.
In a nursery, the practitioner will send SMS text messages to parents appealing for spare
clothes if in the case, their child has an accident. This makes the parents feel more
comfortable that the nursery nurses are ready prepared for all situations with their child and
that theyre being adequately cared for. Text messages are an easy way to contact parents and
messages can be sent instantly to the parents phone. This can be a quick way of interacting
with parents if they needed to be contacted in a not so important situation.
SPECIAL METHODS OF COMMUINCATION
Special methods is used in all health, social and early years settings to provide for service
users who have special needs when communicating. Special needs can include difficulty in
hearing or deafness, poor eye-sight or blindness and language difficulty. The main methods of
support are Braille, Makaton, British Sign Language and Interpreters.
Braille is a combination of raised dots that can be felt with a finger. This provides people who
have poor eye sight or blindness an opportunity to read independently using the sense of
touch. Braille was first introduced by Richard Barille in 1829. People who have limited
vision or who are blind, the system gives these people to the opportunity to independently
read and write as it is based on touch. Braille can be extremely useful to individuals who use
services when reading leaflets and handouts which give service users information on their
treatment, and to read books and magazines to satisfy their intellectual needs. Braille can be
used in a doctors surgery for patients who have difficulty reading. These patients will suffer
from blindness and large print will no longer support their needs. Information about patients
appointments can be sent to the service user in a braille format so they can understand when
their appointment is. Braille can value and support a service user because steps are being
taken to address the needs of a service user. This can promote the service users equality and
diversity because theyre being given individual help and assistance so they have equal
access to the service.
British Sign Language is a visual source of communicating using gestures, facial expression,
and body language. British Sign Language is used mainly by people who are deaf or have
Page 6 of 51
Nathan Harrison
hearing impairments. BSL has its own grammatical structure and arrangement, as a language
it is not dependent or strongly related to spoken English. British Sign Language can be used
in a residential home for children. The child will be deaf or have very severe hearing
impairments. A social worker will communicate with a deaf child using British Sign
Language alongside facial and body language to further communicate emotions. The
practitioner and service user will need to be facing each other to use the method of
communication. This can value and support service users because they are able to
communicate face-to-face with a practitioner with ease through sign language. This gives the
service user an opportunity to explain their situation and have a conversation with the
practitioner about how theyre feeling and any problems they have.
Interpreters are used for service users whose first language is not English or they prefer
another language. Interpreters are used to help communicate with these service users.
Interpreters can be used in Accident and Emergency to help communicate with service users
who have injured themselves and find it difficult to communicate their problems using
English. An interpreter will be present to translate the exchange of information between the
service user and the practitioner. This can value and support individuals because the hospital
is taking steps to address the language needs of the service user so they can understand and
communicate with practitioners. This provides service user with the same opportunities to use
the service as somebody who speaks English.
Makaton is a language programme using signs and symbols to help people to communicate. It
is designed to support spoken language and the signs and symbols are used with speech, in
spoken word order. With Makaton, children and adults can communicate straight away using
signs and symbols. Many people then drop the signs or symbols naturally as they develop
speech. Makaton can be used in a private day nursery to communicate with children who are
deaf or have hearing impairments or learning difficulties. The specialised nursery nurse
would use a combination of signs and symbols to exchange conversations with a child when
sharing their choice of what food they want to eat that day. The practitioner can use the
information they gather to accommodate the choices that the child wishes to me. This can
support and value the child because theyre able to communicate with the practitioner and
theyre understood. Makaton gives the child the ability to share thoughts, choices and
emotions and take part in activities like other children in the nursery.
VALUES OF CARE
Care values were created from human rights. These are values that people hold that enable
service users to become empowered and to be in control of their own lives. Empowerment
means allowing a service user to take control of their own lives. We can enable service users
to do this by providing them with sufficient information to allow them to make the correct
decision for them but also valuing their own opinions and views. The three main values of
care in health and social care are promoting equality and diversity, maintaining
confidentiality and promoting individual rights and beliefs. In early years, there are ten values
of care which are known as the principles in early years. These are ensuring antiF911 Communication in Care Settings
Page 7 of 51
Nathan Harrison
discrimination, maintaining confidentiality of information, being a reflective practitioner,

keeping children safe and in a health environment, fostering equality of opportunity, valuing
diversity, working in partnership with other professionals, working in partnership with
parents and families, making the welfare of a child paramount and encouraging childrens
learning and development. They underpin any form of communication whether oral, written,
computerized or special methods.
PROMOTING EQUALITY AND DIVERSITY
Promoting Equality and Diversity is a value of care. Equality means giving service users
equal access to services that meet their needs, for example communication, services and aids.
Practitioners will need to ensure that their own attitudes, opinions and beliefs are not
reflected when communicating with service users. A care workers communication needs to
be ethically sensitive, respecting cultural values, cultural practice and cultural needs. Care
settings will have anti-discrimination policies in place which will guide care workers to
communicate without discriminating against service users. This supports communication
because service users will feel comfortable communicating with the practitioner and become
empowered to take control of their condition. If not done, this can inhibit communication
because service users will feel discriminated against and not disclose information the
practitioner. Legislation has been put in place for practitioners promoting equality and
diversity. This is the Equality Act 2010.
An example of this in a hospital is a practitioner being discriminatory against a service user.
If another practitioner overheard, they would challenge the discriminatory behaviour and if
this behaviour carried on, they would report it to their manager. This supports communication
because practitioners are learning the correct way to discuss a service user without being
discriminatory. But this could also inhibit communication because it could cause conflict
between practitioners.
An example of this in a nursing home for the elderly would be celebrating religious holidays
in the home. This will celebrate the religious diversity in the home and insures that theres
full inclusion for all. This will support communication because service users are still able to
practice their faith and still celebrate these festivals/holidays despite being in the home. This
could also inhibit communication because some service users will not want to participate in
these religious holidays if they do not follow a religion or its against their religion.
In a nursery, equality and diversity can be achieved by making children aware of different
people. For example, reading a storybook that features a person with disabilities. The
practitioner will explain to the children that this is normal and this will influence children to
believe this. This supports communication because children will learn to accept these
differences and openly accept communicating with the people.
Page 8 of 51
Nathan Harrison
MAINTAINING CONFIDENTIALITY
Another care value is maintaining confidentiality. This means keep personal and private
secret. Care workers must not disclose information without the service users permission. The
information must be on a need to know basis. This helps build trust between a service user
and a care worker. Without this trust, the communication is less likely to progress between
two or more people. This involves honouring commitments and declaring conflicts of
interests. Policies that relate to ways of communication with service users must also be
followed. Service users must not be placed at unnecessary risk of worrying about information
they have been disclosed is going to be spread around the setting to other people. (Fisher,
Blackmore, McKie, Riley, Stephen Seamons and Tyler, 2012).
In a residential home for children, written communication will be internally confidential by
locking it in a filing cabinet. This supports communication because the child will feel more
likely to disclose information again because it is kept secure. This can also inhibit
communication because children wont have access to what their care workers write about
them and may feel wary about the information being recorded, making them less likely to
communicate with their care worker.
In a cancer centre, oral communication would be used to inform the family of the condition
of a service user. This would be done by taking the family members to a separate room to
discuss the situation privately. This ensures people dont over hear, avoiding a breach of
confidentiality. This supports communication because the service user knows that their
condition is not going to be discussed with anybody who needs to know. This can also inhibit
communication because it can make the family members shocked by the news and feel
anxious about what to say to the service user.
In a nursery, childrens records will be maintained computerized. The files will be encrypted
and password protected to maintain confidentiality. This supports communication because
parents will know that any details about their child are not being disclosed to anybody who
doesnt need to know. This can also inhibit communication because if the password is
forgotten or the file corrupts, this information will be lost.
In certain situations, the information disclosed to a care worker needs to be passed onto their
manager. One situation where this would take place is a significant risk of harm to a service
user. An example of this would be the service user feeling depressed or suicidal. Another
situation is the service user being abused. An example of this in a nursery would be a child
telling you that theyre being abused. This can be emotional, psychological or financially.
Another situation is a significant risk of harm to somebody else. An example of this in a
hospital is a visitor telling you that they have a knife. The final situation is a risk to a care
workers health or well-being. An example of this is a service user telling you they have a
contagious disease. Another example of this is violence being shown towards a care worker.
On this occasion, the practitioner will need to break confidentiality because the individual is
likely to harm the practitioner. Confidentiality can still be maintained because the information
will still be on a need to know basis because only people who need to know will be shared
Page 9 of 51
Nathan Harrison
with this information. The trust of service users can still be maintained because the service
user will be able to see that the practitioner has shared this in their best interests. This will
show that theyre an asset to the service because the service strives to improve the lives of
their service users.
PROMOTING INDIVIDUAL RIGHTS AND BELIEFS
When communicating, care workers must remember that service users have the right to say
no. They are not required to agree with the treatment that is recommended, the food that is
suggested, to join in the activity that is happening and the views and opinions that are being
expressed. A service user has the right to complain if they feel they are being forced into
doing or agreeing to something that is against the beliefs or opinions.
An example of this in a hospital would be a doctor suggesting treatment for service users.
They must consider belief of the service user. For example, Jehovahs Witness do not believe
in blood transfusions. Therefore, they have the right to refuse the treatment recommended.
This can support communication because theyre given the information they need to make
their decision to accept the treatment. But it can inhibit communication because the doctors
will need to respect the decision of the service user.
In a nursery, children can play with any toy they want to. The nursery nurses need to ensure
that theyre inclusive of diversity. For example, nursery nurses are now required to let
children play with any toys that they want. Gender stereotyping of toys is not allowed. This
supports communication because children are not being raised to view things as a product for
a specific gender. This can prepare their child for their adult role so that they do not
discriminate in the workplace and to show inclusion of all genders in their day to day jobs.
For example, girls taking up jobs in engineering. If girls are allowed to play with engineering
toys, this will show boys and girls that it is okay for girls to work in this field and this view
will be carried into adulthood.
In a nursing home for the elderly, service users have the right to eat the food that meets their
dietary requirements. This may be because of preference, medical needs or religious
requirements. The service user has the right to say no to the food offered by the care worker.
This can support communication because the service user will have an open choice into what
they want to eat and feel less pressured by the practitioner. But it can also inhibit
communication because if they are forced to eat something they dont like, they wont want
to communicate with the care worker.
FACTORS WHICH CAN SUPPORT AND INHIBIT COMMUINCATION
Communication can be influenced positively and negatively by a variety of factors. On some

occasions, if the factor has a negative impact on communication, it can inhibit the
communication. Even if the information is seen or heard, it can still be misunderstood
because of these other factors.
Page 10 of 51
Nathan Harrison
POSITIONING
Seating arrangement and positioning is an important factor to consider when communicating

with others. Positioning between care workers and service users will depend upon the
purpose of communication taking place.
In an informal interaction between two people, sitting next to each other, with the care worker
mirroring the body language of the service user will support communication. An example in a
nursery is, the practitioner will use an informal interaction when a child is upset. They will
come down the childs level and mirror their body language. This supports communication
because it establishes a connection between the child and practitioner. This can also inhibit
communication because the child may feel patronized by the practitioner and feel unwilling
to tell them why theyre upset.
In a formal situation, an appropriate setting will be required. This will involve having a table
at a higher level, with chairs placed near, but on different sides of the table. An example of
this in a hospital would be a social worker discussing the care needs of a service user with a
doctor. These practitioners will sit around a high table, across from each other to exchange
ideas of the needs of the service user. This will support communication because it maintains a
professional atmosphere and keeps focus on the serious nature of the conversation. This can
also inhibit communication because it can make practitioners feel uncomfortable and
intimidated in this professional setting.
If communication is taking place to a larger audience, a lecture theatre layout will be more
appropriate. In a social care setting, a lecture theatre layout will be used for training purposes
such as first aid. This will be carried out by experienced care workers to new care workers.
This will support communication because new care workers will gain advice and methods
from experienced practitioners. The layout will support communication because eye contact
can be made with everybody in the group. This makes everybody feel engaged and valued so
they feel more likely to contribute to the session. It could also inhibit communication because
not everybody will feel included or comfortable in the session because the group may be
large and there may be more dominant people in the group and quiet people wont contribute
to the discussion.
EMOTIONAL
Emotional factors can contribute to how a service user will view and respond to situations.
Emotion can create barriers when communicating. These emotions might make a service user
less likely to discuss their opinions or actively listen to the practitioners.
In a hospital, a service user might feel fear about an upcoming procedure. This can support
communication because it can alert the individual using the service and stimulate a response.
It can also inhibit communication because it could cause an individual using services to
become withdrawn and stop responding.
Page 11 of 51
Nathan Harrison
In a residential home for the elderly, happiness can empower a service user. It can support
communication because it can help service users see things from another perspective and
look for the good things in a situation. It can inhibit communication because some individuals
will make a biased judgement, as they will not see the negative factors involved.
In a nursery, self-esteem can help a child. It can support communication if a child is
confident. This will make the child want to try new things. It can also inhibit communication
because a child can lack confidence and feel anxious about changing their routine and trying
new things.
SPACE
Spacing can influence how effective the communication is with people. Eye contact will need
to be made with each person involved within an interaction and to ensure that everyone can
see and hear all those involved. Service users would not like to be too close to another person
nor too far away. Each will want to know that they will have their own space and that the
proximity is appropriate. The care worker will need to plan their seating arrangements
carefully so all these factors are considered.
In a residential home for the elderly, service users may need a separate room to prevent the
spread of diseases. This can support communication because it will further stop the spread of
diseases and ensure all service users are kept well. The spacing in the separate room will need
to be carefully considered. If the room is too small, the service user may feel claustrophobic.
This can inhibit communication because the service user will feel anxious and become very
agitated.
Personal space is very important in care work. A care worker who assumes it is okay to enter
a service users personal space without asking of explaining, may be seen as being rude or
dominating by the service user. An example of this in a hospital would be a curtain
surrounding the bed to respect the service users privacy. The practitioner ill need to stand on
the other side of the curtain and ask if theyre allowed to enter. This support communication
because the service user will feel respected and will want to communicate with the
practitioner. If not done, it can inhibit communication because the service user will view that
the practitioner invaded their personal space and this will cause a breakdown in trust to
happen.
Positioning needs to be planned so that face to face contact can happen. In the UK, standing
or sitting eye to eye can send a message of being sincere or formal. But it can also been seen
a confrontational and threatening. A slight angle may create a more formal, relaxed and
friendly approach. An example of this in a counselling session would be sitting at an angle.
This supports communication because it makes the service user feel more comfortable and
relaxed. It can also inhibit communication because the service user might not take the
situation seriously due to the more relaxed atmosphere.
Page 12 of 51
Nathan Harrison
LIGHTING
Lighting can affect how well we communicate in different setting. It can also change the
atmosphere to make service users feel more comfortable. An example of this in a hospital is
the care worker attempting to take down personal history. The lighting will need to be full so
the note taker can accurately record the information. This can support communication
because the note taker will know the information theyre writing is legible and clear. This can
also inhibit communication because bright lighting can make it difficult to look at the paper.
This can cause eye strain to occur from staring at the paper.
VENTILATION
The temperature of a room can affect how service users and practitioners ability to
communicate. An example of this in a residential home for the elderly is the service users
room being too warm. This can support communication because the service user will feel
comfortable and cozy in the room. But it can also inhibit communication because it can cause
the service user to feel sleep and dreary. If the room is too cold, it can inhibit communication
because the service user will be unlikely to concentrate. The room needs to be well ventilated
to promote concentration and prevent loss of interest.
SPECIAL NEEDS
The use of Braille, British Sign Language, Makaton and interpreters can support a service
users needs. When communicating with service users who have special needs, its important
to face the service user so they can see the practitioners expression and lips if they have a
hearing problem. They also need to speak clearly, not speak too fast, use language that is
appropriate to the service user, pause to allow the service user to respond and if necessary,
use aids to support communication.
An example in a hospital would be British Sign Language can be used to support a deaf
service user. The practitioner will need to face the service user so they can understand the
actions. This can support communication because the service user will be able to clearly
understand and respond to the practitioner. The only factor that inhibit communication is
when adequate support is not provided to support service users needs.
Page 13 of 51
Nathan Harrison
A01 BIBLIOGRAPHY
Books
1. Angela Fisher, Carol Blackmore, Stuart Mckie, Mary Riley, Stephen Seamons,
Marion Tyler (2012) Applied AS Health and Social Care, Oxford University Press.
United Kingdom (Revised Edition)
2. Mark Walsh, Paul Stephens, Richard Chaloner (2005) AS Health and Social Care,
Harper Collins Publishers, United Kingdom
Websites
1.
2.
3.
4.
5.
6.
Definition of Communication,
http://www.oxforddictionaries.com/definition/english/communication
Accessed: 30/09/15
http://www.daffodilsnursery.com/#!partnership-with-parents/cvz7
Accessed: 10/10/15
http://www.betterhealth.vic.gov.au/BHCV2/bhcarticles.nsf/pages/Braille
Accessed: 16/09/15
http://www.british-sign.co.uk/bsl-british-sign-language/what-is-british-sign-language/
Accessed: 16/09/15
http://www.kwintessential.co.uk/translation/articles/interpreter-translators.html
Accessed: 16/09/15
https://www.makaton.org/aboutMakaton/
Accessed: 16/09/15
Page 14 of 51
Nathan Harrison
A02
Communication Skills
Page 15 of 51
Nathan Harrison
BACKGROUND INFORMATION
This report will investigate communication skills used by practitioners. The practitioner that
will be covered in the report is a healthcare assistant at the Rivington View Nursing home in
Horwich. Rivington View Nursing home provides care for the elderly and the infirm, for
short or long term care. It is also designed to care for those convalescing after an illness, the
disabled people and even the terminally ill patients needing nursing care. Rivington View can
serve up to 33 patients within the home. Other practitioners that work within the nursing
home are healthcare assistants, care managers, general practitioners. On occasion, other
practitioners such as physiotherapists, podiatry and occupational therapists may work within
the home.
The role of a health care assistant can include helping patients to wash, shower or dress,
serving food or helping people eat, making and changing beds turning patients who are
confined to bed to avoid pressure sores, talking to patients to help them feel less anxious,
helping patients to move around if they find it difficult, giving out and collecting bedpans,
helping patients to the toilet, making sure the home is tidy, keeping supplies and equipment in
order, taking and recording observations such as temperature, pulse and breathing .
(www.nationalcareersservice.direct.gov.uk)
A healthcare assistant would use a variety of different communication skills when carrying
out their day-to-day tasks. The healthcare assistant would use a one-to-one formal interaction
when talking to a service user about the current issues surrounding their health. A one-to-one
interaction is used to maintain confidentiality about information that other individuals do not
need to know. The purpose of this interaction is to exchange information to allow the
practitioner to gain an understanding of the service users health. By carrying out this
interaction, any health issues can be identified and other practitioners could be brought into
the interaction to make amendments to offer advice on the individuals lifestyle or
medication. This would support the service user because their needs are being assessed to
improve their health and quality of life. This interaction would also benefit the practitioner
because theyre able to meet the needs of the service user and provide quality care. The
practitioner would use this interaction to build a professional relationship with the service
user by gaining understanding and knowledge on the service users condition so they can
provide adequate support. This would make the service user feel valued and more likely to
communicate with any other issues theyre facing. The healthcare assistant will need to be
cautious of any inhibiting factors, which could make the service user feel comfortable and
unlikely to disclose information.
Page 16 of 51
Nathan Harrison
COMMUNICATION SKILLS
TONE OF VOICE
A communication skill used by a healthcare assistant is tone of voice. The tone can reflect the
content of the conversation. If the tone is positive, this could reflect that the home is a
positive place onto the service user. The care worker will also have to consider the tone of the
service user. This can be used to indicate the service users feelings and the care worker can
use this to meet their needs. This can stop communication barriers because the feelings of
the service user will always be present through their tone. If a sharp tone is used, this can
indicate disapproval or reprimand. This could cause the service user to feel uncomfortable
and intimidated by the care worker. The way in which words are said can indicate the
practitioners feelings which can quickly be transferred to the service user.
A healthcare assistant carries out an informal one-to-one interaction. An example of this
would be talking to patients to help them feel less anxious. This interaction is an exchange of
information between the practitioner and the service user. The healthcare assistant would
comfort the service user by reassuring them that everything is going to be okay. The
healthcare assistant will use a warm and friendly tone. This will make the service user feel
invited by the care worker and make them feel at ease. The service user will feel recognised
as an individual because there worries are being noticed and theyre receiving reassurance for
them. This can help build professional relationships between the service user and healthcare
assistant because the service user is being empowered and a trust is being built between those
involved. If the healthcare assistant used a sharp tone, this would communicate disapproval
or a reprimand. This would cause the service user to feel uncomfortable and will damage the
professional relationship that the practitioner and service user have. The loss of the
professional relationship could lead to a breakdown of communication and the service user
may be unwilling to disclose any information to the practitioner. The healthcare assistant
must use a tone that is appropriate for the service users needs. For example, it would be
inappropriate for a healthcare assistant to use an aggressive tone when working with a service
user who has dementia. The appropriate tone would be a calm and warming tone to make the
service user feel more relaxed. It is important to remember that the way in which the
interaction is said can indicate a persons feelings. This can be quickly transferred to the
listener. For example, if the healthcare assistant had a low tone when talking to a service user
about a set of medical results, this could communicate bad news. This can lead to the service
user making judgements about the results before they have been discussed. Therefore,
causing stress before the interaction has took place. The healthcare assistant will need to
consider confidentiality with the information they gather unless the service user shows that
theyre at a risk of harm. This is part of the practitioners duty of care. The practitioner will
take the service user into another room and use a low tone of voice to stop people, who dont
need the information from overhearing.
Page 17 of 51
Nathan Harrison
To promote individual rights and beliefs, the practitioner will need to be wary of the tone they
use to ensure they do not patronise service users and protect their dignity. Confidentiality can
be maintained by using a quiet tone to avoid people from overhearing. To promote equality
and diversity, the health care assistant must use a tone appropriate to their individual needs.
The service user has a right to be spoken to in a tone appropriate to them. An example of this
would be a health care assistant using a low tone when delivering bad news to a service user.
A high tone would not be appropriate because it can communicate excitement, which
wouldnt be appropriate in this situation. The low tone can communicate feelings of regret
and guilt. This communicates to the service user that the practitioner is understanding of their
situation and makes them more likely to interact with each other.
This skill could have a positive effect on the interaction because the service user will feel that
their feelings after being taken into consideration. For example, if the service user sounded
upset in their tone of voice, the practitioner could adjust their tone lower to match the tone of
the service user. This relatability can show that the practitioner is understanding of their
feelings and their more likely to disclose further information. Although, some service users
may feel patronised by the tone of voice being changed in certain situations. For example, if
the practitioner used a warm tone of voice when the service user is upset, the service user
may feel that the practitioner is demeaning them.
CLARIFYING
A communication skill used by a healthcare assistant is clarifying. Clarifying in a health and

social care setting means a practitioner seeking to make something clear that the service has
said during the interaction. This communication skill may be used if the service user may
have been speaking in a muddled way or if they have combined several facts that dont make
sense together. The practitioner wishes to be completely clear about the wishes of the service
user by using clarification.
A health care assistant can carry out a one-to-one formal interaction. An example of this in a
hospital would be taking and recording observations such as temperature, pulse and
breathing. The healthcare assistant would need to give clear instructions on the procedures
that are going to happen. The practitioner will need to ask the service user a closed question
such as Am I right in understanding that you smoke? when obtaining information that
could affect the results of the observation. The service user will respond with a monosyllabic
answer. This ensures that the correct information is being received and the impact of this is
noted on the observation. The service user will feel recognised as an individual because
theyre being asked questions which could specifically impact their results. This can help
build professional relationships because the accuracy of information is paramount in this
interaction. The healthcare assistant will need to maintain confidentiality about the extra
information that is obtained.
A healthcare assistant can carry out a one-to-one informal interaction. An example of this in a
nursing home would be talking to patients to help them feel less anxious. The healthcare
assistant will discuss the thoughts and emotions that the service user is currently feeling. A
Page 18 of 51
Nathan Harrison
service user may speak in a muddled way and the healthcare assistant may not be able to
clearly understand what is being said. The healthcare assistant can make things clear about
what has been said by asking, for example Have I understood correctly that you have been
experiencing low self-mood? This question gives the healthcare assistant the opportunity to
get clarification on what has been said. By asking this question, the service user feels that the
healthcare assistant is taking an interest in their care and will be more likely to disclose
information about their feelings again to the healthcare assistant. This skill would benefit the
practitioner because theyre able to check that the information theyre listening to is correct
and give the appropriate support to the service user. This skill can help to build professional
relationships through taking the time to develop trust and understanding between those
involved.
A healthcare assistant may wish to make the wishes of the service user absolutely clear. This
can be discussed in a formal one-to-one interaction. This interaction could take place in a
hospital when discussing a service users wishes before they die. The healthcare assistant
could discuss any medical wishes and funeral arrangements. The healthcare assistant could
ask a question such as Have I understood correctly that you wish to pass away at home?
This question clarifies the service users wish and ensures that a correct understanding has
been made. This benefits the service user because it gives them a second opportunity to make
a final decision about where they would like to die. The practitioner can be benefitted through
being given clarity on what the service user wants and ensure that they can meet all the
service users wishes. This helps to build professional relationships because the practitioner is
showing respect to the service user by asking about their last wishes and checking to make
sure theyre correct.
Clarifying supports the care values. Clarifying promotes equality and diversity because it
shows acceptance of dialect difference in language by seeking confirmation about what
somebody has said. For example, if the healthcare assistant asks a service user with a
different accent to clarifying information, this can show that the practitioner accepts the
different accent and wants to ensure that the correct information is being understood. Also it
shows that the practitioner is not stereotyping about what a service user may or may not have
said. The healthcare assistant must ensure that they maintain confidentiality when clarifying
information with the service user. This can be achieved by taking them to another room to
guarantee that people wont over hear and a need to know basis it maintained. Since the
practitioner is discussing information that should be confidential, the practitioner must speak
with a low tone of voice to ensure that nobody overhears. A trust will build up between the
practitioner and service user so accurate information will be given by the service user.
Individual rights and beliefs can be promoted because the service user does not have to agree
with the views and opinions that are being expressed by the healthcare assistant.
This skill will have a positive effect on the interaction because the healthcare assistant wishes
to be absolutely clear about the individuals wishes. This can help build successful
professional relationships because the accuracy of the information is being taken seriously
and is paramount to the interaction. But it could also have a negative effect because the
Page 19 of 51
Nathan Harrison
service user may feel that the healthcare assistant is properly listening to them because the
practitioner keeps asking for clarification on information.
Page 20 of 51
Nathan Harrison
EYE CONTACT
A communication skill that can be used in this interaction is eye contact. Direct eye contact
with a person can in some situations enhance the effectiveness of an interaction, and in others
it can inhibit communication. In Western cultures, direct eye contact is recognised as a way of
conveying interest in a conversation. The listener can use direct eye contact as an indication
that theyre the central focus of the conversation and that environmental factors, such as noise
and other conversations are excluded. Although, healthcare assistants should be wary of when
they use direct eye contact. In some cultures, direct eye contact may be considered to be rude.
Healthcare assistants should avoid doing direct eye contact to people of these cultures
because it may offend them. The healthcare assistant must be aware of boundaries of what is
acceptable to the service users in the hospital.
A healthcare assistant can carry out formal group interactions. This could be carried out
when assisting a practitioner in treating a service user. The healthcare assistant will interact
with the service user throughout the interaction to ensure that theyre aware of whats
happening in the situation whilst also interacting with the practitioner by following their
instructions. The purpose of this interaction is for the healthcare assistant to obtain
information to assist in carrying out the treatment. The healthcare assistant should use
appropriate eye contact, dependent on the service users needs, to show engagement when
giving information on what is happening in the treatment. Also, it will show the practitioner,
who is leading the treatment, the healthcare assistant is understanding the information that is
being given. This helps build professional relationships because an effective use of skills is
being used to make a service user feel as comfortable as possible. A health care assistant
needs to be aware that having direct eye contact with a person can in some instances enhance
a conversation and in others inhibit communication. Dependent on the culture of the
individual, it may or may not be acceptable to use eye contact. In western cultures, it can be a
way of conveying interest in a conversation, so it would be considered acceptable to use eye
contact in this situation. However, in some countries it can be consider rude and it should be
avoided. For example in Asian culture, its rude and disrespectful to use eye contact and not
using it doesnt not mean that a person is not paying attention. Women may especially
avoid eye contact with men because it can be taken as a sign of sexual interest. The healthcare
assistant needs to be aware of what is and what is not acceptable to the clients in the setting in
which they work. For example, it would be unacceptable for the healthcare assistant to use
eye contact with an Asian individual because its considered rude in their culture. If the
healthcare assistant used eye contact during their interaction, it can cause the individual to
feel uncomfortable and may be hesitant about going to the service again.
Eye contact can support the care values. Eye contact promotes equality and diversity because
appropriate use is being determined by a multi-cultural approach. For example, not using
direct eye contact with a service user whose culture finds eye contact rude. Its important that
the healthcare assistant considers this to be respectful of cultural values. Not using eye
contact in this situation would make the service user feel comfortable and would be more
likely to access the service again because theyre respected for their beliefs. Eye contact can
Page 21 of 51
Nathan Harrison
maintain confidentiality. The health care assistant should keep eye contact with the person
who theyre communicating with. This will invite people, who need to know information, to
the conversation but also excludes the people who dont need to know the information. By
doing this, the service user will be confident that their information is being maintained and
will have the trust to disclose information further. Eye contact can also promote individual
rights and beliefs. Service users have the right to communicate using their preferred methods
of communication. If a service users culture believes that its rude to use eye contact, then
the healthcare assistant should respect that this its inappropriate to use eye contact in the
interaction. By doing this, the healthcare assistant is promoting individual rights and beliefs
This skill has a positive effect on the interaction because it ensures that the people being
communicated with are engaged and the care values are supported through this. It can also
help minimise communication barriers because the service user will feel that the healthcare
assistant wants to talk to them and that theyre open to make their own decisions.
Page 22 of 51
Nathan Harrison
POSITIONING
A communication skill used by healthcare assistants is positioning. The positioning of a care

worker can ensure that the person being communicated with feels comfortable and has their
own space. Leaning slightly towards the service user can be used to convey interest but
leaning too far other the service user can cause them to feel intimidated. Individuals like to
have their own space around them and others should not invade this personal space. This is
known as positive positioning. If a care worker is exchanging personal information, they may
sit very close the other person with whom they are speaking with. But on the other hand, if
theyre talking generally, distance could support communication better.
An example of this could be when a healthcare assistant is carrying out an informal group
interaction such as entertaining service users in the longue room. The healthcare assistant will
entertain service users within the home to help them feel more comfortable and enjoy living
in the home. It can also be used to help service users socialise easier. The healthcare assistant
must consider positioning when carrying out this interaction. The healthcare assistant must
ensure that they carefully choose their positioning with service users so they feel comfortable
at all times. Appropriate positioning for this type of interaction would be a little bit of
distance. This ensures that service users do not feel that their personal space is being invaded
since its only a general interaction. This can build professional relationships because it
shows respect to one another by not invading each others personal space. The position used
by the health care assistant ensures that the person who the health care assistant is
communicating with feels comfortable and has their own space. For example if the healthcare
assistant sits too close to the service user, they could feel intimidated by the healthcare
assistant invading their person space. This would cause the service user to feel uncomfortable
and disengage from the interaction. The healthcare assistant should give the service user their
own personal space, therefore making the servicer user more likely to communicate openly.
Leaning slightly towards the service user can convey interest but leaning too far forward can
intimidate them.
Positioning can support the care values. Positioning can promote equality and diversity
because the healthcare assistant could position themselves in correspondence to the needs of
the service user. For example, a service user with hearing impairments may need the
practitioner to sit closer to make it easier to hear what the practitioner is saying. This will
help the practitioner to feel valued because the practitioner is taking measures to improve
communication in the interaction. Also, it can promote equality and diversity my promoting
the service users dignity by not making them feel intimidated by standing too far over them.
A service user with a mental illness may feel intimidated if the practitioner stands too far over
them. This will cause the service user to feel uncomfortable and disengage from the
interaction. This could mean that service user misses vital input and can cause unnecessary
stress. Positioning can maintain confidentiality. The healthcare assistant could position them
closer to a service user when discussing confidential medical results. This means that the
healthcare assistant could use quieter tones when discussing with the service user and
communicate to others that the conversation is private. Positioning can be used to promote
Page 23 of 51
Nathan Harrison
individual rights and beliefs by being able to give the service user the power to access the
healthcare assistant to stand further back if they feel intimidated by them.
The skill can support communication if used properly by empowering service users through
giving them their own space to make decisions. If the service user is given their own space,
they feel more relaxed and are more likely to think through responses. If the practitioner uses
the skill effectively, it can develop a sense of trust and help to build professional
relationships. If not used properly, communication could be inhibited. If the service user
positioned them in a way that intimidates the service user, for example sitting too close, then
the communication could break down. The service user will feed that the healthcare assistant
is trying to invade their personal space and be less likely to disclose information.
Page 24 of 51
Nathan Harrison
A02 BIBLIOGRAPHY
Books
1.
Angela Fisher, Carol Blackmore, Stuart Mckie, Mary Riley, Stephen Seamons,
2.
Websites
1. http://www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-inthe-wider-healthcare-team/clinical-support-staff/healthcare-assistant/
Accessed: 21/10/2015
2. https://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/health
careassistant.aspx
3. http://www.ruh.nhs.uk/proudtobeanurse/documents/Job_description_HCA_Band_2
_generic.pdf
4. http://www.nhs.uk/Services/hospitals/Services/Service/DefaultView.aspx?id=605
5. http://rivingtonview.com/rv/index.htm
6. http://healthvermont.gov/family/toolkit/tools%5CF-6%20Cultural%20Differences
%20in%20Nonverbal%20Communic.pdf
Page 25 of 51
Nathan Harrison
A03
Theories of Communication
Page 26 of 51
Nathan Harrison
SOLER THEORY OF COMMUNICATION
The SOLER theory of communication provides health care assistant with guidance on how to
effectively to communicate with service users. This theory was created by Gerard Egan in
1986. SOLER is an acronym for communication skills that a practitioner should use when
discussing sensitive information with a service user. SOLER means sitting attentively at an
angle, open posture, leaning forward, eye contact and relaxed body language. SOLER theory
can be value when helping another person. SOLER theory can make service users feel cared
for and that theyre involved in what is going on and feel respected and understood.
Within the main content active listening will be essential and flexibility will be needed.
Active listening involves trying to understand the meaning of the words being used by the
service user and the context the information originates from. Active listening can develop an
interaction with a service user that helps to identify real issues and to provide a meaningful
dialogue when exchanging information. Three different levels have been identified at which
an individual can listen. Partial listening is where some of what the service user has said
registers with understanding on the receiver. This often termed as Level 1 listening. Welltuned in listening is where the majority of what is being said is accepted and understood by
the listener. This often known as Level 2 listening. Global listening is where the receiver is
able to identify fully with the person speaking and has established empathy and congruence.
This is often known as Level 3 listening.
A healthcare assistant would use the SOLER theory of communication when communicating
with service users. Part of the theory provides guidance on sitting attentively at an angle. This
will involve sitting face to face with the service user. This shows that the healthcare assistant
is engaging, interested and actively listening to the service user. But the practitioner may need
to adjust their positioning to best suit the service users needs. An example of this would be a
healthcare assistant talking to a patient to help them feel less anxious. The practitioner could
turn their shoulders away slightly to dispel any feelings of intimidation. But the practitioner
must keep square on face contact to show that they are still interested in the service user.
Sitting attentively at an angle can help motivate a service user and to gain an insight into the
issues being stated.
Part of the SOLER theory of communication provides guidance on having an open posture. It
suggests that the healthcare assistant should not be sitting or standing with their arms folded
across their chest. This is because it could signal to the service user that theyre defensive or
that they are anxious. If the healthcare assistant has an open posture, then the service user
may feel more inclined to elaborate on their concerns. A health care assistant would use open
posture when taking and recording observations such as temperature, pulse and breathing.
The healthcare assistant would need to ensure that they dont cross their arms to maintain
openness when interacting. Open posture allows the service user to speak freely and openly
because they will feel a sense of ease towards the healthcare assistant. It will also help the
individual reach satisfactory outcomes because they feel able to be honest with the
practitioner. This will ensure that the results are accurate.
Page 27 of 51
Nathan Harrison
Another part of the SOLER theory of communication provides guidance on leaning forward.
This part of the theory states that practitioners should lean forward when communicating with
a person using the service. This shows an interest in what the person is talking about. It is
possible that the person may discuss personal issues and may speak in a lower or quieter tone
of voice. In addition, it could be used to convey a message in a quitter tone of voice if the
practitioner is seated in a public environment. A healthcare assistant would use leaning
forward when participating in regular ward meetings. By doing this, it will show that the
healthcare assistant has a genuine sense of care and interest in the standards of the ward. It
will also show understanding when other practitioners in the ward are discussing their
opinions on the ward. Leaning forward enables individuals to speak freely and openly
because they will feel that their interests are being understood.
Part of the theory give guidance on using eye contact appropriately. The theory state that eye
contact is important for demonstrating that the practitioners are interested and focuses on the
messages that the person using the service is conveying. Practitioners can also develop a
sense of the persons emotional state by making eye contact. This will enable the practitioner
to the judge the extent to which the person may be experiencing difficult. A healthcare
assistant would use eye contact when turning patients who are confined to bed to avoid
pressure sores. The healthcare assistant would use to eye contact to determine if the service
user is experiencing pain in bed. This will be used as an indication that the service user needs
turning in bed. Eye contact allows the practitioner to gain an insight into the issues that are
being stated by the service user.
The final part of SOLER theory of communication gives guidance on relaxed body language.
Relaxed body language would be used to convey to a service user that theyre not in a rush.
This will enable the person to develop their responses to questions in their own time. If a
practitioner is fidgeting, it can communicate any anxiety to the service user. This will cause
the service user to feel that you are not interested in the messages being discussed. It could
also cause the service user to feel the tension being felt by the practitioner. A healthcare
assistant would use relaxed body language when discussing if a patient needs help
mobilising. They would use relaxed body language to help the service user feel that they
dont have to give a quick response when asked if they need help moving. Relaxed body
language can help the service user solve problems because they are able to take their time to
make the right decision for themselves.
SOLER theory of communication can benefit a person using the service because they will
feel that theyre being listened to by the practitioner and will be able to develop a close
relationship with the practitioner. This will help build professional relationship between the
service user and practitioner because they will feel that they are cared about. Due to this
relationship, it will more likely help the service user have a speedy recovery from illness
because the carer will be able to identify issues that they experience. This will help service
users feel more positive about asking for help if they feel that they will receive assistance in a
non-judgmental and productive manner.
Page 28 of 51
Nathan Harrison
SOLER also holds benefits to practitioners as well. It can assist them in understanding the
needs of a person using the service. This can help practitioners effectively address the needs
of the person using the service and review care plans more effectively. They can use the skills
outlined to elaborate on any concerns that they may have about the service user. This may
enable the practitioner and service user to develop a more meaningful relationship.
If a practitioner does not use effective communication, it can have negative effects on the
person using the service. It could leave them feeling isolated and disempowered. Service
users many feel resistant to comply with their care plan if they feel that they did not have a
part in designing it. This would lead to a deterioration in the service users health/well-being
because they do not feel like they have to follow the advice of the practitioners. They do not
understand the consequences of not following the advice. Theres also a risk of harm to
themselves or others if they feel that they are not being supported or listened to.
Page 29 of 51
Nathan Harrison
THE COMMUNICATION CYCLE
The communication cycle was suggested in 1965 by Charles Berner and was modified in
1972. The communication cycle was created in order for us to understand why and how
effective communication happens. Effective communication involves a two-way process in
which each person tries to understand the viewpoint of the other person. Communication is a
cycle because when two people communicate they need to check that their ideas have been
understood. Looking at this theory, practitioners can check where we are doing something
right or wrong in our communication skills. (Stretch and Whitehouse, 2010).
Checking that information has been understood in both the practitioner and service user is a
sign of good communication. Practitioners should put what the service user has said into their
own words to show that they have been listening. When two people listen to each other, it
creates a cycle of shared understanding called the communication cycle.
The stages of the communication cycle are outlined in the diagram below:
I
u
O
tR
r
n
U
C
M
d
o
c
D
g
a
s
e
v
iS
The healthcare assistant uses the communication cycle when talking to service users to help
them feel less anxious. The service user could be feeling anxious about moving into the
home. The first stage of the communication cycle is ideas occurs. In this situation, the
healthcare assistant will notice that a service user is visibly upset/anxious. The practitioner
will want to comfort the service user and help them feel at ease about their worries. The
healthcare assistant will want to meet the service users safety and security needs as shown in
Maslows Hierarchy of Needs.
The next stage is messaged coded. The practitioner will try to understand the feelings of the
service user. The service user in this situation will be feeling scared and anxious about
Page 30 of 51
Nathan Harrison
moving into the home. The healthcare assistant must maintain an open body language to
prevent the service user from feeling intimidated. Appropriate eye contact should be used to
engage the service user and build trust between the practitioner and service user. An informal
verbal interaction may be used at first to build trust and make the practitioner seem on the
same level as the service user. The healthcare assistant must show empathy when interacting
because it shows that theyre able to put themselves in the same situation as the service user.
It will allow the practitioner to understand how the service user is feeling and understand
things from their perspective.
The next stage is message sent. The practitioner will begin with an informal conversation to
help the service user feel at ease. The healthcare assistant will introduce themselves by saying
hello and asking how the service user is feeling. This will help the healthcare assistant to
understand the feelings of the service user and will clarify the practitioners assumptions on
their feelings. The practitioner will be able to use the information they gather from this
question to meet the individuals needs. The healthcare assistant can then give the service
user more information about the roles within the home, the support they offer and the
activities that take place. This will empower the service user because they are being given the
information to take control of their condition.
The next stage of the communication cycle is message received. The healthcare assistant will
be looking to discover if a service user has been listening to them by looking out for factors
in the service users communication skills. The emotional factor of fear in the service user
may support or inhibit the interaction between themselves and the healthcare assistant. Fear
may cause the service user to be alert and stimulate response. This can be shown if the
service user can maintain eye contact, this will show that theyre listening. Also, if the service
user nods whilst listening to the information, this can also so understanding and that theyre
listening.
The next stage of the cycle is message decoded. The healthcare assistant in this situation
would be using a calming tone. This will be used to comfort the service users feelings of
anxiety. A calming tone can indicate the safety in a situation and show the service user that
they have nothing to feel worried about. At this stage the safety and security needs, as shown
in Maslows hierarchy of needs, should have been established.
The final stage of the communication cycle is message understood. If the service user is able
to recall and clarify the information that has been communicated, it will show that theyve
been listening and understood the information being said. Also if the service user is able to
ask questions about the home, this will show that the service user is more comfortable and is
understanding information that has already been discussed. If the practitioner is able to ask
questions to the service user, this will communicate that they both understand each other and
they know the same information.
The communication cycle could be inhibited by the information getting through but the
understanding is distorted. This would be caused by the service users
emotional/psychological barriers such as anxiety, depression and anger. These emotional
factors can cause the service user to hear the information but not understand the information
Page 31 of 51
Nathan Harrison
being discussed. This can lead to the service user having a lack of understanding.
Emotional/psychological barriers could be overcome if the healthcare assistant shows
empathy towards the service user. This would involve the healthcare assistant putting
themselves in the thoughts of the service user so they can completely understand what theyre
going through. This can help the practitioner to understand how to approach the situation.
Effective communication may be impacted by the information not be receiving by the other
person. The other person may not be able to hear the information being discussed due to hear
or background noise. This can cause the individual to mishear the information being
discussed and can impact on the information they have understood. This could cause further
anxiety about the situation theyre in because they feel like they dont confidently know what
situation theyre in. background noise could be avoided by taking the service user into a
separate room. This could also help maintain confidentiality because other people will not be
able to hear what is being discussed.
Effective communication could be inhibited by information being received but not
understood correctly. This could happen if the healthcare assistant uses jargon that the service
user doesnt understand. This can have an impact on the service user because they may view
the situation as being more serious than it actually is, due to jargon being used. The
healthcare assistant must check that the service user understands everything that is being said
and ask if they have any questions at the end of the interaction.
Page 32 of 51
Nathan Harrison
A03 BIBLIOGRAPHY
Books
2. Gerard Egan (2013) The Skilled Helper: A Problem-Management and OpportunityDevelopment Approach to Helping, Cengage Learning, United Kingdom (10th Edition)
3. Neil Moonie (2005) GCE AS Level Health and Social Care Single Award Book,
Heinemann, United Kingdom (1st Edition)
4. Stretch Beryl, Whitehouse Mary (2010) BTEC Level 3 Health and Social Care;
Pearson; Great Britain
Websites
1. Article Outlook. 2012. Soler Theory [Online]. [Accessed. 19/11/2015]
Available from: http://www.articleoutlook.com/soler-theory/
2. Bright Hub Project Management. 2011. Elements of the Communication Cycle.
[Online]. [Accessed. 22/11/2015] Available from:
http://www.brighthubpm.com/monitoring-projects/106398-elements-of-thecommunication-cycle/
Journals
1. Velentzas J, Broni G (2014), Communication cycle: Definition, process, models and
examples, Recent Advances in Financial Planning and Product Development, volume.
1, pp. 117 - 131
2. Stickley T, (2013) From SOLER to SURETY for effective non-verbal communication,
Nurse Education in Practice, volume. 11, (issue 6), pp. 395 398
Videos
1. Ernest Cedillo. (2014). The Skilled-Helper Model by Gerard Egan explanation.
[Online]. [Accessed. 22/11/2015].
Available from: https://www.youtube.com/watch?v=UxoxVrA8dLs
2. Kelly Fairbairn. (2012). The Communication Cycle. [Online]. [Accessed. 22/11/2015]
Available from: https://www.youtube.com/watch?v=iVJjeuog6xc
Page 33 of 51
Nathan Harrison
A04
Interaction with a Practitioner
Page 34 of 51
Nathan Harrison
PLANNING
The interaction will involve the healthcare assistant, an observer and myself. The interaction
will be one to one between the practitioner and myself. I will be asking the practitioners
question on how they use communication in their role. The observer will witness the
interaction for communication skills that I use when communicating with the practitioner. An
informal interaction will be used at the beginning of the interaction to help the practitioner
feel less anxious when answering questions about their job role. When asking the questions, a
formal context will be used to communicate that the situation is serious and to allow the
practitioner to think deeply about their responses. The interaction will last approximately 15
minutes. This gives enough time for them to give detailed responses but not feel overpowered
by the length of time theyre expect to answer questions for. The interaction will take place at
the practitioners home. The interaction will take place here after giving the practitioner the
option of the setting in which they would feel most comfortable to be interviewed. This
promotes the practitioners individual rights and beliefs. The interaction will take place around
the table in the dining room of the practitioner. This is been arranged to create a formal
atmosphere to the interaction. This setting has also been approved by the practitioner and they
will feel comfortable being interviewed there. A variety of questions will be prepared for the
interaction with the practitioner. (Appendix 1) Different question types such as open, and
rating scale questions will be used. The rating scale questions will give me a more accurate
answer instead of a yes or no answer. It allows the practitioner to add more depth to their
answer by showing the importance of what theyre saying. I will be careful not to use too
many closed questions because the practitioner will feel burdened and they will not be able to
fully explain how they use the communication skills in their setting. Open questions will
allow the health care assistant to give an extended answer and allow them to respond more
openly and feel relaxed. Feedback will be obtained from the practitioner and the observer
through the witness sheets and they will rate me on a scale of 1-5 judging on body language
(gestures), facial expressions, tone of voice and posture (Appendix 2) This will help me to
identify which communication skills I need to improve on and will help me to develop the
skills that I use. Confidentiality will be maintained throughout my interaction and any
information discussed during the interaction will only be included in my report, which will
only be seen by my teacher, the examiner and myself. The practitioner does not need to
disclose their name if they do not wish to and this right will be upheld. This promotes their
individual rights and beliefs by wishing to stay anonymous in my report.
USE OF THEORIES IN MY INTERACTION
I will use SOLER theory of communication when interacting with my practitioner. I will sit
attentively at an angle when carrying out my interaction. This will help to dispel any feelings
of intimidation and help the healthcare assistant feel less anxious when answering questions. I
will maintain an open posture. This enables the practitioner to speak freely and openly about
their job role. This can empower the healthcare assistant to feel that their involvement in the
interaction is welcome and that no judgements are being made. I will lean forward when
Page 35 of 51
Nathan Harrison
asking my interview questions to show an interest in what theyre about to say. This will help
the practitioner feel that theyre being heard and understood. This will instill further ease onto
the practitioner. I will maintain eye contact with the practitioner to show interest in what
theyre saying. I will vary the eye contact with the practitioner to avoid feelings of
intimidation and will allow the practitioner to speak freely and openly. I will also use relaxed
body language to show an interest in what the practitioner is saying. All elements of this
theory will make the practitioner feel more comfortable when interacting and will increase
the effectiveness of the interaction.
ENVIRONMENTAL FACTORS
The dining room will be prepared with considerations of environment factors that could
inhibit the effectivity of the interview. The practitioner lives in a family home so I would
need to ask other family members in the house not to come into the room for around 15
minutes whilst the interaction takes place. A sign will also be placed on the door saying Do
not disturb. This will stop any disturbances from happening during the interaction. The flow
of conversation could be interrupted which make the practitioner could feel less confident
when answering the rest of the questions. This promote the care value of maintaining
confidentiality. The door will also be closed to stop noise from entering the room. This will
stop distraction from happening. This will also maintain confidentiality because people
outside the room will not be able to hear what is being discussed. This will help the
practitioner feel more open about answering questions about their job because theyll feel like
theyre performance in their job is not being judged by others who do not need to know.
Good lighting conditions will be needed in the dining room. This will support the flow of talk
because direct eye contact will be made and we will be able to see each other. It will also
make it easier to fill in the witness statements at the end of the interaction. The lighting
cannot be too bright because it will make it difficult to look at the paper. This can cause eye
strain to occur from staring at the paper. An appropriate temperature will be used the
interaction. The room will have the temperature at 21 oC. This temperature will be
comfortable all people involved in the interaction. If the room is too warm, it can cause the
people in the room to feel sleepy and dreary. This will inhibit how well the practitioner will
be able to answer the questions and could cause them to give shorter answers. If the room is
too cold, it could cause the people in the room to find it difficult to concentrate and could
interrupt the flow of talk.
AIMS AND OBJECTIVES
I will plan an aim for my interaction to establish a clear focus of what will be discussed in the
interview. The aim will also avoid wasting time with irrelevant questions. Objectives have
been created to show what I want to achieve during my interaction with a practitioner. The
objectives set out will be measureable and achievable so the most can be achieved out of the
interaction. The objectives will be timely so that the practitioner is not overwhelmed by the
amount of objectives Im trying to achieve.
Page 36 of 51
Nathan Harrison
AIM
The aim of my interaction to carry out an interview which can effectively obtain and
exchange ideas about effective communication with a health care assistant.
OBJECTIVES
Organise an interaction with a healthcare assistant

Prepare questions for the healthcare assistant which questions the communication
skills they use in their job role
Consider environmental issues that could inhibit the flow of conversation in the
interaction
Ask people involved in the interaction to complete witness statements.
CULTURAL ISSUES
I will consider any cultural issues that could inhibit the interaction with the health care
assistant. I will not patronise the service user with irrelevant questions to their education and
understanding of their job role. Confidentiality is an issue that I will need to consider when
carrying out my interaction. The Data Protection Act makes confidentiality a legal
requirement. I will ask the practitioner if they wish to be named in my report. If not, I will
respect their wishes and use a fake name instead to protect their identity. This will help
maintain confidentiality of the practitioner. I will explain to the practitioner who the
information will be shown to. I will check if this is okay with them to promote individual
rights and beliefs.
STAGES OF THE INTERACTION
When planning the interaction, I will consider three stages. The first stage is the introduction.
In the introduction, I will brief the practitioner and the observer on their role within the
interaction. I will also ask to set up the room to stop any environmental factors from
inhibiting communication. The introduction will fully prepare everybody for what is going to
happen in the interaction. In the main contact and discussion, I will ask the practitioner the
questions I have prepared in my planning. These questions will meet the aim I have created to
maximise how effective the interaction is. The final stage of my interaction is reflection and
winding up. I will check the notes I have recorded to make sure I have included everything
the practitioner has said. This will make sure that I can include all the views of the
practitioner in my work and include as much as I can in my report. I will also ask the
practitioner and observer to complete the witness statements to judge the communication
skills I use when interacting. This will allow me to reflect on the communication skills I have
used and show me how I could develop my skills. I will thank the practitioner for their time
to show respect towards the practitioner for giving me time to complete the interview.
Page 37 of 51
Nathan Harrison
SCRIPT FOR INTERACTION WITH A PRACTITIONER

INTRODUCTION
I will arrive at the healthcare assistants house and informally greet them. I have known the
practitioner for a long time so it wouldnt be appropriate to extend my hand for a hand shake
because I have met the practitioner previously. I will also introduce the observer to the
practitioner and explain their role in the interaction. I will check if theyre comfortable with
an observer watching the interaction. I will try to reassure the practitioner as best as possible
that the observer will now share any information discussed in the room. I will ask if its okay
to set up the dining room ready for the interaction to take place. If they agree, I will go into
the room and set up the seating arrangements. Once this is completed, I will approach the
practitioner and the observer and ask if they would like to come into room and sit down.
I will use facial expression and body language skills to gain a connection with the
practitioner. I will lean slightly forward. This will help dispel any feelings of intimidation but
I will need to ensure that my face is square on to the other practitioner. This is so the
practitioner can see any facial expressions I show. I will use a warm smile to show warmth
and friendship with the practitioner. I will maintain eye contact when talking to the
practitioner to show interest when communicating.
Me: Hello. Thanks for meeting me for this interaction.
Me: This is and they will be observing the interaction on the skills I use when
communicating. Theyre not here to judge you but to observe the communication skills I use
when carrying out this interview. Is this okay with you?
Me: Is it okay with you if I set up the dining room for the interaction?
Me: Thanks. I will come to get you when Im ready.
Me: I have finished setting up the room. Would you like to come in and take a seat?
Me: Im going to ask you some questions about the communication skills you use when
youre working.
Me: Please can you look at how I use communication skills such as gestures, facial
expressions, tone of voice and posture when carrying out the interaction. You will need to
complete a witness statement at the end if this is okay with you?
Me: Are you ready to answer the questions?
Me: Good. Lets begin.
Page 38 of 51
Nathan Harrison
MAIN CONTENT AND DISCUSSION
During this part of the interaction I will want to ask the practitioner the questions I prepared
during my planning.
Me: How would you ensure that you use appropriate eye contact when interacting with a
service user?
Me: On a scale of one to ten, how important would you say communication is in your job
role?
Me: How would you maintain confidentiality when interacting with a service user around
other people?
Me: Which types of communication do you use in your job role?
Me: Do you feel you can effectively communicate with your type of communication used?
Me: How would you promote equality and diversity in your job role?
Me: When would you use relaxed body language when interacting with a service user?
Me: Do you feel you could use special methods confidently when interacting with a service
user with individual needs?
Me: How would you know if a service user has understood what you have said?
Me: How do you feel that open posture will benefit the service user?
REFLECTION AND WINDING UP
In this part of the interaction, I will reflect on the content of the interaction and check that the
notes I have taken. I will also ask the practitioner and observer to complete their witness
statements. I will thank everybody for taking part in the interaction
Me: Thank you for answering my questions. Let me go over the notes I have made to make
sure I have recorded all the points you have mentioned.
Me: Thanks for that. Would you both mind filling in the witness statements on my
communication skills for the interaction?
Me: You dont have to include your name on the witness statement if you do not wish to and
your name will not be disclosed in my report.
Me: Thank you. You have been a big help to my report on communication for my health and
social qualification. Thank you for your time.
Page 39 of 51
Nathan Harrison
EVALUATION
REFLECTION
I carried out my interaction on the 1st December 2015 at the practitioners home. The
interaction was successful and I was able to obtain the information about the questions I
created in my planning section. Everybody understood what was being asked of them so there
was a good flow of conversation.
COMMUNICATION SKILLS
I asked the practitioner and observer in the interview to complete a witness statement so I can
evaluate how I effectively used communication skills in the interaction.
BODY LANGUAGE: GESTURES
The first communication skill I demonstrated was body language, gestures. When interacting
with the practitioner, I ensured that I didnt drum my fingers which avoided showing
impatience and making the practitioner feel like they were being rushed. This allowed the
practitioner to feel that they had enough time to give detailed responses. I considered
promoting equality and diversity by taking into account the culture of the practitioner. The
practitioner was not from a western culture so it was accepting to use gestures when
interacting. In my witness statements, I was graded mainly 3/4. This shows their there is a
small space for improvement. I could further improve my use of gestures when interacting by
maintaining neutral gestures by keeping my hands on the table when not using gestures. This
will help the practitioner to understand my gestures at all times.
FACIAL EXPRESSIONS
The second communication skill I demonstrated was facial expressions. I used appropriate
facial expressions when interacting with the practitioner. I showed a smile which indicated a
welcoming approach to the interaction. This helped influence an open conversation with the
practitioner and encouraged a positive interaction. This supported the interaction because it
allowed the practitioner to feel welcomed and built a trust that their opinion is valued. I had
to be careful not to smile too much because I wanted the interaction to remain formal instead
of a conversation between two friends. I was graded mainly 4 on my witness statements. This
shows that I have an excellent understand of how to appropriate use facial expressions.
TONE OF VOICE
The third communication skill I demonstrated was tone of voice. I used an appropriate tone of
voice for a formal interaction. I began with a warm tone which conveyed friendliness. This
made a good start to the interaction and helped the practitioner feel welcome to contribute.
After the introduction of my interaction, I used a sharper tone to convey the seriousness of
the questions. I was rated mainly 3 on my witness statements. This could be due to my voice
being shaky at the start of the interaction. This could have shown that I was nervous about
Page 40 of 51
Nathan Harrison
carrying out the interaction to the practitioner. The nervous feeling could have been reflected
onto the practitioner and caused the practitioner to give shorter answers. I could improve the
quality of my tone of voice by having a confident approach to my interaction which will
prevent my voice from being shaky. This would stop any nervous feelings from being
communicated to the practitioner.
POSTURE
The fourth communication skill I demonstrated was posture. I used open posture to help the
healthcare assistant feel more inclined to elaborate on their use of communication skills in
their job roles. Open posture allowed the service user to speak freely and openly because they
will felt a sense of ease. For posture, I was graded mainly 4. This shows that I can
excellently demonstrate good posture when interacting. The open posture would have helped
the healthcare assistant to reach satisfactory outcomes because they feel able to be honest
when giving answers to me. This supported accurate answers being given by the practitioner.
ENVIRONMENT FACTORS
In the interaction, I stopped any environmental factors from inhibiting the interaction. I put a
Do not disturb sign on the door but noise could still be heard from the other room. This
caused some distraction to the healthcare assistant. If I was to carry out the interaction again,
I would carry out the interaction when the house is empty or at another location where I was
certain that noise couldnt be heard. For example, an office with sound proof windows. I used
quieter tones when interacting with the practitioner to ensure that people outside of the room
couldnt hear what was being discussed. This ensured that confidentiality was maintained
during the interaction. I set the lighting to an appropriate level when carrying out the
interaction. I made sure that the lighting was not too bright when carrying out the interaction.
Figure A: Lighting used during

the interaction
Figure A shows that the lighting was not too bright when carrying out the interaction. This
stopped all the people involved in the interaction from finding it difficult to see each other. I
tried to set the temperature of the room to 21oC. At the time of the interaction, the heating
system had not been working so I couldnt set the room to an appropriate temperature. The
Page 41 of 51
Nathan Harrison
room was cold which caused the practitioner to lose concentration and interrupted the flow of
conversation.
CARE VALUES
I upheld the care values when interacting with the health care assistant. I promoted the
individual rights and beliefs of the practitioner by giving them the right to say no. I gave the
practitioner the option to remain anonymous when I write up my report. In this case, the
practitioner wasnt concerned about being named in my report. After being told this, I
informed her that she could remove her name from the report at a later time if she wishes.
This helped to create trustful relationship between the practitioner and me because they had
the assurance that their name could be removed from the report if they wished. I also
supported the practitioners right to effective communication. I fully explained what would
happen in the interaction to make her aware of what was going to happen. On one occasion I
had to repeat the question for the practitioner. This helped them gain a better understanding of
what was being asked of them and supported effective communication.
I supported maintaining confidentiality during my interaction. I shut the door and put a do
not disturb sign on the door as stated in the planning section of this report. This sign worked
effectively when carrying out the interaction and nobody entered the dining room when the
interaction was being carried out. Carrying out the interaction in a different room stopped
anybody from overhearing what was being discussed. This gave the practitioner confidence
that their views were not going to be heard and a need to know basis was upheld. It stopped
any unnecessary risk of worry to the practitioner about whether what they have discussed has
been overheard.
I promoted equality and diversity when carrying out the interaction with the healthcare
assistant. I spoke at an appropriate pace at all times which helped the practitioner to
understand what I was saying. I also used appropriate language by not including any slang to
aid the healthcare assistants understanding of what is being said. When I entered the
interaction, I asked the practitioner what they would like to be called by. This showed a
respected view by calling them by their preferred name. When the practitioner didnt
understand the question, I repeated the question and I promoted their dignity by not
patronising them or talking down to them. This influenced a positive interaction and allowed
the healthcare assistant to speak freely and openly about communication in their job role.
THEORIES OF COMMUNICATION
When carrying out the interaction, I was able to effectively use the SOLER theory of
communication. When I was setting up the room for the interaction, I placed the chairs at an
angle with a table to the side, as shown in Figure A. The healthcare assistant was seen to be
more visibly relaxed when sitting at this angle so this improved the effectivity of the
interaction. I maintained open posture by not crossing my arms during the interaction which
helped the practitioner feel at ease. I leaned forward when asking my interview questions
which showed an interest in what theyre about to say. This helped the practitioner feel that
Page 42 of 51
Nathan Harrison
theyre being heard and understood. I maintained eye contact with the practitioner which
showed an interest in what the practitioner was saying. I varied the eye contact with the
practitioner to avoid feelings of intimidation which allowed the practitioner to speak freely
and openly. I used relaxed body language to show an interest in what the practitioner was
saying. All elements of this theory helped to make the practitioner feel more comfortable
when interacting and increased the effectiveness of the interaction.
AIMS AND OBJECTIVES
The aim of my study was to carry out an interview which can effectively obtain and
exchange ideas about effective communication with a health care assistant. I successfully
met the aim of my study because I was able to obtain and exchange ideas with the healthcare
assistant regarding the effectivity of communication. I set out several objective of what I
wanted to achieve when carrying out my interaction. The first objective I set out was to
organise an interaction with a healthcare assistant. Initially, I struggled to complete this
objective because the practitioner was unable to do the interaction in times that we arranged.
But I was still able to carry out the interaction. The second objective I set out was to prepare
questions for the healthcare assistant which questions the communication skills they use in
their job role. I created some interview questions when I was planning the interaction. These
can be seen in Appendix 1. This insured the certainty that I was going to cover all the topics I
needed to include. The second objective I set out was to consider environmental issues that
could inhibit the flow of conversation in the interaction. In my planning section, I created a
plan of how I was going to set the room with considerations of environmental issues and I
was able to carry these out when practically doing the interaction. The final objective I set out
was to ask people involved in the interaction to complete witness statements. I planned that I
was going to ask the people to complete the witness statements during the reflection and
winding up. The completed witness statements can be seen in Appendix 2 of this report.
Page 43 of 51
Nathan Harrison
A04 BIBLIOGRAPHY
Books
Websites
1. http://www.changingminds.org/techniques/questioning/open_closed_questions
Accessed:25/11/2015
Primary Source
1. Healthcare Assistant, Paula Humphreys, Rivington View Nursing Home [01/12/2015]
Page 44 of 51
Nathan Harrison
APPENDICES
APPENDIX 1
Interview Questions
1. How would you ensure that you use appropriate eye contact when interacting with a
service user?
2. On a scale of one to ten, how important would you say communication is in your job
role?
3. How would you maintain confidentiality when interacting with a service user around
other people?
4. Which types of communication do you use in your job role?
5. Do you feel you can effectively communicate with your type of communication used?
6. How would you promote equality and diversity in your job role?
7. When would you use relaxed body language when interacting with a service user?
8. Do you feel you could use special methods confidently when interacting with a
service user with individual needs?
9. How would you know if a service user has understood what you have said?
10. How do you feel that open posture will benefit a service user?
Page 45 of 51
Nathan Harrison
APPENDIX 2
Witness Statements
Page 46 of 51
Nathan Harrison
Page 47 of 51
Nathan Harrison
Page 48 of 51
Nathan Harrison
APPENDIX 3
Answers to interview questions

How would you ensure that you use appropriate eye contact when interacting with a
service user?
I would check to see if the service user is maintaining eye contact. Also, I would look at the
service user on their level to engage them into the conversation.
On a scale of one to ten, how important would you say communication is in your job role?
I would rate it a 10 because it gives the service user information an explain actions that are
happening or about to take place. For example if I was about to give a service user a shave,
I would explain exactly what Im going to carry out to help the service user feel at ease.
How would you maintain confidentiality when interacting with a service user around other
people?
I would take the service user to a separate room so others do not overhear. I would also if
the service user would like relatives in the room with them.
Which types of communication do you use in your job role?
Written, computerised, oral and special methods are used in the home. Specifically for
special methods, interpreters and access to braille are available.
Do you feel you can effectively communicate with your type of communication used?
Yes because I was made aware of how to communicate with service users whilst
completing my NVQ.
How would you promote equality and diversity in your job role?
I would ensure that I treat service users with dignity at all time and respect their privacy. I
would meet the service users individual needs and respect their beliefs and religions.
When would you use relaxed body language when interacting with a service user?
I would use relaxed body language when a service user is feeling anxious. I would make
them feel at ease and help them feel more comfortable and relaxed.
Do you feel you could use special methods confidently when interacting with a service user
with individual needs?
Yes because of training that has been given in the workplace.
How would you know if a service user has understood what you have said?
Page 49 of 51
Nathan Harrison
I would clarify with the service user to check if they have understood the information and
give them documentation on what has been discussed.
How do you feel that open posture will benefit a service user?
It will build trust with a service user and it helps them feel more comfortable and at ease.
This can help them to feel less anxious.
Page 50 of 51

F911 Communication Report

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

F911 Communication Report

Загружено:

Авторское право:

Доступные форматы

F911: Communication in

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

DIFFERENT TYPES OF COMMUINCATION

Candidate Number: 5526

Centre Number: 32115

Candidate Number: 5526

Centre Number: 32115

Computerised communication has developed into a significant form of communication in

Candidate Number: 5526

Centre Number: 32115

Candidate Number: 5526

Centre Number: 32115

Candidate Number: 5526

Centre Number: 32115

discrimination, maintaining confidentiality of information, being a reflective practitioner,

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

Candidate Number: 5526

Centre Number: 32115

Communication can be influenced positively and negatively by a variety of factors. On some

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

Seating arrangement and positioning is an important factor to consider when communicating

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

A communication skill used by a healthcare assistant is clarifying. Clarifying in a health and

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

F911 Communication in Care Settings

Candidate Number: 5526

Centre Number: 32115

Candidate Number: 5526

Centre Number: 32115