Qualification suite Edexcel BTEC Level 3 Nationals in Health and Social Care

covered
Assignment title Effective Communication in Action

Unit number and title Unit 1:

Developing Effective Communication in Health and Social Care

Assessor Kelly Ocloo

Learning aims covered On completion of this unit a learner should:

1 Understand effective communication and interpersonal interaction in

health and social care.

2 Understand factors that influence communication and interpersonal

interaction in health and social care environments.

3 Understand ways to overcome barriers in a health and social care

environment.

4 Be able to communicate and interact effectively in a health and social

care environment.

Context Health and social care professionals require good communication skills in
order to carry out their roles effectively. It is important for you to gain
knowledge and understanding of the skills involved in communication, so
you are able to develop and enhance your interpersonal skills.

This unit enables you to explore and develop the skills of effective
interpersonal interaction and communication essential to the operation of
health and social care services. It will enable you to analyse factors that
enhance and inhibit communication and to examine effective interpersonal
skills.

You will also explore the value of effective and varied types and styles of
communication in the support of patients/service users. The unit
encourages you to reflect on your own performance and that of others.

Your line manager has promoted you to the position of ‘Trainer’ and has
Overall Scenario given you responsibility to deliver some induction training to new recruits.
It is your choice whether you base your assignment in a health setting or
a social care setting, for example in a hospital, nursing/care home, pre-
school etc.

Where you undertake your work experience should influence this decision.

Task 1 Date issued Week commencing 18/9/18

Task 1 P1, P2, M1

Hand in dates This is to be handed into your teacher at the start of your first
lesson – (Subsidiary) 02/10/18 (Extended) 02/10/18

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Task 1 LO1: Effective communication and interpersonal interaction in health and social care and
factors that influence communication and interpersonal interaction in health and
social care environments

Task 1

You have two new health and social care practitioners joining your Health & Social Care
team. Write a section on effective communication for the induction booklet by
explaining the following:

(P1)

 Who they will need to communicate with using one to one and group
communication
 When to use formal and informal communication
 What forms of communication they might use
 Particular language and communication needs and preferences service users
might have and how these needs can be met.

(P2)

1. Create a diagram of Argyle’s Communication Cycle

 Show how each stage could be applied in a communication between a Health &
Social practitioner and a service user.
 Discuss how this theory could be useful for health care professionals

2. Create a diagram of Tuckman’s stages of group interaction

 Show how each stage could be applied in a multi-agency meeting with Health &
Social practitioners discussing the care plan of a service user.
 Discuss how this theory could be useful for health care professionals

(M1)

Assess the role of effective communication and interpersonal interactions by

explaining:

 Why communicating effectively is so important.

 According to Argyle’s Communication Cycle, what happens if the cycle is
incomplete?
 According to Tuckman’s Stages of Group Interaction, what could be the
impact on an individual’s care, if the group do not complete all stages?
 What impact can ineffective communication and interpersonal interactions have
on an individual’s care?

Criteria covered by this task (Task 1) Grading criteria

Explain the role of effective communication and interpersonal P1

interaction in a health and social care context

Discuss theories of communication P2

Assess the role of effective communication and interpersonal M1

interaction in health and social care with reference to theories of
communication

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Task 2 Date issued Week commencing 18/9/18

Task 2 P3, P4, M2, D1

Hand in dates
This is to be handed into your teacher at the start of your first
lesson – (Subsidiary) 18/12/18 (Extended) 18/12/18

Task 2 LO2: Factors that influence communication and interpersonal interaction in health and
social care environments and ways to overcome barriers in a health and social care
environment

(P3) (P4) (M2 & D1)

Copy & paste this template into a Word document and complete the table.
Provide at least 5 examples of each.

Explain factors Explain strategies Review strategies Evaluate

that may influence used in health and used in health and strategies used in
communication and social care social care health and social
interpersonal environments to environments to care environments
interactions in overcome overcome barriers to overcome
health and social barriers to to effective barriers to effective
care environments effective communication and communication and
communication and interpersonal interpersonal
interpersonal interactions interactions
interactions

Criteria covered by this task (Task 2) Grading criteria

Explain factors that may influence communication and P3

interpersonal interactions in health and social care environments
Explain strategies used in health and social care environments to P4
overcome barriers to effective communication and interpersonal
interactions
Review strategies used in health and social care environments to M2
overcome barriers to effective communication and interpersonal
interactions
Evaluate strategies used in health and social care environments to D1
overcome barriers to effective communication and interpersonal
interactions

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Task 3 & 4 Date issued Week commencing 18/9/18

Task 3 P3, P4, M2

Hand in dates This is to be handed into your teacher at the start of your
first lesson – (Subsidiary) 15/1/19 (Extended) 15/1/19

Communicate and interact effectively in a health and social care environment

Task 3
Task A (P5)
You need to:
 Participate in a one to one communication at your work placement.

 Ask your supervisor or a colleague to look at the table on page 6 before the
communication and to complete it after the communication. (They need to write
some comments – not just tick the boxes)

 Ask your supervisor to complete the Witness Statement to confirm that you have
completed a one to one communication.

TASK B (M3)
After your one to one communication, assess your own communication and
interpersonal skills in relation to the interaction.

Task C (D2)
Evaluate factors that influenced the effectiveness of each interaction.

Communicate and interact effectively in a health and social care environment

Task 4
Task A (P6)
You need to:
 Participate in a group interaction at your work placement.

 Ask your supervisor or a colleague to look at the table on page 7 before the
communication and to complete it after the communication. (They need to write
some comments – not just tick the boxes)

 Ask your supervisor to sign the Witness Statement to confirm that you have
completed a group communication.
TASK B (M3)

a) After your group communication, assess your own communication and interpersonal
skills in relation to the interaction.

Task C D2

Evaluate factors that influenced the effectiveness of each interaction.

You can combine the M3 and D2 for task 4 and 5, if you choose.

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 Criteria covered by this task (Task 2) Grading criteria

Participate in a one to one interaction in a health and P5 Task 3A

social care context
Participate in a group interaction in a health and social P6 Task 4A
care context
Assess their communication and interpersonal skills in M3
relation to each interaction Task 3B a & b
Task 4B c & d
Evaluate factors that influenced the effectiveness of each D2
Task 3C
interaction Task 4C

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 One to One Interaction

Communication methods/skills How effective were Comments

you? How skills could be improved?
Tick the relevant box (Ask your supervisor to
(5=excellent, 1=very comment in here also)
poor) What factors influenced the
interaction?

1 2 3 4 5
Verbal:
Encouraging other to talk back
Reflecting back on what others said
Using appropriate questions
Use of open questions
Use of prompts
Clarity & pace of conversation
Appropriate language used
Conveying feelings of warmth,
empathy, interest
Involving all participants
Defining the boundaries of
confidentiality
Being prepared to listen

Non-Verbal:
Eye contact
Facial expression
Angle of head
Tone of voice
Position/ use of hands & arms

Gestures
Posture
Muscle tension
Touch
Proximity
Dress & appearance

Other:
Use of silence as a listening skill
Turn taking
Supporting the patient/service user
Involvement of key people e.g.
relatives, friends, health & social
care workers
Use of care values

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 Group Interaction

Communication methods/skills How effective were Comments

you? How skills could be improved?
Tick the relevant box (Ask your supervisor to
(5=excellent, 1=very comment in here also)
poor) What factors influenced the
interaction?

1 2 3 4 5
Verbal:
Encouraging other to talk back
Reflecting back on what others said
Using appropriate questions
Use of open questions
Use of prompts
Clarity & pace of conversation
Appropriate language used
Conveying feelings of warmth,
empathy, interest
Involving all participants
Defining the boundaries of
confidentiality
Being prepared to listen

Non-Verbal:
Eye contact
Facial expression
Angle of head
Tone of voice
Position/ use of hands & arms

Gestures
Posture
Muscle tension
Touch
Proximity
Dress & appearance

Other:
Use of silence as a listening skill
Turn taking
Supporting the patient/service user
Involvement of key people e.g.
relatives, friends, health & social
care workers
Use of care values

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Useful Websites for Unit 1

www.bcodp.org.uk British Council for Disabled People

www.britishsignlanguage.com British Sign Language – basic signs
www.careknowledge.com Care Knowledge
www.ccwales.org.uk Care Council for Wales
www.community-care.co.uk Community Care
www.dh.gov.uk Department of Health
www.eoc.org.uk Equal Opportunities Commission
www.makaton.org.uk The Makaton Charity
www.mencap.org.uk Mencap
www.rnib.org.uk Royal National Institute of Blind People
www.rnid.org.uk Royal Institute for Deaf People
www.scie.org.uk Social Care Institute for Excellence
www.scils.co.uk Social Care Information and Learning Services
www.skillsforcareanddevelopment.org.uk Sector Skills Council for Care and Development
www.skillsforhealth.org.uk Sector Skills Council for the UK Health Sector
www.socialworkandcare.co.uk Social Care Careers Information

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Assessment and grading criteria

Assessment
To: and grading criteria To achieve a merit grade the To achieve a distinction grade
evidence must show that, in the evidence must show that,
addition to the pass criteria, in addition to the pass and
the learner is able to: merit criteria, the learner is
able to:
P1 explain the role of effective M1 assess the role of effective
communication and communication and
interpersonal interaction in a interpersonal interaction in
health and social care context health and social care with
[IE3] reference to theories of
communication
P2 discuss theories of D1 evaluate strategies used in
communication health and social care
[IE4; CT3] environments to overcome
barriers to effective
P3 explain factors that may M2 review strategies used
communication and
influence communication and in health and social care interpersonal
interpersonal interactions environments to overcome interactions
in health and social care barriers to effective
environments communication and
[IE2; IE5; IE6; CT1] interpersonal interactions
P4 explain strategies used
in health and social care
environments to overcome
barriers to effective
communication and
interpersonal interactions
[IE1; IE6; CT1]
P5 participate in a one-to-one M3 assess their communication D2 evaluate factors that
interaction in a health and and interpersonal skills in Influenced the effectiveness of
social care context relation t o each each interaction.
[CT5; RL6; SM3] interaction.
P6 participate in a group
interaction in a health and
social care context.
[CT5; RL6; SM3].

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