Assignment on Communication Skills
Communication is the purposeful activity of information exchange between two or more participants in order to convey or receive the intended meaning through a shared system of signs and semiotic rules.
TYPES OF COMMUNICATION
BARRIERS IN COMMUNICATION
Lack of Focus
The more you add information that isn’t necessary, the greater the risk your listeners will misinterpret your point.
The majority of individuals I work with fidget with their fingers, rings, pen — the list goes on. If they don’t fidget, then they unconsciously talk with their hands. Their elbows get locked at their sides and every gesture looks the same. Or they’ve been told they talk with their hands so they hold their hands and do nothing.
Lack of Enthusiasm
ELEMENTS OF COMMUNICATION
Sender : The person who intends to convey the message with the intention of passing information and ideas to others is known as sender or communicator.
Ideas : This is the subject matter of the communication. This may be an opinion, attitude, feelings, views, orders, or suggestions.
Encoding : Since the subject matter of communication is theoretical and intangible, its further passing requires use of certain symbols such as words, actions or pictures etc. Conversion of subject matter into these symbols is the process of encoding.
Communication Channel The person who is interested in communicating has to choose the channel for sending the required information, ideas etc. This information is transmitted to the receiver through certain channels which may be either formal or informal.
Receiver: Receiver is the person who receives the message or for whom the message is meant for. It is the receiver who tries to understand the message in the best possible manner in achieving the desired objectives.
Decoding The person who receives the message or symbol from the communicator tries to convert the same in such a way so that he may extract its meaning to his complete understanding.
Feedback Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it.
Body language is a kind of non verbal communication, where thoughts, intentions, or feelings are expressed by physical behaviors, such as facial expressions, body posture, gestures, eye movement, touch and the use of space. Body language exists in both animals and humans, but this article focuses on interpretations of human body language. It is also known as kinesics.
IMPORTANCE OF BODY LANGUAGE
Body language is used especially to express feelings.
Firstly, to understand how we come across to other people and be able to send the right message
And secondly be able to read the signals that another person is sending back.
HOW TO START A CONVERSATION
Skip the small talks “What’s up with this weather?” and “How ‘bout them [insert local sports team]?” are as bad as cheesy pick-up lines when it comes to starting a conversation.
Ask for their opinion Everyone has one! For someone you don’t know well, start with light subjects like the food, the music, the atmosphere, etc. “Do you like your Margaritas with salt or without?
Ask for their advice or recommendations This works very well when commenting on someone’s outfit or accessories, as in “What a great tie! Where did you get it?” or on the food, as in, “Everything looks good. What are you having?”
Ask them a question that’s easy to answer. This is great when you know or find out that a person has expertise in a particular field. If you’re talking to your company’s IT guy, for example, you could ask him whether he’s the guy who installs hardware or software.
Comment on the environment No matter where you are, there are things to comment on: the music, the food, the lights, the guests, and so on
Ask for an update If you know someone a little or know them by reputation, ask for an update on something you know they’ve been doing, for example, “Oh, Mary mentioned you were taking swing dance classes. How’s that going?”
Dress smartly Don’t let your appearance distract from what you are saying.
Smile: Don’t hunch up and shuffle your feet. Have an upright posture. Try to appear confident and enthusiastic.
Say hello and smile when you greet the audience your audience will probably look at you and smile back: an instinctive reaction.
Speak clearly, firmly and confidently as this makes you sound in control. Don’t speak too quickly you are likely to speed up and raise the pitch of your voice when nervous. Give the audience time to absorb each point. Don’t talk in a monotone the whole time. Lift your head up and address your words to someone near the back of audience. If you think people at the back can’t hear, ask them.
Use silence to emphasise points Before you make a key point pause: this tells the audience that something important is coming. It’s also the hallmark of a confident speaker as only these are happy with silences.
Eye contact is crucial to holding the attention of your audience Look at everyone in the audience from time to time, not just at your notes or at the PowerPoint slides.
Walk around a little and gesture with your hands Bad presenters keep their hands on the podium or in their pockets! Don’t stand in one place glued to the spot hiding behind the podium! Good presenters will walk from side to side and look at different parts of the audience.
READING AND ITS BENEFITS
BENEFITS OF READING
Mental Stimulation Studies have shown that staying mentally stimulated can slow the progress of (or possibly even prevent) Alzheimer’s and Dementia, since keeping your brain active and engaged prevents it from losing power.
Stress Reduction No matter how much stress you have at work, in your personal relationships, or countless other issues faced in daily life, it all just slips away when you lose yourself in a great story.
Knowledge Everything you read fills your head with new bits of information, and you never know when it might come in handy.
Vocabulary Expansion This goes with the above topic: the more you read, the more words you gain exposure to, and they’ll inevitably make their way into your everyday vocabulary.
TYPES OF WRITING SKILLS
Persuasive writing It is written in such a way that it convince the reader completely. The advertisement you often see in television or hoardings are examples of persuasive writing style. It is written with a purpose to persuade a reader for performing an action.
This style of writing describes a place, person or thing with sensory details. It frames a picture of that thing, place or person in the minds of readers and enables them to experience that thing by using their five senses.
THE IMPORTANCES OF UNDERSTANDING CULTURE FOR EFFECTIVE COMMUNICATION
Culture” can be defined as the complex collection of knowledge, folklore, language, rules, rituals, habits, lifestyles, attitudes, beliefs, and customs that link and give a common identity to a particular group of people at a specific point in time.
All social units develop a culture. Even in two-person relationships, a culture develops over time. In friendship and romantic relationships, for example, partners develop their own history, shared experiences, language patterns, rituals, habits, and customs that give that relationship a special character, a character that differentiates it in various ways from other relationships.
Groups also develop cultures, composed of the collection of rules, rituals, customs, and other characteristics that give an identity to the social unit. Where a group traditionally meets, whether meetings begin on time or not, what topics are discussed, how decisions are made, and how the group socializes are all elements of what, over time, become defining and differentiating elements of its culture
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EMPL4004 Communication Skills Sample Assignment
Good communication skills are priceless in a working scenario. To human resources or the manager if given a choice to pick a candidate during interview among one who is very technically savvy but low on communication and another who has good communication skills but lesser technical skills, the latter would always get the preference. Every team manager wants to build a strong team who are also sound communication wise. This report shall highlight the importance of good communication skills at workplace. The project shall cover important points like why proper communication is essential at workplace, different kinds of communication happening at work, usual barriers in communication, some tips on improving communication, how important are listening skills, how nonverbal communication is important and some tips on improving them, advantages and disadvantages of good and poor communication respectively.
The project aims at presenting the importance of good professional communication.
Good communication skills at workplace translates to effective engagement in communication be it listening, interpretation, responses, and positive body language and professional at the same time (Kurtz et al . 2016). A good communicator can conduct productive interaction which is efficient to an organization.
Good communication will embody-
- Good writing skills
- Excellent reading skills
- Good listening skills
- Good verbal communication skills
- Professional conduct
- Professional dressing
Writing skills at workplace means written/typed communication which is precise, to the point, professional and neutral in tone. It is effective in sending across the message/request. Reading skills would imply proper interpretation and summarize the text appropriately to communicate further on it. Good active listening is considered a proper listening skill. A good communicator wins conversations and gains more out of every interaction with peers and management. He/she is liked by virtue of all these skills. Such people are also able to gain success comparatively quicker than others (Wright, 2016).
On the other hand, if we consider example of poor communicators, people find it difficult to understand what they are trying to say/mean. They eventually decrease productivity in team as time needs to be spent to understand them and make them understand as well. Their work may also call for rework as they did not produce the desired result because their interpretation was not right. Eventually, people tend to avoid such people and they get alienated (Allen et al . 2016, p. 24) It is important for such people to be trained appropriately by the organization in business communication. With proper efforts by self and participation as well as assistance from managers and peers their situation could be reversed and manager will be able to utilize the resource at a desired level. This cannot be denied however that the process is time consuming (Besley et al . 2016, p. 358).
At workplace, there would usually be 4 major communication patterns of communication. They are:
- Verbal/In-person communication – all spoken communication shall fall in this category. Such communication takes place in daily interactions both formal and informal, team meetings etc.
- Written – anything that is typed/written shall fall in this category. Emails, memos etc. fall under this category
- Non-verbal communication – this covers a person’s dressing style, communication style, tone of voice, gestures or body language
- Visual – any representation of organization that takes place which may be inside the organization or outside the organization is counted as visual communication. Signboards, digital signatures, business cards etc.
Usually, a mix and match of all four is present at any given time in a working environment. It is essential for the organization and people at all levels to constantly strive for better and effective communication at all times for stronger working relationship. Allowing the problem of poor communication to continue for long in a working environment eventually leads to lower morale, dissatisfied employees, unhappy customers and even low profits (Slof et al . 2016, p. 53).
While it is essential to be self-aware or put proper training in place to improve the workforce’s soft skills, it is equally important to put attention to common communication errors which may be occurring and leads to misutilization of time and money at workplace (Henderson and Mathew Byrne, 2016, p. 18). Some of the common communication errors which may be prevalent and are usually common are:
- Improper use of methods – using incorrect medium to send across a message is a common blooper. It may result in upset subordinate or irritated customer. It is vital to using proper medium to send messages
- Incorrect audience – this may happen owing to carelessness. This may lead to dissatisfaction and cause conflicts
- Too much or too little information – along with selection of proper medium and appropriate audience, it is crucial to send the message across appropriately so that the information is complete. It should not be huge data which was not required in the situation nor should it be less in information when details are required (Zerfass et al . 2017, p. 99).
- Unclear/inaccurate – information which needs to be sent across should be coherent and usable. The meaning should come out clearly and not be confusing
- Distracted audience – so that important info is not missed out it is important to be a good listener and avoid distractions. Also, being distracted when delivering message sends out incorrect notions, both; of the speaker and the message (Ameen, 2017, p. 99).
- Missing follow-up – leadership is the binding force at workplace and everyone looks up to good leaders for guidance. Missing feedback sessions or follow ups leave the subordinates confused as they are not able to gauge their progress. This may lead to dissatisfaction among peers and could lead to attrition eventually (Umashankar and Charitra, 2016, p. 24).
It is hence important at an organizational level to put strategies in place to improve communication aspects and avoid misses of this nature. Leadership programs to be effective management of team through communication may become beneficial for team leaders (Skinner et al . 2016, p. 25).
Along with hearty participation, leaders also need to practice the following to improving workplace communication:
- Focus – paying attention to any form of communication addressed to self by focusing sends across a positive image and people usually receive such people properly. Simple ways to communicate to people that they have attention is by maintaining eye contacts, verbal nods or simple nods, asking contextual questions in right places or providing appropriate answers
- Giving time – people expect themselves to be heard as much as they hear. Communication works only if it is two way
- Proper follow ups – showing to team members or peers that their performance is crucial to success of the task at hand sends a message of importance of the team member in the team. This also keeps subordinates motivated and result focused (Moore and Morton, 2017, p. 593).
- Common platform for communication – with the rise of technology there are many social platforms to communicate for a workplace. Having such a system in place keeps the environment friendly and quick doubt clearances or bouncing off ideas pass freely without the fear of being highlighted
- Have regular meetings – periodical monitoring and having a check on progress keeps the team tuned to task and helps bond the team members and the manager properly. Such meetings act as platforms to inform and learn which is good for any positive environment the team manager may be intending to have for his team and beneficial for the organization as well (Sousa, 2017, p. 401).
Amidst all the communication, listening skills are important to apply. This is because its impact on job productivity is highest. Active listeners are also able to influence others and avoid/manage conflicts efficiently. Listening skills helps us gain knowledge. More observant we are in our listening skills, better we absorb. It is always good to hear people out and allow two-way communication, more than being courteous, it can also up the fun element in peer to peer networking and strengthen relationships (Charlier et al. 2016, p. 747). Active listeners could interpret a situation better as they are able to extract the important gist out of the conversation and use it in productive ways.
Similarly, body language is as powerful a communication tool. Most of the time that interaction happens, brain constantly processes the eye movements, hand gestures, body position, smile, tone of the voice as well as hand movements as important information related to what the person is trying to communicate (Krumm et al . 2016, p. 131). This process is continuous and happens at every contact. Positive nonverbal communication establishes trust, mutual respect, creates rapport and acquaintances.
Some simple ways which assist in maintaining a professional nonverbal front are:
- Identifying weaknesses – by being self-aware and understanding people behavior can be helpful
- Match what you mean – eye contact, hand gestures, space, voice etc. should be in coordination with what the message is
- Controlling emotions – it is important to stay professional and control emotions. Venting out on subordinates or giving the boss the cold vibes does not yield productive results. Communication is a winning game and focus should be on what is beneficial to get the work done (Hamrin et al. 2016, p. 217).
- Staying professional – by managing stress and staying emotionally aware.
- Stay neutral – to jump clear thinking and acting on impulse could portray an unstable professional. At work, people expect each other to stay neutral and sort issues maturely
- Dress professionally – human nature inclines them to remember what they see and compartmentalize them in minds. At workplace, dressing professionally goes a long way in keeping thoughts professional, brings about confidence and even influences other to keep the approach work restricted
- Maintain professional distance – depending on the culture at workplace and diversity of workforce, maintaining space when interacting with colleagues is helpful
Some advantages to effective communication are that positive communication build a positive workforce. Workers are energized and feel good at work. It helps strengthen their working relationships. More approachable and ‘open-door’ the policies are helps keep relationships and rapports cordial as well as transparent. Transparency helps avoid conflicts. Even though, there may occur a friction, people trust the culture of the organization to sort it amicably and still maintain healthy acquaintances (Thomas et al . 2016, p. 263) Good leadership with strong sense of responsibility and motivation acts as an inspiration to give the best to good and productive work.
Certain ill effects of poor communication on the other hand are that unclear objectives, instructions lead to poor morale amongst employees and breaks their confidence in the system. There may occur conflicts which remain unresolved and leads to high ration employee turnover. Unimpressive behavior and communication skills only distances people till they see some efforts.
Good communication leads to effective interaction which delight people. People can understand the objectives properly and willingly assist to reach them. Relationships are better and stronger and managers get more out of their employees by maintaining clarity in policies, instructions, targets. By maintaining good eye contact, positive body postures, smart dressing and tailored talk which suits the situation and targeted audience, it is easy to build good image at work. By being emotionally aware and understand others point of view by giving equal opportunity to present their views, employees become cherished at workplace. Everyone likes them. Active listening, if practiced sincerely helps build trust that you are approachable and can empathize. Clear communication avoids conflicts and clearly presents the views logically acceptable. The organization must make all efforts necessary to keep their workforce in good shape in terms of strong business communication skills. Good workers create good and productive work environment which becomes essential to growth of any organization.
Kurtz, S., Silverman, J. and Draper, J., 2016. Teaching and learning communication skills in medicine . CRC press.
Wright, M. ed., 2016. Gower handbook of internal communication. CRC Press.
Allen, M., Carpenter, C., Dydak, T. and Harkins, K., 2016. An Interpersonal Project Leadership Model. Journal of Information Technology and Economic Development , 7 (2), p.24.
Ameen, K., 2017. The need and impact of learning “Personality Development & Communication Skills” in LIS education: a case study. Malaysian Journal of Library and Information Science , 18 (1).
Besley, J.C., Dudo, A.D., Yuan, S. and Abi Ghannam, N., 2016. Qualitative interviews with science communication trainers about communication objectives and goals. Science Communication , 38 (3), pp.356-381.
Charlier, S.D., Stewart, G.L., Greco, L.M. and Reeves, C.J., 2016. Emergent leadership in virtual teams: A multilevel investigation of individual communication and team dispersion antecedents. The Leadership Quarterly , 27 (5), pp.745-764.
Hamrin, S., Johansson, C. and Jahn, J.L., 2016. Communicative leadership: Fostering co-worker agency in two Swedish business organizations. Corporate Communications: An International Journal, 21(2), pp.213-229.
Henderson, K. and Mathew Byrne, J., 2016. Developing communication and interviewing skills. Skills for social work practice , pp.1-22.
Krumm, S., Kanthak, J., Hartmann, K. and Hertel, G., 2016. What does it take to be a virtual team player? The knowledge, skills, abilities, and other characteristics required in virtual teams. Human Performance , 29 (2), pp.123-142.
Moore, T. and Morton, J., 2017. The myth of job readiness? Written communication, employability, and the ‘skills gap’in higher education. Studies in Higher Education , 42 (3), pp.591-609.
Skinner, K.L., Hyde, S.J., McPherson, K. and Simpson, M.D., 2016. Improving Students' Interpersonal Skills through Experiential Small Group Learning. Journal of Learning Design , 9 (1), pp.21-36.
Slof, B., Nijdam, D. and Janssen, J., 2016. Do interpersonal skills and interpersonal perceptions predict student learning in CSCL-environments?. Computers & Education , 97 , pp.49-60.
Sousa, M.J., 2017. Human Resources Management Skills Needed by Organizations. In Leadership, Innovation and Entrepreneurship as Driving Forces of the Global Economy (pp. 395-402). Springer International Publishing.
Thomas, A., Piquette, C. and McMaster, D., 2016. English communication skills for employability: the perspectives of employers in Bahrain. Learning and Teaching in Higher Education: Gulf Perspectives , 13 (1).
Umashankar, K. and Charitra, H.G., 2016. Enhancing Interpersonal Competency through Soft-Skills Training with Reference to FIRO-B. Adarsh Journal of Management Research , 9 (1), pp.21-28.
Zerfass, A., Verčič, D. and Volk, S.C., 2017. Communication evaluation and measurement: skills, practices and utilization in European organizations. Corporate Communications: An International Journal , 22 (1).
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1.3 Communication Skills
Why are communication skills important and how are they developed?
What we have here is a failure to communicate.
We need to be able to be able to understand others, and help them understand us, so that we can get along. Both verbal and nonverbal forms of communication, as well as active listening, are essential to mutual understanding. Verbal communication includes the words we choose to convey our message. Nonverbal communication includes tone of voice, body posture or body language, and facial expression.
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RH1002: Communication Skills for Health Professionals Guide: Assessment 3: Written Assignment
- Assessment 2: Online Quiz
- Writing Resources
- Writing guide This link opens in a new window
- Assessment 4: Oral Exam
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Assessment 3: Written Assignment
The topic of the report is how good communication skills can contribute to the provision of effective health professional services from the perspective of a generic health professional.
You will require 3-5 relevant academic articles based on two specific communication skills . Use articles/ chapters from Peer-reviewed journals, textbooks, publications or webpages from professional bodies or government publications (please ensure the majority of your sources are from scholarly publications ).
Students will have two scenarios to choose from. These may be found in the Subject Outline and also in LearnJCU.
Here is a sample question. Look at these searches and try to apply it to your chosen scenario.
You have been referred a young man who has cerebral palsy and has difficulty communicating verbally and nonverbally. He lives independently with paid carers who accompany him to his appointments. You would like to talk with the client about his treatment but you find it difficult to understand what he is saying and the carer often talks for him. What particular communication skills will be needed in this situation?
Tip. Google Searches do not need ( ) brackets, and assume AND.
Search for educational or government sites that match your topic.
Tip. Google Searches do not need ( ) brackets, and assumes AND.
The InfoSkills Toolkit is a self-paced training tool to help you understand what is needed to unpack your assignment question, work out the keywords for your research, find good quality sources and reference them appropriately.
There are four modules, and you can work through them in order, or jump straight to the part you need. Come back to the guide whenever you need a refresher on basic searching skills.
One Search is a good place to start searching for books , ebooks , journal articles , and our e-journal content all at once.
Add limits to your search results from the LH menu ⦁ Subject Terms: Communication ⦁ Date range: the last 10 years & Content Type: Book, book chapter ⦁ Date range: the last 5 years & Content Type: Journals, articles
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- Last Updated: Jun 13, 2023 3:55 PM
- URL: https://libguides.jcu.edu.au/rh1002
Unit 3 Communication Skills in HSC Assignment
Effective communication between the service user and care provider is essential in assessment of the needs of the user and delivering care plan as per the needs in order to yield the best possible satisfaction to the service user. Thus unit 3 communication skills in HSC assignment study basically aims to discuss the process of communication in context of the care services in a particular health care setting and discussing the case of the patients with respect to problems in the communication leading to non effective provision of care in health and social care setting at UK. Also the light is thrown on improving communication process in care services.
Lo 1 use of communication skills in health and social care
1.1 relevant theories of communication.
Effective communication is where the intended or desired meaning is exchanged between the speaker and the receiver.
Various theories are applicable to communications in health and social care as:
- Behaviorist theories: the behavior of any individual is a result of the stimuli in the environment and learning or experiences gathered from various incidents and happenings around him. As seen with case study of Anna who was unable to move and had to wait for almost four hours outside the emergency ward and later the doctor without seeing medical history said that she is unable to move due to being drunk and did not called a nurse to support her, she was highly disappointed with the care provisions and thus this led to development of a negative feeling towards that hospital services and doctor.
- Cognitive theories: it is based on the pattern of mental process in the individual and describes that learning can take place at any point of life of an individual if the individual is capable of understanding things. Thus in health and social care, the workers must understand and learn that their behavior towards the patient should be to the comfort level of the patient in order to allow the patient to elaborate his needs and incidents related thus allowing better service delivery and resulting satisfaction.
- Social learning: It elaborates the use of role model and other influencing groups in the society like family group from which the individual learning takes place (Dainton et al, 2011). In case study of Anna, doctor must improve in attitude and care service provision by following a good doctor as role model.
1.2 Using communication skills in health and social care
In the effective delivery of care services in Health and Social Care, the communication skills that are needed include oral or verbal communication, face or lip reading, understanding of the body language of patients, sign language in case of deaf, questioning in order to understand the problem or need, etc. I think for the effective care services, the health care worker must be well capable of understanding what the service users want to convey, understand their needs, should be interested in listening to service user, decision making use of skills in verbal and non verbal communications and must design care plan or services on the basis of the overall analysis followed by checking effectiveness of care plan in meeting the needs of service user (Rothwell et al, 2011). I feel that the in case of Anna, the doctor did not receive well what the patient wanted to convey and was in some hurry or stressed out. Also the doctor was poor at communication skills like understanding of the pain and body language of Anna who couldn’t speak due to stroke and thus without examination or asking for medical history or the incident from Paul led concluding of Anna as being drunk. Thus due to ineffective communication skills in doctor, it led to development of negative feeling in Anna and Paul about the hospital services and the doctor in the case. I believe that the doctor should have rather focused on understanding of the body language of Anna who was in pain, asking for medical history from Paul and calling a nurse to help the patient in order to improve the comfort level of patient and effective care delivery.
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1.3 Inappropriate interpersonal communication between individuals
Interpersonal communication involves the exchange of words, gestures, etc between the service user like Anna and the care provider or doctor in the case. The inappropriate handling of the patient at emergency ward led to dissatisfaction in Anna and Paul over care services. The various methods for monitoring of the interpersonal communication in the health and social care include:
- Oral feedback from service users: about the services provided by the care provider or practitioner is valuable input in improving the inappropriate handling of communication with service users (Trenholm et al, 2013).
- Written feedback forms: available on the reception areas of the care organization or available online can help to ensure good behavior with service users and effective service provisions.
- Self reflection: is where the care workers are conscious and consider changes based on client or employer feedbacks
- Cameras at workplace: can help in dealing with problems of inappropriate communication with service users.
I believe these methods can be helpful in checking the inappropriate interpersonal communication in the care organization.
1.4 Strategies used to support the users
The most important aspect of contract in communication in health and social care includes the removal of any kind of barriers in communication with the service user. The most important aspect in communication includes providing the empathy or comfort to the service user and listening in order to understand the care needs effectively. However various kinds of supports may be needed in order to allow proper communication between the care provider and the user. In case of disability of the individuals at care or inability to express due support must be provided by the care workers and thus they may be good at lip or face reading, understanding gestures, making use of sign language and other forms of non verbal communication. In case of the patient at care is visually impaired, making provisions for glasses, magnification devices and enabling touch signals in case of blind patients (Robbins et al, 2011). British Sign Language is an important support in case of the service user’s being deaf or affected by any kind of hearing impairments by making patients understand through use of face, hands and body. Also people with various cultures or languages can be communicated in care delivery process through making use of pictures, signs, etc or appointing translators as this helps in understanding and making care delivery as per needs of the service users. Inability to speak as in case of Anna who was stuck with stroke requires doctor to understand the body language and gestures as pain through observation. I think that also doctor could have listened to Paul and asked for medical history from Paul and must have called nurse to improve the comfort level of the patient who went wet due to leaking bladder. I believe that support to users is important in making effective need assessment and care delivery in health and social care.
Lo 2 various factors influencing communication process
2.1 values and cultural factors’ influence on communication process.
The culture could be detailed as a sum of ideas, norms, beliefs, rituals and the overall behavioral patterns of people in the society and transfers from one to next generation through parents, teachers, etc (Roy et al, 2010). In health and social care, it is the responsibility of the care workers to work with service users with different cultures and enable the barriers in effective communications and service delivery by respecting their cultural values. In case the care provider is unable to understand the culture of the service user, he must appoint a translator or make use of pictures or graphical representations to enable communication with user. Violation of cultures is in no case acceptable and leads to distress as in case of the mentee in the case who was unable to follow the culture of health and social care organization in delivering care and rather than providing support to the Arab patient left him on floor with the sick and wet. I think that Mentee should have respected the Arab patient’s urgency asking for bowl and bed pan and must be aware of working responsibilities in health and social care while delivering care and should learn to communicate with the patient in pleasant manner and due empathy. Also I believe the mentor should have oriented the new mentee about the culture of the organization and ways of dealing with cultural diversity in the care organization.
2.2 legislations, charters and codes of practice impact communication process
Various laws are formulated by the government in order to regulate and control the working and life of the people in the country and legislations are applied to almost all the aspects of working of individuals in the country. As in health and social care, various laws apply to the practice and codes of practice imply the good conduct of employees in delivering care needs of service users.
Data protection act, 1998: entails the confidentiality policy or keeping up the privacy of the patient information knowledge in health and social care services. Thus care workers should not provide patient information to anyone unless consent is received from the patient. This impacts the communications by respecting the confidentiality of information (Turno, 2010).
Anti discrimination acts: is consisting of various laws such as
- Sex Discrimination Act
- Race Relations Act
- Disability discrimination Act
In health and social care, the care users or any other shall not be discriminated on the basis of caste, sex, race, age, religion, disability, etc and this affects the communication process through putting a bar on words, face expressions, signs, comments, etc pointing to any discrimination. As seen in the case of new mentee, who was not respecting the disability of the Arab patient stuck with Hysterectomy and did not provide due support and rather shouted on the patient (Barnlund et al, 2013).
Duty of care: implies that in health and social care, providing support to the service user is utmost priority of the care worker and in the case of new mentee who left the patient with sick on the floor to the nurse in-charge asking for a support staff, rather than helping him to rise to the chair and thus being non responsive to her responsibilities as care worker
2.3 effectiveness of organizational systems and policies in promoting good practice
All the care organizations must have clearly defined principles and strict compliance with the duties and responsibilities as care workers must be ensures in order to provide satisfactory services to the users. The hospital or organization systems must be capable of ensuring the governance of policies and principles in order to ensure the rights and interests of both the care users and car workers. Care organization must be capable of developing a culture towards compliances of laws, principles and policies in order to promote good practice in health and social care and safeguard the rights and interests of service users (Anon, 2014). Various methods can be used in the organization such as:
- Annual appraisals: include one to one interviews with the care workers in an organization and ensuring the compliance with the laws and policies thus ensuring good and safe practice.
- Inspections or checks: can help in making checks at any time in the organization.
- Monitoring services: through the cameras at various points in the organization can help in promoting good practice and behaviors of staff being monitored constantly.
- Training of staff: can help to bridge the gaps between actual and desired performance as may be clear from observation or annual appraisals.
- Feedback or complaints from service users: should be impartial and allowing service user to report without having fear of the authority or position of the service provider.
I think organizations can promote and ensure the good practice as according to codes and care standards as was done in the case of new mentee who misbehaved and did not respect the disability and support needs of Arab patient but the incident could have stopped from occurrence through camera monitoring. Thus mentor must provide training and orientation to the mentee before allowing any practice as it creates risks for the service users.
2.4 suggest ways to improve communication process
In order to improve the communication in health and care delivery systems various methods must be used by the organization and the efforts of the care workers are essential in the process.
Training on non verbal communications: must be provided by the care organization in order to make the care providers well at understanding the body language, face expressions and making use of sign language, etc. British Sign Language which makes use of hands and body movements in communications with deaf or hearing impaired service users can be a valuable input in improving the communications in care services (Sultana, 2013).
Support provisions: in the care organizations are a must in order to improve communication like availability of
- Translators: in order to remove culture or language barriers between the care user and the care providers.
- Provision of glasses: or other magnification devices in case of vision impairments in service users
- Graphical representation: devices can help in communication with the clients from various cultural backgrounds, mentally impaired or unable to speak or understand
Understanding of legislations: like confidentiality of client information, respecting the culture, religion, sex, age, language, disability of the patient or service user can help in improvement of communications with the service users.
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By undertaking the study on the communication process in the care organizations, it is evident that the communication effectiveness is crucial in delivery of appropriate service as per understanding of the needs of the clients or service users in order to yield best satisfaction. Also the laws and policies that apply to the field must be well understood by the care provider and organization must improve the practice through making use of training, monitoring and appraisals. Thus care organizations must place emphasis on improving the communications with the service users.
Dainton, M.; Elain D. Zellei; et al. (2011). Applying Communication Theory for Professional Life (PDF). Sage Publications. pp. 247-59 Rothwell, J. Dan. (2015) "In the Company of Others: an introduction to communication." 3rd Edition, New York, NY; Oxford University Press, PP 11-15. Trenholm, S.; Jensen, .r (2013). Interpersonal Communication Seventh Edition. New York: Oxford University Press. pp. 360–361. Robbins, S., Judge, T., Millett, B., & Boyle, M. (2011). Organization Behavior . 6th ed. Turno, R. (2010) Continuing development (online) available at http://www.slideshare.net/irishmeolynturno/health-and-social-care last accessed on 11 July 2016 Barnlund, D. C. (2008). A transactional model of communication. In. C. D. Mortensen (Eds.), Communication theory (2nd ed.,). New Brunswick, New Jersey: Transaction. pp47-57 Sultana, F. (2013) Communication (online) available at https://prezi.com/mkarqbpflojz/13-communication/ last accessed on 12 July 2016. Anon, m. (2014) ensure your actions reduce risks to health and safety (online) available at http://c/Users/w7/Downloads/Health%20and%20Safety%20in%20the%20workplace.pdf last accessed on 12 July 2016
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Assignment 7: Interpersonal Communication Skills
The purpose of this assignment is to help you examine the interpersonal communication skills you possess and how to further develop them. For this assignment, you will work independently.
LO1. Describe the skills associated with effective interpersonal communication.
LO3.Compare and contrast the different types of listening.
LO4. Apply interpersonal communication concepts to personal experiences.
The time estimated to complete this activity is 45-60 minutes.
Please address the following questions in a 200-400 word written response. Follow formal writing conventions using complete sentences and checking spelling, grammar, and punctuation.
- Of the concepts that you learned about in this chapter, which 3 do you think are most important for positive interpersonal communication experiences and why?
- What is your primary listening style (people, action, content, time)? Choose one of the other listening styles. What should you think about when communicating with someone who has the other listening style you chose?
- Recall a situation in which you experienced conflict. Now that you know some approaches to effective interpersonal communication evaluate the experience your recalled and write down what you could have done differently?
Psychology of Human Relations Copyright © by Stevy Scarbrough is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License , except where otherwise noted.