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The role of effective communication and interpersonal interactions in health and social care settings

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´╗┐Emily Sawyer health and social care ? level 3 the role of effective communication and interpersonal interactions in Health and Social care settings ________________ emily sawyer unit 1, p1, P2 & m1 ________________ Contents page margaret stern contexts one-to-one groups informal formal verbal non-verbal communication between colleagues communication between professional people and people using services multi-agency working multi-professional working communication forms text messaging oral signing touch technology interpersonal Interactions speech & language (slang, j argon etc) non verbal communication and Language Needs and Preferences individual preferred method of communication Argyles Communication Cycle Stages Tuckman?s Stages Of Group Interaction four stages of group development ________________ contexts Communication is a major part in all of our lives. There are many different methods of communication and we are gaining more and more all the time. one-to-one One-to-one communication means one person communicating with another person without anybody else joining in or interrupting. In any conversation; it is important to create the right feeling by being friendly and showing both interest and respect for the other person. The conversation needs three main components; a start (hi, hello, good morning etc) a middle (the conversation context, when you both discuss what you need to talk about) and an ending (bye, see you later, have a good day). Whilst engaging in one-to-one communication in Health and Social Care, the service provider should use open questions; these give the service users a chance to talk for a longer amount of time, which can convey different and more useful information which is a bit different to one word responses. groups People belong to many different groups of people which include friends, family and work groups. The communication skills that we use in group contexts are different from those that we use in one-to-one situations. Group communication is a lot harder because it only works properly if everybody has the opportunity to be involved and this means that people have to learn to make compromises and know when to take their turn when it comes to the both aspects of speaking and listening. ...read more.


As we have already established, different groups of people have many of their own special words, phrases and speech patterns. These groups may be called different speech communities. Some people may feel threatened or excluded by the kind of language they hear in these speech communities as they will either not fully understand it, or not agree with what is being said and potentially take offence to it. The technical terminology used by heath and social care workers (jargon) can also create barriers for people who are not a part of that ?speech community?. Many social groups use slang (which are non-standard words that are understood by other members of a speech community but which cannot usually be found in a dictionary). non verbal Posture The way you sit/stand/hold your body can send messages and convey what emotions you are feeling to the person that you are with. Your body movements will also communicate messages. Touch As we have already seen, touch is another way of non-verbal communication. Touch can easily be misinterpreted, so you need to make sure that your actions are clear. Silence Sometimes a pause in conversation can make people feel embarrassed as they think it makes it look as if they were not listening or they were not interested. However, sometimes a silent pause can simply mean that they are thinking and need some time to figure out how they are going to communicate. Proximity The space between people can usually show how ?friendly? the conversation is. However, different cultures have different customs regarding the space between people when they are talking. In Britain there are the ?normal? boundaries as to how close you should be when you talk to others. When talking to strangers we usually keep ?an arm?s length? apart because getting any closer would be kind of inappropriate and unnecessary. When you become friendlier with someone you may accept them being closer to you. ...read more.


Some group members will think that it's good to be getting stuck into the real issues and sorting them out, whilst others will wish to remain in the comfort and security of stage 1. Depending on the type of the group work and the individuals, the conflict will be more or less suppressed, but it'll be there, under the surface. To deal with the conflict, individuals may feel they are winning or losing battles, and will look for structure and will set rules on how to stop the problem from reoccurring. Stage 3: Norming As Stage 2 carries on evolving, the hierarchy of the group become established, and the main aim of the group?s tasks or responsibilities is clear and agreed. Now that the group members have had their arguments, they now understand each other better, and can appreciate each other's skills and experience and put them to good use. Individuals will now listen to each other, appreciate and support each other, and are prepared to change their views that they had before as they now see themselves as if they're part of a solid and effective group that can successfully deal with the work. However, many individuals have had to work hard to get to this stage of group working, and so may resist any pressure to change just in case the group disband because of an argument. Stage 4: Performing Not all groups reach this stage as they are considered to be independent and flexible. Everybody in the group knows each other well enough to be able to work together, and they trust each other enough to allow independent activity. Also, if there were any problems within the team, they all feel comfortable enough to talk about it and try to resolve the issue without their being major arguments. Roles and responsibilities change according to need as the team workers all know each other?s individual strengths and weaknesses in specific areas. This high level of comfort means that all the energy of the group can be directed towards the task in hand, which means that the task can be completed quickly. ...read more.

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