Analyse communication methods and assess their effectiveness in a care setting.

by Clare

– Analyse communication methods and assess their effectiveness in a care setting (1000 words).

“Communication is the imparting or exchanging of information by speaking, writing or using some other medium” (www.oxforddictionaries.com).

We all use a variety of communication techniques to both understand and to be understood. It is vitally important to have good communication between service users and service providers as it assists in building an effective working relationship. In a care setting all forms of communication are used whether this is face to face, electronically via emails or other special methods such as British Sign Language or Braille.

A good working relationship allows a client to have their thoughts and concerns discussed, a good understanding of procedures, a well arranged care plan and offers respect. A good example of the communication cycle is by Edward Leigh - Model of Healthcare Communication (www.scmedical.org):

Psychosocial – The action of understanding, being aware of, being sensitive to and vicariously experiencing the feelings, thoughts and experience of another. An empathetic response could take as little as 30 seconds. The use of empathy can immediately put a client at ease.

Interviewing – First impressions are critical in building a rapport helping a client feel at ease. Let the client talk, use open questioning and avoid using the word “why” as this can be seen as judgemental and should be avoided to prevent the client becoming defensive and closed off.

Educating – Explaining procedures to clients using appropriate and none jargon language, offering explanations for actions and using resources can prevent the client from feeling anxious and unable to make an informed decision regarding their care.

Communication can be broken down into two main categories: verbal and none verbal:

Oral Communication

Oral communication is most often face to face and involves the use of words and sentences, also known as verbal communication. This is important when welcoming people, providing emotional support, problem solving, exchanging ideas and building a sense of trust.

For oral communication to be effective, appropriate use of language must be used within a person’s level of understanding and refrain from using abbreviations, medical terminology and jargon. Oral communications can be difficult to maintain, easy for misunderstandings as vital information may not be ...

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Communication can be broken down into two main categories: verbal and none verbal:

Oral Communication

Tone of voice is also important as talking loudly and in a fixed tone could be interpreted as being angry. Speech must also be at a steady and clear pace, talking excitedly and at a fast pace may leave clients finding it hard to understand and may not hear everything that is being imparted on them. ()

Feedback from oral communication is spontaneous and immediate, for this reason choices can be made swiftly without impediment. In the case of disputes and differences, they can be settled by immediately conversing them over.

Written Communication

Written information can provide a more accurate and permanent form of communication. Written communication is essential in health and social care to keep records, care plans contact sheets, and clinical history. Written work remains of file for years and can influence future actions. One difficulty with keeping paper records is that what one person finds important another may not. Poor record keeping undermines good care practice, leaves health and social care workers vulnerable to legal and professional challenges and increases workloads.

When completing records it is good practice to follow the LACES method (City and Guilds Textbook page 248-251):

Legible – Handwriting has to be clear, if your handwriting is illegible other care givers will not understand what actions you have taken or what is expected of them.

Accurate - Records must be based on fact and not your own personal opinion.

Concise – While workers need to record everything it must be concise, Keep it Short and Straightforward (kiss).

Equality Based – It is vital that health and social care values underpin all record keeping using positive language to reflect, respect and value equality and diversity.

Shareable – It is important to remember that service users have the right to access their records and therefore the recording must be fit for sharing with clients.

Computerised Communication

A wide amount of information is now easily accessed via the internet. Computerised communication is defined as a means of communication through computer mediated formats. For example instant messages, emails, chat rooms and social networking. Computerised communication is used when a transaction occurs through use of two networked computers (www.uk.ask.com). We can also record, store and communicate information instantly and effectively over long distances. Disadvantages of this form of communication is computers are at risk of being hacked, power failure, viruses, possibility of information being deleted, poor staff training, human error may not be identified, and data input may need to be validated (www.wiki.answers.com).

Augmentative and Alternative Communication replaces or supplements speech using unaided and aided methods of communication. Unaided methods involve the client using their own body by signing, body movements, vocalisations and eye pointing. Aided communication uses additional resources and equipment including the use of objects, voice output, communication aids and other gadgets.

Sign Language

Sign language is made up of shapes, positions and movement of the hands, arms or body and facial expressions convey personal feelings. In the United Kingdom British Sign Language is the most commonly used method of signing. Sign language can be difficult to use and interpret.

Braille

Braille is widely used by blind people to read and write. Each braille character is made up of six dot positions arranged in a triangle, a dot can be raised at any of the six positions (City and Guilds Textbook Page 459).

Makaton

Makaton is a language system based on British Sign Language where key words are signed in word order alongside speech meaning information is given in a very visual way. Makaton is an effective method in encouraging the development of speech and predominantly used with people who have learning disabilities (City and Guilds Textbook Page 459).

Body Language

Body Language can include can include body posture, gestures, facial expressions, and eye movements (www.helpguide.org).

Facial expressions

Our facial expressions are able to express emotions without saying a word and facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.

Body movements and posture

The way you move and carry yourself communicates a wealth of information to a client. This type of nonverbal communication includes your posture, bearing, stance, and subtle movements.

Gestures

We wave, point, beckon, and use our hands when we’re arguing or speaking animatedly expressing ourselves with gestures often without thinking. However, the meaning of gestures can be very different across cultures and regions, so it is important to be careful to avoid misinterpretation.

Eye contact

Eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other person’s response.

Touch

We communicate greatly via touch. Messages can be given by: a weak handshake, a timid tap on the shoulder, a warm bear hug, a reassuring slap on the back, a patronizing pat on the head, or a controlling grip on your arm.

Space

We all have a need for personal space, although that need differs depending on the culture, the situation, and the closeness of the relationship. You can use personal space to communicate many different nonverbal messages, including signals of intimacy and affection, aggression or dominance.

Voice

When we speak clients listen to our voice hearing our pace, volume, tone and inflection, and sounds that convey understanding, such as “ahh”. A tone of voice can indicate sarcasm, anger, affection, or confidence.