Communication P4 & M2

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P4 & M2


As a worker in the health and social care profession it is essential that I have good communication skills and can understand the challenges that others have to face in order to communicate effectively. A new residential and nursing home will be opening in my neighbourhood and I have been offered a position in the team of care workers. During the induction week – and before the tenants take up residence, staff has been allocated a variety of tasks to help ensure that residents are happy and comfortable in their new home.

        As the service users will have a variety of communication needs, many different approaches must be considered to ensure effective understanding. I have also been asked to devise a detailed chart for display in the staff office that identifies how communication needs may be addressed.

What home will I be attending?


I have drawn up a chart which will be posted up in the staff room; this chart indicates to employees what sort of communication skills should be addressed to the people. All conversations should be formal as employees and the old people who will be living there do not know each other.

Table of Communication: Empowering Care for the Service user’s.

The table above helps each employee use powerful communication skills with the service user’s it is important that each service user is addressed in an appropriate manner. Each service user may need to be communicated in a different way. It is the job of the employees to make sure they know the different needs of each service user before they are approached. I will identify each communication use and what impact it will have to the service.

Preferred spoken language

Not everyone that uses the service at the old people’s home speaks one language. The languages that are spoken vary world wide. United Kingdom has over 60 different languages which are spoken. It is important for me to know which of the service users will be speaking a specific language. The reason for this is because I will need to find employees which will be able to translate.

How does this link to health and social care?

In order for me to make the first move I will need to know what language the service user speaks. If I do not know what language the service user is speaking then I wouldn’t be able to have verbal communication with them even though they are able to communicate with me verbally.  

In this position I will need to make sure I have interpreters and translators. Interpretation and translation are vital in any setting where communication is blocked because individuals rely on different languages or communication system. Many people that will be using the service may live in communities where English may not be the first language spoken.

Identifying cultural needs

Identifying cultural needs is very important for not just this services users but any service. If somebody is very religious they have the right to stay side by side with their religion and do what they must do as long as it doesn’t put others at risk.

        The service users in the old people’s home which I will be working in may want to pray at a certain time of day. For example, 2pm however, at this time they have to take their medication. They should be allowed to have their prayer first and then take their medication.  

        If I was to identify all the services users’ needs it would simply indicate to me which individual needs to do what. For example, at 3pm one lady needs to pray, and a man has to have a cross around his neck at all times. It would allow me to indentify each need for each individual.

How does this link to health and social care?


As I will be working in an old people’s home I will need to make sure that all the cultural needs are indentified by me and my colleagues. I would also need to make sure that each colleague deals with all the cultural needs in an appropriate manner. I shouldn’t be hearing complaints for a service user about how she never got to pray at a certain time, because I would have already been address about her cultural needs.

Using listening skills in order to provide emotional support

The use of listening skills is always important in any environment, in order to get have a two way conversation the listener and the speaker would need to have a good communication skills I have explained in [p3] how the communication cycle works. That should be adapted here. Old people will be very emotional they may be living in the old people home because they weren’t being looked after where they were previously living, or they do not have any relations left or simply because they are lonely.

        These service users will be emotional at different times of the day and it will usually occur on a weekly basis for some, for a few it may not even occur at all.

How does this link to health and social care?

It is important that I train my colleagues to have excellent listening skills. The service users at this home will not only be here to be looked after properly but will also be here so they can talk to somebody. If they do not talk, to my colleagues they may build up emotional stress which could lead them to anxiety, this is not healthy for those of old age.

        It will be my job to make sure that I get feed back from the service users to see how the listening skills are being adapted in the environment. If the service users feel that they are not being listened to then I would have to do something about it and take disciplinary actions, as this is vital.

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Showing that you value others

Valuing others shows that you care about their needs. It also shows that you actually understand what is being said and what emotions are being reached out for. Valuing others is very important. If a person does not feel valued – if a person feels emotionally threatened during an interaction then this will create a barrier that is likely to lead to ...

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