Topic Area 3

• What are the 8 Verbal Communication skills?

  -Clarity

  -Empathy

  -Using appropriate vocabulary

  -Tone

  -Pace

  -Volume

  -Patience

  -Willingness to contribute to team working (e.g. telephone calls)
• What are the 6 Non-Verbal communication skills?

  -Positioning: Height

  -Positioning: Personal Space

  -Body language

  -Facial expressions

  -Eye contact

  -Sense of humour
• What are the 6 active listening skills?

  -Open, relaxed posture

  -Eye contact/looking interested

  -Nodding in agreement

  -Showing empathy

  -Summarising to show understanding
• What are the benefits of practitioners using AL skills for Service Users?

  -Feel secure and confident that their care needs are listened to

  -Feel respected

  -Feel empowered

  -Establishes trust between service user and provider
• What are the benefits of practitioners using AL skills for themselves?

  -Helps them to gather information that they require

  -Helps them to get to know the individual

  -Be aware of the SU's needs, preferences and choices

  -Allows them to identify and plan for individual's needs
• What are the methods of specialist communication?

  -Using an advocate

  -Braille

  -British Sign Language

  -Hearing Loop

  -Interpreter

  -Makaton

  -PECS

  -Translator

  -Voice Activated Software
• What is an Advocates role?

  Someone who speaks up on behalf of an individual who is unable to speak for themselves:

  -Represent the individuals opinions, not their own

  -Ensure individual's needs and rights are recognised

  -Act in the best interests of the person they're representing
• Who may need an advocate?

  -Under 18's

  -Someone with a learning disability

  -An older person with a condition (e.g. alzheimers)

  -People with mental health problems

  -Someone with a physical disability
• What's the difference between an interpreter and a translator?

  Interpreter: Translates spoken or signed words from one language to another

  Translator: Translates written words from one language to another
• What is Makaton?

  Using gestures alongside symbols/pictures and speech. Often used with young children, 'baby signing'
• What are PECS?

  Picture Exchange Communication: Using pictures that aid communication. Often used with Autistic children
• What is Voice-Activated software?

  Allowing people to write and use applications with their voice rather than a mouse/keyboard.
• How does using appropriate vocabulary support rights and person-centred values?

  -Aids SU's understanding of procedures: reassures them

  -Not using Jargon: so it's not confusing

  -Enables informed decisions to be made
• How does not being patronising support rights and person-centred values?

  -Service User's feel valued and respected

  -Instils confidence

  -Develops trust

  -Reassures service users they're being taken seriously
• How does adapting communication support rights and person-centred values?

  -Meet the needs/rights of the individual or situation

  -Equality of access

  -Understanding- make informed choices
• How does listening to an individual's needs support rights and person-centred values?

  -Empowerment, valued, respected

  -Raises self-esteem

  -Instils confidence

  -Shows care workers are listening
• How does using specialist methods of communication support rights and person-centred values?


  -Ensures equality of access

  -Empowers SU's

  -Individual needs are met
• What are the impacts of using poor communication skills?

  -Misunderstanding if information is not clearly explained

  -Errors or danger to health

  -Distress or upset if the SU feels patronised

  -Speech too fast/unfamiliar vocab= lack of understanding