Importance of effective communication

• What are the six special methods of specialist communication?

  • Advocate
  • Braille
  • British Sign Language
  • Interpreters
  • Makaton
  • Voice activated software
• Effective communication

  Effective - successful in producing a desired or intended result

  • Supports the care values
  • Helps to meet service users’ needs
  • Protects the rights of service users
• Supports person centred values and protects their rights

  • Empowers service users
  • Provides choice and control of their care
  • Provides reassurance they are at the centre of their care
  • Ensures they are part of the decision making process
  • They will feel valued and respected
• The communication profile/passport

  It will have all of the details needed to ensure that a service user’s needs and rights are met. It can be used with many service users, such as those people who:

  • Have a learning disability
  • Have a physical disability
  • Have had a stroke
  • Are deaf or blind
  • Do not speak English as their preferred language
  • Are shy/introverted and do not enjoy communicating information with new staff
• Benefits of the communication profile/passport

  • Helps service providers understand the communication needs of a service user
  • Includes information about their likes/dislikes and communication skills
  • Will be updated regularly
  • Enables consistency between staff
• The impact of good communication skills:

  • Well-informed service users are able to make informed choices and decisions.
  • Actively listening to a service user’s needs, concerns and opinions enables them to feel valued and respected because they will feel that they are being taken seriously and treated fairly.
  • Using appropriate vocabulary/no jargon aids understanding so service users feel reassured and mutual trust is developed.
• The impact of poor communication skills:

  • Misunderstanding if information is not clearly explained because the message received will not be as intended and will not be understood.
  • Errors or danger to health due to inaccurate record keeping because the information obtained will not be accurate or reflect the service user’s needs.
  • Distress/upset if the service user feels patronised because they will not feel respected or valued.
  • If speech is too fast, the listener will not have time to take it all in and misunderstandings may arise.
• How to avoid creating communication barriers

  Using vocabulary that can be understood

  • no jargon
  • specialist terminology must be explained
  • age-appropriate vocabulary
  • using interpreters or translators
• How to avoid creating communication barriers

  Not being patronising

  • no sarcasm or talking down to the person
  • not ignoring their views or beliefs because they are different to yours
  • use of positive body language eg nodding agreement and appearing relaxed
  • being polite
  • being patient and listening to repetitions
• How to avoid creating communication barriers

  Adapting communication to meet service User's needs or the situation

  • emphasising important words
  • slowing the pace if necessary
  • increasing tone of voice but not shouting
  • repetition where appropriate
• How to avoid creating communication barriers

  Listening to service user's needs

  • active listening - demonstrating interest to what a person is saying
  • ask the person - do not assume you know what they want, need or prefer
  • concentrate on what the person is saying, which can encourage them to communicate their needs