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Describe two stratergies that you could use to clarify misunderstandings.

A misunderstanding can be clarified by actively listening to what an individual is saying and then verifying their main points. This is done by repeating it back to them in your own words and asking if what you have said is correct.

Another method that can be employed is to ask somebody else to mediate. They may be able to better understand the individual as well as explain it to you in a different way.

Identify three examples of barriers to communication and explain how you could overcome each barrier

Individuals either side of a wall that represents a barrier to communication

A good social care worker knows that effective communication is a very important part of the job and understands that methods of communication used should be tailored to the individual. The table below lists three examples of barriers to communication and how they may be overcome.

BarrierHow it can be overcome
1. LanguageIf two individual’s do not share a common language, communication can be difficult as they will not be able to understand one another. A rudimentary form of communication can be utilised by using signs, gestures and/or pictures, however a better solution would be to employ the services of a translator or interpreter who is conversant in both languages. Over the long term, one or both individuals could learn the other’s language.
2. Stress/AgitationIt can be difficult to communicate with an individual if they are feeling stressed or upset. In a heightened state of mind it is difficult for anyone to concentrate or hold a conversation, so the primary objective will be to help them return to their baseline. This can be done in a number of ways dependent on the individual. Examples include giving them time and space to calm down on their own, showing them empathy and compassion or offering solutions to their problem. Once the individual is in a calm state, the barrier will be lifted and communication can continue.
3. Sensory Impairment (e.g. deaf, blind, non-verbal)If an individual has a sensory impairment, communication difficulties can be overcome in a variety of ways. Deaf people may use a hearing aid to hear, use sign language or be able to lip read. It is also important to try to avoid an unnecessary background noise. Blind people are still able to speak and listen and can read using Braille. Non-verbal individuals may use writing, pictures, signs and/or gestures to communicate.

This is not a definitive list. Other barriers to communication might include:

  • Shyness: A shy individual may be very anxious about talking to other people, especially those they do not know well. This could be overcome by ensuring the individual is in a comfortable and (ideally) familiar environment, having people with them that they know and trust and working with the individual over the long-term to build trust.
  • Vocabulary: Use of long words or technical jargon may confuse individuals who are not familiar with the vocabulary. This can be overcome by using plain simple language and keeping sentences short.
  • Location: Perhaps the most obvious barrier of communication is the location of the two parties. There may be a long distance that makes meeting face-to-face impractical. Technology such as telephones and the Internet may be used to overcome this.

Explain how an individual’s background can influence the way they communicate

The background of an individual will have a big influence on how they communicate.

In some cultures, eye contact is viewed as impolite or disrespectful in certain situations, such as between a father and daughter or a professor and student. Similarly, some cultures display emotion and feeling in their communication whilst others are more subdued.

An individual who has been brought up in a close, loving family with lots of affectionate touching may naturally hug everyone they meet, even when it would be considered socially inappropriate, whilst an individual that has been abused in the past may be timid or cower away from people in close proximity to them.

Education (or a lack thereof) can limit an individual’s ability to communicate. They may not be able to read or write and may have a limited vocabulary with which to express themselves.

If an individual is from a different country, their knowledge of the English language could be limited, making it difficult for them to communicate their needs.

Explain why it is important to respond to an individual’s reactions during communication

During the process of a conversation, an individual may react in a plethora of ways. It is important to observe and respond to these reactions to show that you are listening, keep the conversation going and prevent misunderstandings.

For example, if the individual is nodding whilst you are speaking, and clarifying what you say, it probably means that they are listening and attentive and you should carry on. If the individual looks confused, it may indicate that they do not understand and you may need to re-explain what you are saying in different words. If they are avoiding eye contact and looking in the opposite direction it may mean that they don’t like what you are saying or aren’t interested, so you may need to try a different approach or try again later.

Describe three verbal and three non-verbal communication methods and styles that a social care worker may use in an adult care setting

 

VerbalNon verbal
Speaking – The most obvious form of verbal communication is by speaking in a language that both parties are familiar with. It is also important to ensure that the vocabulary used is appropriate for the individual and situation.Touch – Touch can be used to express different feelings to an individual. For example, a pat on the back when they have done something good can make them feel proud and happy or holding their hand when they are having an injection can display compassion and empathy.
Voice Tone – Tone of voice can have a massive influence on how something is communicated. For example, if you gently ask an individual “What’s the problem?”, it will convey that you are interested in the situation and want to offer assistance, whereas if you yell “WHAT’S THE PROBLEM!?” at an individual it would be conveyed as confrontational and aggressive.Gestures – A gesture is a movement of a part of the body to express and idea or meaning and can be used instead of or in addition to verbal communication. For example, holding your thumb up can be used to say ‘yes’ or that something is ‘okay’ and a wave of the hand could mean ‘hello’ or ‘goodbye’.
Written – Verbal communication can also take the form of writing. In an adult care setting , there are many documents and records that need to be kept up to date including Daily Records, Medication Administration Records and Finances. Written records must always be accurate and legible.Facial expressions – Facial expressions is a great way of ascertaining an individual’s mood. Smiling often means an individual is happy and frowns usually mean the individual is sad about something. If an individual has a confused look on their face when you are explaining something, it probably means you need to explain it again or if they are grimacing, it may mean that they are in pain.
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