Learning outcome 1 – Understand why effective communication is important in the work setting

1.1 Identify the different reasons people communicate

People communicate for several reasons. Example include:

  • To express a need or desire
  • To share information or ideas
  • To socialise
  • To ask questions or learn something
  • To provide instructions
  • To show compassion or empathy
  • To motivate or encourage
  • To share feelings, opinions and beliefs
  • To develop relationships and build trust
1.2 Explain how communication affects relationships in the work setting

Communication is used to create, build and maintain relationships in the workplace. This can be relationships with clients/service users, colleagues, managers, client family and friends, professional contacts (such as social workers, GPs, psychologist etc.) and anyone else is associated with the organisation.

By using friendly and supportive communication, you can make a good first impression and over time, with compassionate and empathetic communication, you can build trust with others and create a comfortable and secure environment.

Clear communication ensures that people fully understand the message or instructions that you are conveying.

Active listening ensures that you are focused on the individual and are actually hearing and processing what they are saying. This helps people feel valued and respected.

Learning outcome 2 – Be able to meet the communication and language needs, wishes and preferences of individuals

2.1 Demonstrate how to establish the communication and language needs, wishes and preferences of individuals

To be able to meet and individual’s communication needs, wishes and preferences,  you must first understand what they are. This may be as simple as talking to the individual themselves, however if they are no-verbal or have limited verbal communication skills you may wish to try other methods of communication or speak to others that know the individual better. This may be their family, friends, carers or other professional contacts.

Another great source of information about their communication requirements is their care & support plan or other documentation.

Observing how others interact with the individual can also be very useful, as well as being aware of the individual’s culture, ethnicity, nationality and history. For example, an individual that has recently moved from overseas may have limited understanding of the English language.

2.2 Describe the factors to consider when promoting effective communication