This page is designed to answer the following questions:
- 6.1c Describe why it is important to observe and be receptive to an individual’s reactions when communicating with them (Care Certificate, Standard 6: Communication)
- 1.3 Explain why it is important to observe an individual’s reactions when communicating with them (Level 2 Diploma in Care, Communication in care settings)
- 2.4 Demonstrate how to respond to an individual’s reactions when communicating (Level 3 Diploma in Adult Care, Promote communication in care settings)
NOTE: This page has been quality assured for 2023 as per our Quality Assurance policy.
It is important to observe an individual’s reactions when communicating with them as there may be visual cues about their understanding and feelings that they are unable or unwilling to verbalise. Being mindful of these reactions can help you to communicate effectively, demonstrate that you are listening, keep the conversation flowing 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 continue. If the individual looks confused, it may indicate that they do not understand, and you may need to rephrase what you are saying using 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.
Some reactions may be related to the environment or the situation and have no bearing on what you are communicating at all. Therefore, it is important to do your best to make an individual as comfortable as possible before the conversation starts to ensure they are receptive as possible to what you are saying.
Environmental factors can include:
And situational factors can include:
- An unexpected meeting
- Conversing immediately after an incident
- Feeling rushed and not having enough time to converse properly
You may be able to identify the reasons for an individual’s discomfort by observing them during the conversation. For example, if they are shivering, it could indicate that they are cold, and you can offer them a blanket or turn the heating up. Or if they seem tired and unresponsive, it may tell you that they should get some rest and the conversation should be rescheduled.
In summary, without observing the person you are communicating with, it will be very difficult to identify and remove barriers to communication and tell whether they have understood you correctly.