Communication and Negotiation in Mental Health Care: A Reflective Log

This reflective log discusses the importance of communication and negotiation in mental health care, with a focus on a specific incident. It also explores the role of a carer and the 6C's of communication. The incident involved a young service user with mental health illness who was undergoing behavioural therapy. The doctor informed members of the public about the therapy, which made the patient more depressed and disturbed. The author reflects on their feelings of insecurity and underconfidence, and how they learned about communication, conflict resolution, and negotiation through their studies. They also discuss the importance of care and compassion in delivering effective mental health care. The author concludes with an action plan for future practice, including being more foresighted, addressing the needs and requirements of service users, and following professional standards.

Programme Title
BSc ( Hons )Business management
Module title
PPSM
Student Name
Student ID
Date
Reflective Log
Title: Communication and negotiation
Communication is the act of transferring information from one person to
another which helps in sharing the what has been said by the individuals (Koegel,
Bryan and et.al., 2020).
Negotiation is the strategic discussion which helps in solving the issues which
are acceptable by different people involved in the discussion.
Description:
The incident I will be reflecting on is occurred whilst I was placed on the
mental health ward during my second year of nursing. We had a young service user
hospitalized in the ward due to mental health illness. When she arrived, we had read
the service user history and all the detail information that she had and about some
learning difficulties which made her mentally ill and problems in her communication
with other people. It is very important that I know about the mai areas of care
services which are provided to the care takers (Adeani, Febriani and et.al., 2020). A
doctor came into the room with four members who were visiting the hospital for the
process of job advertising. When doctor entered the patients’ room, she informed the
members of the public that behavioural therapy was going on to the patient within the
room. When the patient was undergoing the therapy, it made her more depressed

and disturbed which took other nurses to calm her down so that she could be able to
communicate properly to improve her mental illness.
For improving the mental illness of the service user, communication is the
basic key to which improvement in the mental health of the service user can be
observed. I have learned this through the five-week study. In the first week, I had
learned that what was reflective writing (Tanaka, Okamoto and et.al., 2018). Along with
this, casual thinking vs reflective practice was also denoted and defined. Also, I had
learned what is included in reflective learning process and the benefits of reflective
practice. In the second week I had learned that communication is the major key to
solve the mental health problems and issues.
The art of communicating was being learned which helped in knowing that
with the help of effective communication mental health problems could be solved as
the service user was able to communicate what were her needs and requirements.
Communication is the giving and receiving of signals and messages which also
helps in reflecting towards what were the feelings. In week three, I had learned what
is conflict and conflict resolution within the workplace (Bassot, 2020). What is conflict
and types of conflict were explained in this week so that I could learn about this in
detail. Along with this, levels of conflict with their advantages and benefits were also
being discussed. In week four and week five, the term what is meant by negotiation
was also learnt. In that I had learned how the communication between the two
parties was being done that is the four members of public which had come for the
visit and the doctors.
Feeling:
When this incident occurred, I was assured that the mental health ward was
being shown by the doctors to the four members for the process of job advertising.
When the incident took place, I had been working in the mental health ward for eight
months, so I feel insecure of my position while working with different people having
different positions within the team (Burgoyne and Chuppa-Cornell, 2018). At that time, I
was feeling very under confident and was unsure as how to deal with the situation on
my own. But by being at the position of being a carer, I was able to understand that
mental health problem of the service user was to be taken care of along with other
doctors. But to my amusement, I foul out that the needs and requirements of the

service user was less taken care of by the doctors which stressed both the service
user and the doctors. This created problems and issues for both the mental health
service user in the ward and doctors which were engaged in some other processes
of work. At that time, I felt that it was very important to take care of the service user
so that she recovers from her mental health problem which could be only solved by
communicating with her during the behavioural therapy as she was being treated
with that.
Also, in the week studies, I had studied that how effectively with the help of
communication, I was able to learn and understand the needs and requirements of
the service user so that she recovers fully and quickly (Dhaliwal, Singh and et.al.,
2018). And also by how with different types of communication process, I was able to
understand that the service user is also engaged in properly taking care of her
mental health. I had also observed that with the help of two parties involved which
were the four members of the public for the inspection for the ward and the doctors
involved, there was agreement on the issue which was being considered. Both the
parties were involved in the communication which helped in analysing and identifying
their needs and there interests.
Therefore, the common ground was being taken into consideration which
helped in knowing that what were the requirements of both the parties which were
the for members of public and the doctors regarding the job advertising process
which took place (Sicora, 2019). I was concerned for the service user so that her
mental health is being taken care of large scale and this helped in knowing that how
the process of communication can be taken into concern. I also felt that special care
and concern should be provided to the service user and I being the carer ensured
that what were the needs and requirements of the patient which were to be fulfilled
effectively.
Analysis:
According to Nursing and Midwifery Council NMC (2015), It helps in
maintaining the register of all doctors, carers and specialist community and public
health doctors and nursing also associates the practice within UK. This professional
standard is being maintained so that health and safety of the service user is provided
to them. This standard creates the value of prioritizing people, frame professionalism
and trust etc. In this incident where the needs and requirements of the service user

is not being satisfied as the professional code of conduct was not being followed.
Therefore, the service user was not provided the services which were for promoting
the well-being and health of the service user. Verbal and non — verbal
communication methods should have been adequately used within communication
process. Care is one of the key aspects of 6C's of communication which helped in
knowing that care was being provided to the service users so that the cares and
doctors takes care of the service user and value the process in an effective and
creative manner. The 6C's are — care, communication, commitment, compassion,
competence, courage. Among this, there is care provided to the service user which
helped in analysing the aspects of how care was provided to the patients in
appropriate manner. The communication model which is 6C's should take concern of
all the aspects of care and concern which is to be provided to the service user
having mental health problem.
The service user was facing the problem of communication and difficulties in
their learning process on regular basis for which they were provided behavioural
therapy for their mental health problem (Gharaveis, Hamilton and et.al., 2018). Due to
the metal health problems, the service user was facing issues in the regular living.
The service user was also facing problematic behaviour problems, therefore, the
needs and requirements should be fulfilled of the service user.
Practice:
I being the carer, was able to understand and analyse that how the care was
provided to the service user. My practice involved compassion and care as how
positively I was able to handle and take concern of all the details of the service users
so that proper and systematic care was provided to the service user having mental
health problems and issues. I also understood that what are the needs and
requirements of the patients which were to be fulfilled so that she recovers from
mental health problem (Hasson, Muldrew and et.al., 2020). I have also learned through
different week studies that how reflective practice was being undertaken which
helped in delivering and analysing my role in health care. I had learned different
things in different weeks which contributed to my practice in more effective and
significant manner. In week two, I had learned that how communication is an
effective way in exchanging ideas and communicating with other people. With
different types of communication such as verbal and non — verbal, it helped me in

reflecting to my role in effective manner when and where required. I also
communicated with other doctors and healthcare professionals and learned that how
care and concern was to be provided to the service users.
With the help of week three, I had learned that how conflicts at the workplace
can be resolved when they occur. Within my practice I was able to understand that
how the conflicts were resolved (Øvretveit and Degsell, 2019). This helped me in letting
know that how effectively and in appropriate manner the changes while delivering
the role was being taken care of. In week four and five, I being the carer observed
the two parties which were the four members of public which came for the visit of the
mental health ward and the doctors involved in the negotiation were communicating
regarding the job advertising.
Conclusion:
From this incident and experience, I am more compassionate about delivering
the professionalism practice which was undertaken by me. I have gained more
positivity and insight from my role which helped me in knowing that I have become
more aware of the situations which cause problems. I have also learned that strong
work professional relationships helped in delivering the best of my performance
during my practise. The strong relationships should be taken into consideration such
that the practice of being a carer is understood in better and effective manner. With
the help of this reflective practice, I was able to analyse and identify the aspects of
how my role is delivering and helping the service users to take care of them and
solving the mental health problems in effective manner. The importance of
communication and negotiation was also analysed and undertaken at large scale
within the healthcare sector effectively.
Action plan
In the future, I aim to be more foresighted so that I am able to handle any type
of situation within my role as being as a carer. This helps in dealing with the service
user who is stressed. This also ensures that all the information is passed for
analysing the well-being of the service user (McLean, Clarke and et.al., 2020). Along
with this, I will address and analyse the needs and requirements of service users by
ensuring that effective communication is being undertaken for their learning
difficulties due to their mental health problems. With the help of communication, I will
undertake some research on service user regarding their mental health problem

which they are facing. This will also help in carrying out my practice in effective and
significant manner.
I will not procrastinate that other professionals in health and social care will
analyse and observe all the details which are taken into consideration which are
required in healthcare. I will further in future continue with the reflective practice as it
will help me in delivering my role and knowing importance of my responsibilities I
more professional manner (Vizeshfar, Momennasab and et.al., 2021). I will also follow
the rules and standards which are important in healthcare and nursing. I will also
implement the principles in more appropriate manner so that I am able to create
value to my practice significantly. I will also ensure that how I am able to deliver my
practice by being a carer for taking care of service user having mental health
problems.
I will also identify the aspects of how safety and care is to be provided to the
service user in taking care of service user having mental health problem (Ratna,
2019). The morality while delivering the role of a carer will be performed by me in
such manner that all aspects of learning is understood while learning through the
different week studies.

REFERENCES
Books and Journals
Adeani, I.S., Febriani, R.B. and et.al., 2020. USING GIBBS’REFLECTIVE CYCLE IN
MAKING REFLECTIONS OF LITERARY ANALYSIS. Indonesian EFL Journal.
6(2). pp.139-148.
Bassot, B., 2020. The reflective journal. Bloomsbury Publishing.
Burgoyne, M.B. and Chuppa-Cornell, K., 2018. ‘If I tried this idea again: developing faculty
professional growth through reflective practice. Reflective Practice. 19(6). pp.818-
831.
Dhaliwal, U., Singh, S. and et.al., 2018. Reflective student narratives: honing professionalism
and empathy. J Med Ethics. 3(1). pp.9-15.
Gharaveis, A., Hamilton, D.K. and et.al., 2018. The impact of environmental design on
teamwork and communication in healthcare facilities: a systematic literature review.
HERD: Health Environments Research & Design Journal. 11(1). pp.119-137.
Hasson, F., Muldrew, D. and et.al., 2020. ‘Take more laxatives was their answer to
everything’: A qualitative exploration of the patient, carer and healthcare
professional experience of constipation in specialist palliative care. Palliative
Medicine. 34(8). pp.1057-1066.
McLean, K., Clarke, J. and et.al., 2020. Foster and kinship carer experiences of accessing
healthcare: A qualitative study of barriers, enablers and potential solutions. Children
and Youth Services Review. 113. p.104976.
Øvretveit, J. and Degsell, E., 2019. Implementing Patient and Carer Participation in Self-Care
and Co-Care in Sweden: Policy, Practice and the Future of Person-Centred Care.
Inm Patient Engagement (pp. 63-89). Palgrave Macmillan, Cham.
Ratna, H., 2019. The importance of effective communication in healthcare practice. Harvard
Public Health Review. 23. pp.1-6.
Sicora, A., 2019. Reflective practice and learning from mistakes in social work student
placement. Social Work Education. 38(1). pp.63-74.
Stevens, M.N., Dubno, J.R. and et.al., 2019. Communication and healthcare: self-reports of
people with hearing loss in primary care settings. Clinical gerontologist. 42(5).
pp.485-494.
Tanaka, M., Okamoto, R. and et.al., 2018. Relationship between Reflective Practice Skills
and Volume of Writing in a Reflective Journal. Health. 10(3). pp.283-288.

Vizeshfar, F., Momennasab, M. and et.al., 2021. Empowering health volunteer’s through
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Koegel, L.K., Bryan, K.M., Su, P.L. and et.al., 2020. Definitions of nonverbal and minimally
verbal in research for autism: A systematic review of the literature. Journal of
autism and developmental disorders. 50(8). pp.2957-2972.

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