Communication Skills in Health and Social Care

This assignment delves into the crucial role of communication skills within the realms of health and social care. It examines various essential skills and techniques employed by professionals to ensure clear, empathetic, and effective interactions with patients and clients. The analysis encompasses nonverbal communication, cultural sensitivity, conflict resolution, and ethical considerations in healthcare communication.

COMMUNICATING IN HEALTH AND SOCIAL CARE
ORGANISATIONS
STUDENT NAME
STUDENT ID
PROFESSOR NAME
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Table of contents
LO1..................................................................................................................................................3
1.1 Applying relevant theories of communication to health and social care...................................3
1.2 Using communication skills in a health and social care context...............................................3
1.3 Reviewing methods of dealing with inappropriate interpersonal communication between
individuals in health and social care settings...................................................................................4
1.4 Analysing the use of strategies to support users of health and social care services with
specific communication needs.........................................................................................................5
LO2..................................................................................................................................................5
2.1 Explaining how the communication process is influenced by values and cultural factors.......5
2.2 Explaining how legislations, charters and codes of practice impact on the communication
process in health and social care......................................................................................................6
2.3 Analysing the effectiveness of organisational systems and policies in promoting good
practice in communication...............................................................................................................7
2.4 Suggesting ways of improving the communication process in a health and social care setting7
LO3..................................................................................................................................................8
3.1 Accessing and using standard ICT software packages to support work in health and social
care...................................................................................................................................................8
3.2 Analysing the benefits of using ICT in health and social care for users of services, care
workers and care organisations........................................................................................................9
3.3 Analysing how legal considerations in the use of ICT impact on health and social care..........9
Reference list.................................................................................................................................10
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LO1
1.1 Applying relevant theories of communication to health and social care
According to Aveyard and Sharp, (2013, p.63), communication always plays a crucial role in
health and social care organisations. There are various theories for communication and among
them, communication accommodation theory and cognitive dissonance theory are effective and
can be used for making effective communication in health and social care organisations.
Communication Accommodation Theory- Communication accommodation theory is always
essential for making effective communication (Moorhead, et al. 2013, p.85). In this theory, the
factors can help to the accommodation system and all are few adjustments that can be made
through various types of gesture and verbal communication as well. It has another field like non-
verbal communication. This theory belongs to the speech adjustment theory that can help to
understand various psychological concepts.
Cognitive dissonance theory- For seeking consistency in the case of identity and beliefs among
the individual need the cognitive dissonance theory (Grol et al. 2013, p.85). During the time of
inconsistency, need to eliminate the dissonance. Two factors can be effective for cognitive
dissonance theory first is belief and the second is the importance of the attachment of that belief.
(Payne, 2014, p.88) stated that though there are many processes to eliminate the dissonance first
is the necessity of reducing belief systems second is the need to add more belief and third is to
change the belief.
In the case study of the 34-year-old man communication, accommodation theory could have
been applicable for overcoming his death. In the case of communication, there is some
adjustment method can be applied. The doctor could show more kind during communications.
1.2 Using communication skills in a health and social care context
(Schiavo, 2013, p.258) stated that short speech during the communication is always helpful for
making effective communication in health and social care longer speech always make any
individual confused to under the whole meaning of the speech rather short speech is effective.
There are several ways to communicate like verbal, non-verbal, writing and listening. Verbal
communication is mainly used for giving any information during face-to-face communication,
telephonic communication or for providing training (Moss, 2015, p.528). Non-verbal
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communication used for to communicate with the service users who are mute or have difficulty
in listening. Body postures, various types of facial expressions and hand gestures all these can be
applicable. In the case of writing communication, need to use various kinds of pictures or
symbols. Listening is always crucial for making effective communication. To listen to all the
service users actively can help to make effective communication. Appropriate usage of language
is essential for making effective communication the reason is that this helps to both the service
providers and the service user to under their conversation. Active communication skill is always
effective.
In this case, of 34-year-old male patient, I would like to employ active listening skill and
patience. The reason is that to listen to the words of service users actively can help to understand
the problems by the service providers. Patience is always crucial for health and social care
organisations. The service providers need to keep patience most of the time and even during the
time of emergency.
1.3 Reviewing methods of dealing with inappropriate interpersonal
communication between individuals in health and social care settings
(Cooke, 2016, p.52) stated that all the service providers must have the capacity to deal with any
type of inappropriate interpersonal communication in health and social care organisations. Any
kind of barrier in communication can make misunderstanding among the service users.
Therefore, the service providers must be well trained to handle all these issues during
communication. The service providers must show courtesy even during any kind of
misunderstanding and they must show kind. This can make a long-term effect on the mind of the
service users. Telecommunications is always helpful for communication. Inappropriate
interpersonal communication in the case of telecommunications is always a big issue (Moorhead,
2013, p.85). During the time of any emergency if the telecommunications fail for making
communication the service providers must have some alternative strategy for making
communication. Privacy is always important in health and social care organisations. They need
to keep all the data in safe place so that any such information of the service users must not be
disclosed to anyone else except the relatives of the service users. (Chretien and Kind, 2013,
p.1413) observed that it is very important to prove all the service users excellent kind of service
for their happiness and satisfactions.
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In this case, study needs to take various strategies like keeping patience during the conversation
with the service users, so that the service users can feel safe and feel confidence that their
problem can be solved.
1.4 Analysing the use of strategies to support users of health and social care
services with specific communication needs
(Connolly, 2014, p.37) stated that good communication skills can help to all the health and social
care organisation becomes more effective to provide their service to the service users. The result
can be more beneficial because in future many service users can come for getting service in
health and social care organisation. To overcome any such barriers like understand the speech or
hearing the words or any kind of insensitive matters for the service users need various effective
communication skills. Those service users who are unable to make communication properly like
mute or dump service users need to employ various communication strategies like sign language,
various types of body gestures pictures can be used to deal with all these service users. In the
case of visual problems of the service users, the service providers can use picture sign for
making effective communication (Eggenberger et al. 2013, p.345). For making the verbal
communication more effective, the service providers of the health and social care organisation
must be kind and they have to show more courtesy towards the service users. Active listening
skill is always an effective strategy for making effective communication in health and social care
organisation. Active communication can help any health and social care organisation to provide
service that is more effective as per the needs of the service users.
In the of 34-year-old man patient the active listening strategy can be used and by using this
strategy the doctor can understand the problem easily.
LO2
2.1 Explaining how the communication process is influenced by values and
cultural factors
According to (Bowling, 2014, p.47), these two factors of value and culture are highly influential
for communication in health and social care organisations. The various factors like race, gender,
economic status, various beliefs, and age can make a lot of difference in communication. In the
case of culture, there are various beliefs, customs, behaviours and communications are included.
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All the different cultured people have their different views and different opinions and these are
huge barriers to deal with all kinds of service users in health and social care organisations
(Townsend, 2014, p.858). They all have different language and the service providers need to
handle all the service users with utmost care and kindness. The values depend on the negative
and the positives result of communication. In the case of verbal communication, the language of
different cultures can be understood by the proper clarity of the communication. In the case of
non-verbal communication, any individual can make communication by using body language,
facial expression and various types of gestures. Body language is always essential for
communication. It has a big role for making communication between two different cultural
persons. Facial expression mainly showed any kind of excitement, happiness, and fear as well.
This can be taken as a good skill for making effective communication in health and social care
organisation to understand the communication of the service users who belonged from the
different cultures.
2.2 Explaining how legislations, charters and codes of practice impact on the
communication process in health and social care.
According to (Koprowska, 2014, p.523), legislations are a type of law that was introduced by the
government. It helps to improve the safety of people and the various types of personal data will
be in safe hands in any health and social care organisation. All the various legislations can affect
the behaviour. Example like according to the Data Protection Act, 1998 all the personal
information of the service users in the health and social care organisation must not be disclosed
to anyone else except any relatives of the service users. This act is very influential for the health
and social care organisations. Service providers of the health and social care organisations are
responsible for gathering all the personal information of the service users according to the law.
All the data must be stored in well-secured place. This policy will not allow to the health and
social care organisations to reveal any personal information about the service to anyone (Payne,
2014, p.478). All the data, codes, charters have their own influence on the communication
process of the health and social care organisation and the right practiced of all these rules can
make positive result to all the health and social care organisations. All these can help to make the
service users more satisfied and secured. The various code of practice can affect the
communication of any health and social care organisation.
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2.3 Analysing the effectiveness of organisational systems and policies in
promoting good practice in communication
(Ting-Toomey, 2012, p.222) stated that good systems and policies are always beneficial for
practising good communication in health and social care organisations. All the laws must be
properly maintained. The personal data of the service users must be in safe hands and well
secured. It will be in systematic ways because when the information about any particular service
users needs to collect the service providers can easily collect the information. The complaint box
must be included in the system of health and social care organisation so the service users can put
their complaint without any fear. The service providers must solve the problem as early as
possible with the positive approach. Making proper environment is always essential for an
individual and service will be affordable so that the service users may not face any such
problem-related money. Difficult policies of health and social care organisations may arise
various complications among the service users (Moran et al. 2014, p.88). Therefore, the policies
must be easy and simply stated. The effective system in the health and social care organisations
can bring harmony among the service users and can make them happy. Policies of the
organisation can make easier to the service providers to confess their problems to the service
providers. The various policies like racial harassment, preventions of accidents and so on can be
very effective for the service users. All these policies can help to health and social organizations
for good practising of communication.
2.4 Suggesting ways of improving the communication process in a health and
social care setting
According to Castells, (2013, p.269), there are many ways to improve the communication
process in a health and social care organisation. By improving the areas of security and safety
both the service, users and their personal information can make less the possibilities of
misunderstanding. In the case of verbal and nonverbal communication, there are various
strategies can be adopted by the health and social care organisations like using sign language,
using symbols, using pictures and the usages of the board can be effective for the nonverbal
service users for improving communications. In the case of verbal communications, the service
provider can be active during listening to the words of the service users. Active listening can
help to the service providers to understand the communication of the service users more
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effectively (Burgoon, 2016, p.87). Showing more patience and courtesy to the service users
during communication is always essential for improving communication. The health and social
care organisations can take various technological help for improving the communication. All the
health and social care organisations can employ much training for improving the communication
in the organisation. All the service providers of health and social care must have the capacity to
face all the barriers of communication and to resolve all the barriers with more confidence. The
managers of the health and social care organisation must recruit their employees based on
developed communication skills for the betterment of their organisation.
LO3
3.1 Accessing and using standard ICT software packages to support work in
health and social care
(Oetzel et al. 2013, p.52) observed that the usages of information communication technology
(ICT) could make a big change in health and social care organisations. It is not easy to predict
the nature of information communication technology. Many service users are suffering from
finding the right kind of healthcare organisations for getting right service. By using ICT software
all, the service users can get the best service at a reasonable price so the organisation can become
more popular and can provide effective service. The various organisations who provide many
campaigns for various diseases like AIDS or HIV for providing better service (Lundgren and
McMakin, 2013, p.236). The boundary of such campaign can make the boundary bigger and
larger than ever and many people can easily participate in the campaign. On the other hand, the
service providers have the opportunity to update their knowledge and information by using this
ICT software technology. Using the ICT software the health and social organisation can reduce
their labour and can make more work and which can be easy to achieve the target of the
organisation. ICT software can be very useful for both the public and private sectors. For making
better communication ICT, software is very helpful. Telecare is one of the advanced methods for
health and social care organisations. Usages of ICT software can be beneficial for both the
service users and the health and social care organisation.
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3.2 Analysing the benefits of using ICT in health and social care for users of
services, care workers and care organisations
According to (Oetzel et al. 2013, p.52), there are numerous benefits and advantages of ICT
software for health and social care organisations. They are stated- it becomes easier for the
service providers to understand the condition of the service users according to the relevant
information about the condition of the service user. The quality of assisting service users may be
increased. The service providers can get the solutions of any critical condition of the service
users by getting the online immediate information and the service users can feel more safe and
secured. The service providers can easily check about the various types of medicine so that they
can provide to the service users at any critical situations (Lundgren and McMakin, 2013, p.236).
The cost of medical can be reduced for the service users. The service users can be more
beneficial. The administrative cost can also be reduced by using this ICT software. ICT software
has the capacity to bring a new dimension for providing effective facilities to the service users of
the health and social care organisations. In the case of rural place, the solutions of various
diseases can become easier for the service providers so that like old days the service users of
rural place may not face the difficulties due to the usages of ICT software. All the records and
the information can store accurately with the help of ICT technology so that the organisation can
be more effective.
3.3 Analysing how legal considerations in the use of ICT impact on health and
social care
As per the convenience of the Health and Safety at Work Act, 1974 there are many impacts of
ICT software on health and social care organisations like the inability to use the ICT software
properly can create various problems (Burgoon, 2016, p.87). Many issues like poor postures of
the service users, pain in the arms of the service users, eyestrain and so on. All the service
providers of health and social care need to become more accurate of using ICT software. The
service need to prove to the service users must be safe and secured and there will be no danger.
Computer misuse must be avoided by the health and social care organisations so that whatever
the data are collected and stored in the computer must be safe and secure. The data collections
must be in a systematic way and can be collected as per the requirements of the organisations.
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Reference list
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Connolly, M., Thomas, J.M., Orford, J.A., Schofield, N., Whiteside, S., Morris, J. and Heaven,
C., (2014). The impact of the SAGE & THYME foundation level workshop on factors
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Cooke, M.,(2016). TeamSTEPPS for health care risk managers: Improving teamwork and
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Oetzel, J.G. and Ting-Toomey, S. eds., (2013). The SAGE handbook of conflict communication.
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