Resolving Interpersonal Communication Issues in Health Care Settings

This report addresses the critical issue of inappropriate interpersonal communication within health and social care organizations. It begins by defining the problem through two detailed scenarios at Care UK, illustrating communication breakdowns between staff members, particularly those with English as a second language, and between staff and service users with conditions like dementia and hearing impairments. The report then proposes practical solutions, including comprehensive training on communication methods, careful employee selection based on language proficiency, and the use of non-verbal and written communication tools like sign language and visual aids. Furthermore, it emphasizes the importance of employing translators and leveraging information technology tools such as email, online forums, and specialized software to enhance data management and facilitate efficient information sharing among healthcare professionals. The report references various sources to support its findings and recommendations, providing a comprehensive overview of how to improve communication practices within healthcare settings.

Communications in Health
and Social Care Organizations

Table of Contents
TASK 3............................................................................................................................................3
The scenarios related to describe how to resolve inappropriate interpersonal communication in
care organization....................................................................................................................3
REFRENCES...................................................................................................................................5

TASK 3
The scenarios related to describe how to resolve inappropriate interpersonal communication in
care organization
Situation related to interpersonal communication at a workplace generally arises from
misinterpretation of other language’s messages, wrong facial expression or body languages etc.
(Househ, 2015). To understand the concept of inappropriate interpersonal communication, Care
UK is considered in the scenario. It provides care service to people who are facing issues related
to challenging behavior, mental health and learning disabilities. In this, scenarios are defined
below as:
Scenario 1 related to care home staff members and their colleagues
In this, new health assistants and other colleagues are recruited at Care UK and most of
them are speakers of English as a second language. This situation leads to inappropriate
communication between staff members and their colleagues. At the time of establishing
communication, new staff members usually use their own language rather than using English as
a first. In this situation, other caring roles and service users are facing several types of problems
in relation to communication. In this, service users are not able to express their problems because
they use English language as a first. This entire situation creates a communication gap at the
workplace of Care UK (Rolnick and et.al., 2013).
Scenario 2 related to care home staff members and service users
Rosalind belongs to another country and also suffers from Dementia disease. Along with
this, she is not aware about English Language. She is also a hearing impaired service users. At
the time of communicating with her, health care professionals are not able to understand her
medical situation as well as her problems. In addition, she is also not able to describe her
symptoms and medical issues to care professionals. This situation arises communication gap
between staff members of Care UK and service users (McCaffery and et.al., 2016).
Solutions for resolving the problem of inappropriate interpersonal communication in care
home in respect to both the scenarios:-
In order to resolve the communication problem in scenario 1, cited firm is required to
provide effective training related to various types of communication methods and tools. Along
with this, at the time of hiring new employees, cited firm is required to select only those persons

who use English language as a first language. On the other side, in scenario 2, staff members and
other colleagues of Care UK can use various methods of communication like non-verbal and
written (Légaré and et.al., 2012). In this, cited firm can use the sign languages, graphics and
images to convey message to Rosalind. Care UK can also hire a translator who knows the
language of Rosalind. This translator will work as a mediator between Rosalind and health care
professionals. In last, to improve the communication practices at workplace, cited firm can use
various tools of information technology such as outlook, online forum, e-mail facility and power
point presentation. These tools will help in increasing the communication level among staff
members and health care professionals (Deland, Gordon and Kelly, 2016). Along with this, cited
firm can also use ICT software package which will help in managing and maintaining the data in
an effective manner and in more secure way. With the help of this software package, health
professionals can easily access the information in a fast manner and can convey it to others
which increases the level of communication process in Care UK.

REFRENCES
Househ, M., 2015. Communicating Ebola through social media and electronic news media
outlets: A cross-sectional study. Health informatics journal. pp.1460458214568037.
Rolnick, S. and et.al., 2013. Healthcare providers' perspectives on communicating incontinence
and skin damage information with patients with dementia and their family caregivers: a
descriptive study. Ostomy/wound management. 59(4). pp.62-67.
McCaffery, K. J. and et.al., 2016. Walking the tightrope: communicating overdiagnosis in
modern healthcare. BMJ. 352. p.i348.
Légaré, F. and et.al., 2012. Training health professionals in shared decision-making: an
international environmental scan. Patient education and counseling. 88(2). pp.159-16.
Deland, E., Gordon, J. E. and Kelly, R. E., 2016. Let’s talk about improving
communication in healthcare. Columbia Medical Review. 1(1).