Reflective Diary: Communicating with Different Client Groups Ass 2

This assignment presents a reflective diary focusing on communication with different client groups within the context of public health and social care. It includes critical reflection on feedback received from a prior assessment, specifically addressing areas for improvement such as providing an introductory outline and evaluating group performance. The diary entries cover various aspects of communication, including listening and questioning skills, empowering skills, dealing with conflict, and negotiation skills. Each entry describes a specific event, analyzes personal feelings and experiences, evaluates the outcomes, and concludes with an action plan for future situations. The reflections emphasize the importance of active listening, moral values, and the development of empowering and negotiation skills in professional and personal contexts. The assignment concludes by highlighting the significance of effective communication strategies in public health and social care settings.

COMMUNICATING WITH DIFFERENT CLIENT GROUPS

Table of Contents
Reflect critically on the role play and feedback received from Assessment 1 (200 words; LO5)..........3
REFLECTIVE DIARY (LO6)...............................................................................................................4
Overall conclusion...............................................................................................................................13
References...........................................................................................................................................14

Reflect critically on the role play and feedback received from Assessment 1
(200 words; LO5)
I have received a very critical and useful feedback from my teacher from my
assignment that will help me improve my assignments in the future. My teacher has
praised me by reporting that my essay has been written in a good way, I have
included various useful methods of communication, and I have adequately discussed
the points. My teacher has also enjoyed while reading my essay. I am overjoyed to
have received such positive remarks from my teacher and will continue implementing
these positive aspects in my future essays and assignments. This encouragement
was highly required to increase my confidence while working in my assignments and
the identification of the positivity.
However, my teacher has also identified the areas where improvements are
required. They include an introductory outline should have been provided while
writing the introduction. Improvements also could have been done in the evaluation
of groups with respect to group performance and enactment of role play. Issues and
accomplishments that have been encountered should also have been mentioned.
The inclusion of all these points could have improved the grade of the essay. I will try
to incorporate the aspects that I am lagging behind in order to improve the grades of
the future essays.

REFLECTIVE DIARY (LO6)
Entry 1 ( Listening & Questioning skills)
Date: 30/3/18
It is important to listen and question individually, by avoiding chaos so that everyone
gets a fair chance to listen and deliver their thoughts (BOLTON and BOLTON, 2018).
 Description of an event in relation to each entry (what happened?)
 I have encountered a situation where there were a lot of arguments going on
regarding a topic that produced different view and perspectives of different
people in the group that led to a very argumentative situation and led to fights.
However, the topic of argument was not regarding any relevant topic and the
verbal fight was useless and created an unhealthy situation.
 How did you feel (what were you thinking and feeling)?
I felt that if there was less of talking and more of listening to individual
viewpoints, the argument could have been abolished and each one could
understand the perceptions of every person and there could have been time
to understand and judge about the statements. I was feeling uncomfortable in
the situation as I do not like chaos and I felt the need of someone who could
draw a conclusion from the argument point. I was also feeling very
uncomfortable in the situation.
 Evaluate your experience (What was good and bad about the
experience?)
The good aspect was that the argument was informative about the topic and
different perspectives were also known regarding it. The characters and the
traits of the people who were participating in the argument were also being
identified.
However, the argument had changed into a quarrel and fight among the
people as they became aggressive. There was a lot of commotion and noise
produced from the room that worsened the scenario. I being the silent one,
was being affected by the noise being a silent person by nature.

 Analyse your experience (What sense can you make of the situation?)
I sensed that although the argument had valid points to discuss on, they were
not organized and that was not the right way to discuss about a topic. No one
was listening to each other and was busy delivering their point of view against
each other. I sensed a need for systematic discussion of the topic where I
also could point out my statements regarding it as being a listener I could not
participate in the discussion.
 Conclusion (What else could you have done?)
I could have stopped the quarrel and brought it into a systematic manner so
that everyone’s point could be listened, talked and discussed upon that could
be of less chaos and each one could get a fair chance of contributing in the
discussion. In this way the argument could have concluded in a positive and
informative note where everybody would have been satisfied through a
healthy situation and scenario.
 Action plan for future (If it arose again what would you do?).
If this situation rises again, I would stop the quarrel and bring it into a
systematic manner so that everyone’s point will be listened, will be talked and
will be discussed upon that will be of less chaos and each one will get a fair
chance of contributing in the discussion. In this way the argument will
conclude in a positive and informative note where everybody will be satisfied
through a healthy situation and scenario.

Entry 2 (Empowering skills)
Date: 31/3/2018
Empowering skills mean the development or the arrival of positive thoughts and skills
who are not aware of them (Kennerley, et al., 2016).
 Description of an event in relation to each entry (what happened?)
I have been a physical trainer in a school where a boy was not willing to
attend the classes and he had been escaping the classes when no one
noticed. One day when I was notified about the situation by his classmates, I
felt the urge to let him know about the importance of physical training and
beneficial it is to be physically fit through the training and that he should not
miss the classes as this will help his physical health in the future.
 How did you feel (what were you thinking and feeling)?
I felt the urge to let him know about the importance of physical training and
beneficial it is to be physically fit through the training and that he should not
miss the classes, as this will help his physical health in the future. I motivated
him and encouraged him to join the classes and pay more heed to the health
issues and their improvement. In this way, he could also motivate his family
and friends who were physically unfit and required appropriate training which
he could provide by learning and later teaching it to the others.
 Evaluate your experience (What was good and bad about the
experience?)
This situation proved to be good because the boy was able to understand
what I had taught him regarding the matter and he started attending the
classes regularly with energy and enthusiasm.
On the other hand, the boy had missed many classes prior to the
understanding, which were not retrievable due to lack of time of the boy as
well as mine. Also, a lot of time was invested in motivating him which led to
the loss of classes of the other students that were also not retrievable.
 Analyse your experience (What sense can you make of the situation?)

I could sense that there is still lack of awareness about physical fitness and
even the youth are getting affected due to this, as they are getting unfit at a
very young age. These people need to be aware of the negativities of lack of
fitness and it is never late to incorporate good habit in daily life.
 Conclusion (What else could you have done?)
I could have kept note of the attendance of the students in my classes and
understand the negativities and positivity of all the students individually so that
no one is left out from being habituated in the aspects through which their life
will improve and enhance in the present as well as in the future.
 Action plan for future (If it arose again what would you do?).
If this situation rises again, I will keep a prior note of the attendance of the
students in my classes and try to understand the negativities and positivity of
all the students individually. In this way, no one will be left out from being
habituated in the aspects through which their life will improve and enhance in
the present as well as in the future.
Entry 3 (Dealing with conflict)
Date: 1/4/2018
Dealing with conflicts mean that there is a difference of thoughts and moral values
that lead to conflict and has a negative effect (Rahim, 2017).
 Description of an event in relation to each entry (what happened?)
I have encountered a situation I had seen a group of students cheating during
an examination in the absence of the invigilator. This led to chaos in the class,
the neighbouring students were getting affected through this, and they too
started cheating. This was against my morale and conflicted my values. I
asked them to stop it and be honest in their work as they themselves as well
as the others were getting affected by it.
 How did you feel (what were you thinking and feeling)?
I was feeling the lack of honesty among the students and that they needed to
be taught about moral values and their needs in daily life.

 Evaluate your experience (What was good and bad about the
experience?)
My classmates were able to understand what I was preventing them from
doing and thus discontinued the immoral work.
The situation led to chaos in the class, the neighbouring students were getting
affected through this, and they too started cheating. This was against my
morale and conflicted my values.
 Analyse your experience (What sense can you make of the situation?)
I sensed the lack of honesty and moral values among the students that was
provoking the other students too, to follow an immoral way to pass the
examination.
 Conclusion (What else could you have done?)
I could have priory asked my teacher to incorporate a class on moral values
so that the situation did not arise at all and everybody would have passed the
examination honestly.
 Action plan for future (If it arose again what would you do?).
If this situation arose again, I would priory ask my teacher to incorporate a
class on moral values so that the situation does not arise at all and everybody
passes the examination honestly.
Entry 4 (Negotiation skills/ Behaviour theories)
Date: 2/4/2018
 Description of an event in relation to each entry (what happened?)
The importance of negotiation skill or the behaviour skill is very important in
everyone life’s. The negotiation power makes the individual self confidence to give
our own individual idea and thinking about any condition. It gives the idea to take self
decision without any fear. Once in my life when I completed my higher secondary
education and wanted to get admission in College and the environment is not
favourable according to my dreams. Then I realise the power of the negotiation skill.

It gives the power of analyzing problems, controlling our emotions, listening and
verbal qualities, team participation and trouble shooting skills.
 How did you feel (what were you thinking and feeling)?
After completing my higher secondary schooling, I had a dream to be an Engineer.
The situation of that time is not in my favour and that is the biggest problem for me. I
do not have self confidence in me at that time to take my decision in my own risk. My
relatives do not know about my dreams and that is why they are not thinking about it.
All relatives start giving their ideas to my parents about my career. And then I really
feel bad and helpless. At that moment I feel very lonely, depressed and stress full.
 Evaluate your experience (What was good and bad about the
experience?)
After facing this situation my experience is good. However that situation is not a easy
time for me, but while seeing and analyzing the situation I realise the consequences of
the decision in my future. And then I decide to take an important decision of my life
which takes my life in a new direction. I stood up and tried to convince my parents to
trust my decision. This is first time when I express my thinking and give my decision
in front of anyone. After some time and observing the whole scenario my parents
gives me the permission. At that moment I realize the negotiation power . I feel really
good and stress free.
 Analyse your experience (What sense can you make of the situation?)
The experience of this situation is making me realize to take the risk and to take the
decision of our own life. At that time when my other relatives forced my parents to
take my name to any graduation college, then my mind is in full of stress. Due to the
lack of negotiation skill in me, I feel very stressful and after applying this skill in me.
I feel very confident about my decision and also about my future dreams. I expressed
my thinking in front of my parents with confidence and that confidence makes my
future in a new direction
 Conclusion (What else could you have done?)
The negotiation skill and the behavioural skills are the key points to make the place of
our own in this world. These skills make the confidence in self and help to take the
decision based on their own interest. These skills give you the idea of taking the
correct decision in your life.
 Action plan for future (If it arose again what would you do?).

Now if again this type of situation arose in my life then, I take my own decision
without thinking anything else. I do not have any doubt regarding my decision. After
analyzing the full scenario, I will take my own decision at my own risk whatever is
decision is good for me.
Entry 5 (Alternative communication; skills to deal with specific communication
needs)
Date: 3/4/2018
 Description of an event in relation to each entry (what happened?)
Being a new comer in a city, I was exposed to a situation in a restaurant where it
was hard for me to understand the accent and the common tongue. I needed a
burger and a coffee. I was standing in the line and when my turn come, it was
difficult for the server to understand what I wanted. It took me about 20 minutes
to explain him by requirements.
 How did you feel (what were you thinking and feeling)?
I was feeling completely lost and undermined in the cafe. The ability to not being
understood by others created a complex in me. I felt scared and weak. It created a
sense of uncomfortable in me and I felt afraid while speaking with others. The fear of
not being able to speak with others did not allow me to make any friends and to be
alone all the time created anxiety in me.
 Evaluate your experience (What was good and bad about the
experience?)
Speaking about the experience, I can say that it was hard for me to find any
positive aspect in it but I was able to learn that how should I adjust myself to the
language and accent here to feel accepted. The negative aspect was that I was
demotivated and depressed about the whole cafe incident. The confidence in me
was shattered and I was unable to focus on my work and studies.
 Analyse your experience (What sense can you make of the situation?)

The lack of minimum diversity in groups was very evident through the situation.
There were not enough people from different ethnicity in that area. That led to a
lack of understanding among the locals and the other groups. The lack of
understanding could have been prevented. These kinds of situation give birth to
racism at first place.
 Conclusion (What else could you have done?)
Being the new girl in the city, I could have taken my time to prepare for future
situations like that. I could have trained in the language and dialect to an extent
that I would not have to face those incidents again. Making new friends and
practicing the dialect with them would have helped me adapt to the new
environment and people. Now I have to prepare myself for that otherwise I will
increasing the chances to let my social anxiety grow to take a horrible form.
 Action plan for future (If it arose again what would you do?).
If a situation like that arose again, then I will make sure that I do not feel complex
about it anymore. I will be patient in explaining my requirements to anywhere I go
in order to purchase my necessities. I will not let such incidents shatter my self-
confidence and my ability to make new friends. I will learn the dialect and
language of the new place and change my way of handling such things with
negativity.
Entry 6 (Barriers to communication/ Shannon’s Model)
Date:4/4/2018
 Description of an event in relation to each entry (what happened?)
I was working on a presentation and I had doubts about a particular topic. My
tutor had offered his helping hand in case I needed any information or had
queries about the topic. He said it was okay to call him after class hours. While I
was at phone clearing my queries there was a noise interrupting the
communication. The noise came from the apartment next door. A bunch of
teenagers were having house party and the music was too loud.
 How did you feel (what were you thinking and feeling)?

I was very much agitated with the ongoing situation. The presentation was
due the day after next and I had not been able to complete my work yet. The
music did not just interrupt my conversation but also distracted me. I could not
concentrate on my work anymore. It was hard me to work in such a chaos
environment.
 Evaluate your experience (What was good and bad about the
experience?)
I realized that the incident matched with the shannon’s model of
communication. The information source got disrupted by noise in the channel
midway before reaching the destination of the listener. The information was
also not possible to decode by the listener (Friedland and Metere, 2017). The
whole situation made me lose focus in my work and I was not able to
complete it.
 Analyse your experience (What sense can you make of the situation?)
The experience was terrible and I was able to analyze shannon’s model out of
the disruption process. It was hard for me to concentrate in my work. It is possible
that a conversation can end midway without reaching its designated destination
(Thaller, 2017). The information encoded by the transmitter might not be able to
reach the receiver.
 Conclusion (What else could you have done?)
I could have called the police to complain about the next-door neighbours. Their
loud music was interrupting my work and I did nothing but ask them to lower the
volume. They did not lower the volume and instead yelled at me for complaining.
They decided to increase their volume more. A call to the police might have been
a better idea to stop the disturbance.
 Action plan for future (If it arose again what would you do?).
If it arose again then I will definitely call the police to stop the incident from
growing any further. Teenagers are always messy and aggressive when comes
to stopping them from doing the bad things. They always think that all adults are

terrible. To prevent future occurrence of such incident, I will inform the police in
the first place so that they can warn them about future occurrences.
Overall conclusion
I have grown an insight about myself about tactfully handling situations by identifying
the drawbacks that it requires an improvement on. It is important to listen and
question individually, by avoiding chaos so that everyone gets a fair chance to listen
and deliver their thoughts. Empowering skills mean the development or the arrival of
positive thoughts and skills who are not aware of them. Dealing with conflicts mean
that there is a difference of thoughts and moral values that lead to conflict and has a
negative effect.

References
Rahim, M.A., 2017. Managing conflict in organizations. Routledge.
Kennerley, H., Kirk, J. and Westbrook, D., 2016. An introduction to cognitive
behaviour therapy: Skills and applications. Sage.
BOLTON, R. and BOLTON, D.G., 2018. Listen Up or Lose Out: How to Avoid
Miscommunication, Improve Relationships, and Get More Done Faster. AMACOM
Div American Mgmt Assn.
Friedland, G. and Metere, A., 2017. An Isomorphism between Lyapunov Exponents
and Shannon's Channel Capacity. arXiv preprint arXiv:1706.08638.
Thaller, M., 2017. The Cologne Information Model: Representing Information
Persistently [2009]. Historical Social Research/Historische Sozialforschung.
Supplement, pp.344-356.
References (Harvard style)
1.