Activity Level2DiplomainHSC TrainingResourcePack Sampleactivities

Unit SHC21 Introduction to communication in health, social care or childrens and young peoples settings
Activity 1 Who have you communicated with today?
AC: 1.1, 1.2
People communicate to share information such as an emotion or a need. This information could be personal (informal) or professional (formal). Complete the table below for the people you have communicated with today and then answer the questions. An example has been filled in for you.
Who Friend Formal or informal Informal Communication methods used Verbal, eye contact, facial expressions and appropriate touch Information shared How we were feeling and when we are going to go out next
Why did you communicate with these people?
What did the individual or you learn from the communication?
How could the communication have been improved?</numlist>
Functional skills
<leave 3 lines for functional skills>
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Activity 2 What can you tell me?

Within the workplace, you will be expected to communicate with a range of people. Below are some people you will probably communicate with. For each person, identify:
AC: 1.1, 5.2
why you may communicate with them the types of information you may need to share the confidentiality issues you will need to be aware of.
Who you communicate with Individual being supported Why Information you may need to share Confidentiality issues to be aware of
Manager
Colleagues
Relatives and friends
External agencies
Other care professionals
Functional skills
Activity 8 Can you help me to communicate?

As a care worker, it is important for you to be able to recognise what is being communicated to you by individuals from their body language and facial expressions, not just their words. This is because some people may have difficulty with their speech, while others may be telling you what you want to hear and not how they truly feel. Look at the following pictures and write down what these facial expressions are telling you about the person.
AC: 3.4
Explain how some of these facial expressions could cause a barrier to effective communication. How would you try to overcome these barriers?
List other aspects of a persons body language which could provide you with information about how a person is feeling.
If you were concerned about your ability to communicate with someone, whom could you ask for advice and support?
Functional skills

Finding out about the communication and language needs, wishes and preferences of a person is an important aspect of your job. Failing to do this correctly can lead to you making assumptions about a person that could be incorrect and this may result in you accidently offending the person. 1 Read pages XXXXXX and complete the spidergram below.
AC: 3.4
Family
The individual
Other care professionals
Manager
Ways to find out communication information
Manager
2
Colleagues
Friends
Explain how beliefs, values and culture can affect a persons communication needs, wishes and preferences. Beliefs:
Values:
Culture:
Functional skills

For the following scenarios, identify the potential communication barriers and a range of communication methods which could be used to support the individual and overcome these barriers.
AC: 3.4
Scenario 1
Salim is on holiday from Pakistan and does not speak English. He has been taken to hospital with suspected appendicitis, and is very scared. What communication methods would you use to support Salim?
Scenario 2
Mika has a hearing impairment and uses a hearing aid to assist her with her hearing. Unfortunately, her hearing aid has broken. What communications methods would you use to support Mika?
Scenario 3
Joe only has partial sight in one eye and is blind in the other. He has come to the day centre to find out more about the service available. What communication methods would you use to support Joe?
Scenario 4
Margo has just come to the care home after being discharged from hospital following her recent stroke. Unfortunately, the stroke has left her unable to speak, which she finds extremely frustrating and upsetting. What communications methods would you use to support Margo?
Scenario 5
Damian has Downs syndrome and finds it difficult to communicate verbally. What communications methods would you use to support him? Remember that active listening is also a very important communication skill.
Functional skills

Sometimes you may need to seek additional advice about a persons communication needs. This information could come from your manager, colleagues and the person receiving support or their family and friends. However, if you require further information or support, there are organisations available to help you. Match the following support organisations to the communication need.
AC: 3.4
Stroke Association Royal National Institute for the Deaf Mencap Alzheimers Society Royal National Institute for the Blind Scope Support organisation
Communication need A person with dementia
A person with a visual impairment
A person with a hearing impairment
A person with a learning disability
A person with cerebral palsy
A person who has had a stroke
Find out more information about the support these organisations offer by using the Internet to view their websites.
Functional skills

Within the workplace, there can be a number of factors that can create a barrier to effective communication. As a care worker, you need to be able to identify potential barriers to effective communication and find out ways to overcome these barriers. 1 2 Reflect on your workplace and your practice to identify a range of possible barriers to effective communication for the three areas given. Suggest the methods you could use to overcome these barriers. How to overcome this
AC: 3.4
Possible barrier You:
Individuals receiving support:
Environmental:
Functional skills

It is important, when communicating with individuals, that you check to make sure that the communication has been understood. This can be done by recapping what somebody has said and by using questions. Read pages XXXXXX and then answer the following questions. 1 What are closed questions? Give an example of when you would use them.
AC: 3.4
What are open questions? Give an example of when you would use them.
Rephrase the following closed questions to turn them into open questions.</numlist>
Are you feeling sad today?
Do you want chicken curry for dinner?
Are you joining us for the music evening tonight?
Do you want a cup of tea?
Are you worried about something?
Functional skills

Sometimes services that provide specialist skills are required to overcome specific communication barriers. These include:
AC: 3.4
translation services interpreting services speech and language services advocacy services. Match the service to the correct definition.
Translation services
This service can support people who have had a stroke and have problems with their speech.
Interpreting services
This service can support people who are unable to speak up for themselves. This service tries to understand the needs, wishes and preferences of individuals, and will argue on their behalf.
Speech and language services
This service can help with converting spoken language to another language.
Advocacy services
This service can help with changing the written text from one language to another.
Explain how and when you would access these services.
Functional skills
10
AC: 5.1
Activity 10 A need-to-know basis

1 Read pages XXXXXX of the student book and then fill in the missing gaps. about individuals without their , and ensuring that and by people who have no
Confidentiality means not sharing and
information cannot be accessed or to see it. Confidentiality is important because:
people may not confidential people may not feel details are peoples shared
a support worker who does not keep information or able to keep their if their private with others may be put at risk if details of their property and habits are
A professional service that maintains respect for individuals must keep information confidential. There are legal requirements under the Data to keep personal records by the regulators that make it the confidential. Act 1998 . There are also professional requirements laid down of professionals to keep information
agreement confidential duty electronic information knowledge
private Protection publicly read reason safety
self-esteem shared trust valued written
Read the General Social Care Councils (GSCC) codes of practice and list your responsibilities relating to confidentiality.
Functional skills
11
AC: 5.2
Activity 11 Dont tell everyone!

<Insert activity 12 from the current TRP for NVQ level 2 but update with info below We dont have this information, you will need to supply it to us.> Situation Daily updates on individuals progress How can confidentiality be maintained
Staff handover at patients bedside
Discussion about individuals medication
Staff discussion about their contact details
Discussion about an individual who has Clostridium Difficile but refuses to go into a room on their own. Doctor behind curtains telling someone they have cancer
Discussion about a diabetic individual eating chocolate
Functional skills
12
Activity 12 Do How can you protect someones privacy?

Read the following case study and then answer the questions below.
AC: 5.3, 5.4
Case study
Richard is 25 years old and is gay, although he keeps this information private and only his close friends are aware of his sexuality. Richard lives at home with his parents who do not approve of homosexuality, so he has kept his sexuality a secret from them too. One day, as Richard is driving home from work, he is involved in a car accident and is taken to hospital. On admission to hospital it is discovered that Richard has fractured his tibia and will need an operation. Richard becomes frightened and asks the hospital to contact Paul, his partner. After the operation, Richard is taken to the ward, where Paul is waiting for him and sits with Richard to reassure him. Richard knows his parents will be worried, so he asks if someone could phone them to explain what has happened. However, because the staff are busy, they message does not get passed on. When Richard fails to arrive home, his parents become concerned and soon find out that Richard has been involved in an accident and make their way to the hospital. When they arrive at the hospital, they are taken to the ward where Richard has been admitted, but are told they cannot see Richard because he already has a visitor and the ward has a strict policy of only two visitors at a time. Richards mother asks who is visiting Richard and is informed that it is his partner. Richards parents look at each other with surprise and then ask what is wrong with Richard. 1 What have the staff done wrong?
Do Richards parents have the right to know what is wrong with their son?
How could this situation have been dealt with?
If you have concerns about maintaining confidentiality, from whom can you seek advice and support?
Functional skills
13

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Unit SHC21 Introduction to communication in health, social care or childrens and young peoples settings

Activity 1 Who have you communicated with today?

AC: 1.1, 1.2

Why did you communicate with these people?

What did the individual or you learn from the communication?

How could the communication have been improved?</numlist>

Activity 2 What can you tell me?

AC: 1.1, 5.2

Relatives and friends

Other care professionals

Activity 8 Can you help me to communicate?

Activity 8 Can you help me to communicate?

Other care professionals

Ways to find out communication information

Activity 8 Can you help me to communicate?

Activity 8 Can you help me to communicate?

Communication need A person with dementia

A person with a visual impairment

A person with a hearing impairment

A person with a learning disability

A person with cerebral palsy

A person who has had a stroke

Activity 8 Can you help me to communicate?

Possible barrier You:

Individuals receiving support:

Activity 8 Can you help me to communicate?

Are you feeling sad today?

Do you want chicken curry for dinner?

Are you joining us for the music evening tonight?

Do you want a cup of tea?

Are you worried about something?

Activity 9 Can you help me to communicate?

Speech and language services

Explain how and when you would access these services.

Activity 10 A need-to-know basis

Confidentiality means not sharing and

information cannot be accessed or to see it. Confidentiality is important because:

agreement confidential duty electronic information knowledge

private Protection publicly read reason safety

self-esteem shared trust valued written

Activity 11 Dont tell everyone!

Staff handover at patients bedside

Discussion about individuals medication

Staff discussion about their contact details

Discussion about a diabetic individual eating chocolate

Activity 12 Do How can you protect someones privacy?

AC: 5.3, 5.4

How could this situation have been dealt with?

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