Communicating effectively

A relationship based on trust and understanding from the beginning will provide the basis for good care and support whether short or long-term.

Poor communication can quickly lead to confusion and distress.

The process of exchanging information through communication is not always straightforward.

If the information shared is inaccurate or misleading, mistakes can be made which can result in poor care.

1 & 2.

Formal communication is likely to be used at work between you and other workers.

Informal communication is likely to be used with friends and family, using familiar words or slang.

Workers will develop many different relationships. Some will be formal and others more informal. Successful two-way communication is crucial in both cases.

How should formal and informal communication methods be used?

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Formal communication is likely to be used at work between you and other workers
Informal communication is likely to be used with friends and family, using familiar words or slang
Formal communication is likely to be used with friends and family, using familiar words or slang
Informal communication is likely to be used at work between you and other workers

Recognising non-verbal signs

As an observant worker you will be able to notice when an individual is becoming confused, angry, upset, stressed or anxious without them telling you. You can then take action to help stop this from happening or help them express their feelings in the best way for them.

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Notice

You should watch for clues from any individual that come from unspoken messages.

These non-verbal ways of communicating come from body language, position, facial expressions or gestures. For example, when asking someone if they are in pain, they may say ‘no’ but a wrinkled brow, uncomfortable facial expression or body movement may say otherwise.

Take action

By noticing an individual’s reactions you can ask yourself the following questions:

Do I need to change the type of communication I am using to help the individual understand?
Do I need to be aware of how the conversation is affecting them?
Is there something that the individual is not communicating to me that may help?

Recognising the unspoken messages can help you to ask good questions and develop supportive relationships. It improves trust as the individual can see that you are interested in them and trying to understand and meet their needs.

Language needs, wishes and preferences

People’s unique communication needs vary depending on their ability, disability, illness or condition, as well as on their personal preferences.

To find out what an individual needs or wants, so your work can be centred on them as a person, you have to connect with them.

So that means that you must understand their communication needs right from the outset.

How would you find out how an individual needs to communicate?

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The best way to find out how a person needs to communicate is to talk and listen to them.

If you can’t find out from talking and listening how a person needs to communicate, you will need to try a number of other methods of communication to help them get information across to you in a way that works best for them.

The individual’s family, friends or carer might be able to share experience of which communication methods work best, but sometimes part of the problem is that they don’t communicate well with the person being supported, so don’t rely on this method alone.

Physical contact

Physical contact is often used as a form of communication, for example shaking hands or kissing.

Other types of contact can also communicate something, for example what an individual may experience from the ways that they are physically helped to stand or sit or turn over in bed, and particularly their experience of being touched in the course of intimate personal care such as washing.

The individual’s preferences are particularly important in relation to using physical contact as part of non-verbal communication.

Is there a correct/incorrect way to use physical contact to communicate?

In all cases, how you touch anyone must be decided thoughtfully and in a person-centred way. So your use of physical contact may well be different from one person to the next, and will be something that you will need to talk about with each person whom you are helping so that you know their particular preferences.

This is also a key area to talk about with your manager and work colleagues, especially if you are supporting anyone who cannot clearly communicate their own preferences to you.

Is consent needed?

On the whole, any form of physical contact must be consented to by both people.

Sometimes it may be necessary to touch someone when they do not want to be touched, for example if they need to be physically restrained for their own or someone else’s safety. You must talk with your manager about what are the agreed ways of working in your workplace so you know what to do if this happens.

What other considerations are there?

Remember that the use of physical contact must be within the rules for infection control in your workplace.

Specialist methods of communication

Some individuals require specialist methods to aid communication.

When using communication aids always check that they function properly, that they are clean and in good working order. Should you have any worries about communication aids or technology not working properly, or being unclean, report this to a senior member of staff or the individual’s carer or family member.

Signed languages

British Sign Language (BSL) uses hand gestures to communicate with people who are deaf or hearing impaired.

Touch is used in particular ways to communicate with people who are deaf and visually impaired. Workers sign information onto the individual’s hands.

Makaton uses signs (and also word/symbol boards) to help people communicate. It is designed to support the development of spoken language.

Technological aids

For those whose communication skills may be limited, technological aids can be used.

Hearing aids, hearing loops, text phones, text messaging on mobile phones and magnifiers are all forms of technological communication devices

Word or symbol boards

Some individuals may use word or symbol boards to support their speech and/or their understanding.

This helps the listener by associating a picture or printed word with the verbal communication in order to be able to understand what is being said.

Makaton uses word/symbol boards (and also signing) to help people communicate. It is designed to support the development of spoken language.

Speech synthesisers

Others may use speech synthesisers, which replace speech either by producing a visual display of written text or by producing synthesised speech that expresses the information verbally.

Voice recognition software can be purchased for computers (including many tablet ‘pad’ computers with touch screens) to translate speech to written text or the other way around. Some word-processing programs and apps have this already built in.

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