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Introduction Effective communication is an interaction process in which the sender and recipient have responsibilities to ensure that a message has been received and understood

Introduction

Effective communication is an interaction process in which the sender and recipient have responsibilities to ensure that a message has been received and understood (Hagman, 2009). Communication is made of verbal and non- verbal, verbal communication is by speaking and non-verbal involve body language involving gestures, posture, facial expression, touch, dress appearance to convey meaning (Dickenson et al 1991).

1.1 Apply relevant theories of communication to health and social care contexts

According to scenario, Joanna H, a 54-year-old lady originally from Vietnam, has hearing and speech difficulties, can barely speak english language.
She had appointment in hospital due to her speech difficulties staff in the hospital did not apply person centred approach.
Person centred approach is about valuing and respecting service users and caring for them in their own preferences. By treating them as individual giving them choice, privacy, independent and treating them with dignity.
To apply person centred approach, the staff needs to apply effective communication when giving support to service users, there are relevant theories to apply. These theories are the humanistic, behaviourist, psychoanalytical, cognitive, social approach which is used in the communication effectively in the health and social care contexts.

The psychoanalytic theory is to support care workers recognise the mental state of the service users and find ways to keep them happy and better ways that will keep them feel valued.
In this hospital staff did apply psychoanalytic theory, because no staff supported her when she arrived at hospital and this made her feel unhappy and not valued.

Humanistic theory, in Maslow’s theory he mentions the individual’s hierarchy of needs which from the basic needs being food, water shelter, sex, if these are not meet everything becomes unimportant. The key features to this theory was that unmet needs prevent people from fulfilling their potential as the individuals view of them self (self-concept) controls their behaviour (Abraham Maslow, 1970). Humanistic theory is developed by Abraham Maslow, involves all aspects of required behaviourto the service user. It is very important to keep the eye contact, speak clearly and listen properly to get as much feedback as possible. Our communication skills must evolve. Improving communication style, effectiveness, break the barriers confidence, understand and learn is our main task

Therefore, effective communication is important for staff to be able to support the 54-years-old years woman in this scenario to meet her needs.

1.1 Use communication skills in a health and social care.

I am support worker, and work with people with learning disabilities and people with mental health issues. The organisation I work for is called welmede housing association. The ambition for this organisation is to
provide support to service users in line with welmede organisation housing association will be aiming to provide a high quality and reliable support service to suit each of the service users individual support plans and to promote independence and choice in their daily life.
Job description and responsibilities for me as support worker is to promote independence, life skills and informed choices in accordance with the individual care plan and to enhance inclusion in the community. I always treat service users with respect, give them right to choose and refuse, develop the ability to reach their full potential.
Making sure tasks in daily are completed, give medication to service users, ensuring all house health and safety checks are completed, making sure maintenance issues are reported and when on night shift needs to complete night register, fire safety checks, cleaning duties and ensuring service users are safe and comfortable in bed.
To achieve the aim of this organisation, effective communication is the key element to apply at work. I support service users by communicating with them effectively and to enable them to understand me, I speak clearly with my voice not too loud or too low. In terms of dealing with people with hearing problems, I use signs, pictures and demonstrations to communicate for them to understand well.
Communication is important in health and social care because, effective communication skills, helps the organisation to identify the needs of service users and service users will feel secure and respected. It allows the individuals to express their needs and concerns. Health and social care workers use communication as a tool to provide understandable support at workplace during hand overs. I use verbal and written methods of communication at work for my colleagues, health professionals, service users and their families to understand me better.
According to scenario, Joanna H, a 54-year-old lady originally from Vietnam, has hearing and speech difficulties, can barely speak english language. When this 54-year-old lady got to the hospital she did not have any help with communication and she got angry about it. With my experience and being a part of the staff in this hospital I will use sign to communicate with her and I could also demonstrate things for her to make it easy for her. Helping her means l am fulfilling my duties and not discriminating against her as it is not allow to discriminate by law. Moreover, such behaviours should be reported for better future care.

1.3. Review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings