Effective Communication: A Workbook for Social Care Workers (Knowledge and Skills for Social Care Workers)

111 Pages·2009·0.62 MB·English

by  Suzan Collins

Effective Communication
Knowledge and Skills for Social Care Workers series
The Knowledge and Skillsfor SocialCare Workers seriesfeatures accessible open
learning workbooks which tackle a range of key subjects relevant to people
working with adults in residential or domiciliary settings. Not just a source of
guidance, these workbooks are also designed to meet the requirements of Health
and Social Care (Adults) NVQ Level 3, with interactive exercises to develop
practice.
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Effective Communication
A Workbook for Social Care Workers
Suzan Collins
Jessica Kingsley Publishers
London and Philadelphia
Firstpublishedin2009
byJessicaKingsleyPublishers
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and
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Acknowledgement
Lee Nevill (Lowestoft College) for his assistance and support
This workbook meets the requirements of the following standards, guidance
and qualifications
Care Quality Commission (CQC)
Care Home for Adults Standard 33.9
Domiciliary Care Standard Appendix D
General Social Care Council (GSCC)
Code of Practice Standard 2
National Vocational Qualification in Health and Social Care
NVQ HSC Level 3, Unit 31
Skills for Care (SfC)
Common Induction Standard 4
Contents
Introduction 9
Why We Need to be Able to Communicate 12
Communication within your Team, Families
and Outside Agencies 15
Capacity to Make a Decision 17
Communicating with an Individual 18
Communication Profile or Communication Passport 20
Problems in Communication 23
The Different Ways We Communicate 25
Providing Opportunities to Communicate 29
Communication Cycle 30
Listening Skills 31
Factors Affecting Communication 35
Visual Reminders 40
Stimulation 41
Feelings, Emotions and Relationships 42
Objects of Reference 44
Using Photographs 46
Alternative Ways of Communicating 55
Making Choices 65
Personal Space 66
Body Language 68
Supporting Various Kinds of Service Users 71
Sensitive and Complex Issues 75
Human Growth and Development 78
Recording and Reporting 88
Confidentiality 91
Data Protection Act 1998 94
Access of Health Records Act 1990 95
Self-Assessment Tool 96
Certificate 98
Knowledge Specification Chart 100
Legislation and Useful Websites 103
References 107