1 Summarise the main points of Chapter

1 Summarise the main points of Chapter 1.2 from the Learner Guide. 1.2 – Communicate service information in a manner that is clear and easily understood By the end of this chapter, the learner should be able to: ➢ Communicate a range of service information to patients in a clear manner ➢ Take account of the recipient’s values and beliefs when communicating. Service information: The information that you need to communicate will be of importance and may have an influence on the wellbeing of those under the care of your organisation, as such it is vital that information is not misinterpreted and it is communicated clearly to the recipient(s). Service information may be a simple communication of appointment times or directing people through the service, or you may handle patient/client information that is confidential and vital to the care they may be receiving. Information should be: ➢ Written or spoken in words that accurately describe the situation/circumstance ➢ Clear and concise in the use of language, grammar and spelling ➢ Clarified with those involved – use and encourage active listening skills (where the other party/parties repeat back information to show they have understood this) ➢ Provided in a manner whereby the individual(s) are able to understand, such as use of sign language, an interpreter or use of Braille communication. Knowledge of values, beliefs and perspectives. It will be beneficial to know of the values, beliefs and perspectives of all individuals you communicate with, as this will ensure effective and smooth communication between all involved. This may include: ➢ Cultural sensitivity ➢ Religious beliefs ➢ How they wish to be addressed ➢ Potentially offensive subjects ➢ Respecting values and beliefs. Communication is key, and you should ensure that you are aware of and respect individual beliefs and values. You should never discuss any topics that you know could cause offence, but if you have to due to workplace issues, you should do so in the most sensitive manner possible. You should also never dismiss the views of another due to different values and beliefs, as you may find their perspective will be beneficial to the situation you require support and information for. Improve your communications. As well as considering how you perform your communications, the following can help you to improve your effectiveness and aid understanding. These include: ➢ Listening skills, such as active and reflective listening ➢ Being mindful of other people’s emotions ➢ Showing empathy for others’ situations ➢ Use encouragement to help the speaker to relay their communication/message. Using affirmations. If you want to improve your communication skills, as well as attending courses and workshops to develop your skills, you can also try using positive affirmations to help change your mindset and approach to how you communicate. This is specifically useful if you are aware of the areas that you may want to develop. Affirmations are short phrases spoken in the present tense and are chosen for their positive outlook. They can be anything that accurately describes the skills that you wish to display. Positive affirmations can include: ➢ I am an excellent communicator ➢ I am assertive and able to influence people ➢ I can remain calm when speaking with others. They act as a positive reinforcement of a specific area/skill/habit that a person would like to have. It is a simple technique and uses the laws of attraction – if you believe you are not good at communicating, you won’t be, but if you repeat that you are good at this, then your mind takes on the positive reinforcement, and you automatically take on the positive characteristics of the attribute you want. The need for networking. In your day-to-day work, there may be instances where information is needed to enhance the service that you provide. One way of opening up regular communication channels is through business networking. Networking allows you to exchange information, to gather the most current information available and also allows you to consult with other professionals who are in the same or a related field of work. In order to do this, you may find that there are a number of principles you must adhere to, to ensure you contribute appropriately in networking. These may vary between organisations and industries but generally, include the following: ➢ Networking can happen anywhere, don’t wait for a reason to network, you may find that you are networking without even realising it when working with other workers or outside organisations ➢ Treat everyone you network with equally, don’t treat the manager of a large organisation any different from how you treat a co-worker or vice versa. Treat everyone with respect and do not abuse the opportunities you are given through networking ➢ Networking is the same as building a working relationship; it will take time, trust and effort. You may find that people network with you because you can help them and don’t reject this opportunity as you may find you need their help in return one day ➢ Show respect and an interest in the people you are networking with ➢ Learn to listen as well as talk, do not dominate the conversation with your needs ➢ Show what you have to offer before you expect something in return. SCIENCE HEALTH SCIENCE NURSING BIO CHC33015

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