SampleCommunication

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Contents

Index. Page 2Learning outcomes. Page 3Alignment to Qualifications and Credit Framework (QCF). Page 3

Introduction. Page 4

Unit One. Pages 5 - 8Why and how we communicate.Unit One Questions. Page 9

Unit Two. Pages 10 - 14Why miscommunication happens.Unit Two Questions. Page 15

Unit Three. Pages 16 - 18How the physical environment affects communication.Unit Three Questions. Page 19

Unit Four. Pages 20 - 24Listening and responding.Unit Four Questions. Page 25

Unit Five. Pages 26 - 29Difficult communication situations and confidentiality.Unit Five Questions. Page 30

Unit Six. Pages 31 - 35How to communicate effectively.Unit Six Questions. Page 36

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Outcomes

Learning Outcomes.

• Identifythedifferentreasonspeoplecommunicate.• Explainhoweffectivecommunicationaffectsallaspectsofyourwork.• Explainwhyitisimportanttoobserveanindividual’sreactionswhencommunicatingwith

them.• Knowhowtofindoutanindividual’scommunicationneeds,wishesandpreferences.• Knowwhenandhowtoseekadviceaboutcommunication.• Identifybarrierstoeffectivecommunication.• Identifysourcesofinformationandsupportorservicestoenableeffectivecommunication.• Explainthetermconfidentiality.• Describesituationswhereinformationnormallyconsideredtobeconfidentialmayneedto

bepassedon.• Explainhowandwhentoseekadviceaboutconfidentiality.

Alignment to Qualifications and Credit Framework (QCF).

AlignedtoSHC21ontheQCFframework.

N.B:Weareawarethatofficialpracticeistousetheterms“serviceusers”or“peopleusingthisservice”todescribethosereceivingcare.Weprefertheterm“client”anduseitthroughoutourtrainingpackage.

Key:

worksheet important

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Introduction.

Weallneedtocommunicateeveryday,inourpersonallifeandinourworkinglife,withavarietyofdifferentpeopleinmanydifferentsituations.

Communication involves effort from both the sender of the message and the receiver.Unfortunatelycommunicationcanbe fraughtwitherror,withmessagesbeingmisinterpretedby the receiver.When this isn’t identified, it cancauseconfusion,wastedeffortandmissedopportunities.

Communicationisonlysuccessfulwhenboththesenderandthereceiverunderstandthesameinformationasaresultofthecommunication.

Communicationskillsareneededinallareasofourlifefromdealingwithfamilymembers,coworkers,managersandclientstotalkingonthephonetocustomers,tradesmenorfriends.

Aswewillseeasweworkthroughthemanual,therearemanyfactorsthatcanpreventgoodcommunicationfromhappening.

To get your message across you must understand what your message is, what audienceyouaresendingit to,andhowitwillbeperceived.Youmustalsolookatthecircumstancessurroundingyourcommunications,suchasthephysicalenvironment,anyculturaldifferencesandthenatureofthecommunication.

Within this manual we use the terms Sender and Receiver to identify those involved incommunicating:

• Sender:Persondeliveringthemessage,information.• Receiver:Thelistenerorpersonreceivingthemessage,information.

The purpose of communication is to get your message across to others clearly.

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Unit One

Why and how do we communicate?

Communicationisaprocessofexchanginginformationandcantakemanyformse.g.ideas,thoughts,feelings,andemotionsthroughspeech,signals,writing,orbehaviour.Thereasonforcommunicationistoenablepeopletounderstandwhatwesay.Ourwholelifedependsonuscommunicatingwithour family,neighbours, tradesman,workcolleaguesetc.Weneedtocommunicateourneeds,wishesandpreferencesinordertoworktogetherandsupporteachotherinaneffectiveway.

Consideryouraveragedayandthinkaboutallthepeopleyoucommunicatewith.Whichgroupofpeopledoyoufinditeasiertocommunicatewithandwhy.

Communicationcanbedividedinto:

• Verbal.• Nonverbal.

Consider youraveragedayand thinkaboutall thepeopleyoucommunicatewith.Whichgroupofpeopledoyoufinditeasiertocommunicatewithandwhy.

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Verbal.Verbalcommunicationisdonethroughspeechandwriting,whichcanincludetextandemailaswellasletter,memoandreport.Writtencommunicationsneedtobeclearandwellwrittenusingpunctuation,grammarandspelling.Thismakesiteasiertoreadforthereceiver.Thepositivewithwrittencommunicationsistheycanberewrittenmanytimesuntilyouarehappyitsayswhatyouwantitto.Spokencommunicationsalsoneedtobeclear.Don’tspeaktoofastasitcanmakeitdifficultforthereceivertoprocesstheinformation.Trytogetyourpointacross.

Non Verbal / body language.

Mostofthemessageswesendarenonverbal.Thiscanbebyfacialexpression,eyecontact,gestures,posture,toneofvoice,thewaywesit,howfastorloudwetalk,howclosewestand.Usingnonverbalcommunicationcanshowtrustandrespect,thismakesiteasiertoresolveconflictsandsolveproblems.Evenwhenwearesilentwearecommunicatingnonverbally.

Slouchinginachaircanshowlackofinterest.

Foldedarmscanshownegativityordefensiveness,alwayscheckfacialexpressionswiththisoneasitmayjustindicatethepersoniscold.

Picturessignsandsymbolsarealsousefulascommunicationtools.Themostobviousoneisthepictureofamaleorfemaletoidentifypublicconveniences.

Awaveofthehandcanmeanhelloorgoodbyeandthe’thumbsup’signisusedtosayalliswell/good.Pleasebeawarethatinsomeculturespictures,signsandsymbolsthatweusemaynotbeappropriate.

Picturescanbeusedtoenablepeoplefromdifferentculturesorwithdisabilitiestounderstandandormakechoicesasinpicturesoffoodtochoosewhattoeat.

Non verbal communication cues can play five roles:

• Repetition:theycanrepeatthemessagethepersonismakingverbally.• Contradiction:theycansendoutadifferentmessagetowhattheindividualistryingtosay.

Forexample,thepersonmaybesaying,Iamhappywiththis,butclearlyfromtheirbodylanguagetheyarenot.

• Substitution:theycanbeusedinsteadofaverbalmessage.Forexample,aperson’seyescanoftengiveastrongermessagethanwords.

• Complementing:theymayaddtoaverbalmessage.Abosswhopatsapersononthebackinadditiontogivingpraisecanincreasetheimpactofthemessage.

• Accenting: theymay highlight the verbal message. Striking the table, for example, canhighlightamessage.

Source:TheImportanceofEffectiveCommunication,EdwardG.Wertheim,Ph.D.

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Formal and informal communication.

Formalcommunicationusuallystartswithagreetingsuchas ‘Goodafternoon.Howareyoufeelingtoday?’Formalconversationisoftenusedwhentalkingtoaprofessionalperson,suchadoctor,or ifyouarediscussing theuseofaservicewithsomeone. It isclear,correctandavoidsmisunderstanding. Communicationwith amanager is formal because amanager isusuallymoredistantfromthosetheymanagesothatiftheyneedto,forexample,issueaformalwarningtosomeone,itislessawkwardforbothpartiesthanitwouldbeiftheywerefriends.

Informalcommunicationisoftenusedbetweenpeoplewhoknoweachotherwell,likefriendsandfamilyandismorelikelytostartwith‘Hi,howareyou?’andallowsforavarietyofgreetingsaccordingtotheareasomeonelivesin.Informallanguagealsoallowsforslangandabbreviatedwordswhichcanbecommoninsomeareas

Look at the list in the box below and identifywhether youwould use formal or informalcommunicationwitheachone.

Formal or Informal.

Manager.

Colleague.

Familymember.

Client.

Personyouhavejustmetforthefirsttime.

How we communicate.

Therearemanywaystocommunicate:

• FacetoFace.• Telephone.• Written.• Email.• Text.• Signsandsymbols.• Bodylanguage.

Eachwayisvalidandallwehavetodecideiswhichwayisbetterforeachofourcommunications.

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In order to determine what form of communication to use we need to know who we arecommunicatingwithandthepurposeofthecommunication.

Completetheboxbelow,fillinginwhatyouwouldmostlikelyuseeachformofFormofcommunication.

Communication for. What would you most likely use it for?

Facetoface.

Telephone.

Written.

Email.

Text.

Signsandsymbols.

Whenyouhavecompletedthemanual,checkbackandseeifthereareanyyouwouldchange.

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Whatiscommunication?1.

Unit One Questions

Communicationcanbedividedintotwoareas,whatarethey?2.

1.

2.

Givethreeexamplesofnon-verbalcommunication.5.

1.

2.

3.

Givethreeexamplesofwayswecommunicate.4.

1.

2.

3.

Whatisthedifferencebetweenformalandinformalcommunication?3.