Level 5 Diploma in Leadership for Health and Social and Children and Young People’s Services (Adults’ Advanced Practice)
Review the range of groups and individuals whose communication needs must be addressed in own job role.
In my role as Team Leader with Deputising Responsibilities, I have a wide variety of people and organizations with whom I must communicate. On a day to day basis I must meet the communication needs of the service users, with whom I would ordinarily use a relaxed and informal tone and, in some cases, short words and phrases to simplify my language. At the moment, all of our service users are fully verbal in their communications so no Makaton is required. When dealing with management, CQC, other agencies, professionals and parents or family, I would use a more sophisticated level of language but often find myself simplifying things here as well as there is a very wide range of understanding within this group. In all aspects of language (verbal, written, body, and facial) and with all interactions I need to be very conscious of matters of confidentiality and insure that I do not give out information that is not specifically sanctioned for dissemination to the particular audience in question.
Explain how to support effective communication within own job role.
In my role it is important to develop and maintain good interpersonal relationships with everyone that I deal with; this provides a substrate for all levels of communication. One of the ways that I support others to maintain effective communication at my workplace is by providing easy access to, and easy to use, template documents for staff to use when they have information that needs to be passed on. I listen to staff needs in this area and this has helped to keep the system simple and accessible. Maintaining a feeling of unity between the shifts also helps to promote good communication from one day to the next. When dealing with staff, I try to use language that makes them feel supported and part of a team. In some cases, it is necessary to simplify language for those staff that have English as a second language. It is also important to support these members of staff when asking them to prepare written reports or documents as extra help may be needed. In order to ensure good communication I may ask a service user to tell me what they understood of the things that I have told them or an issue that has been discussed. For some service users I would write down the main points or answers to questions in order to provide a concrete response to an issue that has been a cause of worry, or if they are having difficulty remembering, as a visual reminder. When writing reports for management or other agencies, I try to be succinct and accurate enough to communicate the issues without going in to extraneous detail to unnecessarily lengthen documents.
Analyse the barriers and challenges to communication within own job role.
Within my own job role, there are many issues that prove to be obstacles to clear communication. Time pressures often mean that one issue arises before the previous one has been successfully concluded and documented. The service users often want staff support for the full number of hours that they are allocated and have no understanding that this time must include paperwork such as writing records of conversation or case file documents that are essential for other staff to be able to work effectively with them. The demands of confidentiality can also provide obstacles where some information may help one party to understand the issues being experienced by another party, but it is not appropriate or acceptable to share that information. The number of sources of information can also be a barrier to all of the information being shared between staff i.e., notice board, log book, communications book, staff folders, emails, diaries, records of conversation/observation, handover book, etc. When starting a shift,...
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