Level 5 Diploma in Leadership for Health and Social Care
Learner Name: Abimbola o. Adejumo Unit Title: 501 Use and develop systems that promote communication
Learner statement Assessor Use Only Assessment Criteria Met
Learner to provide narrative under each statement of how they meet the criteria.
You must provide answers to each question that allow your assessor to properly assess what work duties you are doing or what role you have within your work. It expected that you will need approximately 300 words per question. The more detail you provide the less likely your account will be sent back for more clarification. Examples of your own practice are very good to answer the questions but please do not use any names for confidentiality reasons.
You must answer each question in your own words and written in the first person meaning “I do this”. A tip is always to keep in mind the “who, why, how, where and when” in each answer.
NB: – where there is range in the statement, all of the range needs to be covered.
If you are using the Level 5 diploma in Leadership for Health and Social Care by Tina Tilmouth and Jan Quallington then please read pages 1-26.
This unit can also be covered by recorded discussion – if you wish to complete it this way speak with your assessor for the guide sheet.
Learning Outcome1 – Be able to address the range of communication requirements in own role.
Review the range of groups and individuals whose communication needs must be addressed in your own job role
Communication as described by Tina Tilmouth and Jan Quallington’s second edition of their book titled: ‘Diploma in Leadership for Health and Social Care is defined as; the basis of interaction which centers around various skills such as: speaking, writing and listening in health and social care.
In my job role as an Agency care coordinator at Larksfield Care, there are a wide range of groups and individuals I communicate with on a daily, weekly, and less frequent basis within my role. These range of groups and or individuals include: support workers, HCAs Nurses, domestics workers, colleagues, other managers with my organization and or registered managers from various care homes that do business with our agency to ensure our services are adequately and promptly delivered.
I communicate with all the afore-mentioned people daily and differently. This communication can take any method or form such as writing (e.g. electronic- emails or SMS and non-electronic such as postal correspondence), verbally (e.g. face -face or by telephone, video or voice messaging) and listening.
In my job role, it is important for me to apply various communication skills when communicating with any of the above-mentioned individuals or groups. For example, our clients (care homes we supply staffs to) request need to be fully understood before assigning care workers to their location each time I am considering their agency staff supply request.
On a day to day basis, I need to be able to communicate well with our clients, management team, team leaders and care workers. This can sometimes be challenging for me because of cultural diversity hence, I need to be certain that we understand each other clearly.
Explain how to support effective communication within your own job role
In my job role as an agency care coordinator, effective communication is an essential part of building and maintaining good client and co-workers or colleague relationships. Having an effective communication skill is vital to my job role, it helps in the development of positive relationships and information sharing with individuals and groups engaging our services. It also helps to meet our client’s needs and ensure the best outcome for their service users, our care workers and management team.
I use various forms of communication skills in my job role such as: verbal and non-verbal words, phrases, voice tones, facial expressions, gestures, and body language in my daily interaction with individuals (such as: care workers, co-workers, other managers and our clients).
All the above-mentioned individuals require different levels and types of communication. Within my job role I support effective communication by applying methods and strategies like:
Client records / files: Keeping a physical or electronic client record is a vital aspect of communication between staff and various services. Daily notes and service updates gives all involved individuals the ability to effectively communicate and discuss their needs or changes as at when required.
Negotiation: I negotiate with prospective clients willing to engage our services and I communicate feedback to my managers.
Staff meeting: I organize a quarterly care workers meeting. This helps to remind all care workers of their duty of care in their various locations. Meetings are held quarterly to discuss and update on progress and queries from clients or staff grievances. A message is placed on the communication board and or SMS to ensure all staff are informed. Regular Email Update: I email my line manager daily to communicate and update on care workers performance against client needs, communicate needs for the recruitment of new care workers etc.
These skills when applied daily helps me not only to understand but learn from others, develop alternate perspectives, and meet our clients’ needs.
Analyse the barriers and challenges to communication within your own job role
Barriers in communication can occur at any stage in the communication process. It can lead to the message becoming distorted which may further result into misunderstanding and confusion between the sender (myself) or receiver (care workers, clients, other managers etc.) or vice versa.
In my job role, there are many barriers and challenges encounter in carrying out and performing well at my daily task. Most times, a breakdown in communication results into barriers in the work place and it is significant I overcome these barriers to ensure free flow of communication.
Types of communication barriers may include:
Noise Barrier: Physical noise during communication distorts the message sent from being understood. Any noise (such as- noise from squeaky telephone lines, noise at the background room from television or side talks, noise from outside traffics; road works or builders) within my environment can prevent care workers the ability to receive or understand messages sent to them.
Disability Barrier: I may encounter a barrier if a staff member or proposed client has a hearing impairment. Communicating with such person will pose a very big challenge to either of us.
Language Difference Barrier: Difference in race, culture or background brings about difficulty in communication. Even if a person from a specific culture were to speak the same language as a person from another culture, the way he or she interprets communication is different.
My accent as an African descent differs from European or Asian descents. For me to be clearly understood, I am required within my job role to speak slowly and clearly and continue to check with them to ensure clarity and that they understand the message passed.
Furthermore, If translation of languages is needed for communication between the two people, the situation can worsen. For example, the communication might break down if another language were poorly translated into English and vice versa.
Body Language Barrier: Body Language such as gestures during communication also poses as barrier to communication. The way I listen, look, move, and react tells the other person whether I care or not, if am being truthful, and how well I was listening. Showing lack of attention, not staying focused, lack of interest in the conversation by getting engrossed in other activities are signs I must be aware of.
Emotional Barrier: These are emotional factors that impede a speaker’s ability to deliver a clear message or a receiver’s ability to hear a message effectively. Examples of emotional barrier that affects effective communications are: Anger (When angry, the way our brain processes information given to us may be negative compared to when happy. An angry person, is said to have difficulty processing logical statements, limiting their ability to accept explanations and solutions offered by others), Pride, Anxiety, etc.
My state of emotion may also pose as a barrier to communication at any particular time. For example, if a care worker feels that I sound angry when communicating, he/ she may interprets the information sent as being rude.
Time Barriers: Lack of adequate time in carrying out my daily task. For example, when prospecting for new clients, the time to engage in marketing conversation is never enough. Its either the potential care manager is too busy to attend to my calls or am having other task which requires my immediate attention as at when the manager’s available time slot.
Implement strategies to overcome communication barriers
In my job role, I face a lot of communication barriers while carrying out my duties. If a message I pass to care workers, clients or other managers is not understood, there is bound to be a communication breakdown.
It is crucial to deal and cope with these barriers to ensure smooth and effective communication. To achieve this, I must be able to:
i) Reduce and eliminate noise levels: Noise as we all know is the main communication barrier that must be overcome on priority basis. It is essential for me to identify the source of noise before and during communication and eliminate the source.
Ii) Use Clear and Concise words: when writing my emails or sending written messages, I must avoid using ambiguous words, abbreviation and jargons. I must keep my message clear and simple always.
iii) Listen Attentively: to achieve this, I must concentrate and avoid distractions during communication. I must also have a good listening skills together with appropriate verbal and non-verbal communication for example: smiling during conversation, having regular eye contact, tender tone of my voice, nodding my head slightly during communication with polite speech marks such as; “I see” , “I agree” , ” I understand” etc. is vital.
iv) Overcome time Barrier: to achieve this, I must create and spend required time for active communication without me being in too much haste to pass my information.
v) Think before speaking: I must avoid saying the first things that comes to my head but instead, take a moment and pay close attention to what I have to say and how I intend to say it.
Vi) Avoid Favoritism: As it is popularly said: “there is always two-sides to a story”. I must try to communicate without judging or taking sides. It is my duty to view situations and responses critically from all perspectives before passing my judgement.
vii) Overcome Emotions: overcoming this barrier is crucial to both verbal and verbal communications. In liaising with individuals and groups in my job role, it is essential I make effective and positive use of my language to avoid situations such as aggression. I must not show negative emotions while communicating to avoid the message being misinterpreted. For example, assuming during the course of executing my daily task, I get told off by my manager for failure to meet given deadline and whilst brooding , I receive an incoming mail from other manager about my teams poor performance but whilst trying to digest my disappointment , my phone beeps with a care worker calling at the wrong time to seek my advice. With all these recent happenings, if my emotions are not hidden, whatever information I pass, will most likely impact negatively on the receiver.
Use different means of communication to meet different needs in your own job role.
(see the range below, this must be included in your answer)
Management Study Guide: https://www.managementstudyguide.com/overcoming-communication-barriers.htmTina Tilmouth, ; Jan Quallington. Level 5 Diploma in Leadership for Health and Social Care 2nd Edition Unit SHC 51, 1-26Range
This must include:-
Means of communication
Verbal, non-verbal, sign, pictorial, written, electronic, assisted, personal, organisational, formal , informal, public (information/promotional)
Learning outcome 2 – Be able to improve communication systems and practices that support positive outcomes for
2.1 Monitor the effectiveness of communication systems and practice
2.2 Evaluate the effectiveness of existing communication systems and practices.
2.3 Propose improvements to communication systems and practices to address shortcomings. (this will need to be an actual example of what you have proposed)
2.4 Lead the implementation of revised communication systems and practices.
Learning outcome 3. Be able to improve communication systems to support partnership working.
Definition – Partnership working:
Working effectively together with people, professionals. Agencies and organisations to enhance the well being of people and support positive and improved outcomes.
3.1 Use communication systems to promote partnership working.
3.2 Compare the effectiveness of different communication systems for partnership working.
3.3 Propose improvements to communication systems for partnership working. (this will need to be an actual example of what you have proposed)
Learning outcome 4. Be able to improve performance through reflective practice
4.1 Explain legal and ethical tensions between maintaining confidentiality and sharing information (you will need to tell the assessor what legislation covers confidentiality and sharing information).
4.2 Analyse the essential features of information sharing agreements within and between organisations ( you will need to tell the assessor what your actual policies and procedures say in regards to sharing information between different organisations)
4.3 Demonstrate the use of information management systems that meet legal and ethical requirements
This will be covered on observations.
Statement of authenticity
I confirm that the evidence above is my own work and was carried out under the conditions and context specified in the standards
Learner Signature: Abimbola Adejumo Date:
(This must be signed)
The information within this Learner statement is a true reflection of the learner’s role, responsibilities and competence.
Diploma Assessor Signature: ……………………Date: