ROLES AND RESPOSIBILITIES.
Communication is an important aspect of my role as a trainer in Whitehouse nursing home as I deal with wide range of people including managers, home directors(owners), visitors, staff, other professionals(social workers, GPs, inspectors),sale personnel, families and residents on a daily basis; some more than others. There are lots of ways to communicate however some are more effective depending on the assessed needs of the individual. Examples include telephone conversation, text messages, emails, posts such as letters and reports from social workers, GPs (assessments), emails from other professional.
I communicate both in writing, verbally and by the use of good listening skills. Different skills are being used in dealing with the above groups mentioned. For example, in communicating with a resident(service user), I ensure their communication needs are assessed prior to meeting( evidenced from care plan or family), with this I avoid the use of medical jargons as they might not be familial with however, with staff and other multidisciplinary team(MDT) terminologies are easily understood. I speak in calm, clear, at the right tone and pitch ensuring the environment is noise free and conducive.
When new resident moves into the care home, I meet them with family to assess their needs and put a plan of care in place solely based on them (person centred); hence communication is an important ingredient to get those needs understood by both parties and other staff to deliver the highest quality of care. I then produce reports, write and update care plans, risk assessments.
I attend MDT meetings with other professionals, family and residents to discuss and review needs at regular basis or when needs changes.
I receive telephone calls from different people ranging from family, potential new staff and customers, to GPs, social workers, paramedics etc. ensuring always that data protection and confidentiality are always upheld.
I also have face to face meetings with staff during supervisions and assessing of training needs. I take part in take 10 ( brief 10 minutes meeting of all staff on duty in the afternoon to discuss changes in needs of residents and issues that affect staff)which is recorded and care plans updated accordingly.
Furthermore, I meet with my manager to discuss the training budget, training needs and action plans from audits as part of my role. This needs effective communication to give and receive accurate information.
Also, I liaise with other training professionals (e.g. Hertfordshire care providers association, different county councils, independent trainers etc.) in organising training sessions for staff; This most of the time is done via email, telephone conversations or by face to face meetings.
Communications comprising verbal, written, listening skills are all used during training sessions as delegates all have different learning needs. I adapt each session to suit the group as sometimes delegates understand better when they are shown (practical, some by the use of videos and through lecture (verbal).
Outcome of training: feedback both written and verbal from training enables me to reflect and alter any communication skills or methods used.