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1 Be able to explore how communication skills are used in health and social care Relevant theories: humanistic, behaviourists, cognitive, psychoanalytical Techniques and purposes: techniques are e.g. written, listening, verbal, non-verbal; purposes e.g.record keeping, giving information, challenging poor practice, educating, decision making, negotiating, advocacy, counselling, mentoring Inappropriate interpersonal communication: barriers to communication e.g. inappropriate language, incongruent messages, misinterpretation, breach of confidentiality, breach of trust, invasion of privacy, power, threat, abuse; influences on individuals e.g. self-concept, self-esteem, self-image, ideal self, prejudice, stereotyping, values and beliefs, stress Supporting specific communication needs: alternative language; language aids e.g. Braille, signing, Makaton; advocacy, interpretation, translation; environmental conditions, technological aids; processes for accessing additional support Maintaining confidentiality: privacy, confidentiality, disclosure, protection of individuals, rights and responsibilities
2 Understand how various factors influence the communication process in health and social care Values and culture: factors e.g. beliefs, age, sex, sexuality, ethnicity, gender, education, social class Legislation, charters and codes of practice: national, European, United Nations (UN) as appropriate eg equality, diversity, discrimination, confidentiality and sharing information Organisational systems and policies: information, documents, systems, structures, procedures, practices Good practice: in accordance with practice and service standards, challenging discrimination, ethics, values, ensuring dignity and rights; data protection (recording, reporting, storage, security and sharing of information)
3 Be able to explore the use of information and communication technology (ICT) in health and social care Standard ICT software: word-processing, spreadsheets, database, information retrieval, the internet, intranet (if available), email, image software Benefits to users: meeting individual needs, administration of treatments, efficiency of administrative processes, accuracy of records, communication, maintaining independence Benefits to care workers and organisations: meeting needs of staff, business administration, efficiency, quality of service, meeting requirement of other agencies, accountability, and audit Legal considerations: health and safety e.g. postural, visual, stress; data protection e.g.accuracy, security, relevance, up to date, confidentiality, consequences of breaking data protection legislation; access to records.