Care Certificate Standard 6 Answers: Communication

Course – Care Certificate Workbook Answers NVQ/RQF/QCF

Standard 6 of the Care Certificate deals with all forms of communication. It helps you understand the importance of communication as a care worker. This explains why good communication is key in health and social care. It looks at how we meet people’s communication needs and break down the stuff that gets in the way of talking to each other.

Learning Outcomes & Assessment Criteria

(6.1) Understand the importance of effective communication at work.

(6.1a) Describe the different ways that people communicate

(6.1b) Describe how communication affects relationships at work

(6.1c) Describe why it is important to observe and be receptive to an individual’s reactions when communicating with them

(6.2) Understand how to meet the communication and language needs, wishes, and preferences of individuals

(6.2a) Describe how to establish an individual’s communication and language needs, wishes, and preferences

(6.2b) List a range of communication methods and styles that could help meet an individual’s communication needs, wishes, and preferences

(6.3) Understand how to promote effective communication

(6.3a) List barriers to effective communication

(6.3b) Describe ways to reduce barriers to effective communication

(6.3c) Describe how to check whether they (the HCSW/ASCW) have been understood

(6.3d) Describe where to find information and support, or services to help them communicate more effectively

(6.4) Understand the principles and practices relating to confidentiality

(6.4a) Describe what confidentiality means in their role

(6.4b) List any legislation and agreed ways of working to maintain confidentiality in day-to-day communication

(6.4c) Describe situations where information, normally considered to be confidential, might need to be passed on

(6.4d) Describe who they should ask for advice and support about confidentiality

Care Certificate Standard 6 Answers

(6.1a) Describe the different ways that people communicate

Answer:

Five different types of communication are described below, along with how and when they might be used:

1. Written Communication: It is used in reports, records, and other official documentation to maintain a record of work-related activities. Handwriting should be legible. Records should be up-to-date, clear, concise, and accurate. Forms should be filled in correctly.
2. Verbal Communication: Speaking and listening are used to communicate with individuals, explain treatments, identify needs and wishes, and request consent. Tone and volume should be appropriate, and slang, jargon, complicated vocabulary, and accents/dialects should be reduced or avoided where possible. And, of course, both individuals must speak the same language. Verbal communication can be adapted to the individual’s needs. Active listening should be used to reduce the likelihood of misunderstandings.
3. Braille: Braille script is a type of ‘written’ communication for visually disabled people to read and write texts. It consists of a series of raised bumps that represent letters and symbols. Individuals can move their fingertips over the bumps to read using their sense of touch.
4. Makaton: It is often used to aid verbal communication with individuals with learning disabilities by using a series of simple gestures while conversing.
5. Visual aids: These are like pictures or objects you use to show what you mean. If a staff member wants to offer someone a choice of activities, they could just hold up a pic of a bowling ball and another of a DVD, and the person just points at whatever they’re feeling.
6. Braille:  It is a cool system for people who can’t see; it’s like a group of tiny bumps that stand for letters and stuff. You just slide your fingers over it and realise that you’re reading by touch. 

(6.1b) Use examples from your workplace to describe how good and poor communication could affect relationships at work.

Answer:

1. Examples of good communication 

A manager helps their staff by providing them proper information about their functions, clients, and responsibilities in written form and supports this with effective verbal communication. The staff totally know their area, are confident about what they’re doing, and if they’re ever not sure about something, they can just hit up the manager and sort it out.

Positive Effect

• Builds trust between staff members and the manager
• Avoid misunderstanding
• Support teamwork and uniformity
• Creates a positive environment where everyone feels valued

2. Examples of poor communication

A manager does not update an individual’s care plan and MAR sheet to show that they have recently been prescribed a course of antibiotics. The individual is not administered their antibiotics by staff, which results in their infection worsening and them having to go into the hospital.

Negative Effect

• Creates confusion, which may cause risk to the patient’s health
• Break down trust between staff members and families
• Increases the risk of complaints

(6.1c) Imagine you are talking to a patient about a change to their care plan. During the conversation, which starts very relaxed, you notice the person getting fidgety and avoiding eye contact, and their body language is changing; they turn sideways on their chair so they no longer face you.

• Why is it important to pay attention to another person’s behavior or reactions?

The little changes in someone’s behavior and reactions show us that the person is feeling uncomfortable and upset. Picking up on those small changes is a big deal if you want to give them better care. It is important to ensure that nothing is wrong with them. It’s very normal to experience emotional responses during a conversation, even if they’re not openly expressed. It’s like a silent alarm that something’s off. And yeah, it can totally kick up some major tension between the employee and manager, especially when things are already heated, like in HR talks or when people are in trouble.

• Why is it important for you to respond to the changes in another person’s behaviour? 

It’s important to respond to the changes in another person’s behavior and reaction because it enhances trust, shows empathy towards them, and builds respect in their relationship. If you avoid these reactions, it shows that you are interested in maintaining peace, and it will generate different emotions in them. A change in how someone communicates shows dissatisfaction, possibly due to an issue with management decisions.

Pay attention to when the person begins to become comfortable again, as this supports smoother communication and a more supportive connection. This shows that the team response is being managed in the most effective way possible. Taking time to acknowledge changes helps bring happenings back into control without trying to push change, and thus remove progressiveness, a concept in human resource management.

(6.2a) Part I: Ways can help you to establish an individual’s communication or language needs, wishes, and preferences.

Answer:

Every person has a different and unique way of communicating with others. People have natural preferences for different roles based on the preferences of their employers. All individuals are affected more by emotions and tone than by words alone. Therefore, it is recommended to use expressive behaviours to convey nonverbal cues so that there is no chance for misunderstanding and perceiving information negatively. 

Recognising their preferences helps us in enhancing trust and creating a strong and respectful relationship with them. Understanding their requirements, such as language and communication, is important in providing them personalised care.

• Through communication that involves body language, speech, and facial expressions
• Speak to family members or friends.
• Through communication with other members, such as nurses, social workers, language therapists, etc.
• Considering cultural and language backgrounds
• Observe their behaviours and reactions
• Read their care plan

(6.2a) Part II: Explain how each of the above can help you to establish an individual’s communication and language needs, wishes, and preferences.

• The person might explain their preferred way of communication, and you will find the best way to interact with them effectively.
• Their close relations, such as family and friends, will be aware of how to communicate with them most effectively.
• Other professionals may have experience with the person, know their past communication needs, and have expert knowledge to support it.
• A person’s care plan must show the best way to communicate with them.

(6.2b) Write about different styles or methods of communication that could help you when communicating with individuals. 

Answer:

It’s very important to choose the right communication method that meets the objectives and needs of the person. There are various communication methods present, such as:

• Verbal method: This method consists of spoken words and active listening, commonly used in in-person chats or phone calls. It is very effective for people who can speak and hear well.
• Using physical touch: For those who are suffering from sensory issues, gentle touches and hand movements are an effective way to gain their attention. It’s valid as long as it’s done respectfully and with permission.
• Non-verbal method: This method of communication uses facial expressions, hand movements, eye contact, etc., to convey the message. It gives more clarity in understanding if someone is facing issues in understanding the verbal information.
• Written communication method: This method involves various written methods to convey the information, such as messages, emails, letters, notes, etc. If someone is facing any issues with hearing, then this method is very useful for them.
• Braille: Braille script is a type of ‘written’ communication for visually disabled people to read and write texts. It consists of a series of raised bumps that represent letters and symbols. Individuals can move their fingertips over the bumps to read using their sense of touch.
• Makaton: It includes using hand signs with the individual, which helps the persons who are suffering from learning disabilities.

(6.3a) and (6.3b) List of Potential barriers to effective communication and describe ways to reduce barriers

Answer:

Language barriers: Most probably, both parties will be able to understand each other’s language, but if there is a communication gap between them and people are speaking different languages, then it increases the chance of creating misunderstandings as they are unable to understand what the other person is trying to say. 

You can use various methods to reduce the language barrier, such as taking help from translators, and interpretation services may need to be employed.

Background Noise:

When there’s a bunch of loud noise going on around you, it’s super hard to catch what someone’s actually saying. People struggle big time to listen properly and make sense of it. If you’re in a noisy spot and the person talking is kinda quiet, good luck trying to figure out what they’re saying — you’re probably gonna miss half of it.

To reduce this barrier, you must shift to a quiet and peaceful area where you can communicate effectively. 

Substance misuse: If any person is affected and upset because of the misuse of substances, you need to avoid any loud or aggressive tone and make sure you are using a calm and humble tone. Make sure the individual is supported. Keep your body language relaxed. But maintain a safe distance.

High levels of emotion: if you are trying to communicate with a person who is emotional, stressed, or upset for any reason, then their focus will divert. They will not be able to understand the information provided by you effectively.

To avoid this, you must use a humble and supportive tone to calm them down and make them feel comfortable so that they can understand your words.

Cognitive difficulties and disabilities: Keeping sentences short with minimal keywords. Using different nonverbal communication methods, such as gestures, facial expressions, and visual prompts/aids, will reduce the chances of misunderstanding and barriers in effective communication.

Thick accent: If you have a thick accent, learn to speak more clearly and try to reduce geographical nuances and If the individual has a thick accent, ask them to repeat things that you didn’t quite understand.

(6.3c) During any conversation or discussion, you would like to know that you have gotten your point across to the other person or people and that they know or understand what you mean. How could you check to make sure that the other person understands what you are saying?

Answer:

To make sure they get what you’re saying, first let ’em know what you want them to do or understand. Then, just ask ’em to repeat what you said. Then, you can ask the person what you have explained. If they don’t, then you must change or manage the way you are conveying the message; maybe it is not appropriate or difficult to understand. 

• You must observe the facial expression and body language to determine whether the person has clearly understood the information provided by you or not.
• You can ask open-ended questions to ensure clarity.
• Make a clear understanding of what you want to convey through your message.
• Provide written information to support them if necessary. 
• You must avoid complicated phrases and language to reduce the chances of misunderstanding 

(6.3d) Think of an individual or group of individuals in your workplace that you might struggle to communicate with. Make sure you respect confidentiality by not using their name. Who could help you with information, support, or services to communicate more effectively? How could they help?

Answer: 

The example from my place of work that I have chosen is

I work with a person who can communicate verbally in daily communication but struggles when telling something that is making him upset. This is because of his shy behavior and confusion about how to start such a kind of conversation; he faced difficulty in communicating verbally when he was in a heightened emotional state. He has Fragile X syndrome, which results in a moderate learning disability and ASD.

I could find information, support, or services from:

Local health service

National charities

In-house clinical team

They could help me to:

I have requested information from a charity that supports individuals with Fragile X Syndrome, as well as helping the individual get a referral from his GP to an NHS-funded speech and language therapist to investigate other forms of communication that may help him. I have also requested that our in-house occupational therapist be involved.

Conclusion

For better communication, you can seek help and feedback from others to improve your performance; this helps in learning and improving your mistakes in your communication. Any constructive feedback from managers and your colleagues helps you to improve your working style. Feedback from a manager or assessor provides clarity in your way of communication, develops skills, and gives you the ability to meet the standards required. 

(6.4a) Describe the meaning of confidentiality in your job role. You might use your contract or job description to help you.

Answer: 

As a health and social care worker, keeping people’s info private is a huge part of the job. Confidentiality matters in pretty much any job, right? It’s all about respecting people’s privacy and making sure their info doesn’t get misused. This means making sure no one overhears me talking about them, keeping records locked down, and only sharing stuff with others if the person says it’s cool (unless there’s something serious going on, like a safeguarding issue).

• Always make sure to respect boundaries while sharing and discussing sensitive data.
• Take part in the training sessions provided to you to keep confidentiality and learn how to best practice it.
• Ensure secure and strong passwords to protect the digital data and ensure safety.
• Always be careful and make sure not to share sensitive information in public areas.

(6.4b) Familiarise yourself with your workplace’s agreed-upon ways of working regarding confidentiality. Write legislation and agree on ways of working to maintain confidentiality in your daily routines.

Answer: 

Legislation

• Data Protection Act 2018 (inc GDPR): This law protects personal data and makes sure that your data is managed with responsibility and security. It provides rights to the persons regarding the collection, sharing, and use of their data.
• Human Rights Act 1998: This act provides the right to privacy for a person’s life and family. Everyone has the right to keep their lives private and confidential. Their data must be protected and only shared if required.
• Freedom of Information Act 2000: Under the Freedom of Information Act 2000, people can have access to the non-personal information from public services such as the NHS.

Agreed Ways of Working

• Confidentiality Policy and Procedure: I always make sure to protect the data and information and maintain privacy. No data is shared without consent and only if necessary.
• Computer, Email, and Internet Usage Policy and Procedure: I use and take help from digital platforms by keeping all the records confidential and avoiding data sharing without permission. 

• Archiving, Disposal, and Storage of Records Policy and Procedure: I securely and actively take care of data and dispose of the unused data to prevent any misuse of sensitive information.

• Access to Information Policy and Procedure: I make sure that I am only accessing information that is needed and follow all the necessary steps to request or share data properly.

• Photographs Policy and Procedure: I prefer taking permission before using any kind of photos of individuals, along with all the guidelines.

(6.4c) At times, you may come across situations where you need to share confidential information, even if the individual doesn’t want you to. Give some examples of situations that might happen in your workplace where information might need to be passed on to other key people.

Answer: 

Example 1: Safeguarding Financial Abuse

A person informs you that they have been financially abused but doesn’t wish you to share the information with anyone. You explain that you have to pass it on to your manager, the safeguarding lead, and possibly social services and the police. Make it clear and understand that it’s your responsibility to share this information with the manager to protect them and other staff members.

Example 2: Medical Emergency

A person who is badly injured because of an accident and needs urgent treatment. So you share the personal information, such as allergies or any known medications, with the health care team present at that time.

Example 3: To Protect Harm to Others

If an individual tells you information that may cause serious harm to others, you are legally obliged to pass this information on to the police and other relevant agencies.

(6.4d) Imagine one of the situations you have described in the last task happens whilst you are on duty. Who could you ask for advice and support about confidentiality? And how would they be able to help you?

Answer: 

• Manager—Your manager or supervisor can advise on the best action to take when confidentiality issues occur.
• Senior Staff—Similarly, senior and experienced staff can also offer guidance and assistance.
• Safeguarding Lead—Your organization may have a safeguarding officer with specialist training and experience in safeguarding issues. They can offer support and take action.
• Police—The police can investigate any criminal activity that you report to them.
• Social Services—Social services must treat all safeguarding reports seriously and investigate them.
• Care Quality Commission (CQC)—The CQC will investigate all reports of abuse and neglect against the care providers, including whistleblowing.

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