their experience, from each other and through the process of reflection. This was her first venture in writing for publication and she wrote the text in a similar way to her teaching style.
Erica Pavord has written the new chapters in this second edition and, with Elaine’s blessing has edited and changed the other chapters. Erica works part time as a counsellor for children, young people and their families. Before becoming a counsellor she spent 15 years as a secondary school teacher and has managed to keep the teaching part of her career going by lecturing at Worcester University. In 2010 she took on the teaching of Therapeutic Communication and Interpersonal Skills to Foundation Degree students in Health and Social Care, Mental Health and Child and Adolescent Mental Health. More recently the module was delivered to BSc students in Occupational Therapy and Physiotherapy. The changes in this second edition reflect the development of the module which Erica has continued to teach alongside her colleagues in Worcester. Their contribution to some of the material in this edition has been invaluable.
01
INTRODUCING KEY CONCEPTS
IN COMMUNICATION
| KEY THEMES: |
The importance of communication
Moving towards a definition of communication
Academic definitions
Communications theory
Models of communication.
Being able to communicate effectively is essential for any practitioner working with people. Good communication is central to providing good care and service. This book aims to launch you on an exploration of what it is to communicate effectively with others and the impact that good and bad communication has on the process of care.
THE IMPORTANCE OF GOOD COMMUNICATION
“Communication underpins all else we do. Effective communication is a two way process which develops and cements relationships, keeps people informed and reduces the likelihood of errors and mistakes.”
(NHS Employers, 2014, p. 2)
“Good communication is central to working with children, young people, families and carers. It helps build trust, and encourages them to seek advice and use services. It is key to establishing and maintaining relationships, and is an active process that involves listening, questioning, understanding and responding.”
(Children’s Workforce Development Council, 2010, p. 6)
Communication is central to everything we do in health and social care. Effective communication is the key to delivering high-quality help and care, regardless of your field or the setting you work in. If any of our communication skills are poor or deficient or if we are negligent in communicating something that is important, the people we aim to care for will be disadvantaged and may suffer in consequence. Constantly reviewing, maintaining and improving your communication skills is a very important part of your work not just as a student but also as a professional. Good communication is not always easy so it is important for you to know a little about the basics of good communication to aid your reflections and study of how to improve your communication/interpersonal skills.
Effective communication is recognised as a core competence for all people who work in public service. The failings in care at the Mid Staffordshire NHS Foundation Trust were documented in the Francis Report (Mid Staffordshire NHS Foundation Trust, 2013) which highlighted the need for a patient-centred and compassionate service for patients. It stated that nursing staff should be recruited in line with core values and behaviours termed the ‘6 Cs’. These values and behaviours are not new but are put together to reflect the values and beliefs that underpin care wherever it takes place.
THE 6 Cs
The 6 Cs are:
Care – all nurses, midwives and care staff commit to look after patients with care.
Compassion – all pledge to deliver care with compassion, empathy, kindness, trust, respect and dignity.
Competence – there is an assurance that this care will be delivered by competent nurses, midwives and care staff who have the relevant knowledge, skills and education and who receive ongoing training and support.
Communication – all promise that there will be improved communication with patients as partners in their care, recognising that communication at a time of vulnerability will always be remembered.
Courage – all promise that care will be delivered with the courage to speak up when things are wrong, to spread good practice, to challenge, to say stop and to place the interests of others before one’s own.
Commitment – all staff will make a commitment to work as a team and make this care happen for every patient, all day every day. (NHS England, 2013)
Communication is at the foundation of each of the 6 Cs, enabling health and social care workers to demonstrate care and compassion, listening to those we care for and to our colleagues and speaking up when we feel we need to. It is at the heart of effective teamwork, ensuring that everyone works together to provide the best care possible.
| READING ACTIVITY 1.1 |
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Find and read one of the following documents that is relevant to your field of work or study. As you read, make notes about how you think the document demonstrates how important good communication is.
The document Compassion in Practice: Nursing Midwifery and Care Staff. Our Vision and Strategy gives detailed information about the 6 Cs. This can be found at: www.england.nhs.uk/wp-content/uploads/2012/12/compassion-in-practice.pdf
If you are studying to work in any social setting that involves children and young people, find and read the policy document The Common Core of skills and knowledge. This is available online at: http://webarchive.nationalarchives.gov.uk/20120119192332/http:/cwdcouncil.org.uk/common-core
If you are studying to work in any NHS setting you should download and read The NHS Knowledge and Skills Framework, which helps to guide development and identify the knowledge and skills that you will need in your job. A simplified version can be found at: www.nhsemployers.org/SimplifiedKSF
If you are studying to work within adult social care you should download and read Skills for Care’s Common Induction Standards, which are the standards people working in adult social care need to meet before they can safely work unsupervised. These can be found at: www.skillsforcare.com/Standards/Common-Induction-Standards/Common-Induction-Standards.aspx
Now that you have read the document most relevant to your field of study, have a look at the other documents and compare the detail. You will find lots of other interesting links that may be useful later on within your studies. You will have found
