Unit 501. Use and develop systems that promote communication (SHC51).
L.O.1 Be able to address the range of communication requirements in own role.
1.1. Review the range of groups and individuals whose communication needs must be addressed in own job role.
Communication is when information is shared or conveyed, received and interpreted between individuals and teams in the workplace. Communication is an essential tool in leading teams, partnership working and ensuring suitable care for vulnerable people as it is a two way process that requires a clear cyclical feedback mechanism. This involves talking, listening, and taking action on what has been said (Chartered Institute of Personal Development (CIPD), 2013). The functioning of this mechanism will decide whether or not the team or organisation will be successful in achieving its aims and objectives in the sharing of information. A wide range of relationships and contacts are formed to with the aim of providing day and Extra Care services, and the quality of communications can have a negative or positive impact on these services. Depending on the recipient of the process, this may mean adopting the mode of communication to ensure that information is being adequately received and processed, if not, this can lead to a breakdown on communication and this will be discussed in more detail later. Residential / Day Care Organisers have contact with various stakeholders; general public, visitors and service users and their families. Formal relationships are also formed with contractors, agency workers, students from local colleges, day care assistants, senior care assistants (Longview), social workers, other agencies such as Solihull Community Housing, maintenance, peers, other care managers, human resources, trainers, QCF Lecturers and medical staff such as district nurses, physiotherapists, General Practitioners, opticians, paramedics, dentists and nurses.
1.2. Explain how to support effective communication within own job role.
As a manager and care provider, it is critical to ensure information is conveyed in a clear, sensitive, tactful and coherent manner. The use of Roger’s (1980) counselling technique of unconditional positive regard will enable the projection of warmth and empathy. This will also present a non-judgmental approach and help people to feel listened to and understood, which is critical while guiding and supporting staff within their roles of supporting vulnerable people. Managers that allow discuss difficult issues, give feedback and allow staff to reveal their attitudes, desires and hopes will allow the formulation of trust, which will have a positive impact on the workplace (CIPD, 2013).
Counselling skills combined with Katz’s Three Skill Approach mentioned by Tilmouth and Quallington (2012) will also help support effective communication. This leadership model suggested that managers could learn three skills that allow organisational and career success and the first is conceptual...