Unit R6165046 - Promote communication in care settings
Understand why effective communication is important in the work setting
1.1 Identify the different reasons people communicate
People communicate to tell something to each other, listen to each other, socialise, share
information with others, express their feelings, reassure, inform someone about something or
give advice but they can share their experience as well.
Communication is a process what can happen not only in speaking but in writing too. For
example, I am going to send an email or a text message to my manager or my assessor if I
need to arrange an appointment with them. Another example is to write a formal letter and
send it by post.
We, as nursing assistants, have not only personal but professional relationships as well. We
need to get to know our patients and find out what is best for them, so it is vital to
communicate well and understand each other. It is also very important to communicate with
our colleagues, doctors, carers and other health care professionals to support our patients most
efficiently. I think that trust, respect, dignity and effective communication are essential in this
process.
1.2 Explain ways to manage challenging situations
When I confront a difficult situation, as a nursing assistant, I try to understand why my patient
is behaving in this way; for example, they can be in pain or feel bored or anxious. If I can
perceive the early warning signs, I may prevent behavioural outbursts and help better.
What I usually do is taking enough time to assess the situation and remain calm. I think that
showing a neutral body language and a tone of voice are also essential, together with patience.
I should step back if possible, speaking clearly and slowly to ensure I am understood.
I would show empathy and compassion. Additionally, I should try not to be judgemental. I
would avoid hasty and rough expressions. I would not say things such as ’Stop…’ or ’You
must…’, instead of these I would use alternatives, e.g. ’I would like you to…’ or ’It would
help me if…’.
I experienced in the hospital, that people I look after sometimes were aggressive because they
just wanted to get my attention or because of their pain. When a really challenging situation
occurred, I always called for help from my colleagues, and we often needed to leave the
individual to calm down where it was possible.
In some situation, we had to remove others from the environment to protect everyone’s health
and safety .
Understand why effective communication is important in the work setting
1.1 Identify the different reasons people communicate
People communicate to tell something to each other, listen to each other, socialise, share
information with others, express their feelings, reassure, inform someone about something or
give advice but they can share their experience as well.
Communication is a process what can happen not only in speaking but in writing too. For
example, I am going to send an email or a text message to my manager or my assessor if I
need to arrange an appointment with them. Another example is to write a formal letter and
send it by post.
We, as nursing assistants, have not only personal but professional relationships as well. We
need to get to know our patients and find out what is best for them, so it is vital to
communicate well and understand each other. It is also very important to communicate with
our colleagues, doctors, carers and other health care professionals to support our patients most
efficiently. I think that trust, respect, dignity and effective communication are essential in this
process.
1.2 Explain ways to manage challenging situations
When I confront a difficult situation, as a nursing assistant, I try to understand why my patient
is behaving in this way; for example, they can be in pain or feel bored or anxious. If I can
perceive the early warning signs, I may prevent behavioural outbursts and help better.
What I usually do is taking enough time to assess the situation and remain calm. I think that
showing a neutral body language and a tone of voice are also essential, together with patience.
I should step back if possible, speaking clearly and slowly to ensure I am understood.
I would show empathy and compassion. Additionally, I should try not to be judgemental. I
would avoid hasty and rough expressions. I would not say things such as ’Stop…’ or ’You
must…’, instead of these I would use alternatives, e.g. ’I would like you to…’ or ’It would
help me if…’.
I experienced in the hospital, that people I look after sometimes were aggressive because they
just wanted to get my attention or because of their pain. When a really challenging situation
occurred, I always called for help from my colleagues, and we often needed to leave the
individual to calm down where it was possible.
In some situation, we had to remove others from the environment to protect everyone’s health
and safety .
