Unit 5 – Meeting Individual Care and Support Needs – Learning Aim C and D
The strategies and communication techniques used with individuals different needs to overcome
different challenges faced by individuals with different care and support needs
Communication, between service users and service providers within a health and social care setting is vital
for there to be a good connection and with clear communication, establishing trust becomes impossible.
According to Cambridge dictionary, communication is defined as the process by which messages or
information is sent from one place or person to another, or the message itself (Cambridge). Good
communication skills are essential for a service provider to have. Without them, ones job would not run
smoothly, and service users would become agitated and lose confidence in their service provider. Good
communication allows service providers to develop positive relationships with not only the service users
they support but also the colleges they work alongside with. Communication should be interpersonal,
between people present in the same place, often face-to-face, however service providers may send emails,
texts or have phone calls with both service users they support, and other service provides they work with.
There are a range of different techniques one could use, as a service provider, to gather information and
communicate with service users. There are five main techniques used: humanistic, behavioural, cognitive,
psychoanalytical, and social. Most service providers must ask themselves which technique will work for
each service user they support. Even then, a service provider may change techniques with the same service
user depending on what question they are answering. No one techniques is perfect, and all have certain
weaknesses to them, which is another reason why service providers change which one they use.
The Humanistic Technique – This technique is a person-centered technique aimed at being non-intrusive,
allowing both service provider and service user to be equal within the conversation. According to
Psychology, humanistic psychology is a perspective that emphasizes looking at the whole person, and the
uniqueness of each individual. Humanistic psychology begins with the existential assumptions that people
have free will and are motivated to achieve their potential and self-actualize (Psychology). Within health
and social care, Humanist communication uses a positive manner, including thoughts, actions, and
empathy, in order to show the service user respect. This positive approach allows service users and
providers to build trust, making the support the service users receives better.
In the Case study of Aisha H, a humanist approach to communication would be appropriate as it give Aisha
a choice to voice what she believes in in relation to her health care. However, as Humanist communication
relies on good and clear communication skills from both parties suggests that Aisha may struggle with this
technique as she suffers with vascular dementia. In the case study of Billy G, a humanist approach to
communication would allow Billy to voice his opinion in a situation he knows is safe and that others will
treat him equally. However, as the humanist approach is known for being a communication technique that
is hard to be non-judgemental, Billy may sense the service providers that he is working with judging him
during their convocation due to Billy being homeless and the different ways Billy has coped while on the
streets.
The Behavioural Technique – This is a technique that come naturally to people as it doesn’t rely solely on
communication skills, therefore allows all to understand the conversation. According to Psychology,
Behaviourism, also known as behavioural psychology, is a theory of learning which states all behaviours are
learned through interaction with the environment through a process called conditioning. Thus, behaviour
is simply a response to environmental stimuli (Psychology). Within health and social care, Behavioural
communication is objective which therefore means service users and service providers can agree about
what is happening in relation to the service users care.
,In the case study of Aisha H, a behavioural approach to communication would be appropriate as it allows
Aisha to communicate without having to have the key communication skills which she has lost due to her
vascular dementia. However, as behavioural communication only deals with symptoms, not causes, Aisha
communication with service providers will be short term, not allowing her to find a way to express her
opinion on her care. In the case study of Billy G, a behavioural approach to communication would be
appropriate as it give Billy the ability to communicate naturally without having to have an answer plan; this
is key for any communication with Billy as he is most likely used to lying about his wellbeing due to living
on the streets. However, as behavioural communication does not allow service providers to look at what is
going on within Billy’s mind, but only see his physical symptoms, Billy would not receive the correct
treatment. This is because Billy most likely has a lot of mental trauma from living on the streets and from
being kicked out of the house after an argument with his mother’s partner, which ended physically. In
order to support and help Billy, service providers need to be able to communicate with Billy in a way that
allows them access to his mind.
The Cognitive Technique – This technique is a structured approach of understanding and then changing the
behaviour, allowing service providers to support service users by finding the root of the problem and
developing new ways to change that problem. According to Psychology, Cognitive psychology is the
scientific study of the mind as an information processor. It concerns the way we take in information from
the outside world, how we make sense of that information (Psychology). Within health and social care,
Cognitive communication uses logical understanding in order to allow both service users and providers to
know what is being said. This therefore leaves the ability for service provider to not have to interpret
anything each service user says. It also gives service providers the time to notices what service users think
and feel while discussing their health care plan.
In the Case study of Aisha H, a cognitive approach to communication would not be appropriate as it relies
on each service users having a rational approach in relation to communication. As Aisha suffers with
vascular dementia, she is not of rational mind as she has been having delusions, where she appears to hear
voices and can be heard speaking to her former friends who she no longer has contact with and therefore,
this technique would not work efficiently between her and her service providers.
In the case study of Billy G, a cognitive approach to communication would be appropriate as he is able to
express his thoughts and understanding of what he wants from his service providers. However, Billy finds it
hard to open up to people he does not trust, therefore, in order to make this technique work successfully,
the communication would have to be between Billy and someone he has form a bond with while at the
hospital. Billy is likely to have formed a bond with someone at the hospital due to Bowlby’s theory of
attachment. He suggests that the importance of a child having significant adult who they have formed a
close bond with allows successful development. The main way to form a secure attachment is in a safe and
stable upbringing, however as Billy is now homeless one could assume that his upbringing was not the
stable environment needed. Therefore, that means once Billy forms an attachment to an adult now in his
life, he is more likely to depend on that adult for practical and emotional support. This theory supports the
idea of allowing an adult service provider who Billy has gained trust with to be the main line of
communication, as Billy is more likely to agree with the practical and emotional support that person
suggests.
The Psychoanalytical Technique – This technique allows service users to understand why they think as they
do, therefore allowing the service provider to gain a greater understanding of how exactly to support their
service user. According to Psychology, Psychoanalysis is defined as a set of psychological theories and
therapeutic methods which have their origin in the work and theories of Sigmund Freud. The primary
assumption of psychoanalysis is the belief that all people possess unconscious thoughts, feelings, desires,
and memories (Psychology). Within health and social care, psychoanalytical communication allows service
, providers to change parts of service users lives not only their behaviour. As this is an effective form of
communication, it can also be used for a wide range of problems, therefore suggesting it is able to help a
board-spectrum of service users.
For both Billy G and Aisha H, the Psychoanalytical technique would benefit them. However, it requires
specialist training for service providers. As both Billy and Aisha are very selective around who the trust and
open up to, this would be a problem if they did not feel comfortable talking to the service provider who
was specially trained. This technique is also very complicated to use and take a lengthy amount of time in
order to show process, therefore suggesting it would be inefficient as both Billy and Aisha are leaving
hospital care soon. If a specialist was located within a care home for Aisha and at a Homelessness support
centre for Billy then there is the possibility of them receiving this form of communication in order to
support them long-term. However, the issue of trust would arise again as one cannot be sure if Billy or
Aisha would feel comfortable opening up to somebody if they did not trust them.
The Social Technique – This is a technique that uses real-life situations when studying behaviour. According
to Psychology, The Social Approach states that the situation we are in has an effects on our behaviour, we
do not always act according to our free will – suggesting that the environment determines our behaviour.
The Social Approach also states that our relationships with other people is a major influence on an
individual’s behaviour, thought processes and emotions (Psychology). Within Health and Social care,
service users use results from studies involving service users to explain and offer solutions to their
individuals problems. Not only does this help service providers to understand their service users but also
allows them to understand social behaviour in general.
For Aisha and Billy, this approach would not work as they both have individual issues that would change
the results. Aisha’s dementia would make the experiment results change each time depending on when it
was taken place as she would have periods of good moments and bad moments. Billy’s living situation
would make his social interaction with other change constantly making the results extremely long and
complicated. Not only would they both change the results, but service providers would also not have
enough time to carry out the experiments with them as they are currently in hospital for a short-term stay.
If they were both to go into a support system – Aisha a care home and Billy a long-term homelessness
shelter program – then there is a higher possibility of service providers there being able to carry out an
experiment, however it is still unlikely that that will happen. Alongside this, the findings of social
communication are typically generalised as most people mimic others within social situations, therefore
corrupting data.
Within Health and Social care, service providers have five main forms of communicating with service users.
These are as followed: Verbal, Body language, Written, Formal and Informal. All five interlock with each
other, especially when communicating care plans to service users. Without them interlocking, efficient care
cannot be given, which ultimately leads to the failure to support service user’s needs.
Verbal – According to Cambridge dictionary, Verbal communication is defined as a type of oral
communication wherein the message is transmitted through the spoken words (Cambridge). It is uses words to
present thoughts, ideas, and feelings. Good verbal communication is the ability both to explain and present
ones ideas clearly through the spoken word, and to listen carefully to other people (Marilyn Billingham,
2016). This involves using different styles that are appropriate for the service users one is addressing. For
Aisha, Verbal communication would be successful, but one must remember that someone she knows, and
trusts must be doing the communication otherwise she may become agitated and possible aggressive. This
is due to her suffering with vascular dementia. However, for Billy, verbal communication may not be the
best form of communicating as Billy is
The strategies and communication techniques used with individuals different needs to overcome
different challenges faced by individuals with different care and support needs
Communication, between service users and service providers within a health and social care setting is vital
for there to be a good connection and with clear communication, establishing trust becomes impossible.
According to Cambridge dictionary, communication is defined as the process by which messages or
information is sent from one place or person to another, or the message itself (Cambridge). Good
communication skills are essential for a service provider to have. Without them, ones job would not run
smoothly, and service users would become agitated and lose confidence in their service provider. Good
communication allows service providers to develop positive relationships with not only the service users
they support but also the colleges they work alongside with. Communication should be interpersonal,
between people present in the same place, often face-to-face, however service providers may send emails,
texts or have phone calls with both service users they support, and other service provides they work with.
There are a range of different techniques one could use, as a service provider, to gather information and
communicate with service users. There are five main techniques used: humanistic, behavioural, cognitive,
psychoanalytical, and social. Most service providers must ask themselves which technique will work for
each service user they support. Even then, a service provider may change techniques with the same service
user depending on what question they are answering. No one techniques is perfect, and all have certain
weaknesses to them, which is another reason why service providers change which one they use.
The Humanistic Technique – This technique is a person-centered technique aimed at being non-intrusive,
allowing both service provider and service user to be equal within the conversation. According to
Psychology, humanistic psychology is a perspective that emphasizes looking at the whole person, and the
uniqueness of each individual. Humanistic psychology begins with the existential assumptions that people
have free will and are motivated to achieve their potential and self-actualize (Psychology). Within health
and social care, Humanist communication uses a positive manner, including thoughts, actions, and
empathy, in order to show the service user respect. This positive approach allows service users and
providers to build trust, making the support the service users receives better.
In the Case study of Aisha H, a humanist approach to communication would be appropriate as it give Aisha
a choice to voice what she believes in in relation to her health care. However, as Humanist communication
relies on good and clear communication skills from both parties suggests that Aisha may struggle with this
technique as she suffers with vascular dementia. In the case study of Billy G, a humanist approach to
communication would allow Billy to voice his opinion in a situation he knows is safe and that others will
treat him equally. However, as the humanist approach is known for being a communication technique that
is hard to be non-judgemental, Billy may sense the service providers that he is working with judging him
during their convocation due to Billy being homeless and the different ways Billy has coped while on the
streets.
The Behavioural Technique – This is a technique that come naturally to people as it doesn’t rely solely on
communication skills, therefore allows all to understand the conversation. According to Psychology,
Behaviourism, also known as behavioural psychology, is a theory of learning which states all behaviours are
learned through interaction with the environment through a process called conditioning. Thus, behaviour
is simply a response to environmental stimuli (Psychology). Within health and social care, Behavioural
communication is objective which therefore means service users and service providers can agree about
what is happening in relation to the service users care.
,In the case study of Aisha H, a behavioural approach to communication would be appropriate as it allows
Aisha to communicate without having to have the key communication skills which she has lost due to her
vascular dementia. However, as behavioural communication only deals with symptoms, not causes, Aisha
communication with service providers will be short term, not allowing her to find a way to express her
opinion on her care. In the case study of Billy G, a behavioural approach to communication would be
appropriate as it give Billy the ability to communicate naturally without having to have an answer plan; this
is key for any communication with Billy as he is most likely used to lying about his wellbeing due to living
on the streets. However, as behavioural communication does not allow service providers to look at what is
going on within Billy’s mind, but only see his physical symptoms, Billy would not receive the correct
treatment. This is because Billy most likely has a lot of mental trauma from living on the streets and from
being kicked out of the house after an argument with his mother’s partner, which ended physically. In
order to support and help Billy, service providers need to be able to communicate with Billy in a way that
allows them access to his mind.
The Cognitive Technique – This technique is a structured approach of understanding and then changing the
behaviour, allowing service providers to support service users by finding the root of the problem and
developing new ways to change that problem. According to Psychology, Cognitive psychology is the
scientific study of the mind as an information processor. It concerns the way we take in information from
the outside world, how we make sense of that information (Psychology). Within health and social care,
Cognitive communication uses logical understanding in order to allow both service users and providers to
know what is being said. This therefore leaves the ability for service provider to not have to interpret
anything each service user says. It also gives service providers the time to notices what service users think
and feel while discussing their health care plan.
In the Case study of Aisha H, a cognitive approach to communication would not be appropriate as it relies
on each service users having a rational approach in relation to communication. As Aisha suffers with
vascular dementia, she is not of rational mind as she has been having delusions, where she appears to hear
voices and can be heard speaking to her former friends who she no longer has contact with and therefore,
this technique would not work efficiently between her and her service providers.
In the case study of Billy G, a cognitive approach to communication would be appropriate as he is able to
express his thoughts and understanding of what he wants from his service providers. However, Billy finds it
hard to open up to people he does not trust, therefore, in order to make this technique work successfully,
the communication would have to be between Billy and someone he has form a bond with while at the
hospital. Billy is likely to have formed a bond with someone at the hospital due to Bowlby’s theory of
attachment. He suggests that the importance of a child having significant adult who they have formed a
close bond with allows successful development. The main way to form a secure attachment is in a safe and
stable upbringing, however as Billy is now homeless one could assume that his upbringing was not the
stable environment needed. Therefore, that means once Billy forms an attachment to an adult now in his
life, he is more likely to depend on that adult for practical and emotional support. This theory supports the
idea of allowing an adult service provider who Billy has gained trust with to be the main line of
communication, as Billy is more likely to agree with the practical and emotional support that person
suggests.
The Psychoanalytical Technique – This technique allows service users to understand why they think as they
do, therefore allowing the service provider to gain a greater understanding of how exactly to support their
service user. According to Psychology, Psychoanalysis is defined as a set of psychological theories and
therapeutic methods which have their origin in the work and theories of Sigmund Freud. The primary
assumption of psychoanalysis is the belief that all people possess unconscious thoughts, feelings, desires,
and memories (Psychology). Within health and social care, psychoanalytical communication allows service
, providers to change parts of service users lives not only their behaviour. As this is an effective form of
communication, it can also be used for a wide range of problems, therefore suggesting it is able to help a
board-spectrum of service users.
For both Billy G and Aisha H, the Psychoanalytical technique would benefit them. However, it requires
specialist training for service providers. As both Billy and Aisha are very selective around who the trust and
open up to, this would be a problem if they did not feel comfortable talking to the service provider who
was specially trained. This technique is also very complicated to use and take a lengthy amount of time in
order to show process, therefore suggesting it would be inefficient as both Billy and Aisha are leaving
hospital care soon. If a specialist was located within a care home for Aisha and at a Homelessness support
centre for Billy then there is the possibility of them receiving this form of communication in order to
support them long-term. However, the issue of trust would arise again as one cannot be sure if Billy or
Aisha would feel comfortable opening up to somebody if they did not trust them.
The Social Technique – This is a technique that uses real-life situations when studying behaviour. According
to Psychology, The Social Approach states that the situation we are in has an effects on our behaviour, we
do not always act according to our free will – suggesting that the environment determines our behaviour.
The Social Approach also states that our relationships with other people is a major influence on an
individual’s behaviour, thought processes and emotions (Psychology). Within Health and Social care,
service users use results from studies involving service users to explain and offer solutions to their
individuals problems. Not only does this help service providers to understand their service users but also
allows them to understand social behaviour in general.
For Aisha and Billy, this approach would not work as they both have individual issues that would change
the results. Aisha’s dementia would make the experiment results change each time depending on when it
was taken place as she would have periods of good moments and bad moments. Billy’s living situation
would make his social interaction with other change constantly making the results extremely long and
complicated. Not only would they both change the results, but service providers would also not have
enough time to carry out the experiments with them as they are currently in hospital for a short-term stay.
If they were both to go into a support system – Aisha a care home and Billy a long-term homelessness
shelter program – then there is a higher possibility of service providers there being able to carry out an
experiment, however it is still unlikely that that will happen. Alongside this, the findings of social
communication are typically generalised as most people mimic others within social situations, therefore
corrupting data.
Within Health and Social care, service providers have five main forms of communicating with service users.
These are as followed: Verbal, Body language, Written, Formal and Informal. All five interlock with each
other, especially when communicating care plans to service users. Without them interlocking, efficient care
cannot be given, which ultimately leads to the failure to support service user’s needs.
Verbal – According to Cambridge dictionary, Verbal communication is defined as a type of oral
communication wherein the message is transmitted through the spoken words (Cambridge). It is uses words to
present thoughts, ideas, and feelings. Good verbal communication is the ability both to explain and present
ones ideas clearly through the spoken word, and to listen carefully to other people (Marilyn Billingham,
2016). This involves using different styles that are appropriate for the service users one is addressing. For
Aisha, Verbal communication would be successful, but one must remember that someone she knows, and
trusts must be doing the communication otherwise she may become agitated and possible aggressive. This
is due to her suffering with vascular dementia. However, for Billy, verbal communication may not be the
best form of communicating as Billy is
