Whilst we should choose our words carefully, research suggests that body language, speed and tone of voice accounts for 93% of effective communication and only 7% on the actual words spoken!

DEFINITION OF COMMUNICATION

The process of communication is the the imparting or exchanging of information by speaking, writing, or using some other medium. It enables us to interact with other people; without it, we would not be able to share knowledge, feelings or experiences with anyone outside ourselves

Common forms of communication include speaking, writing, gestures, touch, tone of voice and facial expressions

Different types of Communication in Health and Social Care :

• To make decisions: Example – the individual you are caring for decides what clothes to wear today.
  
  
• To inform: Example – you inform the person you are supporting that they have run out of medication and will need to pick up the repeat prescription.
  
  
• To promote understanding: Example – as a carer, you explain to the individual you are caring for the reasons the GP has changed their medication
  
  
• Resolve conflicts / problems: Example – have a discussion with the person you are caring for regarding the reasons why they must use a walking frame and gain their agreement through effectve communication in care
  
  
• To meet social and physical needs: Example – the person you are caring for always attends the community nights at the care home, so they can catch up with other residents and enjoy their chats

• To persuade: Example – to gain the agreement of the person you are support to take their medication
  
  
• People also communicate for specific reasons, in order to express emotions such as:
  • Fear
  • Anger
  • Pain
  • Joy
  • Love

Effective Communication in a care setting affects all aspects of work in Health and Care:

In your job, you need to communicate with people all the time. First and foremost is the person you are supporting, but there are also their family and friends, who are likely to be involved in their care and support plan. You will also be communicating with colleagues and other professionals.

The way in which you communicate will be different, depending on the person with whom you are communicating and the purpose of the communication.   Please see our example below:

Mrs Plater is a long-term resident in a residential care home. She has been unwell for some time, and has been treated for a bad dose of flu. The doctor had attended and provided her with some medication, but it hadn’t worked. Her family and friends were very concerned, as was the GP, who visited again and prescribed a different remedy

• To the GP’s practice: ‘Hello, this is the Care Manager of Sunshine Homes. A patient of Dr Choudrey, Mrs Plater, has been unwell for a while with a bad chest infection. Dr Choudrey saw her 3 days ago and was very concerned so changed her medication. At his request, he asked me to keep him informed, therefore I am ringing to let him know she has much improved. I would be grateful if you could ensure he receives this message.’
  
  
• To the social worker: ‘Hello Anita, this is Emma from Sunshine Homes. I know how every fond you are of Diane Plater, and am just letting you know that she’s feeling much better since she started her new antibiotics, which Dr Choudrey prescribed for her. Nice to pass on some good news and I know you will be pleased.’
  
  
• To her niece: ‘Hello, Mrs Jameson? This is Emma from Sunshine Homes. You asked me to keep you up to date with your aunt’s condition. I have some good news; your aunt’s condition has much improved since Dr Choudrey started her on a different antibiotic for her chest infection, so wanted you to know as soon as possible.’

As you can see, each telephone call passed on similar information - but in slightly different ways to suit the context and people involved in the interaction.

Health and Social Care professionals have to develop effective communication skills in order to work with the different / diverse range of people who use and work within care services.


There are at least two types of circumstances in which communication and interaction occur: one-to-one and group discussions.

It is important to observe reactions when communicating as all communication has an effect on the person you are communicating with.

Communications should always be a two-way process called an ‘interaction’, and it is important that you watch the effects of your communication, so that you can pick up and identify any problems and they can be dealt with speedily.

Also: most, if not all relationships come about through communication. In order to be effective in providing care and support, you must be a good communicator – or learn how to improve.

But communication is much more than talking with people. It is not only the expression on people’s faces that tells you about how they feel, but also the way they use the rest of their bodies.

People communicate through:

• Speaking (tone of voice, pace and volume)
• Facial Expression
• Body Language
• Position
• Dress
• Gestures

This area of human behaviour is known as non-verbal communication and it is very important for developing the ability to understand what people are feeling. If you understand the importance of non-verbal communication, you will be able to use non-verbal methods to improve your own skills when you communicate with someone - and to better read other peoples’ non-verbal signals.