Task 1 Explore how communication skills are used in health and social care (L01)
A1. Explain both incident in terms of humanistic, behaviourist and cognitive theories of communication.
Humanistic theory is reflect in each individual as unique and is base on personal central approach which is putting the client at the first place in order to meet their needs effectively. Humanistic does not allow care workers to label or pratronise the client, although humanistic enables to follow the principles of care in order to maintain dignity, respect, promoting choice and independence, respecting privacy and rights.
Referring to the case study; incident 1, where the receptionist did not applied humanistic theory by practising poor or …show more content…
And I must use appropriate tone of voice and allowing appropriate space in order to show respect and empathy. At the end of our one to one I will reassure and promise her that the situation will never happen again. In addition, our communicating should be recorded and kept as prove. After finishing with the visitor, I would also have one to one interaction with the receptionist, but because she is not a member of staff I would prefer to be with a witness in order to protect myself, I should record it I should tell her that I was not happy about the care and reflect which he was not delivered. So in this situation I will recommend to the receptionist to apologise to the lady and also to the establishment. Then I will write a report about it. And the agency should be informed about …show more content…
I will suggest talking to the old lady in private then have a negotiation in which I may promise her that the situation will never happen again. Then I will also talk to the receptionist about her inappropriate behaviour. After making my decision I would challenge the poor practice. (Receptionist is the first point of contact)
To challenge poor practice, firstly I will suggest educating staff by training them in order to increase their knowledge and obtain new skills. For example, according to the case study the receptionist did not used any theories such as humanistic, behaviour or cognitive this could be because of lack of training.
Effective communication in health and social care training should be given in order to prevent misunderstand and barriers which might happen while interacting. The effective communication includes
Verbal communication and non verbal communication techniques; these techniques could improve situation by minimising bad practice occurs in the case studies.
Policies and procedures should be updated and must be followed in order to keep the work place safe in order to prevent poor practice; i should give the instruction to agency to do not send any more untrained staff into my workplace.
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