Promote effective communication in a healthcare environment
Overview
This standard is about promoting effective communication with individuals, or groups of individuals, in a healthcare environment. You will be expected to apply a variety of communication methods and approaches, appropriate to individuals and the situation, in order to facilitate and promote constructive outcomes. You will be expected to be able to communicate effectively on difficult, complex and sensitive issues.
Performance criteria
You must be able to:
- select and use the most appropriate methods, techniques and approaches of communication across a variety of situations to facilitate and achieve positive outcomes
- initiate direct contact with individuals when appropriate to do so
- identify ways to engage individuals and encourage them to communicate with you
- adapt the content and style of your communication to meet the needs of the individual or groups
- be perceptive to individuals' reactions, modifying the content and style of your communication to promote positive outcomes
- use communication skills sensitively to provide support to individuals
- support individuals to exchange communications with others
- promote constructive communication exchanges during challenging situations
- check that you understand what is being communicated
- ensure others understand the information that you are communicating and clarify points where necessary
- respect individuals' wishes not to engage in communication
- provide relevant, appropriate and comprehensive information when you are communicating with others
- maintain and respect confidentiality of information in all communications
- complete and store all relevant documentation in accordance with organisational requirements
Knowledge and Understanding
You need to know and understand:
- the current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere
- the organisational policies, procedures and codes of conduct relevant to your responsibilities when communicating with individuals about complex and sensitive issues
the communication methods and approaches best suited to the situation that:
- promote equality and diversity
- promote the rights of people to communicate in their preferred method, media and language
- are effective when dealing with, and challenging discrimination
- encourage individuals to engage in communications
the importance of promoting a positive flow of information between individuals
the importance of promoting direct contact which:
- addresses the needs of the individual or groups of individuals
- recognises the need for individuals or groups to communicate at their own pace
- promotes mutual understanding
- promotes active listening
the different approaches, methods and techniques that support individuals when handling complex and sensitive issues
- how to adapt communication styles in ways which are appropriate to the needs of the individual or group
- how to diffuse or discourage conflict during challenging situations
- when to recognise silence as an effective aide during verbal communication
how to use verbal or written communication which:
- constructive
- is relevant and sufficiently comprehensive to be understood by the recipient
- uses language appropriate to the context, audience and information being exchanged
- is responsive in times of difficulty, trouble or danger when matters could quickly get better or worse
the importance of your communication skills in relation to supporting others
- how your communications skills reflect on you, your organisation
- the principles of confidentiality, security and sharing of information for the environment in which you work
- how to complete and safely store all relevant documentation in accordance with organisational requirements