Communication Skills – Level 3 Health and Social Care Cambridge Technical Revision

Verbal Communication

Involves the use of speech to exchange information with service users, colleagues, or other professionals.
Care practitioners should use clear language, appropriate to the understanding and preferences of the service user.
It’s important to give the service user opportunities to express their thoughts and feelings, and to listen carefully to their responses.
Active listening also involves showing empathy and understanding, and responding appropriately to the person’s needs or concerns.
It’s essential to respect the person’s confidentiality and to ensure conversations are conducted in a private, comfortable setting.

Includes the use of body language, facial expressions, eye contact, and movements to convey messages or emotions.
Good non-verbal communication skills can help to establish a rapport with the service user and can reinforce or clarify what has been said verbally.
Care practitioners should be aware of their personal space and be sensitive to how close they stand or sit next to a service user.
Silence, when used appropriately, can offer the service user time to think or gather their thoughts, expressing respect for their pace of communication.

Includes reports, emails, letters, care plans or other documents involved in the service user’s care.
They need to be written accurately, legibly, and in a style that the recipient can understand.
They must follow guidelines for confidentiality and data protection and should be stored safely when not in use.
Care practitioners must be aware of the potential for misunderstanding in written communication and should seek confirmation that the message has been understood as intended.

Includes telehealth services, email exchanges, online forums, or video conferencing in healthcare settings.
It offers flexibility and accessibility for service users who may be physically distant or unable to engage in face-to-face communication.
Care practitioners need to be competent in various software and hardware systems and maintain a professional approach to online communication.
They also need to be aware of potential issues regarding privacy, security, and confidentiality in online interactions.

Can take the form of official meetings, case presentations or consultations within healthcare settings.
They must adhere to a certain script or protocol, and be clear, precise, and succinct.
In this setting, it’s crucial to provide full and correct information, and for the care practitioner to clearly express professional opinions or recommendations.

Can occur spontaneously during day-to-day interactions with service users or colleagues.
This type of communication helps build relationships and trust while providing valuable insight into the service user’s feelings, concerns, and overall wellbeing.
While informal, such conversations should still maintain professionalism and respect confidentiality rules.