Course Profile

Course Profile: Effective Communication Skills (1 Day)
Communication is a complex skill. We do not always come across to other people as we intend. This can lead to misunderstandings, people taking offense, conflicts and ultimately the breakdown of relationships e.g. complaints and grievances. In general, because of the ‘power’ dynamic in support/teaching relationships, staff are more able to deal with the fallout of miscommunication than people they support.
This course aims to provide learners with insight and skills so as to foster positive and cooperative relationships with Adults receiving support. It aims to help learners understand the background factors and triggers leading to various reactive behaviours encountered and to identify practical communication skills and strategies to engage, support and work effectively with people before tensions escalate into conflict. The course is informed by Rogerian theory, Person Centred Principles and assertiveness theory. The course is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards.
The course provides some knowledge for
Care Certificate: 5 & 6
QCF: HSC026, SHC021, HSC2012
The course is designed for all workers in Health and social care in different contexts and work roles.

Learning outcomes

By the end of the course learners should understand:

  • What are the signs of effective communication?
  • What happens when a breakdown in communication has taken place?
  • The communication process
  • The 3 core conditions of communication: equality and respect, empathy, congruence
  • The original Person Centred model – a Carl Rogers model
  • What is a person-centred approach when communicating with others
  • Some of the barriers to effective communication
  • The Fight or Flight syndrome
  • The characteristics of an aggressive communication style, with reference to vocabulary, body language and tone of the voice
  • The characteristics of a passive communication style, with reference to vocabulary, body language and tone of the voice
  • The characteristics of a passive/aggressive and manipulative communication style, with reference to vocabulary, body language and tone of the voice
  • What is meant by the ‘power dynamic’ in the relationship with Adults who use support services
  • Ways in which ‘power’ is demonstrated and what it might be like to be on the receiving end of ‘power’
  • How the process of ‘disempowerment’ works and how people may respond
  • How ‘power’ and influence can be misused and how staff could come across as domineering, patronizing, infantilizing, outpacing, etc.
  • What is assertiveness
  • The characteristics of an assertive communication style, with reference to vocabulary, body language and tone of the voice
  • How to develop more assertive and respectful relationships
  • The 4 life positions and the associated negotiating positions
  • The skills to encourage understanding and responsive behaviour
  • What is listening?
  • The seven Cs of effective communication
  • The components of an effective communication structure
  • Giving and receiving feedback constructively
  • Saying ‘No’ assertively
Training methods utilised include: Tutor presentations, PowerPoint, small and larger group work, chalk and talk and practice examples