Q5. [P1.

1] Relate a range of appropriate communication theories

Effective communication is bidirectional process in which service provider carefully listen the
requirement of service user and understand their viewpoints (Cline and Haynes, 2015).
Healthcare professionals should be involved in keep practicing good communication to deal with
the service user. Abraham Maslows theory is suitable in the context of communication skill in
social and health care sector.

Humanistic Theory:

It explains that every service user should be treated carefully in the context of health care.

It is applicable in situations where dignity, honour and self esteem of individual service
user are involved (Finn and Bria, 2013).
It is important work for any healthcare organization that they must train their staff so that
they can communicate with service user in a humanistic way.

Cognitive Theory:

This theory is considered as a useful approach that explains service users behaviour and
psychology by understanding the thought process.

It is associated with the intelligence of individual service user and service provider.
Cognitive theory deals with coding, decoding, storing and processing of information and
thus enriches the area of communication skill.

Behavioural Theory:

This theory deals with the attitude and behaviour of service user and enhances the skill of
communication.

Behavioural theory is helpful to understand the requirement of service user in healthcare

service and give a clear image about the mental condition of service user.

Psychoanalytic Theory:

It is dealt with individuals emotion, stress and psychology.

Psychoanalytic theory is helpful to understand the mental condition of service user by

using effective communication skill.
 Healthcare professionals get adequate information about health condition of service
users by implementing this theory in their communication process.

Q6. [P2.1] Communication procedure are influenced by individual values

Effective communication technique is considered as fundamental pillar in health and social care
service. Communication skill is helpful to eliminate the barrier of social and cultural factors form
care service (Ford and Ford, 2014). Culture is consisted of habits, beliefs, attitudes and
customs. Individuals from different background has possessed towards a similar goal in
achieving the service of healthcare.
Beliefs:
The service providers must respect the belief of service user during the communication process.
The morality of service user has serious impact on their health care.
It is important for the caregivers that they must give importance to the beliefs of service
user and provide them freedom to express their views.
Age:
From child to old aged people, everyone needs health care service during their living.
It is duty of every healthcare professional that they carefully deal with the service users
according to their age.
Children are most vulnerable to various health hazards and they must be treated
sincerely. Effective communication is helpful in this context.
Sex:
Any healthcare organization should give special attendance towards the female patients. As
they are physically weak, so they need serious attendance during care service.
The best possible way to deal with female service user is that they should be treated
only by female caregivers.
It reduces the level of hesitation and also establishes a risk free environment.
Social class:
Communication may have different effect on individuals social class.
It is important for healthcare workers that they must provide quality health care services
on the basis of the needs of service users rather than social classes.
Q7. [P2.2] Impact of legislations in communication process
It is important for health care professionals that they should carefully examine the positive and
negative impact of the process before implementation in social and health care sector.
Legislation has significant contribution the social and health care service.
Data Protection Act (1998):
This act ensures the protection of records of service users inside a healthcare workplace
(legislation.gov.uk).
As health care organisation deals with a larger number of people and it already explores
the chances of vulnerability.
Data Protection Act 1998 is helpful to ensure the safeguarding of information inside a
workplace.
Human Rights Act (1998):
This act prevents the basic rights of individual service users in availing health care service.
It is primary matter of concern for any social and health care organisation that service
user should not be distinguished on the basis of religion or gender (legislation.gov.uk).
Human Right Act ensures the protection of civic rights under any unavoidable
circumstances.
Equality Act (2010):
Equality act establishes the civic rights under any types of discrimination inside a workplace.
This act ensures that service user should not be distinguished under any circumstances
in availing health care service (legislation.gov.uk).
Equality Act is helpful to eliminate the social risk factors like religion, caste and gender
from the health care services.
M2- Designing of methods and techniques
Rules and regulations are made to eliminate the risks from any health and social care
organisation. Government plays a significant role in implementation of social and health care
policy. Certain act in the context of health and social care sector, ensures the safeguarding of
individual service user. It also helps to enhance the level of effective communication and brings
efficiency among the care workers.

Q8. [P 2.3] Usefulness of organisational system and policies in promoting good practice
of communication
A good and effective communication process is helpful to make a firm relationship between
service providers and service users. Improvement in communication process is helpful in
development of social and health care system (Haggerty et al. 2013). Any healthcare
organization should implement certain techniques to enhance the level of care service, like-

Keep records the information of service user and ensure their safeguarding

Implement modern tools and technologies to increase the level of communication

techniques

Monitoring of staff members and assessment of them on regular basis brings efficiency
in health care service

Introduction of feedback policy is helpful to eliminate the risk factors inside a healthcare
workplace

There are several other techniques which are considered as useful methods in effective
communication process.

Makaton:

Makaton process of communication consists of sign and symbolic representation of information.

Visual, facial or signing mode of representation some time removes the barrier of
communication between the stakeholders. This is helpful for the user who faces problem
due to disability.

Human Aids:

This actions is mainly consists of translators and interpreters.

In various cases, it has been found that service user faces difficulties to express their
requirement due to language problem.
Translator is involved in conversion of word from one form to another.