Restating what the speaker has said makes certain that there is a common understanding between the listener and the speaker. Active listening can also give the speaker confidence that the listener is interested in what the speaker has to say. When people are in conflict, they often contradict each other. This tends to make people defensive, and they will either lash out or withdraw and say nothing more. However, if they feel that people are really attuned to their concerns and want to listen, they are likely to explain in detail what they feel and why.
It can be used to express the person’s needs and helps to develop trust and establish good relationships between care givers, clients and their families. Communication is also needed for negotiation and to prevent and resolve any conflict and/or misunderstanding. This is shown in Tuckman’s stages of group interaction theory (forming, storming, norming performing). 1.3 Explain why it is important to observe an individual’s reactions when communicating with them An individual’s reactions to communication can not only be shown through what they communicate verbally in the tone, pitch and even silence, but in their non-verbal responses such as in body language and gestures, facial expressions, eye contact and through touch. Also their reactions can show their emotional responses to certain information, if it has been understood and also if there needs to be any adaptations to the way in which they communicate with others.
Some of the stage one exploring skills include; Open ended questioning, silences, focusing, empathy, paraphrasing, structuring and summarising. Stage two is about Helping the client Establish Aims and Goals.The primary purpose being to facilitate the client in developing an objective understanding of their situation. Here the helper/listener assists the client/speaker explore their options and possible goals. By establishing what the client/speaker really wants and needs they are then encouraged to consider new perspectives and possibilities auctioning those that are realistic. By assisting the client/speaker to develop rational decision making process they can then go on to make decisions and deal with situations themselves as they arise.
The learning curve will present challenges in that, employees will maintain the need to refer to the old system to proceed with business as usual. Possible struggles presented by the learning-curve are expected from several employees. Some will adjust more than others, but the main challenge is in the adaptation or orientation phase. Technologically, since the system is equipped with back up software, it should eventually eliminate the need for hard copy records and files. This will save time in the long run, which should encourage most employees despite their initial frustration with the management system change.
SHC21-1.3 - Individuals Reactions. Observing individuals reactions whilst communicating with them is very important as you need to be aware of causing offence to those individuals, which is exactly what you do not wish to do. When you talk to adults or children you must take into account their feelings, opinions, culture and what they would like to say. Be patient and give them time to talk to you about what they are feeling. Always be sensitive and understanding, you may have to adjust or adapt what you want to say by ensuring you say it the right way to convey your message, your feelings or ensure opinions are expressed clearly with no misunderstanding without giving offence to the individual.
The career will have to be observant, an active listener, promoting communication, be able to ask questions/open/closed/lead, give advice, body contact, guidance and also give encourage to the client. By doing this, the career would have created an impact therefore making the client to build trust and confident on him/her. 1.3 Analyze features of the environment that may help or hinder communication. Lighting: a room without sufficient light can hinder communication for people with visual disability. Light sufficient: light sufficient environment helps in communicating with disable people such as hearing impaired person, this would allow them to see and understand what the career is trying to communicate across to the client and in a case of sign demonstration it will help to create visibility for the client.
It is also important that I speak slowly and clearly, using terminology that is at a level the individual can understand. If I raise my voice when speaking it could cause an individual to become upset or agitated. This could result in them losing confidence in my ability to help them with their daily life. It is important to build relationships with each individual which will help me to know how they are feeling and also be able to read their body language. 1.3 Ways in which the environment may help communication are things such as good lighting, background music, relaxed and happy environment.
The impact of communication on own work: communication with others eg colleagues, people who use services, children; supports the development of effective relationships, helps to build trust; aids understanding of individuals’ needs; prevents misunderstandings; supports the development of own knowledge and skills 1.3. Explain why it is important to observe an individual’s reactions when communicating with them. The importance of observing others’ reactions: verbal communication eg tone, pitch, silence; non verbal communication eg body language, facial expressions, eye contact, gestures, touch; to understand emotional state; know if information has been understood; when and how to adjust communication method; recognising barriers to communication 2.1. Find out an individual’s communication and language needs, wishes and preferences. Communication and language needs of individuals: home language; preferred method; sensory difficulties; preferences based on eg beliefs, values, cultural variations, age, gender; additional learning needs; physical disabilities 2.3.
When handled in an unhealthy manner, it can cause irreparable rifts, resentments, and break-ups. But when conflict is resolved in a healthy way, it increases our understanding of one another, builds trust, and strengthens our relationship bonds” (Conflict 101). While striving for resolution it is imperative to monitor stress levels and only proceed to rectify an escalated situation when cooler heads are present. Once an individual is no longer emotional he or she is closer to a rational state and his or her ability to listen attentively and comprehensively is at an optimal level. Also the individuals are usually capable of explaining what the conflict felt like and meant to them.
There is functional conflict and dysfunctional conflict and it is in management’s best interest to identify potential conflict before it happens, so that it can be managed effectively. Functional conflicts are conflicts that are constructive in nature and create stimulating thoughts and problem solving within a group or team through exercises called devil’s advocate or debates. These functional conflicts are actually quite healthy for an organization because it supports company goals and objectives as well as improves performance. On the contrary, dysfunctional conflicts can be extremely harmful to an organization because it can hinder group or team performance. Dysfunctional conflict usually starts when two or more team members don’t get along, are not willing to work together and it is most often personal.