1.1 Barriers to communication

Good communication is vital in social care. It enables us to build relationships with the people we care for and their families, develop relationships with people we work with and other professionals, provide clear information and carry out appropriate reporting and recording.

From the time we get up to the time we go to sleep, we are communicating. We can have hundreds of moments in a day when we are communicating in many different ways, and with many people. But not everyone is that fortunate.

Some people have real difficulties with communicating what they want from us, and this can sometimes lead to behaviour that we find hard to deal with due to their frustration at not being able to make themselves understood and get their needs met.

When we communicate, it’s not just about the actual words we use (verbal communication). We also need to think about the way we say those words – our tone of voice, the speed of our words, how loudly or softly we are speaking (vocal communication) and what our bodies – especially our faces and hands – are saying. This body language is called visual communication and it includes the way we stand or move our bodies, the way we use our hands, the expression on our faces and the eye contact we make.

Activity 3

Timing: Allow about 15 minutes

Watch this video:

Show transcript|Hide transcript

Transcript: If waiters were honest

If waiters were honest

WAITRESS 1

Hey guys, I’ll be your server – I’m only smiling because I want you to tip me as much as possible!

WAITER 1

Oh what do I recommend? The restaurant next door – it’s delicious!

WAITRESS 2

Hi there, I’m super hung over – can I get you some waters?

WAITRESS 1

Ha ha I’m laughing at your dumb jokes purely out of obligation!

WAITER 2

Aww, you brought your baby to the restaurant – that’s going to make my life a nightmare!

WAITRESS 3

Here is your food. I hope you don’t notice I snagged a few fries off your plate.

WAITRESS 4

I’m telling you I’m gonna go ask the chef, but I’m really going to go in the kitchen, count to 10, come back and say no!

WAITER 1

Hi guys, this plate is hot, I’m just trying to tough it out!

WAITRESS 2

Yes, I caught you staring at my boobs – no, they are not on the menu!

WAITER 2

Not only do I have change for a five, but I can also make it rain!

WAITRESS 3

Your appetiser is taking a long time because I completely forgot about you!

WAITRESS 4

If you ask for the cheque, I’ll get it! If you do this air signature, I’ll take my sweet time!

WAITER 1

Are you finished with that because I would love to take the rest of it in the back and eat it off your plate!

WAITRESS 3

I’m telling you the max I can split is three credit cards, but really I’m just feeling lazy today!

WAITRESS 1

Be nice to me and I’ll be nice to your food!

MUSIC: “After Midnight” by Warner/Chappell Production Music

End transcript: If waiters were honest

If waiters were honest

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If you didn’t understand the words these people were saying, what impression would you get of the service you were receiving?

Think about what the people in the video were telling you:

• the words they use
• the way they say the words
• their body language.

Which of these did you notice most? Write your thoughts in the box below.

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Comment

It is easy to see from the video that the words we use are only a part of the message we are communicating when we speak. The speech of the people in this video says something entirely different from what they are saying with their tone of voice and body language. Think about this when you are with the people you care for, and consider what message you are giving to them, especially if they can’t understand what you are saying.