Unit name: Communication in care settings
Learning outcome: 1. Understand why effective communication is important in the work setting
Assessment criteria: 1.3 Explain ways to manage challenging situations
Challenging situations can occur in care settings when emotions run high. Staff may be stressed due to overwork or personal issues and being diagnosed with a physical or mental disability can be traumatic for individuals receiving care. In addition, an individual’s family may have strong feelings of worry or guilt.
When you are confronted with challenging situations, it is essential to remain calm and talk to the individual to reassure them that you are there to help. Show empathy and compassion and be non-judgmental. Take care to ensure that your facial expressions and body language convey the same message as your words.
You should listen to what the individual says and take what they say seriously – you do not have to agree but you should try to understand their point of view. Remain positive and communicate with them to establish what their immediate and long-term needs are.
Challenging situations should be recorded and you should report them to your manager.