- Unit 9 Promote Effective Handling of Information in Care Settings
- 3.2. Support others to understand and contribute to records
- 3.1. Support others to understand the need for secure handling of information
- 2.4. Support audit processes in line with own role and responsibilities
- 2.3. Maintain records that are up-to-date, complete, accurate and legible
- 2.2. Demonstrate practices that ensure security when storing and accessing information
- 2.1. Describe features of manual and electronic information storage systems that help ensure security
- 1.2. Summarise the main points of legal requirements and codes of practice for handling information in care settings
- 1.1. Identify legislation and codes of practice that relate to handling information in care settings
- Unit 8 Promote Health, Safety and Well-being in Care Settings
- 9.4. Explain how to access support sources
- 9.3. Compare strategies for managing stress in self and others
- 9.2. Analyse factors that can trigger stress
- 9.1. Describe common signs and indicators of stress in self and others
- 8.3.Explain the importance of ensuring that others are aware of their own whereabouts
- 8.2.Use measures to protect your own security and the security of others in the work setting
- 8.1. Follow agreed procedures for checking the identity of anyone requesting access to premises, information
- 7.4. Ensure clear evacuation routes are maintained at all times
- 7.3. Explain the emergency procedure to be followed if a fire occurs in work settings.
- 7.2. Demonstrate measures that prevent fires from starting
1.3. Explain ways to manage challenging situations
Course- Level 3 diploma in care (RQF)
Unit 6 – Promote Communication in Care Settings
L.O 1 – Understand why effective communication is important in the work setting
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1.3. Explain ways to manage challenging situations
One of the most important things to remember when managing challenging communication situations is to stay calm and be respectful. It’s also important to try to understand the other person’s perspective, even if you don’t agree with it. Here are a few other tips for managing challenging communication situations:
- Make sure that you’re clear about what you want to say, and take the time to listen carefully to the other person.
- Avoid making assumptions, and ask questions if you need clarification.
- Stay positive, and be patient with the other person.
- Use “I” statements rather than “you” statements (e.g., “I felt ignored when you didn’t respond to my email,” rather than “You ignored my email”).
- Try to stay neutral, rather than defensive.
- Sometimes it’s useful to ask yourself, “If I were the other person, what would I want or need?” Communication is a two-way street: You’ll often get a better response if you’re receptive to the other person’s needs. Remember that manners make a difference: Say please and thank you; avoid name-calling and threats; stick to important issues; set boundaries.
Understand that you don’t always have to see eye-to-eye with the other person. Even when other people upset or anger you, it’s important that you stay focused on the fact that they are human beings and deserve respect!
Take a break—if the situation is really bothering you, go do something else until you cool down. Chill out—try to approach the situation rationally. Develop a game plan. Think about what you want to say before opening your mouth and try to stick to your plan; don’t let emotions cloud logical reasoning.
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