Removing barriers to communication 

Communication is key. It plays a fundamental part when supporting service users in our care. However, there are many barriers to communication which can cause miscommunication, conflict and unmet needs. 

What are some barriers to communication? 

Barriers to communication can be harmful, depending on the situation, so let’s first look at some barriers.

Barriers of effective communication could include:   

• Being unclear or using jargon
• Lack of privacy
• Emotions
• The environment
• The language we use

There are many more too. Let’s have a look at each of these separately.

Being unclear or using jargon

When communication isn’t clear it can lead to miscommunication. What’s more it could lead to mistrust. If you work with an individual who has difficulties with change, being unclear could cause confusion, upset or even anger. We can be clearer by using simple language and not using terminology the person does not know or understand. For example, we can provide training in PEG feeding. But there are so many terms for it including: PEG care, gastrostomy training, enteral feeding, tube feeding and so on. In addition to this, PEG stands for percutaneous endoscopic gastrostomy. If we said this to someone who has no knowledge or experience, they may give us a ‘huh’ look. We might too, if we hadn’t heard of it before. So being clear and not using jargon is key.

Lack of privacy

A lack of privacy can cause mistrust. Everyone has a right to life a dignified and private life. If an individuals’ or member of staff’s information is shared, you may need to look at your confidentiality policies. Ways we can maintain privacy may include:

• having a space for private conversations
• knocking or alerting you are there before entering a room
• ensuring processes are in place to maintain confidentiality

Emotions

Emotions can run high sometimes. Working in a care or support environment can have its challenges. For example, an individual may say or do something which you may disagree with, though we should not give an emotive response. Additionally, an individual with behaviours that challenge may show frustration or verbally abuse you. If you feel you are becoming upset, hurt or even angry, it’s essential to speak to someone. Whether you speak to a colleague, your line manager or an external organisation…it’s key to seek help when you need it. Working on your resilience is important and may be a could idea to add to your personal development.

The environment

A room which is noisy or has lots of distractions can cause significant barriers to communication. It can also heavily affect our concentration. For example, you could be supporting an individual with a care need such as hoisting. If you are in a noisy room, this could cause a loss of concentration and cause an injury to the service user, staff or yourself. Ensuring the environment is not overwhelming whether by sight, sound or otherwise, can facilitate better communication. Individuals with autism can particularly become distressed in loud, noisy, crowded overwhelming rooms. It is therefore important to be mindful of where you are and the environment you are in. Think about where you can reduce or remove any of the environmental barriers.

The language we use

When communicating to others we should be mindful of the words we use. They can be key in de-escalating behaviours that challenge or distress.

For example:

• ‘We don’t talk like that’ is different to ‘please use kind words’
  
• ‘I showed you yesterday’ is different to ‘shall I show you a different way?’
• ‘We don’t do that here’ is different to ‘shall we do this instead?’

The wrong words, even unintentionally can cause escalations of situations. All of the first statements could be taken negatively, whilst the second statements provide a more positive approach. The tone we use can also matter too. When communicating we should use positive, motivational and encouraging language.

Why is it important to reduce barriers to communication?

Ultimately, ineffective communication can cause an individual’s needs to be unmet or trigger distress or behaviours that challenge. This is important as some needs require specific ways or strategies to be effective. If there is miscommunication between the service users or staff, this could cause harm or injury.

So here’s two things to think about: 

• How is the communication within your service currently?
• If there are any areas to improve on…identify what they are, how they can be resolved and who can help reduce them.

If you’re looking for more information, here are some resources:

• Skills for Care – Click Standard 6 for Communication – click here
• Skills for Care – Communication skills in social care – click here
• Check out our other blog posts – click here

Let us know in the comments below of any other ways to reduce barriers when communicating? Or how you’ve resolved a barrier to communication?