201 Nvq2 Health and Social Care





Facial expressions

Using body language and gestures







To express their individual needs, such as being thirsty, hungry or tired.


To ensure that the form of communication used has been fully understood.

To identify any unspoken concerns, such as worry or anxiety. This is important because we don’t always say exactly what we mean.



So that communication is shared in the best way for the individual, to minimise any confusion and help to put the service user at ease. For example, a resident in our home is blind and we have to introduce ourselves by name when we knock her door and enter, so that she knows immediately who is in her room and why.


Everybody is different and we should not make assumptions about how people like to communicate. We should find out about their wishes and preferences to ensure we are supporting them in a way that is beneficial for them and not creating additional barriers.


a) good communication with colleagues ensures service users receive consistent care and that relevant information is shared, such as wishes and preferences. Working as team is important to ensure consistency and effectiveness in the workplace. For example, clear communication about individual tasks saves time because you are not going backwards and forwards to find out what to do next. As a result, good communication between colleagues leads to a better service overall for the users and also builds staff morale.

b) good communication with service users and carers is important so they know exactly what you are doing, when you will do it and why. This will help to alleviate any stress or anxiety and gives you the opportunity to observe their reactions and gauge their understanding. Good communication is the best way to find out how a service user is feeling, if they have any concerns or requests or if they are becoming more confused or...