Term Definitions

Anger Management: this is the idea of trying to control your anger, you can do this by when you’re getting angry you realised and then try to calm yourself down. This is needed for some people because they may have anger issues which may put others round them in danger.

This will help to encourage communication because instead of the service user getting anger with the staff and getting physical instead of trying to have a proper convocation they will try to make sure this doesn’t happen, this will protect the person who they are arguing with.

Mentors: Mentoring is a powerful personal development and empowerment tool. It is an effective way of helping people to progress in their careers and is becoming increasing popular as its potential is realised.

This will help to encourage communication because the service users will feel supported and has a mechanism for working through any problems that exist as a result of being in a minority. this means that they will begin to feel more comfortable leading to them being able to talk about sensitive information.

Attitude: A predisposition or a tendency to respond positively or negatively towards a certain idea, object, person, or situation. Attitude influences an individual's choice of action, and responses to challenges, incentives, and rewards. This would help to encourage communication because if the member of staff shows a positive attitude this would encourage the service user to also have a good attitude towards communications.

Confidence: this is the idea that you can rely on someone or something else. This is very important in a health and social care work setting because the service user will help to feel they can trust and feel confident with the member of staff. The staff member can promote this by showing confidence; do this by keeping full eye contact and showing a good and interested body language.

Assertiveness: Assertiveness is a communication style. It is being able to express your feelings, thoughts, beliefs, and opinions in an open manner that doesn't violate the rights of others. This will help to encourage communication because staff members need the trust of the service users in order to help them. This will lead to the service user feeling more confident with talking to the staff about sensitive subjects.

Making Assumption and Cultural Diversity

Taking time to get to know the person: this is important as it will help to encourage communication because gaining the