4.1 Explain the principles of effective listening and information giving, including the importance of picking up on cues and non-verbal communication

Qualification: Level 3 Diploma in Adult Care Optional Units
Unit: Unit 385 Understand how to provide support when working in end of life care
Learning outcome: 4 Understand factors regarding communication for those involved in end of life care
Assessment criteria: 4.1 Explain the principles of effective listening and information giving, including the importance of picking up on cues and non-verbal communication

• Principles of effective listening and information-giving in end-of-life care include:
  • Picking up on cues by an individual that they may wish to talk (similarly, picking up on cues that they wish to be left alone)
  • E.g. this may be from questions that they ask, facial expressions or body language
  • Being aware that individuals may hide some of their concerns (e.g., fear, embarrassment, shyness, etc.)
  • Being a calming presence and providing time, comfort and reassurance when needed
  • Listening to the individual when they wish to talk and helping them to express themselves when needed
  • Being respectful and promoting dignity
  • Respecting confidentiality and consent
  • Providing accurate information (if we don’t know an answer, we should be honest about this and do our best to find out the answer – similarly, we should know our limitations and obtain support when things go outside of the scope of our job role)