Learning Outcome:  1: Know How To Use Communication Skills To Achieve Positive Interactions

1.1 explain how to achieve positive interactions within an adult care setting/service considering:

1. communication skills
2. methods of communication
3. models of communication
4. leadership and management responsibilities

1.2 explain the circumstances in which a leader/manager may use the following to achieve maximum impact:

1. communication skills
2. methods of communication
3. models of communication

1.3 explain how communication skills underpin:

1. achievement of positive outcomes for individuals
2. the leadership and management of teams
3. the leadership and management of teams

Learning Outcome 2: Know How To Manage And Resolve Conflict

2.1 describe approaches for conflict management and conflict resolution

2.2 outline factors within workplace that may cause:

1. friction
2. conflict

2.3 evaluate personal skills that underpin conflict management and conflict resolution techniques

Learning Outcome 3: Be Able To Communicate Effectively With Others

3.1 demonstrate a range of effective communication styles, methods and skills expected of leaders and managers in adult care

3.2 apply communication skills appropriately for maximum impact taking into consideration the:

1. message
2. audience
3. emotional context of self and others
4. communication style of others

3.3 manage barriers to communication

Learning Outcome 4: Be Able To Develop Communication Practices

4.1 monitor communication systems and practices for effectiveness in the work setting

4.2 evaluate the effectiveness of communication systems and practices that promote positive outcomes

4.3 propose improvements to communication systems and practices

4.4 lead the implementation of improvement to communication systems and practices