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We are just going to give you a few examples of what is not so good and what is good communication skills.
Good morning, Keith, alright? I am going to get you up today?
Okay, let us get you up.
What is wrong with that shot? What is wrong with that communication that happened between Keith and me? First of all, I came in very fast into Keith's space, which he reacted to by literally going back a little bit, it was quite frightening to him. The way that I spoke, I did not really give him any choices. It was like, "I am getting you up today." It was not, "Would you like to get up, Keith?" And I spoke very loudly, very abruptly. My body language was right in his face. So it is what we do not do. What we want to do now is, find a better way to do it.
Good morning, Keith.
Good morning. How are you today?
Fine, thanks.
Would you like me to help you to get up today?
Yes, if you could.
Just to remind you who I am, I am Gillian, yes?
So are you okay today?
Yes? What we will do is, we will just have a little chat to find out what exactly you would like to do today, yes? Okay. So if I just sit down. Is it okay if I sit down with you?
Yes sure. 
Okay, Keith.
The difference between myself coming straight forward into Keith's body space and to come into the side, is huge. There are huge differences. First of all, I came into the side because that is not too invasive on Keith's body space. I waited, and I said, "Good morning," and I waited, and I thought, "Let us just see how Keith is today because he might be having a bad morning, and he might not want me coming too close to him." And then I tested the water a little bit, so I came a little bit nearer. "So how are you today, Keith?" I even touched his arm, seeing if that was okay because we were going to have to do some personal care with him, so that was okay as well with Keith. He did not push me away. My tone of voice was different as well. And I feel that I showed Keith respect. I gave him choices. We sat down to discuss what we are going to do today, which way he would like it to be done. And overall, it was a more dignified way.
"Oh, did you see that program last night, Nick, on the television on BBC? Did you see it? Oh, it was really good. It was really interesting. It had me in absolute kinks. I was really laughing at it. Oh, these footplates."
Okay. Would we say that is bad communication? Absolutely. So we have got to ask ourselves, "Why?" Well, obviously, I was not speaking to Keith at all. I was talking to Nick, asking him, talking about personal issues, and poor Keith did not even come into the picture. I am giving him the cup without even asking if he would like a cup. It is just put into his hands. And I am moving his legs and taking the footplates off without even asking his permission. So that is really bad practice. So what we are going to do now is we are going to show what would be good practice.
Good morning, Keith.
Morning. I have just got your cup of tea over there where you asked me to put it. You said you wanted to sit in your comfortable chair this morning, didn't you?
So would you like to... Would you like me to help you to get over there?
Yes, please.
Okay. So if you want to, we will take your foot off the footplate, and we will just remove the footplates, so it is a bit more safe for you. Okay, let's do this one. Thank you. Just a bit stiff this morning. Okay. So when you are ready, Keith, would you like to shuffle forward and we will get you to your nice cup of tea. Ready, steady, stand.
Why was that more preferable to the last scenario? Well, again, if we are looking at body positions, I came into Keith and spoke to him from the side, rather than straight into his face. Keith had asked me to put his cup of tea next to his favourite chair, his more comfortable chair. So this was all Keith's choices, not my choice. I did not leave Keith in the chair with a hot drink where he did not want to be, which was not really very dignified, and I spoke to you all the way through, giving you choices, and making sure that your preferences were met.
Hey, Keith, got your cup of tea here. Alright, here, open your mouth, open it wide. No, it is all right, I will do it for you. There you go. You want a bit more? There you go, open up wide. There you go. I have got another three more people to deal at the minute, so you have got to be quick about this, okay? All right, Keith, you look calm. I have got a blanket here for you because I know that you like your blanket. Did you have enough of this? Of course, you did. Let us just put it there. Okay, Keith, just let us get this behind your back, there you go. A nice quilt here to keep you warm. Let us put this around you. There you go. That is it. Okay, I have just got to go and sort other people out right now, see you later.
Let us look at the obvious. What was wrong with that scenario? The answer is a lot. Why would I feed Keith his tea when he is perfectly able to hold the cup himself and to feed himself? Obviously, we might have done a risk assessment to make sure that he is not going to scald himself and that he can actually hold that particular cup. I did not even ask Keith if he wanted a pillow behind his back, or even if he wanted a quilt over his knees. I constantly kept saying, I have got to see to other people, and rushing Keith, he was not able to do it at his own pace. He was not be able to drink at his own pace which, again, is not very dignified. I did not really give Keith any choices at all. It was all about me and my task-orientated way of working, which is not good practice.