Promoting core practice in Health and Social Care (Children and Young People) Hybu ymarfer craidd mewn Iechyd a Gofal Cymdeithasol (Plant a Phobl Ifanc)
Principles and values of health and social care - Communication Egwyddorion a gwerthoedd iechyd a gofal cymdeithasol - Cyfathrebu

When communicating in health and social care, if the information exchanged is inaccurate, mistakes can be made. For example, a child or young person could be prescribed the wrong medication if the GP did not know they were allergic to it. If information is not shared appropriately, individuals may not feel supported and workers will not be able to carry out their job roles as effectively as they could if information was maintained.

Health and social care workers will establish many different relationships across the sector, some of which will be formal and others more informal. Two-way communication is required to form relationships and establish the boundaries. It will help to ensure that everyone concerned understands the purpose of the relationship and what they are aiming to achieve.

The relationships between workers and children and young people accessing services, and between colleagues, have an impact on the ability to provide effective care and support. Respect for each other can be developed through the use of good communication. Getting to know children and young people by talking and listening to them will enable carers to develop an understanding and awareness which will lead to stronger relationships in the long term.

Positive relationships are developed between workers and children and young people when they communicate effectively, and trust is established. In order to maintain effective support and achieve success, each individual involved in a relationship should know clearly what their responsibilities are and what the other individual’s expectations are.

Wrth gyfathrebu ym maes iechyd a gofal cymdeithasol, os yw'r wybodaeth a gaiff ei chyfnewid yn anghywir, gellir gwneud camgymeriadau. Er enghraifft, gellid rhoi presgripsiwn ar gyfer y feddyginiaeth anghywir i blentyn neu berson ifanc os nad yw'r meddyg teulu yn gwybod bod ganddynt alergedd iddo. Os na chaiff gwybodaeth ei rhannu'n briodol, mae'n bosibl na fydd unigolion yn teimlo eu bod yn cael eu cefnogi ac ni fydd gweithwyr yn gallu cyflawni eu rolau mor effeithiol ag y gallent pe bai gwybodaeth yn cael ei chynnal.

Bydd gweithwyr iechyd a gofal cymdeithasol yn ffurfio llawer o gydberthnasau gwahanol yn eu rôl – bydd rhai yn ffurfiol ac eraill yn anffurfiol. Mae angen cyfathrebu'r ddwy ffordd yn y cydberthnasau hyn, a phennu'r ffiniau ar eu cyfer. Bydd hyn hefyd yn helpu i sicrhau bod pawb dan sylw yn deall diben y gydberthynas a'r hyn y mae pawb am ei gyflawni.

Mae'r cydberthnasau rhwng gweithwyr a phlant a phobl ifanc sy'n defnyddio gwasanaethau, a rhwng cydweithwyr, yn effeithio ar y gallu i ddarparu gofal a chymorth effeithiol. Gellir meithrin parch at ei gilydd drwy gyfathrebu'n dda. Bydd dod i adnabod unigolion drwy siarad â nhw a gwrando arnynt yn galluogi gofalwyr i feithrin dealltwriaeth ac ymwybyddiaeth a fydd yn arwain at gydberthnasau cryfach yn yr hirdymor.

Caiff cydberthnasau cadarnhaol eu meithrin rhwng gweithwyr a phlant ac unigolion pan fyddant yn cyfathrebu'n effeithiol a phan sefydlir ymddiriedaeth. Er mwyn cynnal cymorth effeithiol a chael llwyddiant, dylai pob unigolyn sy'n rhan o gydberthynas wybod yn glir beth yw ei gyfrifoldebau a beth yw disgwyliadau'r unigolyn arall.

Effective communication means more than just passing on information, it means involving or engaging the other individual or individuals with whom you are interacting.

Verbal communication is an important method of communication between carers and children and young people.

Through regular conversations ideas can be exchanged and decisions can be made through a process of speaking and listening. Communication is therefore a two way process. Ideas can be exchanged, and decisions made there and then.

If there is any confusion about what has been said, this can be clarified at the time so that everyone knows and understands exactly what has happened or is going to happen in the future.

Children and young people will be able to find out about the care or support they need or will be needing in the future. Instructions can be given to other health and social care workers so that they know what their duties are. In addition, activities can be carried out and problems solved, using an appropriate method of communication for the child/young person. Co-production relies upon effective communication within teams.

Mae cyfathrebu effeithiol yn golygu mwy na dim ond rhannu gwybodaeth, mae'n golygu cynnwys yr unigolyn arall neu'r unigolion eraill rydych yn rhyngweithio ag ef neu â nhw, ac ymgysylltu ag ef neu â nhw.

Bydd unigolion yn siarad â'i gilydd a chael sgyrsiau'n rheolaidd, gan dderbyn a rhoi gwybodaeth yn gyflym ac yn effeithiol. Mae cyfathrebu yn broses ddwyffordd. Dyma pryd y gellir cyfnewid syniadau a gwneud penderfyniadau yn y fan a'r lle.

Os bydd unrhyw ddryswch ynglŷn â'r hyn sydd wedi cael ei ddweud, gellir egluro hynny ar y pryd fel bod pawb yn gwybod ac yn deall beth yn union sydd wedi digwydd neu a fydd yn digwydd yn y dyfodol.

Bydd plant a phobl ifanc yn gallu dysgu am y gofal a’r cymorth sydd eu hangen arnynt neu y bydd eu hangen arnynt yn y dyfodol. Gellir rhoi cyfarwyddiadau i weithwyr iechyd a gofal cymdeithasol er mwyn iddynt wybod beth yw eu dyletswyddau. Yn ychwanegol i hyn, gellir cyflawni gweithgareddau a datrys problemau gan ddefnyddio dull addas o gyfathrebu ar gyfer y plentyn/person ifanc. Mae cydweithrediad yn dibynnu ar gyfathrebu effeithiol rhwng y timau.

Within health and social care practice we sometimes need to adapt our method of communication to meet the needs of the child or young person we care for. We need to ensure we speak clearly and prevent using jargon or terminology that may be difficult for the individual to understand.

Active listening helps to maximise the communication interaction. It is important to show that workers are listening to the child or young person, and that they have heard and understood what has been said.

Using reassuring smiles and eye contact ensures that children and young people understand that workers are interested in what is being said.

Workers should use open body language, and using gestures can also be helpful. Showing interest in what is being said encourages children and young people to communicate more and can improve the level of detail they are prepared to give. Communication should not be rushed, as this may make an individual feel that they are not important, or that there is little respect for them.

O fewn maes iechyd a gofal cymdeithasol bydd angen ar adegau addasu dulliau cyfathrebu er mwyn cwrdd ac anghenion y plentyn neu’r person ifanc sydd angen gofal. Mae’n rhaid siarad yn eglur, osgoi defnyddio jargon neu derminoleg a all fod yn anodd i’r unigolyn ei ddeall.

Mae gwrando gweithredol yn helpu i wneud y gorau o'r rhyngweithio wrth gyfathrebu. Mae'n bwysig i weithwyr ddangos eu bod yn gwrando ar y plentyn neu’r person ifanc, a'u bod wedi clywed a deall yr hyn sydd wedi cael ei ddweud.

Gall gwên galonogol a chyswllt llygaid sicrhau bod unigolion yn deall bod gan weithwyr ddiddordeb yn yr hyn y maent yn ei ddweud.

Dylai gweithwyr ddefnyddio iaith corff agored, a gall defnyddio ystumiau fod yn ddefnyddiol hefyd. Mae dangos diddordeb yn yr hyn sy'n cael ei ddweud yn annog plant a phobl ifanc i gyfathrebu mwy, a gall olygu eu bod yn fodlon rhoi mwy o fanylion. Ni ddylid rhuthro wrth gyfathrebu, oherwydd gall hyn wneud i unigolyn deimlo nad yw'n bwysig, neu nad yw'n cael ei barchu rhyw lawer.

Health and social care workers are encouraged to use active listening techniques in order to maximise the communication process and identify children and young people’s communication and language needs, wishes and preferences.

Only about ten per cent of our communication is actually spoken, and through this two-way process of communication, health and social care workers are able to work with children and young people and their families in order to ascertain what their needs are and what can be put in place to support them.

It is important that during this process the child or young person is allowed to speak freely and not overly questioned as this can be overwhelming. Health and social care workers need to adapt their communication styles and techniques in order to ascertain information without putting the children and young people under stress.

When aiming to discover how a child or young person wishes to communicate, it is important to choose the right moment and the right place. If something needs to be discussed in private with an individual, it is vital to ensure that the choice of venue is private and that no one feels uncomfortable about the possibility of being overheard.

Whilst friends and family can be of assistance, advocacy services can be requested to help in this process.

Caiff gweithwyr iechyd a gofal cymdeithasol eu hannog i ddefnyddio technegau gwrando gweithredol er mwyn gwneud y gorau o'r broses gyfathrebu a nodi anghenion, dymuniadau a dewisiadau cyfathrebu ac iaith y plant neu’r bobl ifanc.

Dim ond tua deg y cant o'n cyfathrebu sydd ar lafar mewn gwirionedd, a thrwy’r broses gyfathrebu ddwyffordd hon bydd hyn yn galluogi gweithwyr iechyd a gofal cymdeithasol i weithio gyda phlant a phobl ifanc a’u teuluoedd i ffurfio cydberthnasau a nodi eu hanghenion a’r hyn sydd angen ei wneud i’w cefnogi.

Yn ystod y broses hon, mae’n bwysig gadael i’r plentyn neu’r person ifanc siarad heb gwestiynu gormod arnynt. Gall hyn ei llorio. Mae’n rhaid i weithiwyr iechyd a gofal cymdeithasol ystyried y gwahanol dechnegau y gellid eu defnyddio i gasglu gwybodaeth yn gywir ac yn effeithiol heb beri gormod o ofid i’r plant a’r bobl ifanc.

Wrth gael gwybod sut mae plentyn neu berson ifanc yn dymuno cyfathrebu, mae'n bwysig dewis yr adeg gywir a'r lle cywir. Os oes angen trafod rhywbeth yn gyfrinachol ag unigolyn, mae'n hollbwysig sicrhau bod lleoliad preifat yn cael ei ddewis ac nad oes unrhyw un yn teimlo'n anghyfforddus ynglŷn â'r posibilrwydd y bydd rhywun arall yn clywed.

Er y gall ffrindiau a theulu fod o gymorth, gall gwasanaethau eiriolaeth gael ei galw i helpu yn ystod y broses hon.

Although children and young people will progress through their milestones in relation to development, when they do so and how can vary considerably.

Children will learn to communicate by watching and listening to their parents and carers, mimicking their words and actions. The more we communicate with children, the more likely they will develop these skills. To communicate effectively it is important to take account of culture and context, for example where English is an additional language.

Many socioeconomic factors can play a part in a child or young person’s development, including parental and environmental influences.

Poor communication skills can result in other areas of development being affected, including not being able to socialise, making developing and maintaining friendships challenging. It could also lead to difficulties with oracy and written tasks, resulting in confidence and self-esteem issues. Becoming frustrated due to being unable to express oneself can also be emotionally upsetting.

Consider the needs of children you work with or know. How has their communication development been affected by different factors?

Er y bydd plant a phobl ifanc yn symud ymlaen drwy eu cerrig milltir mewn perthynas â datblygiad, gall pryd a sut fyddan nhw'n gwneud hynny amrywio'n sylweddol.

Bydd plant yn dysgu sut i gyfathrebu drwy wylio a gwrando ar eu rhieni a'u gofalwyr, gan ddynwared eu geiriau a'u gweithredoedd. Y mwyaf byddwn ni'n cyfathrebu â phlant, y mwyaf tebygol y byddan nhw o ddatblygu'r sgiliau hyn. Er mwyn cyfathrebu'n effeithiol mae'n bwysig ystyried diwylliant a chyd-destun, er enghraifft lle mae Saesneg yn iaith ychwanegol.

Gall llawer o ffactorau economaidd-gymdeithasol chwarae rhan yn natblygiad plentyn neu berson ifanc, gan gynnwys dylanwad rhieni a dylanwad amgylcheddol.

Gall sgiliau cyfathrebu gwael effeithio ar feysydd datblygu eraill, gan gynnwys methu cymdeithasu, sy'n gwneud datblygu a chynnal perthnasoedd yn heriol. Gall hefyd arwain at drafferthion gyda llafaredd a thasgau ysgrifenedig, sy'n achosi problemau hyder a hunan-barch. Gall mynd yn rhwystredig gan nad ydych chi'n gallu mynegi eich hun achosi gofid emosiynol hefyd.

Ystyriwch anghenion y plant rydych chi'n gweithio gyda nhw neu'n eu hadnabod. Sut mae ffactorau gwahanol wedi effeithio ar eu datblygiad cyfathrebu?

Whichever way we choose to communicate, we must try to ensure that children and young individuals receiving information can fully understand it and make appropriate responses demonstrating their understanding. There may be times when a message is misinterpreted because there are barriers to communication. These barriers might be:

• environmental
• language
• sensory loss
• cultural.

At times communication barriers can be created because children and young people misunderstand or misinterpret messages as they are not confident using different methods of communication. This may be because they haven’t been given the opportunity or due to their age and stage of development.

For example, it can be easy to misinterpret a letter, telephone call, text message or email as these types of communication don’t contain any body language to support and reinforce them. Being able to communicate face to face can provide visual clues of what information is being communicated.

Sut bynnag y byddwn yn dewis cyfathrebu, rhaid i ni geisio sicrhau bod plant a phobl ifanc sy'n derbyn gwybodaeth yn gallu ei deall yn llawn ac ymateb iddo gan ddangos eu dealltwriaeth. Gall fod adegau pan gaiff neges ei chamddehongli am nad ymdriniwyd â rhwystrau sy'n effeithio ar y broses gyfathrebu. Gallai'r rhwystrau hyn gynnwys:

• amgylcheddol
• iaith
• colli synhwyrau
• diwylliannol.

Ar adegau, gall rhwystrau rhag cyfathrebu cael eu creu pan fydd plant a phobl ifanc yn camddeall neu gamddehongli negeseuon gan nad ydynt yn ddigon hyderus i ddefnyddio dulliau gwahanol o gyfathrebu. Gall hyn fod oherwydd nad ydynt wedi cael y cyfle neu oherwydd camau eu datblygiad.

Er enghraifft, gall fod yn hawdd camddehongli llythyr, galwad ffôn, neges destun neu e-bost am nad yw'r dulliau cyfathrebu hyn yn cynnwys unrhyw iaith y corff i'w ategu a'u hatgyfnerthu. Mae cyfathrebu wyneb yn wyneb yn cynnig cliwiau gweledol o’r gwybodaeth sy’n cael ei gyfathrebu.

A health and social care environment can be noisy, distracting and confusing at times. It is important that health and social care workers recognise this and reduce any background noise to a minimum.

How often are children and young people spoken to in a room full of other very noisy children and young people, for example? Consider the effect you think this will have on their ability to concentrate or converse with others.

Arrangements should be made to have quieter spaces to promote effective communication when necessary. It is also important that the worker ensures that the environment is freely accessible, and that the setting up of play areas encourages children and young people to interact with each other. This will not only encourage conversation between carers and children and young people but will also enable them to socialise with others.

Fe all amgylchedd iechyd a gofal cymdeithasol fod yn swnllyd, dryslyd a gall fod yn anodd canolbwyntio ynddo. Mae'n bwysig i weithwyr iechyd a gofal cymdeithasol wybod hyn a gweithio i leihau unrhyw sŵn cefndir cymaint â phosibl.

Pa mor aml y bydd plant a phobl ifanc mewn ystafell gyda phlant a phobl ifanc swnllyd iawn tra bod rhywun yn ceisio siarad a nhw, er enghraifft? Ystyriwch yr effaith all hyn gael ar eu gallu i ganolbwyntio a sgwrs ag eraill.

Dylai bod mannau tawelach ar gael ble bo angen er mwyn hyrwyddo cyfathrebu effeithiol.

Mae hefyd yn bwysig bod y gweithiwr yn sicrhau bod yr amgylchedd gofal yn hygyrch, a bod gosodiad yr ardaloedd chwarae yn annog plant a phobl ifanc i ryngweithio gyda’i gilydd. Bydd hyn nid yn unig yn annog sgwrsio rhwng gofalwyr a phlant a phobl ifanc, bydd hefyd yn eu hannog i gymdeithasu gyda’i gilydd.

Language and cultural behaviours that may hinder the communication process:

• If a child or young person dominates the communication process, communicating becomes a one-way process and responses from individuals are hindered.
• Talking too much about themselves, then the topic or focus of the communication changes.
• Swearing may be powerful at times, but it does not usually appeal to others.
• Using jargon: people often use words that belong exclusively to their area of expertise.
• Using patronising or condescending words, tone or behaviour will make individuals and their families feel angry and defensive.
• Using threats, implied or explicit, to persuade a child or young person into doing something they don’t want to do.
• Being callous, insensitive or unaware of own feelings and the feelings of others.

Ymddygiadau ieithyddol a diwylliannol a all lesteirio’r broses gyfathrebu:

• Os bydd plentyn neu berson ifanc yn goruchafu ar y broses gyfathrebu, bydd yn mynd yn broses unffordd lle y caiff ymatebion unigolion eu llesteirio.
• Wrth siarad gormod amdano ei hun, yna bydd pwnc neu ffocws y broses gyfathrebu'n newid.
• Gall rhegi fod yn bwerus ar adegau, ond nid yw fel arfer yn apelio at bobl eraill.
• Defnyddio jargon: bydd pobl yn aml yn defnyddio geiriau sydd ond yn perthyn i'w maes arbenigedd.
• Bydd defnyddio geiriau, goslef neu ymddygiad nawddoglyd yn gwneud i unigolion a'u teuluoedd deimlo'n ddig ac yn amddiffynnol.
• Bygwth unigolyn, boed yn amlwg neu drwy awgrym, er mwyn ei berswadio i wneud rhywbeth nad yw am ei wneud.
• Bod yn ddidostur neu'n ansensitif, neu beidio â bod yn ymwybodol o'ch teimladau eich hun a theimladau pobl eraill.

Health and social care workers can assist children and young people who have visual impairment by making sure that their eyesight is tested regularly.

They can assist in supporting the child or young person and their parents and carers to be able to make and attend appointments, ensuring that their spectacles are clean and worn properly, and that their possessions are kept in the same, familiar place.

A worker could also learn the correct way to guide and assist a partially sighted child or young person while they are walking and find out what visual aids are available.

Workers can support children and young people with hearing impairment by making sure their hearing is tested regularly, that their hearing aid is clean and worn properly, and that the battery is not flat. A worker can also learn the correct way to replace a hearing aid battery.

Gall gweithwyr iechyd a gofal cymdeithasol gefnogi plant a phobl ifanc sydd â nam ar y synhwyrau drwy wneud yn siŵr bod eu golwg yn cael ei brofi'n rheolaidd.

Gallant helpu i gynorthwyo'r plentyn neu'r person ifanc a'i rieni a'i ofalwyr i wneud apwyntiadau a'u mynychu, gan sicrhau bod ei sbectol yn lân ac yn cael ei gwisgo'n iawn, a bod ei eiddo'n cael ei gadw yn yr un lle cyfarwydd.

Gallai gweithiwr hefyd ddysgu beth yw'r ffordd gywir o dywys a chynorthwyo rhywun rhannol ddall wrth gerdded a dysgu pa gymhorthion gweledol sydd ar gael.

Gall weithwyr gefnogi plant a phobl ifanc â nam ar y clyw drwy wneud yn siŵr bod eu clyw yn cael ei brofi'n rheolaidd, bod eu teclyn clyw yn lân ac yn cael ei wisgo'n iawn a bod y batri'n gweithio. Gall y gweithiwr hefyd ddysgu'r ffordd gywir o osod batri newydd mewn teclyn clyw.

As a health and social care worker it is important to make sure the physical environment is quiet, well lit, warm and comfortable. It is also important to know and understand how children and young people need to communicate and use their preferred method of communication. If appropriate, the child or young person may wish to use communication aids or human aids such as advocates, interpreters, translators and signers.

Health and social care workers should speak clearly, use appropriate body language and actively listen to show that they are interested and trying to understand what they are being told. It is also important that they check that the child or young person understands them correctly, and that they also confirm that the message has been understood by asking the individual to relay back what was said. It is important that workers become familiar with the needs of children and young people who have different cultural beliefs. Ensure you are well informed of cultural practices and how to support an individual to communicate in their preferred language, making every effort to provide resources and adapt communication methods to meet individual needs.

Fel gweithiwr iechyd a gofal cymdeithasol, mae'n bwysig sicrhau bod yr amgylchedd ffisegol yn dawel, wedi'i oleuo'n dda, yn gynnes ac yn gyfforddus. Mae hefyd yn bwysig gwybod a deall sut mae angen i blant a phobl ifanc gyfathrebu, a defnyddio dull cyfathrebu a ddewisir ganddynt. Os yw'n briodol, efallai y bydd yr unigolyn am ddefnyddio cymhorthion cyfathrebu neu gymhorthion dynol fel eiriolwyr, dehonglwyr, cyfieithwyr ac arwyddwyr.

Dylai gweithwyr iechyd a gofal cymdeithasol siarad yn glir, defnyddio iaith corff briodol a gwrando'n weithredol er mwyn dangos bod ganddynt ddiddordeb a'u bod yn ceisio deall yr hyn sy'n cael ei ddweud wrthynt. Mae hefyd yn bwysig iddynt gadarnhau bod y plentyn neu’r person ifanc yn eu deall yn iawn ac eu bod yn medru cadarnhau’r neges trwy ei hadrodd yn ôl.

Mae angen i weithwyr ddod yn gyfarwydd ag anghenion unigolion sydd â chredoau diwylliannol gwahanol. Mae angen iddynt sicrhau bod eu gwybodaeth am arferion diwylliannol yn dda yn ogystal a gwybod sut i gefnogi unigolyn i gyfathrebu yn eu dewis iaith. Bydd angen iddynt wneud pob ymdrech i ddarparu adnoddau ac addasu dulliau cyfathrebu i ddiwallu anghenion unigol.