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This standard is about effective communication and the importance it has in your ability to be a successful leader and manager.

Managers need to be able to communicate with a wide range of different people, both internally and externally, therefore effective communication is key. You need to truly listen to absorb what others are telling them, adapting your communication to meet all the communication needs of the people you support, your team and external partners showing empathy in all your interactions. Sometimes you will find that there may be barriers to communication both for yourself and others and it will be part of your role to find ways to overcome them, supporting others to do the same.

Oftentimes you may find yourself dealing with conflict. Working with people, whilst incredibly rewarding, can also be stressful and stress can lead to conflict. Oftentimes the way forward isn’t clear, leading to friction. Clear and empathetic communication between people is key to reducing conflict. It will be part of your role to manage conflict, communicating clearly with others with the aim of finding a solution whilst also building mutual respect in your team to help avoid further conflict.

As a manager you’ll also be responsible for the safe handling of information with confidentiality a key area when working in social care. You’ll need to understand and apply the relevant legislation governing data in your setting though it shouldn’t be used to prevent sharing with other agencies to support direct care and should be used in connection with .

The emergence of integrated service provision demands greater attention to information sharing protocols between organisations and to information governance. Government policy has outlined the importance and increasing need for information sharing between organisations at a local level.

Leadership Qualities Framework links:

  • Demonstrating personal qualities - Acting with integrity
  • Working with others - Building and maintaining relationships / Encouraging contribution
  • Creating the vision - Communicating the vision


4.1 Effective communication

  • 4.1.1 Explain how effective communication underpins your role as manager
  • 4.1.2 Explain the importance of:
    • ‘active listening’
    • adapting your communication style
    • demonstrating empathy in your communications
  • 4.1.3 Describe how to use different communication skills, methods and models to best effect within your setting
  • 4.1.4 Identify barriers to effective communication with your service and describe ways to overcome these barriers
  • 4.1.5 Assess your own ability to effectively communicate with a range of people and in a range of situations



4.2 Conflict management

  • 4.2.1 Identify potential causes of friction or conflict within your workplace
  • 4.2.2 Describe the skills needed to manage and resolve workplace conflict



4.3 Handling information

  • 4.3.1 Identify legal and ethical requirements relating to effective information management

  • 4.3.2 Describe the different information management systems within your setting and your role in ensuring their effective use

  • 4.3.3 Describe the actions you would take if you were concerned about a data breach

  • 4.3.4 Explain the importance of effective reporting and recording systems

  • 4.3.5 Explain processes for gaining consent for sharing of personal information from people who need care and support in your organisation

  • 4.3.6 Explain how effective information sharing protocols between organisations can support continuity of care for people who need care and support