Carol’s little boy Jack has developed some serious health problems. Carol wants to discuss these with Sue, the manager of Tadpoles, Jack’s nursery.

Unfortunately she doesn’t have a very good experience.

Spot the different ways in which Sue does NOT provide a good listening environment. Move the cursor over the problem areas to identify the BARRIERS to communication. There are 5 of them.

Perhaps with some training Sue would do better. Let's try again

Now Sue has created a calm and open atmosphere which enables Carol to be listened to. Move the cursor over the diagram to show how she has done this.

Multiple Choice Quiz

Charters and codes of practice are documents which organizations draw up to show the standards of care they expect their clients to receive. In Oldham the Housing, Health, and Social Services authorities have produced a booklet called OLDHAM’S BETTER CARE - HIGHER STANDARDS CHARTER. You can look at it in different formats –the pictorial format is good.