Smithy Bridge Court English Language Course
Comprehensive English language training for care home workers at Smithy Bridge Court. 130+ hours of learning materials focused on complex care needs, mental health support, challenging behaviours, Greater Manchester colloquialisms, and person-centred care communication.
Module 1
First Meetings with Residents
Lesson 1.1: Starting conversations with residents
Roleplays
Roleplay 1: Morning greeting and chat - Resident (wants to talk about the weather)
Roleplay 2: Introducing yourself to a new resident - Resident (nervous about moving into care home)
Roleplay 3: Building rapport during tea time - Resident (sharing stories about their family)
Vocabulary
Common Phrases
"Fancy a cuppa?" - Would you like tea?
"Everything alright?" - Checking if okay
"Lovely to meet you" - Polite greeting
"What a day!" - Weather conversation
"Tell me more" - Encouraging sharing
"That sounds lovely" - Positive response
"Sleep well?" - Morning greeting
"How's that?" - Checking comfort
"Don't worry" - Emotional support
Colloquial Terms
Alright - Hello greeting
Love - Term of endearment
Chuck - Term of endearment
Me duck - Term of endearment
Proper - Very, genuine
Dead nice - Very nice
Sound - Good person
Chuffed - Pleased, proud
Ta - Thank you
Brew - Cup of tea
Cuppa - Cup of tea
Technical Terms
Cooperative - Willing to help
Settled - Calm and comfortable
Chatty - Talkative and social
Withdrawn - Quiet, not engaging
Anxious - Worried or nervous
Lesson 1.2: Explaining your role and building trust
Roleplays
Roleplay 1: Describing what you do as a carer - Resident (wants to know about daily routine)
Roleplay 2: Setting boundaries professionally - Family member (asking you to do non-care tasks)
Roleplay 3: Explaining care home policies - Resident (confused about visiting hours)
Vocabulary
Common Phrases
"I'm here to help" - Explaining role
"Let me check" - Finding information
"I'll ask someone" - Getting help
"Not my area" - Setting boundaries
"Can I help?" - Offering support
"What do you need?" - Finding out requirements
"Nearly done" - During tasks
"All sorted" - Task completion
Colloquial Terms
Sorted - All done
And that - And everything else
Bobbins - Not good enough
Nowt - Nothing
Our kid - Young person
Technical Terms
Assisted - Helped with task
Independent - Did alone
Refused - Said no to help
Accepted - Agreed to care
Reluctant - Hesitant about care
Lesson 1.3: Cultural sensitivity and personal preferences
Roleplays
Roleplay 1: Discussing dietary requirements - Resident (explaining religious food restrictions)
Roleplay 2: Understanding cultural practices - Family member (explaining prayer times and customs)
Roleplay 3: Respecting personal space preferences - Resident (uncomfortable with physical contact)
Vocabulary
Common Phrases
"What do you prefer?" - Asking about choices
"Is this okay?" - Checking comfort
"Tell me your needs" - Finding requirements
"I understand" - Showing acceptance
"No problem at all" - Being accommodating
"Whatever works best" - Being flexible
"Take your time" - Being patient
"You're doing great" - Encouragement
Colloquial Terms
Nesh - Sensitive to cold
Mingin' - Disgusting, horrible
Technical Terms
Prefers - Chooses, likes better
Requires - Needs, must have
Uncomfortable - Not at ease
Requested - Asked for something
Declined - Said no politely
Lesson 1.4: Team communication and handovers
Roleplays
Roleplay 1: Day shift to night shift handover - Night shift colleague (passing on important information about residents)
Roleplay 2: Updating a senior carer about incident - Senior carer (explaining what happened during shift)
Roleplay 3: Communicating with nursing staff - Nurse (reporting resident's health concerns)
Vocabulary
Common Phrases
"Had a good day" - Positive day summary
"Bit worried about..." - Expressing concern
"Everything went well" - Routine handover
"Need to mention..." - Important information
"Can you follow up?" - Requesting action
"Made a note" - Documentation reference
"Time for..." - Medications, meals
Colloquial Terms
Scrikin' - Crying loudly
Done one - Left abruptly
Bogged off - Disappeared, left
Technical Terms
Restless - Unable to settle
Agitated - Upset or distressed
Alert - Aware and responsive
Confused - Not understanding clearly
Stable - Condition unchanged
Improved - Getting better
Deteriorated - Getting worse
Module 2
Daily Care and Personal Support
Lesson 2.1: Personal care conversations
Roleplays
Roleplay 1: Asking permission for washing assistance - Resident (needs help but feels embarrassed)
Roleplay 2: Explaining toilet assistance - Resident (struggling with mobility, needs support)
Roleplay 3: Discussing clothing choices - Resident (wants to maintain independence in dressing)
Vocabulary
Common Phrases
"Are you alright?" - Checking if someone is okay
"Right then" - Getting ready to start something
"Let's get sorted" - Time to organize or fix things
"All done" - Finished with the task
"There we go" - Successfully completed something
Colloquial Terms
Proper brill - Really brilliant
Lovely - Term of endearment
Love - Friendly term for addressing someone
Chuck - Affectionate term for a person
Me duck - Regional endearment term
Technical Terms
Personal care - Help with washing, dressing, toileting
Intimate care - Private personal assistance
Consent - Permission for care
Continence - Control over bladder and bowel
Incontinence - Loss of bladder or bowel control
Toileting - Using the bathroom
Catheter care - Looking after urinary tube
Skin care - Keeping skin healthy
Pressure care - Preventing bed sores
Wound care - Looking after cuts or sores
Hoist - Mechanical lifting device
Transfer - Moving from bed to chair
Walking aid - Frame or stick for mobility
Medication application - Putting on creams or treatments
Lesson 2.2: Mealtimes and nutrition
Roleplays
Roleplay 1: Encouraging eating during lunch - Resident (has poor appetite, not interested in food)
Roleplay 2: Discussing meal preferences - Resident (diabetic with specific dietary needs)
Roleplay 3: Assisting with feeding - Resident (has difficulty swallowing, needs help)
Vocabulary
Common Phrases
"Just a little bit" - Encouraging small amounts of food
"That's it then" - Finishing the meal
"Looking good today" - Complimenting appearance or food
"Smells lovely" - Positive comment about food aroma
"Nearly there" - Almost finished eating
"Go on then" - Gentle encouragement to eat
"Tuck in" - Start eating enthusiastically
"Getting it down" - Managing to swallow food
"One more spoonful" - Encouraging final bite
"Right good that" - That was really good
Colloquial Terms
Scran - Food
Butty - Sandwich
Barm cake - Bread roll
Muffin - Bread roll (Manchester term)
Bap - Bread roll
Brekkie - Breakfast
Dinner - Lunch (midday meal)
Tea - Evening meal
Sarnie - Sandwich
Snap - Packed meal or snack
Grub - Food
Nosh - Food or snack
Scoff - To eat quickly
Stuffed - Very full after eating
Peckish - Slightly hungry
Famished - Very hungry
Technical Terms
Nutrition - Getting proper food and vitamins
Appetite - Desire to eat food
Dietary requirements - Special food needs
Diabetes - Condition affecting blood sugar
Swallowing difficulties - Problems getting food down safely
Dysphagia - Medical term for swallowing problems
Thickened fluids - Modified drinks for safe swallowing
Soft diet - Easy to chew food
Pureed food - Blended smooth food
Hydration - Getting enough fluids
Dehydration - Not having enough fluids
Malnutrition - Not getting proper nutrition
Food allergies - Bad reactions to certain foods
Special diet - Modified eating plan
Meal assistance - Help with eating
Feeding - Giving food to someone
Choking risk - Danger of food blocking airway
Aspiration - Food going into lungs
Supplements - Extra vitamins or nutrition drinks
Lesson 2.3: Medication support
Roleplays
Roleplay 1: Reminding about medication time - Resident (forgets to take tablets, gets confused)
Roleplay 2: Explaining new medication - Resident (worried about side effects)
Roleplay 3: Reporting medication concerns - Nurse (resident refusing to take prescribed drugs)
Vocabulary
Common Phrases
"Tablet time now" - Reminding about medication schedule
"Down the hatch" - Encouraging swallowing medicine
"With some water" - How to take tablets
"All gone" - Finished taking medicine
"Feeling better today" - Asking about medication effects
"Any side effects" - Checking for problems
"Same as yesterday" - Confirming usual routine
"Doctor says so" - Explaining medical orders
Colloquial Terms
Pills - Tablets or medication
Meds - Short for medication
Jab - Injection
Poorly - Feeling unwell
Under weather - Not feeling well
Right as rain - Feeling completely better
Rough - Feeling bad or unwell
Zonked out - Very sleepy from medication
Technical Terms
Medication - Medicine prescribed by doctor
Dosage - Amount of medicine to take
Side effects - Unwanted effects from medicine
Allergic reaction - Bad response to medicine
Compliance - Taking medicine as instructed
Medication refusal - Not wanting to take medicine
Administration - Giving medicine to resident
MAR chart - Medicine record sheet
Controlled drugs - Special restricted medicines
Blood pressure tablets - Medicine for heart condition
Diabetes medication - Medicine for blood sugar
Antidepressants - Medicine for mood
Sleeping tablets - Medicine to help sleep
Inhaler - Medicine breathed into lungs
Injection - Medicine given with needle
Patch - Medicine absorbed through skin
Monitoring - Checking effects of medicine
Expiry date - When medicine goes out of date
Food interactions - How medicine affects eating
Lesson 2.4: Activity support and engagement
Roleplays
Roleplay 1: Encouraging participation in group activity - Resident (withdrawn, doesn't want to join bingo)
Roleplay 2: Leading the daily hello song - Multiple residents (some enthusiastic, others reluctant)
Roleplay 3: Facilitating meaningful one-to-one time - Resident (enjoys talking about their hobbies)
Vocabulary
Common Phrases
"Come and join" - Inviting someone to participate
"Having a laugh" - Enjoying fun together
"Your turn now" - Encouraging participation in games
"Well done you" - Praising good effort
"Fancy giving it" - Would you like to try
"What about this" - Suggesting an alternative activity
"Off we go" - Starting an activity together
"That's the spirit" - Encouraging enthusiasm
Colloquial Terms
Have a go - Try something
Not bothered - Not interested
Right keen - Very enthusiastic
Dead good - Really excellent
Ace - Excellent, great
Mint - Perfect, excellent
Buzzing - Excited and energetic
Chuffed to bits - Very pleased and proud
Can't be doing - Not wanting to participate
Game for it - Willing to try
Technical Terms
Group activities - Things done with other people
Individual activities - Things done alone
Music therapy - Using music for wellbeing
Reminiscence - Talking about past memories
Life story work - Recording personal history
Physiotherapy - Treatment to improve movement
Occupational therapy - Help with daily living skills
Engagement - Being actively involved
Participation - Taking part in activities
Motivation - Encouragement to join in
Stimulation - Activities that engage the mind
Withdrawn - Quiet, not engaging
Cooperative - Willing to help
Reluctant - Hesitant about care
Module 3
Complex Care Needs
Lesson 3.1: Understanding and responding to complex behaviours
Roleplays
Roleplay 1: Identifying behavior triggers - Resident (becoming agitated when visitors leave, throwing personal items)
Roleplay 2: Documenting concerning incidents - Supervisor (resident had multiple episodes of aggression during personal care)
Roleplay 3: Explaining behavior patterns to family - Family member (worried about loved one's increased confusion and wandering)
Vocabulary
Common Phrases
"Getting a bit worked up" - Becoming agitated or distressed
"Having a rough day" - Experiencing multiple difficulties today
"Not quite themselves today" - Acting differently than usual
"Bit all over place" - Confused or disorganized in behavior
"Going through a phase" - Temporary change in usual behavior
"What's set them off" - Trying to identify triggers
"Keep an eye on" - Monitor closely for changes
"Pattern emerging here" - Noticing repeated behaviors
Colloquial Terms
Aggy - Agitated or aggressive
Wound up - Very anxious or distressed
Mardy - Moody or sulky
Tetchy - Irritable or short-tempered
Narky - Bad-tempered or snappy
Stroppy - Difficult and argumentative
Chippy - Easily offended or defensive
Ratty - Irritable and impatient
Technical Terms
Challenging behavior - Actions that may harm self or others
Trigger event - Something that starts difficult behavior
Baseline behavior - Person's normal way of acting
Behavior log - Record of what happened and when
Antecedent - What happened just before the behavior
Intervention strategy - Planned response to specific behaviors
Risk assessment - Evaluation of potential dangers
Behavior plan - Written steps for managing behaviors
ABC chart - Antecedent, Behavior, Consequence recording
Functional assessment - Understanding why behavior occurs
Lesson 3.2: De-escalation techniques and non-pharmacological interventions
Roleplays
Roleplay 1: Calming aggressive resident - Resident (angry about medication time, threatening to hit staff)
Roleplay 2: Using distraction techniques - Resident (repetitively asking for deceased spouse, becoming distressed)
Roleplay 3: Environmental modifications - Colleague (discussing how to reduce noise levels during resident's anxious periods)
Vocabulary
Common Phrases
"Let's take five" - Suggesting a short break or pause
"What's troubling you" - Asking about concerns gently
"I'm here with you" - Providing emotional support and presence
"No rush at all" - Indicating there's plenty of time
"Would that help" - Offering options without pressure
"Let's try something" - Suggesting alternative approach
"Take it slow" - Encouraging gradual progress
"You're doing well" - Positive reinforcement during calm moments
Colloquial Terms
Chill out - Calm down or relax
Wind down - Gradually become less agitated
Take a breather - Have a short rest or break
Cool off - Calm down after being upset
Settle down - Become calm and quiet
Dial it back - Reduce intensity of behavior
Ease up - Become less tense or aggressive
Technical Terms
Active listening - Fully focusing on what person is saying
Validation technique - Acknowledging person's feelings as real
Distraction method - Redirecting attention to something else
Environmental modification - Changing surroundings to reduce stress
Personal space - Maintaining appropriate physical distance
Body language - Non-verbal signals and postures
Breathing exercise - Guided technique to reduce anxiety
Sensory intervention - Using touch, sound, or sight to calm
Therapeutic communication - Professional talking techniques
Lesson 3.3: Working with multidisciplinary teams in complex care
Roleplays
Roleplay 1: Handover to psychiatrist - Psychiatrist (updating about resident's medication response and behavior changes)
Roleplay 2: Care planning meeting discussion - Care coordinator (discussing resident's declining function and coordinating input from psychologist, OT, and nurse)
Roleplay 3: Crisis team coordination - Mental health crisis worker (resident experiencing psychotic episode, needs immediate support)
Vocabulary
Common Phrases
"Loop everyone in" - Include all team members in updates
"Touch base with" - Check in or contact briefly
"On the same page" - Everyone understanding the same information
"Keep posted" - Continue providing updates regularly
"Flag this up" - Bring something to team's attention
"All hands on deck" - Everyone needs to help
"Join the dots" - Connect different pieces of information
"Work together on" - Collaborative approach to problem
Colloquial Terms
Heads up - Informal warning or information
Catch up - Meet to share recent information
Fill in - Provide someone with missing information
Check in - Contact to see how things are going
Brief - Give essential information quickly
Sync up - Coordinate plans and information
Run it by - Check with someone before acting
Technical Terms
Care coordination - Organizing services between different professionals
Multidisciplinary meeting - Meeting with various healthcare professionals
Case conference - Formal discussion about resident's care
Referral pathway - Steps to access specialist services
Care plan review - Regular assessment of current care approach
Professional boundaries - Limits of each team member's role
Information sharing - Exchanging relevant details between staff
Joint assessment - Multiple professionals evaluating together
Crisis intervention team - Specialists for mental health emergencies
Lesson 3.4: Supporting residents with dual diagnosis (mental health and dementia)
Roleplays
Roleplay 1: Managing mixed symptoms - Resident (has both depression and dementia, refusing meals and becoming withdrawn)
Roleplay 2: Medication complexity discussion - Pharmacist (reviewing multiple psychiatric and dementia medications for interactions)
Roleplay 3: Family education about dual diagnosis - Family member (struggling to understand how depression affects their parent's dementia symptoms)
Vocabulary
Common Phrases
"Double whammy" - Having two conditions at once
"Ups and downs" - Varying moods or symptoms throughout day
"Good days bad days" - Natural variation in condition severity
"Bit of both" - Symptoms from multiple conditions present
"One affects other" - How conditions influence each other
"Complex picture here" - Multiple issues making care difficult
"Teasing apart the" - Separating different symptoms
"Chicken and egg" - Unclear which condition causes what
Colloquial Terms
Low mood - Feeling sad or depressed
Anxious spell - Period of worry or nervousness
Mixed up - Confused about time, place, or people
Down in dumps - Feeling very sad or hopeless
Worked up - Becoming very worried or agitated
All over shop - Very confused and disorganized
Proper low - Severely depressed mood
Technical Terms
Dual diagnosis - Having both mental health and dementia conditions
Symptom overlap - Similar signs from different conditions
Medication review - Checking all prescribed drugs regularly
Cognitive decline - Gradual loss of thinking abilities
Mental state assessment - Checking person's emotional and mental wellbeing
Behavioral symptoms - Actions caused by medical conditions
Therapeutic approach - Non-drug methods to help wellbeing
Person-centered care - Focusing on individual's specific needs and preferences
Comorbidity - Having multiple medical conditions together
Polypharmacy - Taking multiple medications simultaneously
Module 4
Health Monitoring and Family Communication
Lesson 4.1: Observing and reporting changes
Roleplays
Roleplay 1: Noticing resident seems unwell - Supervisor (resident more confused than usual, not eating)
Roleplay 2: Taking vital signs - Resident (explaining why you need to check blood pressure)
Roleplay 3: Reporting skin concerns - Nurse (found red mark on resident's back)
Vocabulary
Common Phrases
"Bit off today" - Not quite themselves today
"Keep an eye" - Watch carefully for changes
"Something's not right" - Noticing concerning changes
"Just to check" - Explaining routine observations
"How's your pain" - Asking about discomfort levels
"On the mend" - Getting better gradually
"Gone downhill" - Condition has worsened
"Touch concerned" - Slightly worried about something
Colloquial Terms
Peaky - Looking pale and unwell
Out of sorts - Not feeling quite right
Dodgy - Something seems wrong
Dicky - Not working properly (heart, stomach)
Wobbly - Unsteady on feet
Ropy - Feeling rough or unwell
Knackered - Extremely tired
Off colour - Looking unwell or pale
Groggy - Confused and sleepy
Chippy - Irritable and bad-tempered
Technical Terms
Vital signs - Temperature, pulse, blood pressure, breathing
Blood pressure - Force of blood in arteries
Pulse - Heartbeat felt in wrist
Oxygen levels - Amount of oxygen in blood
Confusion - Not thinking clearly
Agitation - Being restless and upset
Lethargy - Being very tired and slow
Skin integrity - Condition of the skin
Pressure sores - Wounds from staying in one position
Pain assessment - Finding out about discomfort
Symptoms - Signs that something is wrong
Deterioration - Getting worse
Infection - Germs making someone ill
Fever - High body temperature
Dehydration - Not having enough water in body
Behaviour changes - Acting differently than usual
Documentation - Writing down what you observe
Lesson 4.2: Emergency situations
Roleplays
Roleplay 1: Responding to a fall - Resident (fallen in bathroom, conscious but shaken)
Roleplay 2: Calling for help during choking - Emergency responder (resident having difficulty breathing)
Roleplay 3: Managing aggressive behaviour - Resident (upset and hitting out during personal care)
Vocabulary
Common Phrases
"Call for help" - Getting immediate assistance
"Stay with me" - Keeping person calm and conscious
"Don't move" - Preventing further injury
"You're safe now" - Reassuring after incident
"What happened there" - Finding out about incident
"Take it easy" - Encouraging rest after emergency
"Help is coming" - Reassuring during emergency
"Can you hear" - Checking consciousness level
Colloquial Terms
Gone down - Fallen to the ground
Took a tumble - Had a fall
Keeled over - Collapsed suddenly
Out cold - Completely unconscious
Come round - Regaining consciousness
Shaken up - Upset after incident
In a state - Very distressed or agitated
Flaked out - Collapsed from exhaustion
Went funny - Became confused or unwell
Had a turn - Experienced sudden illness
Technical Terms
Choking - Something blocking the airway
Breathing difficulties - Problems getting enough air
Chest pain - Pain in the chest area
Unconscious - Not awake or aware
Seizure - Uncontrolled body movements
Heart attack - When heart muscle is damaged
Stroke - When blood supply to brain is interrupted
Allergic reaction - Body's bad response to something
Fracture - Broken bone
Head injury - Damage to the head
First aid - Emergency help before medical treatment
CPR - Emergency breathing and heart massage
Recovery position - Safe position for unconscious person
Risk assessment - Checking for dangers
Incident report - Written record of what happened
Family notification - Telling relatives what happened
Lesson 4.3: Family meetings and communication
Roleplays
Roleplay 1: Giving daily update to visiting daughter - Family member (wants to know how mum is settling in)
Roleplay 2: Explaining care plan changes - Family member (confused about new medication routine)
Roleplay 3: Discussing concerns with son - Family member (worried about dad's weight loss)
Vocabulary
Common Phrases
"How's mum doing" - Asking about resident's wellbeing
"Settling in well" - Adjusting positively to care home
"Any questions for" - Inviting family input
"Keep you updated" - Promise to share information
"Noticed some changes" - Reporting observations diplomatically
"Working together on" - Collaborative approach to care
"What matters most" - Focusing on priorities
"Making good progress" - Positive update on condition
Colloquial Terms
Getting on - Managing or coping well
Perked up - Become more lively and cheerful
Gone off - Lost interest in something
Bit bothered - Slightly worried or upset
Right as rain - Completely well and healthy
Taken to - Started to like something
Playing up - Behaving badly or not working properly
Fair dos - Being reasonable or fair
Up and down - Variable mood or condition
Bless them - Expressing affection or sympathy
Technical Terms
Family meeting - Formal discussion with relatives
Care plan review - Looking at care arrangements
Progress update - Information about improvements
Next of kin - Closest family member for decisions
Power of attorney - Legal right to make decisions
Consent - Permission for care or treatment
Confidentiality - Keeping information private
Complaints - Formal concerns about service
Realistic goals - Achievable aims for care
Quality of life - How good life feels for resident
Wellbeing - Overall health and happiness
Collaboration - Working together with family
Module 5
Specialist Care Communication
Lesson 5.1: Dementia care conversations
Roleplays
Roleplay 1: Redirecting confused resident - Resident with dementia (thinks they need to go to work)
Roleplay 2: Responding to repetitive questions - Resident with dementia (asks "Where's my mother?" repeatedly)
Roleplay 3: Managing sundowning behaviour - Resident with dementia (agitated in the evening, wants to go home)
Vocabulary
Common Phrases
"Let me help" - Offering gentle assistance
"That's quite right" - Validating their reality
"Tell me about" - Encouraging them to share memories
"Look at this" - Redirecting attention to something else
"You're safe here" - Providing reassurance and comfort
"In a minute" - Managing repetitive requests
"Come with me" - Gentle guidance during wandering
"What lovely memories" - Positive response to reminiscing
Colloquial Terms
Getting muddled - Becoming confused or mixed up
Not with it - Not mentally alert or aware
Away with fairies - Very confused or distracted
Lost it - Become very confused
All over place - Very disorganized or confused
Having a moment - Temporary confusion or distress
Not themselves - Behaving differently than usual
Going round circles - Repeating same things over
Bit dotty - Mildly confused or eccentric
Miles away - Not paying attention, daydreaming
Technical Terms
Dementia - Condition affecting memory and thinking
Alzheimer's disease - Most common type of dementia
Memory loss - Forgetting things
Cognitive decline - Thinking abilities getting worse
Disorientation - Being confused about time, place, person
Sundowning - Increased confusion in evening
Wandering - Walking around without purpose
Repetitive behaviour - Doing same thing over and over
Paranoia - Suspicious thoughts
Delusions - Believing things that aren't true
Hallucinations - Seeing or hearing things not there
Validation therapy - Agreeing with person's reality
Redirection - Guiding attention to something else
Person-centred care - Care focused on individual's needs
Life history - Person's past experiences and memories
Triggers - Things that cause distress
Calming techniques - Ways to reduce anxiety
Lesson 5.2: End-of-life care conversations
Roleplays
Roleplay 1: Discussing comfort care - Resident (terminally ill, asking about pain management)
Roleplay 2: Supporting grieving family - Family member (loved one's condition deteriorating)
Roleplay 3: Coordinating with hospice nurse - Hospice nurse (planning palliative care)
Vocabulary
Common Phrases
"Make them comfortable" - Focus on reducing suffering
"Peaceful and pain-free" - Goals for end-of-life care
"Be with them" - Importance of presence during dying
"Take your time" - No rushing during difficult moments
"They're not suffering" - Reassuring family about comfort
"What would help" - Finding ways to support family
"Beautiful memories of" - Focusing on positive remembrance
"They know you're" - Belief that dying person is aware
Colloquial Terms
Slipping away - Dying peacefully and gradually
Not long now - Death is approaching soon
Gone to sleep - Euphemism for peaceful death
Fading fast - Condition deteriorating quickly
At peace - Comfortable and without distress
Time to go - Accepting that death is near
In a better - Religious comfort about afterlife
Let them go - Accepting death rather than fighting
Passed away - Gentle way to say died
With the angels - Religious comfort phrase
Technical Terms
End-of-life care - Care in final stages of life
Palliative care - Comfort care for serious illness
Terminal illness - Disease that will cause death
Comfort measures - Care focused on reducing suffering
Pain management - Controlling physical discomfort
Symptom control - Managing effects of illness
Advanced directives - Instructions for end-of-life care
Do not resuscitate - Choice not to restart heart
Bereavement - Period of mourning after death
Hospice - Special care for dying people
Respite care - Short break for family carers
Chaplain - Religious support person
Lesson 5.3: Mental health awareness
Roleplays
Roleplay 1: Supporting anxious resident - Resident (worried about upcoming medical appointment)
Roleplay 2: Recognising depression signs - Resident (withdrawn, not participating in activities)
Roleplay 3: Coordinating with mental health nurse - Mental health professional (discussing resident's medication)
Vocabulary
Common Phrases
"How are you" - Checking on emotional wellbeing
"Feeling a bit" - Gently acknowledging distress
"That sounds hard" - Validating difficult emotions
"You're doing well" - Encouraging positive self-image
"Want to talk" - Offering emotional support
"Take things slow" - Managing anxiety and overwhelm
"Been through lot" - Acknowledging life challenges
"Here to listen" - Offering emotional availability
Colloquial Terms
Bit down - Feeling mildly depressed
Really low - Severely depressed mood
Wound up - Very anxious or stressed
Fed up - Frustrated and discouraged
Can't cope - Feeling overwhelmed
Lost their marbles - Acting very confused or irrational
Not right upstairs - Having mental health problems
Gone to pieces - Having emotional breakdown
Nerves shot - Very anxious and stressed
Proper worried - Extremely anxious
Technical Terms
Mental health - Emotional and psychological wellbeing
Depression - Persistent feelings of sadness
Anxiety - Excessive worry and fear
Emotional wellbeing - How someone feels inside
Mood changes - Emotions going up and down
Withdrawal - Avoiding social contact
Isolation - Being alone and disconnected
Self-esteem - How person feels about themselves
Coping strategies - Ways of dealing with difficulties
Support network - People who provide help
Therapeutic relationship - Helpful professional relationship
Antidepressants - Medicine for depression
Risk assessment - Checking for danger to self or others
Safeguarding - Protecting vulnerable people
Crisis intervention - Emergency help for mental health
Module 6
Distressing Situations and Professional Boundaries
Lesson 6.1: Managing complaints and concerns
Roleplays
Roleplay 1: Responding to resident complaint - Resident (unhappy with food quality, wants to speak to manager)
Roleplay 2: Handling family criticism - Family member (thinks carer is too rushed, not spending enough time)
Roleplay 3: Discussing service improvements - Manager (addressing concerns about staffing levels)
Vocabulary
Common Phrases
"Understand your concern" - Acknowledging their worry
"Look into that" - Promise to investigate issue
"Make this right" - Commitment to solve problem
"Sorry you feel" - Acknowledging their feelings
"Speak to manager" - Escalating to higher authority
"Take this seriously" - Showing concern is important
"Get back to" - Promise to follow up
"Thanks for telling" - Appreciating they raised concern
Colloquial Terms
Having a moan - Making a complaint
Proper fed up - Very dissatisfied
Not happy bunny - Clearly dissatisfied person
Kicking off - Getting very angry
Having a go - Criticizing someone
Up in arms - Very angry about something
Making a fuss - Complaining dramatically
Bit shirty - Irritated and short-tempered
Getting wound up - Becoming increasingly angry
Right mardy - Very bad-tempered
Technical Terms
Complaint - Formal expression of dissatisfaction
Dissatisfaction - Not being happy with service
Quality assurance - Making sure standards are met
Service improvement - Making care better
Resolution - Finding solution to problem
Investigation - Looking into what happened
Accountability - Taking responsibility for actions
Professional standards - Expected level of performance
Code of conduct - Rules for professional behaviour
Advocacy - Speaking up for someone's interests
Ombudsman - Independent person who investigates complaints
Grievance - Formal complaint about treatment
Due process - Following proper procedures
Documentation - Written records of what happened
Lesson 6.2: Safeguarding and protection
Roleplays
Roleplay 1: Reporting suspected abuse - Supervisor (noticed unexplained bruising on resident)
Roleplay 2: Discussing financial concerns - Manager (family member taking resident's pension)
Roleplay 3: Recognising self-neglect - Resident (refusing personal care, declining rapidly)
Vocabulary
Common Phrases
"Something's not right" - Initial concern about possible abuse
"Need to report" - Obligation to tell authorities
"Safe from harm" - Goal of safeguarding
"Told me that" - Resident disclosed information
"Can't ignore this" - Must take action on concerns
"Write it down" - Importance of documenting evidence
"Not your fault" - Reassuring abuse victim
"Get help for" - Accessing support services
Colloquial Terms
Taking advantage - Exploiting vulnerable person
Nasty piece work - Person who abuses others
Rough treatment - Physical abuse or harsh handling
Money grabbing - Financial exploitation
Left in state - Neglected and uncared for
Going downhill fast - Deteriorating due to neglect
Marking them - Leaving bruises or injuries
Taking liberties - Inappropriate behavior
Done over - Been cheated or abused
Crying out for - Desperately needing help
Technical Terms
Safeguarding - Protecting people from harm
Abuse - Cruel or harmful treatment
Physical abuse - Hurting someone's body
Emotional abuse - Causing psychological harm
Financial abuse - Stealing or misusing money
Sexual abuse - Unwanted sexual contact
Neglect - Not providing proper care
Self-neglect - Not looking after yourself properly
Vulnerability - Being at risk of harm
Risk factors - Things that increase danger
Disclosure - Telling about abuse
Allegation - Claim that abuse has happened
Investigation - Looking into suspected abuse
Multi-agency - Different organizations working together
Social services - Council department that protects people
Care Quality Commission - Organization that inspects care
Whistleblowing - Reporting wrongdoing at work
Duty of care - Legal responsibility to protect
Best interests - What is good for the person
Capacity - Ability to make decisions
Mental Capacity Act - Law about decision-making
Deprivation of Liberty - Restricting someone's freedom
Lesson 6.3: Conflict resolution and boundaries
Roleplays
Roleplay 1: De-escalating angry resident - Resident (shouting about lost belongings, blaming staff)
Roleplay 2: Managing family disagreement - Two family members (arguing about care decisions for their parent)
Roleplay 3: Setting professional limits - Resident (asking you to bring alcohol, make personal phone calls)
Vocabulary
Common Phrases
"Let's calm down" - De-escalating tense situation
"Can't do that" - Setting professional boundaries
"Not my role" - Explaining job limitations
"Understand you're upset" - Acknowledging emotions
"Work this out" - Finding solution together
"Take a step" - Creating physical space
"Against the rules" - Explaining policy restrictions
"Both want what's" - Finding common ground
Colloquial Terms
Getting lairy - Becoming aggressive or confrontational
Proper barney - Big argument or fight
Having words - Arguing or confronting someone
Losing their rag - Getting very angry
Flying off handle - Sudden angry outburst
Bit tasty - Situation becoming violent
Taking liberty - Overstepping boundaries
Pushing their luck - Testing limits too far
Handbags at dawn - Minor confrontation
Cool your jets - Calm down and relax
Technical Terms
Conflict resolution - Solving disagreements peacefully
De-escalation - Calming down tense situation
Professional boundaries - Limits of work relationship
Inappropriate requests - Asking for things outside your role
Ethical dilemmas - Difficult choices about right and wrong
Code of conduct - Rules for professional behavior
Dual relationships - Having more than one type of relationship
Gift policy - Rules about accepting presents
Assertiveness - Standing firm while being respectful
Active listening - Really paying attention to what's said
Risk assessment - Evaluating potential dangers
Incident documentation - Recording what happened
Supervisor escalation - Reporting to higher authority
Module 7
Professional Development and Documentation
Lesson 7.1: Care planning and documentation
Roleplays
Roleplay 1: Completing daily care notes - Supervisor (reviewing what you've written about resident's day)
Roleplay 2: Updating care plan - Care coordinator (resident's needs have changed, plan needs revision)
Roleplay 3: Incident report writing - Manager (explaining accident in bathroom, what happened and actions taken)
Vocabulary
Common Phrases
"Write it down" - Importance of recording information
"What time was" - Getting accurate timing details
"Make a note" - Recording important observations
"Need to document" - Professional obligation to record
"Check the notes" - Referring to previous records
"Sign and date" - Completing documentation properly
"Clear and factual" - Requirements for good records
"Pass it on" - Sharing information with next shift
Colloquial Terms
Paperwork - Documentation and forms
Scribble down - Write something quickly
Jot it down - Make a brief note
Fill out - Complete a form
Write up - Create a formal report
On paper - Officially documented
Black and white - Clearly written evidence
Dot the i's - Complete all details carefully
Cover yourself - Document to protect yourself legally
By the book - Following procedures exactly
Technical Terms
Care plan - Written guide for resident's individual care
Care notes - Daily record of care provided
Assessment - Evaluation of resident's needs
Risk assessment - Identifying potential dangers
Incident report - Record of accident or unusual event
Progress notes - Updates on resident's condition
Handover notes - Information passed between shifts
MAR chart - Medication Administration Record
Evaluation - Judging effectiveness of care
Objective - Factual, not personal opinion
Subjective - Based on personal feelings
Data protection - Rules about keeping information safe
GDPR - General Data Protection Regulation
Information governance - Rules about handling information
Audit - Checking records are correct
Compliance - Following rules and regulations
Evidence-based - Based on research and proof
Lesson 7.2: Working with healthcare professionals
Roleplays
Roleplay 1: Speaking with GP during visit - Doctor (discussing resident's medication changes)
Roleplay 2: Coordinating with physiotherapist - Physiotherapist (planning mobility exercises for resident)
Roleplay 3: Updating district nurse - District nurse (resident's wound needs different dressing)
Vocabulary
Common Phrases
"Doctor is coming" - Informing about scheduled visit
"Need to see" - Arranging professional consultation
"What do you" - Asking for professional advice
"According to physio" - Referring to specialist guidance
"Doctor said to" - Following medical instructions
"Book an appointment" - Arranging healthcare visits
"Speak to nurse" - Getting nursing input
"Follow their advice" - Implementing professional recommendations
Colloquial Terms
Pop round - Visit briefly (healthcare professional)
Check them over - Examine resident medically
Sort them out - Provide treatment or help
Give once over - Quick medical examination
Patch them up - Provide medical treatment
Get looked at - Receive medical attention
Put right - Fix a health problem
Keep eye on - Monitor condition closely
Touch base - Brief contact with professional
Catch up with - Update or consult with someone
Technical Terms
Multidisciplinary team - Different professionals working together
General practitioner - Family doctor (GP)
District nurse - Nurse who visits homes and care facilities
Physiotherapist - Professional who helps with movement
Occupational therapist - Professional who helps with daily living skills
Speech therapist - Professional who helps with communication
Dietitian - Professional expert in nutrition
Social worker - Professional who helps with life problems
Consultant - Specialist hospital doctor
Psychiatrist - Doctor specializing in mental health
Chiropodist - Foot care specialist
Referral - Sending resident to see specialist
Consultation - Meeting with healthcare professional
Treatment plan - Planned medical care
Medication review - Checking medicines are right
Discharge planning - Preparing to leave hospital
Integrated care - All services working together
Lesson 7.3: Quality assurance and inspections
Roleplays
Roleplay 1: Preparing for CQC inspection - Inspector (asking about care standards and resident safety)
Roleplay 2: Discussing quality improvements - Manager (ways to make care better for residents)
Roleplay 3: Explaining care practices - Supervisor (showing how you follow policies and procedures)
Vocabulary
Common Phrases
"CQC are coming" - Notification about inspection visit
"Show them around" - Giving inspectors facility tour
"Answer their questions" - Responding to inspector queries
"Follow the policy" - Adhering to written procedures
"Standards are met" - Confirming compliance with requirements
"Evidence of that" - Providing proof of good practice
"Need to improve" - Areas requiring development
"Always do it" - Consistent practice demonstration
Colloquial Terms
Getting checked out - Being inspected or assessed
Tick all boxes - Meet all requirements
Up to scratch - Meeting required standards
Spot check - Unannounced inspection
Going through with - Detailed examination of procedures
Sharp practice - Questionable or poor methods
Above board - Honest and legitimate practices
By numbers - Following procedures exactly
Gold standard - Highest quality of care
Cut corners - Not following proper procedures
Technical Terms
Care Quality Commission - Organization that inspects care services (CQC)
Inspection - Official check of care standards
Regulation - Official rule that must be followed
Compliance - Following rules and standards
Quality assurance - Making sure care meets standards
Policies - Written rules for how things should be done
Procedures - Step-by-step instructions
Audit - Systematic check of care quality
Action plan - Steps to improve care
Competency - Having skills to do job properly
Professional development - Learning to improve at work
Continuous improvement - Always trying to get better
Person-centred care - Care focused on individual needs
Safe care - Care that doesn't cause harm
Effective care - Care that works well
Responsive care - Care that meets people's needs
Well-led - Good management and leadership
Module 8
Emergency Preparedness and Health Monitoring
Lesson 8.1: Recognizing health emergencies
Roleplays
Roleplay 1: Responding to resident collapse - Resident (found unconscious on floor, breathing but unresponsive)
Roleplay 2: Managing choking incident - Resident (having difficulty breathing during meal, panicking)
Roleplay 3: Dealing with allergic reaction - Resident (developing rash and swelling after new medication)
Vocabulary
Common Phrases
"Call 999 now" - Emergency services needed immediately
"Don't move them" - Preventing further injury
"Check they're breathing" - Basic emergency assessment
"Stay calm" - Keeping control during crisis
"Help is coming" - Reassurance during emergency
"Can you hear" - Testing consciousness level
"What's your pain" - Assessing severity of symptoms
"Keep them warm" - Basic emergency care
Colloquial Terms
Gone down - Collapsed or fallen
Out for count - Completely unconscious
Keeled over - Suddenly collapsed
Gone under - Lost consciousness
Come round - Regaining consciousness
Bad way - Very unwell or injured
Touch and go - Critical condition
Fighting for breath - Severe breathing difficulties
Proper poorly - Very sick indeed
Gone funny - Acting strangely due to illness
Technical Terms
Medical emergency - Serious health situation needing immediate help
Unconscious - Not awake or responsive
Collapse - Suddenly falling down due to health problem
Cardiac arrest - Heart stops beating
Heart attack - Heart muscle damaged by blocked blood supply
Stroke - Blood supply to brain interrupted
Seizure - Uncontrolled electrical activity in brain
Choking - Airway blocked by food or object
Anaphylaxis - Severe allergic reaction
Hypoglycemia - Very low blood sugar
Hyperglycemia - Very high blood sugar
Respiratory distress - Severe breathing difficulties
Head injury - Trauma to head or brain
Pain assessment - Evaluating level and type of discomfort
Vital signs - Temperature, pulse, blood pressure, breathing
First aid - Immediate care before medical help arrives
CPR - Cardiopulmonary resuscitation
Recovery position - Safe position for unconscious person
Lesson 8.2: Infection control and prevention
Roleplays
Roleplay 1: Explaining isolation precautions - Resident (has infectious condition, needs to stay in room)
Roleplay 2: Teaching hand hygiene - New colleague (showing proper handwashing technique)
Roleplay 3: Managing outbreak situation - Manager (several residents have flu, implementing control measures)
Vocabulary
Common Phrases
"Wash your hands" - Basic infection prevention instruction
"Put gloves on" - Personal protective equipment use
"Keep them isolated" - Preventing spread of infection
"Bug going around" - Describing outbreak situation
"Clean surfaces down" - Disinfection requirements
"Change your apron" - PPE hygiene procedures
"Don't go in" - Isolation room restrictions
"Gel your hands" - Hand sanitizer use
Colloquial Terms
Nasty bug - Serious infection
Going like wildfire - Spreading rapidly through facility
Pick something up - Catch an infection
Pass it on - Spread infection to others
Full of germs - Highly contaminated
Crawling with bugs - Very infectious environment
Gone down with - Become ill with infection
Doing rounds - Infection spreading through building
Knock you flat - Make you very ill
Fighting it off - Body resisting infection
Technical Terms
Infection control - Preventing spread of germs
Hand hygiene - Proper cleaning of hands
Personal protective equipment - Gloves, masks, aprons (PPE)
Isolation - Keeping infectious person separate
Quarantine - Separating people who might be infected
Cross-infection - Spreading germs between people
Healthcare-associated infection - Infection caught in care setting
Antibiotic-resistant - Germs that don't respond to medicines
MRSA - Methicillin-resistant Staphylococcus aureus
C. difficile - Clostridium difficile infection
Norovirus - Stomach bug causing sickness and diarrhea
COVID-19 - Coronavirus disease
Disinfection - Killing germs on surfaces
Contamination - Presence of harmful germs
Universal precautions - Treating all body fluids as infectious
Standard precautions - Basic infection prevention measures
Droplet precautions - Protection against germs spread by coughing
Contact precautions - Protection against germs spread by touch
Outbreak - More cases of disease than expected
Notifiable disease - Infection that must be reported to authorities
Lesson 8.3: Mental health crisis intervention
Roleplays
Roleplay 1: Supporting suicidal resident - Resident (expressing thoughts of self-harm, feeling hopeless)
Roleplay 2: Managing panic attack - Resident (hyperventilating, convinced they're having heart attack)
Roleplay 3: De-escalating psychotic episode - Resident (hearing voices, becoming paranoid and aggressive)
Vocabulary
Common Phrases
"You're safe here" - Providing reassurance during crisis
"I'm here with" - Offering supportive presence
"Take deep breaths" - Managing panic and anxiety
"It will pass" - Reassuring about temporary symptoms
"What can help" - Finding coping strategies
"Let's talk about" - Encouraging communication
"Not going to" - Reducing fears and paranoia
"Getting help for" - Accessing professional support
Colloquial Terms
Losing it - Having mental breakdown
Off their head - Experiencing psychosis
Having a breakdown - Severe mental health crisis
Gone to pieces - Completely overwhelmed emotionally
Not all there - Mentally unwell or confused
Seeing things - Experiencing hallucinations
Proper mental - Very distressed or unwell
Lost the plot - Become very confused or irrational
In a state - Very distressed or agitated
Cracking up - Having mental breakdown
Technical Terms
Mental health crisis - Severe emotional or psychological emergency
Suicide risk - Danger of person harming themselves fatally
Self-harm - Deliberately injuring yourself
Suicidal ideation - Thoughts about ending your life
Panic attack - Sudden intense fear with physical symptoms
Psychosis - Loss of contact with reality
Hallucinations - Seeing or hearing things that aren't there
Delusions - False beliefs that feel real
Paranoia - Excessive suspicion and distrust
Post-traumatic stress - Mental health problems after trauma
Dissociation - Feeling disconnected from yourself
Crisis intervention - Immediate help for mental health emergency
De-escalation - Calming tense or dangerous situation
Risk assessment - Evaluating danger to self or others
Safety planning - Steps to keep person safe
Section - Legal detention for mental health treatment
Mental Health Act - Law about treating mental illness
Capacity - Ability to make decisions about treatment
Detention - Keeping person in hospital against their will
Module 9
Advanced Communication and Leadership
Lesson 9.1: Mentoring new staff and students
Roleplays
Roleplay 1: Training new carer on first day - New colleague (nervous about starting, needs guidance on basic tasks)
Roleplay 2: Supervising student on placement - Student (enthusiastic but makes mistakes, needs constructive feedback)
Roleplay 3: Leading team meeting discussion - Team colleagues (discussing changes to daily routines and resident care)
Vocabulary
Common Phrases
"Let me show" - Offering to demonstrate procedure
"Watch me first" - Teaching through observation
"Your turn now" - Encouraging practice attempt
"That's much better" - Positive reinforcement for improvement
"Try it again" - Encouraging repeated practice
"Ask me anything" - Creating open learning environment
"Getting the hang" - Recognizing skill development
"Keep it simple" - Teaching approach for beginners
Colloquial Terms
Show the ropes - Teach someone how job works
Take under wing - Mentor and protect newcomer
Learn the trade - Develop professional skills
Pick it up - Learn something quickly
Get hang of - Understand how to do something
Know the score - Understand the situation
Sharp learner - Someone who learns quickly
Bit green - Inexperienced and naive
Finding their feet - Getting comfortable in new role
Coming along nicely - Making good progress
Technical Terms
Mentoring - Guiding and supporting new staff
Supervision - Overseeing and supporting colleagues
Orientation - Introduction to workplace for new staff
Induction - Initial training period for new employees
Competency assessment - Checking if someone can do job safely
Performance management - Supporting staff to improve
Constructive feedback - Helpful comments about work
Professional development - Learning to improve at work
Delegation - Giving appropriate tasks to others
Team dynamics - How group works together
Conflict resolution - Solving disagreements peacefully
Time management - Using time efficiently
Prioritization - Deciding what's most important
Knowledge transfer - Passing on skills and information
Staff retention - Keeping good employees
Lesson 9.2: Cultural competency and diversity
Roleplays
Roleplay 1: Supporting colleague with language barriers - International colleague (struggling to understand complex medical terminology)
Roleplay 2: Facilitating multicultural team meeting - Team members (from different cultural backgrounds, some communication misunderstandings)
Roleplay 3: Advocating for resident's cultural needs - Manager (resident's family wants traditional foods and religious observances)
Vocabulary
Common Phrases
"Different ways of" - Acknowledging cultural variations
"That's their custom" - Respecting cultural practices
"Important to them" - Validating cultural values
"We can arrange" - Accommodating cultural needs
"Help me understand" - Learning about other cultures
"Makes sense to" - Showing cultural acceptance
"Happy to support" - Offering cultural accommodation
"Everyone is welcome" - Creating inclusive environment
Colloquial Terms
From all over - People from many different countries
Different strokes - Different ways work for different people
Each to own - Everyone has their own preferences
Mix of everything - Very diverse group
Proper international - Very multicultural
All sorts here - Many different types of people
Good mix - Nice variety of backgrounds
Bit different - Unusual or unfamiliar practice
Their way of - How their culture does things
Takes all sorts - Diversity makes things interesting
Technical Terms
Cultural competency - Skill in working across different cultures
Inclusion - Making everyone feel welcome and valued
Cross-cultural communication - Talking across different cultures
Language barriers - Difficulties caused by different languages
Interpretation services - Professional language translation
Cultural sensitivity - Being aware of cultural differences
Religious accommodation - Adjusting for faith requirements
Dietary restrictions - Foods people can't or won't eat
Cultural identity - How culture shapes who someone is
Discrimination - Unfair treatment based on difference
Anti-discrimination policy - Rules preventing unfair treatment
Harassment - Unwanted behaviour that upsets someone
Equal opportunities - Fair chances for everyone
International workforce - Staff from different countries
Lesson 9.3: Innovation and continuous improvement
Roleplays
Roleplay 1: Proposing care improvement idea - Manager (suggesting new approach to reduce falls)
Roleplay 2: Leading quality improvement project - Team colleagues (implementing person-centred care activities)
Roleplay 3: Sharing successful practice - Regional colleagues (explaining how your team improved resident satisfaction)
Vocabulary
Common Phrases
"Better way to" - Suggesting improvement opportunities
"What if we" - Proposing innovative ideas
"Let's try this" - Testing new approaches
"Working really well" - Reporting successful outcomes
"Made a difference" - Demonstrating positive impact
"Worth a go" - Encouraging experimentation
"Track the results" - Monitoring improvement outcomes
"Spread the word" - Sharing successful practices
Colloquial Terms
Bright idea - Good suggestion or innovation
Game changer - Improvement that makes big difference
Try something new - Experiment with different approach
Back to basics - Return to simple, proven methods
Think outside box - Consider creative solutions
Give it whirl - Try something experimental
Cracked it - Found the solution
Onto something - Discovered promising approach
Real winner - Very successful improvement
Worth its weight - Very valuable change
Technical Terms
Innovation - New ideas and methods
Continuous improvement - Always trying to get better
Quality improvement - Making care services better
Best practice - Most effective methods
Evidence-based practice - Using research to guide care
Data analysis - Looking at information to understand patterns
Outcome measurement - Checking results of care
Benchmarking - Comparing with other services
Performance indicators - Ways to measure success
Patient satisfaction - How happy residents are with care
Service user feedback - Comments from people using service
Stakeholder engagement - Involving everyone affected by changes
Change implementation - Making improvements happen
Pilot study - Testing new idea on small scale
Evaluation - Judging whether change worked
Project management - Organizing improvement work