Communication

CHCCOM005 Communicate and work in health or community

This unit is about communicating effectively with clients, colleagues, management, and other industry providers. It applies to a range of health and community service contexts where workers communicate face-to-face, in writing, or using digital media.

 

How you will be assessed

You will be assessed through:

 

Practical

RE CA, W

You will be assessed in the workplace under industry operating conditions.

Show your assessor your workplace and the forms and procedures. Explain how it works as you go. Your assessor may ask you any questions on how it works. Most organizations have clear procedures. You will need to show that you have:

  1. Demonstrated effective communication skills in three different work situations.
  2. Clarified workplace instructions and negotiated timeframes with two colleagues.
  3. Responded appropriately to three different situations that had communication constraints.
  4. Completed two written or electronic workplace documents to organization standards.

 

 

Interview/assignment questions

RK

Legal and ethical

  1. What are the legal and ethical requirements relating to the following kinds of communication:
    1. privacy, confidentiality and disclosure.
    2. discrimination.
    3. duty of care.
    4. mandatory reporting.
    5. translation.
    6. informed consent.
    7. work role boundaries – responsibilities and limitations.
    8. child protection, including duty of care when child is not the client, signs of risk and adult disclosure.
  2. Where can you get information on the legal and ethical aspects of community services work? Where can you get information on how to apply it in community services work?
  3. Describe in overview the main ethical considerations when making decisions in community services.
  4. What is conflict of interest in community services work? Give two examples.

Communication

  1. What communication strategies do you use to:
    1. build and maintain relationships and trust,
    2. facilitate workplace meetings,
    3. negotiate for optimal outcomes,
    4. address barriers,
    5. solve problems and resolve conflict?
  2. Explain each of these kinds of communication and give two examples of each: open ended questions, affirmations, reflections, and summaries.
  3. What are the differences in communication styles between:
    1. motivational interviewing versus a coercive approach?
    2. collaboration versus confrontation?
  4. Each of the factors below affects a person's ability to communicate. Explain the effects of each one:
    1. language
    2. culture
    3. religion
    4. emotional state
    5. disability
    6. health
    7. age.
  5. Each of the factors below affects a person's ability to communicate orally, especially for people who do not speak your language. Explain the effects of each one:
    1. grammar
    2. speed
    3. pronunciation.
  6. What are the potential constraints to communicating effectively in community service contexts?
  7. In what kinds of situation is it very helpful to use non-verbal communication?

The health and community services sector

  1. Explain the different kinds of services in the health and community service system and what each one does.
  2. Explain the interrelationships between different parts of the health and community service system. (Hint: Look at the other services to which your organization gives referrals.)
  3. Explain in overview your organization’s structure.
  4. Explain the principles of both of these models of client service:
    1. person-centred service delivery.
    2. rights-based service delivery.
  5. Explain the different roles and responsibilities of your team.
  6. What are the characteristics of multi-disciplinary teams? How are multi-disciplinary teams used?
  7. What are the relationships between different workforces in health and community services?
  8. What support services are provided, and what is their role?
  9. How is your organisation funded?
  10. How the the following digital media used in the community services and health sector?
    1. Internet,
    2. intranet,
    3. email,
    4. social media,
    5. podcast and videos,
    6. tablets and applications,
    7. newsletters and broadcasts.

Note: Your assessor may also ask you a variety of what if questions.

Task 1

RK, w

Write a glossary of 15 specialized terms used in the health and community services industry. They should all relate to your work and the kinds of services your organization provides. They should also be easily be misunderstood by people who don't work in health and community services.

Assignment 2

RK W

Write a glossary of 20 specialized items of non-verbal communication.

 

Detailed requirements

1. Communicate effectively with people. El 1/PC, RS O,In

  1. Communicate verbally and non-verbally to improve understanding and show respect.
  2. Communicate information clearly about work and confirm the other person understands.
  3. Listen to what people say and respond appropriately.
  4. Clarify meaning.
  5. Communicate on time (not late).
  6. Follow confidentiality procedures.

 

2. Work with colleagues. El 2/PC, RS O,In

  1. When your supervisor asks you to do something, listen carefully, clarify it if necessary, and agree on when it must be done.
  2. If you need to communicate with other organizations, get your supervisors’ permission first.
  3. Use industry terminology correctly in verbal, written and digital communications.
  4. To communicate with superiors in your organization, go through your supervisor, except when other precedures allow it.

 

3. Address constraints to communication. El 3/PC, RS O,In O,In

  1. Identify difficult or complicated situations as early as possible and ask your supervisor for help.
  2. If you cannot contact your supervisor, contact another supervisor.
  3. Communicate well to avoid, defuse and resolve situations conflict.

 

4. Report problems to your supervisor. El 4/PC, RS O,In

  1. Follow legal and ethical responsibilities. If it is difficult to do so, discuss it with your supervisor.
  2. Inform your supervisor of any procedures that are not followed correctly and anything wrong.
  3. Tell your supervisor if employees, the employer or a client do not have all their rights and responsibilities.
  4. If you cannot resolve a conflict with somebody, refer it to your supervisor.

 

5. Complete documentation.El 5/PC, RS W, R

  1. Do all written reports according to your organization’s procedures (handover, regular reports, incident reports). Use clear, accurate, objective language when documenting events.
  2. Read and follow policies and procedures, including for use of digital media. If you don’t understand something, ask your supervisor.

 

6. Contribute to continuous improvement. El 6/PC, RO,In,L

  1. Help to identify improvements in work practices and tell your supervisor or work group.
  2. Be an example of improved practices.
  3. Get colleagues to follow improved practices.
  4. Ask your supervisor whether your skills are improving and learn how to do better.

 

7. Other.

  1. Manage tasks and contingencies on the job
  2. N/a Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.

 

Code for unit reqts:
CA: Conditions of assessment
El/PC: Element & criteria
RE: Required evidence
RK: Required knowledge
RS: Required skills

Code for Foundation skills:
L: Learning
Id: Identify beliefs & thinking
R: Reading
W: Writing

N: Numeracy
O: Oral communication
N: Navigate world of work
In: Interact with others
G: Get work done