Communicate AND WORK IN Health OR Community Services PDF

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COMMUNICATE AND WORK IN HEALTH OR COMMUNITY SERVICES(CHCCOM005) Student Name

Sadikshya Humagain

Student ID No.

MEL000019J

I declare that the work submitted is my own and has not been copied or plagiarized from any person or source. Student signature

Date

11/05/2020

ANSWERS 1. a. For effectively communicating with people, we are always required to use simple and clear language with proper use of verbal and nonverbal communication. Communication must be always done considering the hierarchy of a person and use appropriate greeting and words that match the hierarchy otherwise the communication won’t be effective. It is also necessary to understand to maintain confidentiality of sensitive issue and follow organization policy regarding such matter. b. In collaborating with colleagues, it is necessary to make sure to follow organization policy and clarify time frame and task achieved together with the supervisor. Likewise, it is necessary to communicate in a clear language and in English even though you are from same country and use the proper terminology while communicating. c. The constraints to communication are usually due to language barrier, disturbance while using technology to communicate. So, in order to address them use professional interpreter to translate, avoid jargon and complex sentence, avoid conflicts situation by identifying the difficult situation and report to authority and try to resolve using proper communication methods and technologies. d. While reporting problem identified in work activities acute hazards should always be reported immediately to supervisor, delegate workplace health and safety officer. Identify the hazards by carrying out workplace risk assessment and always report immediately to supervisor to avoid hazard in workplace.

e. For workplace correspondence and document it is necessary to complete documentation according to legal requirement and organization procedures either by documenting on a paper based or electronic based with clear, accurate and objective language. f. Continuous improvement is the constant evaluation and enhancement of processes used to deliver a product or service to customers, with the aim of proving customers with the best possible outcome. It involves continual examination of every work process to identify gradual enhancements, where complex processes are broken down into sub-processes, and then improved.

2 a. Legal and ethical consideration in relation to communications with others in the community sectors are as follows: o

Privacy, confidentiality and disclosure

o

Discrimination

o

Duty of care

o

Mandatory reporting

o

Translation

o

Informed consent

o

Work role boundaries such as responsibilities and limitations

b. For locating information on the application of legal and ethical aspects of health of community services work, we can find it in web, email, social-media, policies and procedure, tablet and application, various newsletter and broadcast, intranet that provides up to date information on the changes of organization, podcast and videos.

c. To ensure we make ethical decisions at all times we need to always follow policies and procedures. Likewise, it is also important to maintain reasonable duty of care and refer any

breach any breach or nonadherence events to standard procedures or adverse event to appropriate people issues impacting on achievement of employee, employer right and responsibilities. It is important that we discuss any difficulties with our ethical responsibilities with the supervisor and always comply with company legal policies and standard.

d. Coercive approach is an approach that involves forcing a person or using undue influence to change their behavior and decisions. On contrary, motivational interviewing is a method that helps people to find internal motivation they require to change their behavior and asks open ended question. e.  Age  Emotional state  Disability  Health  Religion  Language  Culture

f. Grammar, speed and pronunciation for verbal communication important because it helps enhance accuracy and helps in making communication more effective. It is very important for people involved in communication to understand completely the motive of the conversation in the way it is meant to understood. So, proper use of grammar with a speed that is neither slow nor too fast and words pronounced properly leads a good communication between speaker and listener.

g.

Nonverbal communication manages to convey the sender's message without having to use words. Symbols, sign, gesture, the way we sit our hand, eye contact language convey a lot of nonverbal messages when communicating verbally with someone. Therefore, the way we communicate can play a major role in the success of our personal and professional relationships and can significantly influence our ability to accomplish what we want and need and achieve our potential.

h. I recently completed my placement in Opal Hobson Aged Care facility. So, discussing about their structure, function and interrelationships, it can be seen that they have complete focus on their care and well-being. Aged care is on of providing an extensive range of care and support to more than 50 residents including residential. Considering their structure in terms of wards there are mainly three wards where one ward is dedicated to dementia. And in terms of employees there is general manager, care manager and the one that handles the reception and around three carers on each ward working on three shifts. So, all of them are interrelated to each other and the function of each of them depends upon the other.

i. The most media used is email, social media, web internet, podcast and videos, tablets and application that keeps updated on the changes in the community service sector. For example, an email is used for communication between colleagues, external agencies and sometimes even clients, podcasts and videos for the purpose of training and conveying informative information and social media for to promoting the service of program and activities. In addition, tablets and applications are used on the go workers keep in touch with the services while they are out of office premises.

3.  Spoken and verbal communications 

Nonverbal communications such as facial expression, gesture

 Written communication through letters and emails 

Visualization through videos and power point presentation

4. To communicate effectively with people, use verbal and nonverbal communication and listening actively, communicating in a simple and clear words clearly and concisely always confirm that the other person understands. Likewise, we can also repeat ourselves and paraphrase our words to make sure another person understands.

5. Open questions  Where do you live?  What is your favorite food? Closed questions  Are you aware about corona virus?  Have you completed your assignment?

6. We should use industrial terminology in all correspondence to follow communication protocol all the times, we should ensure timelines are discussed and agreed upon. Ensure communications methods are determined for other agencies.

7. The six examples of industry terminologies are as follows:  Incontinence/continence  Bowel movement  Fluid and Food chart

 Weight bearing  Nutrition  Mobility

8. Communications constraints can be addressed as follows: 

Identify any signs of potentially complicated or difficult situations



Reporting difficulties to supervisors or to the management accurately



Where possible avoiding, diffusing and resolving conflict situations.



Focus on the problem but not to the individuals keeping the communications open.



Always understand the problem and be patient and take out time to resolve the issues.

9. The two strategies to handle conflict and maintain a tension free workplace are:

 Acknowledge the problem: Acknowledging the frustration and concerns in an important step in resolving the conflict. Acting immediately on the problem will avoid the negative impact to penetrate on to the workplace climate or culture.

 Be patient and take your time: It is important to get a clear understanding of the issues before you try to intervene. People often have very different perceptions of what has occurred. Understanding their perceptions will help you to focus on what is important to each person, and to find common ground.

10. They are as follows:  Community Services (complaints, reviews act and monitored) Act 1993

 Community Welfare Act (1987)

11. Report any unresolved conflicts, breach or non-adherence to standard operating procedure or any issues impacting on the right of our client or us to the supervisor, manager or employer as outlined by workplace policies.

12. To promote and model changes in the workplace, by following suggestions below:  By ensuring that the community services personnel understand the reasons for the change and the way that these changes will improve best practice.  By providing training and support to ensure that they can manage the change effectively.  Encouraging staff member 

Participating in training and a flexible and positive attitude towards changes and

understanding new practices and system within the work.

13.  Time sheet  Rosters  Client contact registers including calls meeting records  Food safety information  Organization policies and procedures  A multitude of organizational standard form

14. To contribute to continuous improvement in our workplace, it is necessary to identify and voice improvements in work practices, seek feedback and advice from right people on all areas of work, promote model changes to improved work practice and procedures. It is really

necessary to continually improve in organization planning, commitment policy, controlling and directing. 15. Seek advice from in relation to improving our skill and knowledge are supervisors, colleagues, managers, human resource department, internal trainers, external trainers, specialist’s department and doing research from reliable sources to up skill youself.

16. I could speak to manager or supervisor and other training institutions in relation to accessing options for skill development and training.

17. a. Confidentiality means keeping a client’s information between you and the client. You are not to make a client’s information available to anyone else unless they are involved in their care. This includes; family, friends, colleagues and anyone else you may be talking to. It can be: Name, date of birth, age, sex and address, current contact details of family, guardian, etc., Bank details, Medical history or records, Personal care issues, file progress notes. Likewise, Privacy laws regulate the handling of personal information including health information through enforceable privacy principles. On the other hand, the legal duty of confidentiality obliges health care practitioners to protect their patients against the inappropriate disclosure of personal information without the permission of the patients.

b. Discrimination happens when a person, or a group of people, is treated less favourably than another

person

or

group

because

of

their

background

or

certain

personal

character.Employers and their employees are legally obliged to uphold the human rights

standards set out in a number of federal laws. Some of these human rights standards are Disability discrimination, Human rights and equal opportunity, Race discrimination and Sex discrimination.

c. Duty of care is one’s legal obligation to take reasonable care to prevent other from being harmed. This means that if a worker identifies something that could reasonably be considered to be at risk then that employee must in response to take reasonable action to eliminate the risk. The responsibilities of duty of care extend from workers to employers and even beyond the organization that they work within. d. Mandatory reporting is a term used to describe the legislative requirement imposed on selected classes of people to report suspected cases of child abuse and neglect to government authorities. Reporting laws of some description issuing defined by jurisdictional legislation and regulatory requirements. Issue specifically identified by under organizational policies. Protection of children and other identified to be at risk. The law also requires service providers to report missing residents in certain circumstances. These legal requirements ensure that these affected receives timely help and support. The person to whom the report is made has a legal obligation to investigate and take action and advice the person making report.

e. When working with clients, we may require the services of an interpreter. This may be in the form of professional person or possibly a family member or friend who can correctly relay the desired information. To overcome communication difficulties across cultural and linguistic bonds may be achieved by using Professional interpreters, Bilingual health care staff and Telephone interpreter services. In order to maintain the highest standards of care, it is essential that staff should be aware of the appropriate uses and restrictions surrounding the communication aids of their clients, as inappropriate use may be detrimental rather than helpful.

f.

Informed consent is the process by which the treating health care provider discloses appropriate information to a competent patient so that the patient may make a voluntary choice to accept or refuse treatment. It originates from the legal and ethical right the patient has to direct what happens to her body and from the ethical duty of the physician to involve the patient in her health care.

g. Policies and procedures provide valuable information about how the work should be done. Community service workers are often required to make decisions according to the ethics and philosophies of their organization. Behaving in a way that is ethical and adhering to the policies and procedure of the organization are a good starting point for providing high standards of care for the client. All workers need to be aware of their responsibilities and the boundaries of their work role. It is responsibility of management to develop policies and procedures which reflect the values, objectives and purpose of the organization. Whilst management also have the responsibility to introduce staff to the policies and procedure, particularly to the new worker at the time of induction, it is the responsibility of the worker to familiarize themselves with the relevant information and ensure they comply.

h. Staff have duty of care to be taken responsible step to present reasonably injury to children and young people under the care. This includes taking reasonable step to protect their safety health and well-being. It has duty of care to ensure child safety, your organization may allow a failure to provide staff with effective in child protection matters.  Must be able to present working with children check  To take part in child care study by means of family gathering  To be able to have 24/7 child protection study monitored and evaluated  To be familiar with their child’s safety worker and know his/her contact details  To group the methods and conditions of each assessments of protection order their child is dealing with.

18. a. Reflecting is the process of paraphrasing and restating both the feelings and words of the speaker. The purposes of reflecting include allowing the speaker to hear their own thoughts and the focus on what they say and feel, to show the speaker that you are trying to perceive the world as they see it and that you are doing your best to understand their messages and encourage them to continue talking. Reflecting does not involve you asking questions, introducing a new topic or leading the conversation in another direction.

b. Summarizing involves taking the main ideas from a piece of text and rewriting them in your own words. A summary is significantly shorter than the original text and tends to give an overview of a topic area.

19. Confrontation an element of conflict where parties confront each other directly engaging one other in the course of dispute between. In other words, it is basically a state of conflict between two people or ideas and collaboration is a joint effort of multiple individuals or work groups to accomplish a task or project.

20. The potential constraints to effective communication are as follows:  Age  Disability  Literacy level  Emotional situations  Gender  Race...