LA020370 Ass1 Chccom 005 Ed3 done PDF

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CHCCOM005 Comm and work in health or community services...

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CHCCOM005 – Assignment

What you have to do The assignment for the unit CHCCOM005 Communicate and work in health or community services has 10 descriptive answer questions covering all the elements of this unit of competency.

Task 1 – Questions Question 1. a. What do you understand by verbal and non-verbal communication? Verbal is speaking, non-verbal is facial expressions, sign language and body language.

b. List at least 5 points that could be done to improve communication within a healthcare sector.     

Give workers more rest breaks so they don’t become ‘burnt out’ Clarify points if you are unsure of what the deliverer is saying Remove extraneous steps in communication lines Ensure the listener is of the same level when using ‘jargon’, if they are not, explain fully Never assume someone knows something

Question 2. What is effective listening and how it can be used to communicate better with people from a health services background? Effective listening is actively absorbing the information given to you by another person, showing that you are listening and interested, and providing feedback so that he or she knows the message was received. This can be used with people from a health services background by paying attention to what they are saying, approach the situation with an open mind and adapting your responses accordingly.

Question 3. Explain the areas in which you would take care of the confidentiality procedures while dealing with people from health or community services backgrounds.

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Strict confidentiality would be observed in all dealings, ensuring any information provided was permitted by interested parties, even checking electronic and physical records for permissions.

Question 4. List the main strategies to collaborate with colleagues at the workplace. Create a positive work environment, where someone does not get stuck doing all the work Create an inclusive work environment, you never know what someone knows. Ask for input, acknowledge it and if it assists the team, thank them. Make meetings effective. Prepare effectively, outlining the agenda, what needs to be brought to the meeting and actively listen to all participants. Prioritise process and accountability. Give everyone a workflow document or directive. This way they are aware of where to go for direction or assistance. Work together when things go wrong. Get together 1-on-1 to discuss the error/issue, find the misunderstandings, if you disagree about an objectives priority – still commit to working on it, work collaboratively and be self-accountable.

Question 5. a. What are the barriers in effective communication? Background noise is an obvious barrier. Emotional ‘noise’. Language. Lack of non-verbal communication. Talking too much. Lack of enthusiasm.

b. Explain the strategies to address constraints to communication in the workplace. If you are in a busy work environment, with lots of background noise and cannot communicate effectively – take the discussion to a quieter room. If this is not an option, try written communication, which does not rely on sound. Where someone is upset, angry, sad they are not focussed on communicating. NEVER say Calm Down. Use body language such as an ‘open face’ expression to show you are paying attention. Try to note salient points for clarification. Someone may speak another language then yours. If you cannot understand them, find out what language (use Google translate if you have to), be aware of teammates second languages and ask them for assistance. Be aware that you may not be interested in an issue, situation or project but that you will get your turn and will want others to be involved in yours. Pay the same amount of attention to others as you would like paid to you.

Question 6. List all the legal and ethical requirements and guidelines that you need to work in compliance within your current role of work. Currently, I am a Travel Agent. I have to legally follow IATA and AFTA industry specific guidelines and State and National Sales Acts. Ethically, I have to be 100% clear about costs for products and services rendered.

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Question 7. Explain the process of raising an issue with the supervisor related to any breach to standard procedures, laws or any issues impacting on achievement of employee, employer and/or client rights and responsibilities. Take notes on the issue, when and where it took place. If there are any witnesses, persons involved or impacted. Check workplace resolution documentation for workflow. Request private meeting. Outline concerns with evidence. Offer any suggestions for resolution.

Question 8. Explain the process of resolving a conflict in the workplace. Prove an example of how you have witnessed or managed a conflict situation at your workplace. 1. 2. 3. 4. 5. 6.

Clarify the problem. Establish a common goal for both parties. Discuss ways to meet the common goal. Highlight any potential barriers to resolution. Come to agreement for best way to resolve problem. Record mutual acknowledgement of solution and what is required by each party to attain the desired outcome.

Whilst working at Lifetime Care & Support Authority (LTCSA) I was getting frustrated with another employee who I felt was not doing their job and being obstructive to my role. I went to a supervisor and discussed my frustrations and beliefs. The supervisor met with the other worker and asked why they were not performing their role. It was discovered that they had dyslexia. We brainstormed ways for the other worker to perform her tasks, they submitted to a Performance Review Management Plan and a successful result was achieved and recorded at approximately the three month mark.

Question 9. a. Name at least five workplace documents that you have used at your current or previous workplace. Have you completed those documents manually or electronically? EAP – Employee Assistance Program documentation. Used the direct and private call line. This document was both manual and electronic. Write-off – Electronic document for errors in work tasks that have client and financial impact. Outstanding service nomination – Electronic form to acknowledge outstanding teammate service. OH&S assessment – Electronic form used to request assessment and workplace fitout of ergonomic equipment. Fire Safety – Manual form used to evaluate fire safety standards are being upheld.

b. Explain what you understand by digital media communication and why do organisations need to have a policy or guidelines in place for staff in using this kind of communication method.

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With the rise of multiple platforms for electronic communications an organisation needs to have a policy or guidelines to ensure they are used appropriately (or not at all, depending on the situation) so there are no breaches of privacy and confidentiality.

Question 10. a. List the core areas within a health care industry that you would look for identifying and voicing improvements in work practices. Reception spaces: Is it too close to ensure privacy? Is there the potential for persons giving information to be overheard by those that are not meant to? Workplace common areas: Should workers discuss patients in this area? If yes, how much detail. Documentation: Are all workflow steps being covered to ensure compliance?

b. For your self-development, from whom would you seek feedback and advice from on areas for skill and knowledge development? I would seek feedback from my co-workers, to ensure I am communicating effectively. For skills and knowledge development I would seek feedback initially from co-workers with more experience, then I would approach supervisor or management for opportunities of learning.

Checklist I have:

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answered all questions in the space provided

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clearly identified my answers

L A0 2 0 3 7 0As s i g n me n t CHCCOM0 0 5 , Ed3 ©Ne wSo u t hWa l e sT e c h n i c a l a n dF u r t h e r Ed u c a t i o nCo mmi s s i o n , 2 0 1 6( T AFENSW–WSI ) , Ar c h i v ev e r s i o n2 , Se p t e mb e r2 0 1 6...