CHCCOM005 Communicate and work in health or community services Learner Guide 1 CHCCOM005 Communicate and work in health or community services 2 Table of Contents Table of Contents...

CHCCOM005
Communicate and work in health and community services
Learner Workbook
    
Candidate Details
Assessment – CHCCOM005: Communicate and work in health or community services
Please complete the following activities and hand in to your trainer for marking. This forms part of your assessment for CHCCOM005: Communicate and work in health or community services.
Name:         ___________________________________________________________
Address:    _____________________________________________________________
        _____________________________________________________________
Email:        _________ ____________________________________________________
Employer:    _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person.
Signed:        ____________________________________________________________
Date:        ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:
This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Learner 1:    ____________________________________________________________
Signed:        ____________________________________________________________
Learner 2:    ____________________________________________________________
Signed:        ____________________________________________________________
Learner 3:    ____________________________________________________________
Signed:        ____________________________________________________________
Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your instructor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook. An explanation of demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
Performing a skill or task that is asked of you
Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
Performing a work based skill or task
Interaction with colleagues and/or customers
Your instructor will inform you of which one of the above they would like you to do. The demonstration/observation will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your instructor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate you can:
1. Communicate effectively with people
2. Collaborate with colleagues
3. Address constraints to communication
4. Report problems to supervisor
5. Complete workplace correspondence and documentation
6. Contribute to continuous improvement
Activities
Activity 1A
    Objective
    To provide you with an opportunity to use verbal and non-verbal communication to enhance understanding and demonstrate respect.
    Activity
    1. List three attributes of both verbal and non-verbal communication.
Verbal communication involves use of words, it can be only spoken and it can be arbitrary. Non-verbal communication includes attributes such as gestures, body language and it can be written.
2. Explain how and when you may use non-verbal communication
Non-verbal communication might be used while giving directions or pointing towards something.
3. Briefly explain Lasswell’s model of communication and how this differs with the Shannon and Weaver model of communication.
Lasswell’s model is also known as linear model of communication while Shannon and Weaver model of communication mentions noise in communication unlike Lasswell’s model.
4. How should you demonstrate respect in your communications at work in the health and community services?
Inculcating politeness, kindness and courtesy while communicating. Likewise, being a good listener and listening other person graciously could be presented as strategies to demonstrate respect in communication at work.
Activity 1B
    Objective
    To provide you with an opportunity to communicate service information in a manner that is clear and easily understood.
    Activity
    1. Give an example of a situation at work where you have communicated service information to another person. What was the information and how you made the information clear so this could be understood.
I had to inform my colleague that boss called him but he was far away fromm me. Therefore, I used gestures to paint a picture and he understood that boss called him.
2. How can networking help you within the workplace?
Networking at workplace can help in growing, learning new skills, referals, job leads, training and much more.
Activity 1C
    Objective
    To provide you with an opportunity to confirm the person’s understanding.
    Activity
    Case study
You are working in a nursing home as a formal caregiver. The client you are assigned to is William Kerr, who has hearing loss, reduced level of attention and repeated reports of falls. One of the prescriptions of Dr Stewart who is a neurologist in the nursing home is Falls Prevention Program. You were asked to inform Henry that he needs to attend the physiotherapy ward three days per week to participate in their Falls Prevention Program. You go to Henry’s room and explain that he needs to participate in the program due to the falls incidents that he experienced recently. Henry nods his head confirming that he understood what you meant. However, you know that Henry has hearing loss and reduced level of attention. Therefore, you need to use other strategies to ensure Henry has completely understood you. How can you confirm a person has understood you?
Facing directly towards Henry while talking and beginning the conversation directly with his name can ensure that he is being referred to. Further, making eye contact while speaking clearly, slowely and distinctly can allow individuals to read their gestures and make sure that the individual understood you.
Activity 1D
    Objective
    To provide you with an opportunity to listen to requests, clarify meaning and respond appropriately.
    Activity
    1. What are the methods of listening to the request of your clients?
· Allowing the client to speak without interruptions.
· Considering body language and reflecting gestures such as head nod.
2. What are reflection skills?
Reflection skills refers to the use of gestures or words reflecting that you actually understood or did not undersand the other person.
3. What is motivational interviewing?
It helps indivdiuals concerning resolution towards ambivalent feelings along with the insecurities to discover internal motivation, which facilitate change of behaviours.
4. Why should you use collaboration over confrontation at work?
Collaboration over confrontation allows all the parties to get involved and feel valued.
Activity 1E
    Objective
    To provide you with an opportunity to exchange information clearly in a timely manner and within confidentiality procedures.
    Activity
    1. What precautions can you take to ensure confidentiality is kept during communication. (at least four precautions)
· Communicating the client in private.
· Avoiding the use of client’s name rather, using business name or other code words.
· Disclosing deals or information concerning other clinets only to relevant individuals.
· Keeping personal records as well as documents in a secure place away from the reach of third party individual.
2. Briefly describe a situation where you have exchanged information in the workplace, provide details of the timeframes and the confidentiality requirements that were needed.
While closing the tenure between two clinets, there was something shady from the other client. Therefore, I had to disclose the dirty tricks to the receiving client in private without using any direct references and keeping the conversation private.
Activity 2A
    Objective
    To provide you with an opportunity to listen to, clarify and agree timeframes for carrying out workplace instructions.
    Activity
    1. What information should you retain when receiving instructions?
· Requester’s or involved individual’s name.
· Address, phone number or any other contact information.
· Description or the basic concept of information.
2. What information should you write down hen receiving a message?
Sender’s name, time along with the relevance to the receiver. Further, any specific information such as phone number, address and much more.
3. Case study- You are working as a new individual support worker in an aged care facility. You supervisor who is a registered nurse asks you to support Mary in balance recovery program. However, you have never been trained for this program. How do you communicate this with your supervisor to adhere ethical and legal considerations?
I would simply inform my supervisor regarding the fact that I did not receive the respective training. Further, without inforaming the individual seeking support, I would try to make my supervisor understand the critical aspects associated with balance recovery and it could be injurious for them.
Activity 2B
    Objective
    To provide you with an opportunity to identify lines of communication between organisation and other services.
    Activity
    1. Identify six types of support services that you may recommend a patient or client for their optimum services?
Telephone, emails, social media, live chat, video assistance and self-service or in-person service availability.
2. What types of service providers are there in the health care system?
Types of service providers include physicians, Pediatricians, nurses, assistance, care takers, gynaecologists, obstetricians, primary care providers and speciality care.
3. What three national subsidy strategies exist in Australia?
· Medicare
· Pharmaceutical Benefits Scheme
· 30% Private Health Insurance Rebate.
Activity 2C 
    Objective 
    To provide you with an opportunity to use industry terminology correctly in verbal, written and digital communications. 
    Activity 
    Make two examples of the following: 
 
· Workplace acronyms 
B2B – Business To Business.
CFO – Chief Financial Officer.
· Workplace abbreviations 
Ad – Advertisement.
Corp. – Corporation.
· Workplace slang 
Lit – Used to express something exiting or enjoyable
Arvo - Afternoon
· Workplace sociolect.
We went shopping / We went to the store
We are friends / We are partners
Aim to give two examples for each. For each example, give the term used and explain what it means or refers to. 
Activity 2D
    Objective
    To provide you with an opportunity to follow communication protocols that apply to...