CHCCOM005 Communicate and work in health or community

services
Student Name: samanpreet kaur

Student ID No: icac200836

Unit Code and

CHCCOM005 Communicate and work in health or community services
Name:

Due Date of
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Submission:

Actual Submission
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date:

Extension date: Click or tap to enter a date. ☐Not Applicable

☒Student ☒Case Study/ ☐ Observations ☐Oral ☐Other

Type of
Questions scenarios questions
assessment [Tick]

DICUSSIONS HELD [ Tick]

Nature of Assessment

☐Summative Assessment or ☐Formative Assessment

☐Purpose
☐Context
☐Evidence gathering method
☐Location

STUDENT ACKNOWLEGEMENT

✓ I acknowledge that I have submitted all assessments in this unit of competency and they are my
own work.

✓ I have not copied any of my answers from others. I have read ALACC plagiarism policy and
agreed to abide by this policy.

✓ Other if any:

Student Signature samanpreet kaur Date 07/09/2020

FEEDBACK SECTION

© Australasian Lawrence Aged Care College Pty. Ltd. T/AS ALACC Health College Australia

Level 1/169 Plenty Road, Preston, VIC 3072

t (03) 9480 4445 / (03) 9484 5081 m 0404 000 993 w website: www.alacchealth.edu.au

ABN: 49 122 509 602 CRICOS NO: 02933E RTO 21872

2020-01
Page 3 of 14
 CHCCOM005 Communicate and work in health or community
services

Assessment ☒ 1 ☒ 2 ☐ 3 ☐ 4
☐ Other

Assessor comments: Click or tap here to enter text.

Students Comments: Click or tap here to enter text.

ASSSESSMENT OUTCOME

Assessor Comments: Click or tap here to enter text.

Final Assessment
☐ C / NYC
Result

STUDENT DECLARATION

☐ I declare that I have received a fair, valid, reliable and sufficient feedback for my performance.
[Tick]

☐I have received the feedback and outcome of the assessment: ☐ Yes ☐ No [Tick]

Student ID Click or tap here to enter text. Date Click or tap to enter a date.

Student feedback:
Click or tap here to enter text.

Student Click or tap here to enter text. Signature Click or tap here to enter text.

© Australasian Lawrence Aged Care College Pty. Ltd. T/AS ALACC Health College Australia

Level 1/169 Plenty Road, Preston, VIC 3072

t (03) 9480 4445 / (03) 9484 5081 m 0404 000 993 w website: www.alacchealth.edu.au

ABN: 49 122 509 602 CRICOS NO: 02933E RTO 21872

2020-01
Page 3 of 14
 CHCCOM005 Communicate and work in health or community
services
Name

ASSESSOR DECLARATION

I have ensured that this assessment [Tick]

☐Complies with the assessment requirements of the relevant training package or VET accredited
course; and have conducted in accordance with the Principles of Assessment
☐Fair
☐Flexible
☐Reliable

☐And Rules of Evidence gathering,

☐Valid
☐Sufficient,
☐Authentic
☐Current

Feedback provided to the student [Tick] ☐ Yes ☐ No

Re-assessment Required [Tick] ☐ Yes ☐ No ☐ Not Applicable

Reassessment evidences collated [Tick] ☐ Yes ☐No ☐Not Applicable

Assessor Name: Click or tap here to enter text. Date:Click or tap to enter a date.
Signature: Click or tap here to enter text.

© Australasian Lawrence Aged Care College Pty. Ltd. T/AS ALACC Health College Australia

Level 1/169 Plenty Road, Preston, VIC 3072

t (03) 9480 4445 / (03) 9484 5081 m 0404 000 993 w website: www.alacchealth.edu.au

ABN: 49 122 509 602 CRICOS NO: 02933E RTO 21872

2020-01
Page 3 of 14
 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions
FORMATIVE ASSESMENT

Multiple choice questions PLEASE CLICK AND SELECT THE CORRECT ANSWER

☐a) Verbal communication methods

Facial expressions and body language are ✓ b) Non-verbal communication methods

examples of:
☐c) Speaking

☐d) Listening

☐a) Make and keep eye contact

☐b) Match and mirror each other in posture

To help establish rapport with a person you
could: ☐c) Show disinterest

✓ d) Both a) and b)

☐a) Refer to another colleague

☐b) Refer to another service

If communication breaks down with a person
you could: ☐c) Ignore the person’s opinion

✓ d) Both a) and b)

☐a) Be regularly reviewed to ensure their

effectiveness

☐b) Not be regularly reviewed as this is never

To ensure information is passed on to
necessary
colleagues and people using your services,
channels of communication should: ☐c) Remain effective so that networks are
maintained between people

✓ d) Both a) and c)

☐a) Appropriate to the audience’s needs

☐b) Delivered within an appropriate timeframe

When presenting information to a person or a
group of people, the information should be: ☐c) Delivered in a hap-hazard sequence

✓ d) Both a) and b)
CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions

☐a) Ignore the person’s feelings and emotions

If you were working with a person who showed
signs of anger and frustration, this could be a
barrier to communication. In this instance you
could:
✓ b) Identify the areas of mistrust or conflict and
try to resolve them
☐c) Tell them they have an unreceptive attitude and
that you can’t help them

☐d) All of the above

 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions

SUMMATIVE ASSESSMENT

Student questions, PLEASE WRITE YOUR ANSWER IN THE SPACE BELOW

a) What are the principles of effective communication?

b) List three (3) attributes of verbal and nonverbal communication that you may implement to enhance
understanding and demonstrate respect.

active listening
build trust
be clear
Stay Organised.
use stories

Verbal communication:
spoken words
volume ( volume should be in limit not too much high)
speed ( pace on speed so people can understand easily)
non-Verbal communication:
Body language
Gestures/sign language
Facial expressions
Written words
Using images or graphics

Reflect a situation at work where you have communicated service information to another person.
a) Give details of the communication and how you made the information clear so this could
be understood.
b) How you confirmed the person has understood you?
a) What requests you listened and responded to?

For example: storing the client’s name, date of birth or address. We have to repeat our words again so the client
understand properly and if their any mistake in spelling so he can tell us

Always use simple words or language. If we use heavy language or medical terms used then its hard for person to
understand.

As person cleared his last name and middle name is different so need to put separate, I responded him politely
that I got it and changed his name.

Give five (5) examples of medical terms that you are required to correctly use in written, verbal and digital
communication.

• Brachi/o – Arm.
• Cardi/o – Heart.
• Cyt/o – Cell.
• Derm/a, derm/o, dermat/o – Skin.
• Encephal/o – Brain.
• Gastr/o – Stomach.
• Hemat/o – Blood.

a) Who would you refer unresolved conflicts and issues impacting on achievement of employee,
employer and/or client rights and responsibilities?
b) What communication protocols apply in your interactions with them.
 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions
a) with supervisor need to refer unresolved conflicts. The supervisor is someone we will have to provide
reports to on a regular basis.
b) Address a person by their preferred name, not 'dear' or 'love'.
Tell a person what you are doing or going to do.
Focus full attention on the person and make eye contact.
Talk to a person, rather than about them to others
Accept a person’s feelings
Accept a person’s feelings

Give an example of the following:

a) Early signs of potentially difficult or complicated situations
b) A potential cultural constraint to effective communication
How will you address these?

a) Anger
Inappropriate communications
Repetitive disagreements.
Loss of trust.
Body language

b) Different cultures have different meaning of words, behaviours and gestures.

We will use verbal and non verbal communication strategies.

How can you comply with your legal and ethical responsibilities? Give two (2) examples of problems that need
to be reported to the supervisor?

The main difference between legal compliance and ethical responsibility is that the legal compliance is bound to
obey whereas the ethical responsibility is a choice. Ethical responsibility refers to the responsibility to follow the
code of ethics of a certain organisation, institute, society, etc. Ethics are the moral codes that are followed by
people in a certain country, society, organisation, company, etc.
unlawful sexual contact
unreasonable use of force

Give six (6) examples of digital media used in community services and health sector. How will you ensure
they are used in an adequate manner?

Social media network such as:

ipad, television, mobile smartphones, youtube, google hangouts, Laptops and depending on need. The server can
acquire and deliver content securely over wired or wireless methods, including satellite.
It will help us in providing effective documentation to other staff members. It is easy to save the documents in
digital rather than paper work. It is secure and safe.

A patient/client has visited your service to ask for assistance with a healthcare matter, for example, they
require additional medication or have requested to see a specific worker. They are displaying signs of
stress/agitation and have requested a quick response.
Provide an account of this below in a clear manner, for passing to the appropriate person.

Firstly, I will call to supervisor to inform this situation. If its emergency then I will press emergency button so that
Supervisor can come immediately.

Identify a change in your organisation that you could promote /model to improve work practices and
procedures.

The roles of management and HR during major change initiatives

legal and global considerations in managing change
Improving employee skills
boosting trust between management and employees
 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions
improving employees’ understanding of change

How can you ensure own skill and knowledge development?

Get training. Attend a workshop, take a course

Get feedback.
Assess progress
identifying areas where need improvement and areas for continued growth.

Briefly outline your understanding of the following legal and ethical considerations relating to communication:

Translation
The translator must respect, confidentiality and privacy of the information contained in all documentation provided
by the client for the purpose of translation. Legal and ethical communication is essential to companies to ensure
truthful, accurate and morally-correct decision making.

Informed consent
duty of care
The law of informed consent remains ineffective at resolving patient comprehension issues primarily because
differing interpretations exist regarding who is responsible for the duty to inform.Health care personnel should
rewrite typical consent forms in simpler terms, use larger print, and create duplicate copies. If patients are given
copies of the permits they sign, the can reread the forms at home when they are more comfortable.

Child protection including duty of care when the child is not the client, indicators of risk and adult
disclosure
▪ pressure or threats from the perpetrator;
▪ relationship to the perpetrator;
▪ expected consequences of telling (e.g., physical injury/death, family separation, parental distress)
▪ pressure from the child's family;
▪ fear of negative reactions from parents or family;
▪ fear of not being believed;
▪ feelings of embarrassment, shame and self-blame;

Give an example of when you will use the following communication techniques:

Open ended questions

Did I leave anything out?
Did I misunderstand anything?
Tell me about your relationship with your supervisor.
Are you happy with your experience with us?
How would you describe your experience with us?
How can we help you find what you are looking for today?

Affirmation
I am confident
I believe in myself
I am a successful person

Reflection
Mirroring is a simple form of reflecting and involves repeating almost exactly what the speaker says. If the speaker
is verbally expressing a feeling, the listener is reflecting those feelings back to the speaker in the listener's own
words.

Summary
Summarising is defined as taking a lot of information and creating a condensed version that covers the main
 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions
points. An example of summarising is writing a three or four-sentence description that touches upon the main
points of a long book.

What is the difference between motivational interviewing and coercive approach?

Motivational interviewing asks open-ended questions, which help the individual identify why they want to change
their own behaviour. A coercive approach involves forcing a person to do something, such as change a behaviour.

Why should you use collaboration over confrontation at work?

Collaboration is the process of two or more people work together to complete a task. It requires leadership. The
advantage of collaborating is that make all the parties involved in the dispute feel valued and understood.
collaboration is must at work over the confrontation because people can work together and share their views with
each other.

What is your understanding of rights based service delivery?

It means that individuals and communities should know their rights. They should be fully supported to participate
in the development of policy and practices which affect their lives and claims rights where necessary.

What is the importance of grammar, speed and pronunciation when using verbal communication?

Grammar helps enhance accuracy.

proper use of grammar is a sign of respect, both for speakers and listeners.
It requires motivation to take in what others are saying and being sensitive to their speech patterns and the speed,
and intonation of their speech.

What sources of information are available in your workplace? Give two (2) examples.

Public libraries may be able to get items by inter-library loan.

information on the different types of aged care services

Reflect on organisation’s structure and different models to support optimum client service. Briefly outline your
understanding of the
a) different roles and responsibilities of team
b) characteristics of multi – disciplinary teams and how they are used
c) relationships between different members of the health and community service workforces
d) role of support services

a) taking blood tests.

checking your blood pressure.
changing wound dressings.
caring for you catheter.

b) Multidisciplinary teams convey many benefits to both the patients and the health professionals working on the
team. These include improved health outcomes and enhanced satisfaction for clients, and the more
efficient use of resources and enhanced job satisfaction for team members.

c) Provides information and assistance to our industries and industry partners

• Provides advice to Government
• Supports innovative workforce development strategies
• Brokers quality professional development

d) provide emotional and psychological support.

help with any relationship issues might be experiencing with the person.
offer advice for managing challenging situations or behaviour.
 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions

Student Declaration

I have read the plagiarism policy and declare that this is my own work.

Name: Click or tap here to enter text.

Signature:Click or tap here to enter text. Date: Click or tap to enter a date.

Student Feedback
Please provide your feedback for the following :

Did you find the questions relevant to the topic?

Click or tap here to enter text.

Did you find the question provided you with more knowledge and skills and understanding the specific topic?

Click or tap here to enter text.

Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?

Other:
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Assessor Declaration

I declare that I have assessed this trainee in the above unit of competency.

I also declare that the assessment was fair, valid, reliable and consistent.

Name: Click or tap here to enter text.

 CHCCOM005 Communicate and work in health or community
services
Assessment 1: Student Questions

Signature: Click or tap here to enter text. Date Click or tap to enter a date.
CHCCOM005 Communicate and work in health or community
services
Assessment 2: Case study/ scenarios
CHCCOM005 Communicate and work in health or community
services
Assessment 2: Case study/ scenarios
Student Declaration

I have read the plagiarism policy and declare that this is my own work.

Name: Click or tap here to enter text.

Signature:Click or tap here to enter text. Date: Click or tap to enter a date.

Student Feedback
Please provide your feedback for the following :

Did you find the questions relevant to the topic?

Click or tap here to enter text.

Did you find the question provided you with more knowledge and skills and understanding the specific topic?

Click or tap here to enter text.

Did you:
☐ get support to complete this unit
☐ the information provided in the classroom helpful
☐ the learning resources were valuable in searching responses to the questions?

Other:
Click or tap here to enter text.

Assessor Declaration

I declare that I have assessed this trainee in the above unit of competency.

I also declare that the assessment was fair, valid, reliable and consistent.

Name: Click or tap here to enter text.

Signature: Click or tap here to enter text. Date Click or tap to enter a date.
CHCCOM005 Communicate and work in health or community
services
Assessment 2: Case study/ scenarios