Shyna Assessment 2

CHCCOM005 Communicate and Work in Health or Community Services
Name: Sunita Mehmi ID: 10759
Assessment Task 1 – Questioning

1. Why is it important for health services assistants to use verbal and non-verbal communication to enhance
understanding and demonstrate respect?
verbal Non verbal

Verbal communication includes interaction through Non verbal communication means to interact through:
Words which may be :  Body language
 Written  Sign language
 Spoken  Facial expression
 Graphic images representation
 Pictures
 Cue cards
 Paper based
Importance of verbal non verbal communication:

i) To share the information correctly.
ii) To interpret the idea of conversation in professional way.
iii) To exchange appropriate information.
iv) To facilitate the client in understanding the details of policies and procedures.
v) To make the client feel acknowledged.
vi) To make a healthy open environment for clients to feel like the place they belong to.
2. Explain the importance of each of the following in verbal communication:
a. Grammar.
b. Speed.
c. Pronunciation.
Grammar Speed Pronunciation
Grammar used in Proper speed of the words you Pronunciation should be clear and
communication makes it say can affect the whole perceivable by everyone. As it
 Effective communication process with ensures:
 Prominent someone to get the idea of the  Understanding the concept
whole idea of communication.  Convey message effectively
and
 Facilitating further
 Understandable.  For instance, if someone
communication
from another country have
strong accent, you cannot
listen to them properly as
we need time to perceive
everything the other
person is saying.
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3. With regard to non-verbal communication, briefly explain:
a. When it should be used?

b. How it should be used?
c. How to recognise when it is being used by others?
Non verbal communication
When it should be used How it should be used How to recognise it

 When we want to  It should be used  It may be recognised by
interact with anyone. continuously. watching others’
 It can be used  It should be used in a movements and
constantly. manner conscious of the behaviour.
subtle messages being
communicated.
(Reference: CHCCOM005 PPT.pptx page no.7)
4. Explain why it is important that health services assistants communicate information in a manner that is clear and
easily understood?
 To reduce misconception of the concept.

 To clarify effectively and easily.
 To minimise confusion.
 To express all information in a well defined manner.
 To make the client comfortable with the communication.
 Reduce awkwardness.
 Reduce conflicts between client and organisation.
 Our voice can interpret our emotion.
 Ensures professionalism.
5. Health services assistants should confirm that a person understands the message they are communicating.
Briefly explain why?
 To avoid conflicts.
 To maintain Proper understanding.
 Follow instructions do the task properly.
 To follow policy procedure of organisation.
 To ensure duty of care.
 To prevent misconception among the client and organisation.
6. Why is it important for health services assistants to listen to requests, clarify the meaning of requests (where
required) and respond appropriately to requests?
 To do job properly
 Provide quality information.
 Keep them safe.
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 Reduce health risk incidents.
7. Describe, in your own words, why health services assistants should exchange information:
a. Clearly?
b. In a timely manner?
c. Within confidentiality procedures?
Clearly Timely Confidentiality

 To avoid  To stay up to date.  It is a legal requirement.
misunderstanding.  To do job promptly.  It is Clients right.
 Ensure professionalism.  Ensuring work done  It is our responsibility.
 To receive information within time frame.
exactly as required.  To make you reliable in
front of client.
8. Explain why health services assistants should listen to, clarify and agree on timeframes for carrying out
instructions in the workplace.
 To prevent mistakes.
 Do job effectively
 Pass message correctly.
 To meet the expectations of workplace.
9.
a. Describe why it is important for health services assistants to use industry terminology correctly in verbal, written
and digital communications?
The use of industrial terminology correctly in every formal communication is important because:
 To make the conversation understandable for professionals.

 To ensure proper addressing of conflicts,
 To make progress notes.
 To avoid misconception of idea.
b. In the following table is a list of terminology commonly used in the health and community service sector? Write a
brief sentence using each term correctly and provide an example:
Answer to this question is on book page no.8and 9.
(Reference: CHCCOM005 PPT.pptx page no.9, 10, 11, 12, 13)
10. In your own words, state why health services assistants must follow communication protocols (e.g.
guidelines, policies, procedures) that apply to interactions with different people and different lines of
authority?
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Health service assistants must follow the communication protocols because:
 To make the communication compatible with organisational policies.

 To make certain that the communication is within the organisational order.
 To make the communication put together according to organisational guidelines.
11.
a. What are some of the early signs of potentially complicated or difficult communication situations? Give
three (3) examples.
 Misunderstandings
 Emotionally-charged situations
 Patients who are ‘difficult’, abusive, non-compliant
 Sensitive topics (e.g. palliation, death, etc.)
 Impairments to communication (e.g. language, disability, etc.)
 Cultural differences
b. Why should health services assistants report these early signs of potentially complicated or difficult
communication situations, according to organisation procedures?
Health assistants should report early signs of potentially complicated communication situations according
to organisation procedures:
 To maintain the respect of policy procedure.

 To follow Duty of care.
 To decrease the quantity of future accidents and miss happenings.
 So that Early intervention can be taken to avoid further damage.
12. List three (3) constraints to effective communication. Then, for each, give one (1) communication
strategy or technique you may use to resolve this constraint and promote effective communication.
 CONSTRAINTS TO EFFECTIVE COMMUNICATION: language, disability, highly-emotional situations,

use of jargon in the medical context, distance, cultural diversity, gender differences, status
differences,
 COMMUNICATION STRATEGIES: Communication aids (e.g. telephone, language book, translator,

diagrams, etc.), verbal communication techniques (e.g. speaking clearly, using correct grammar /
pronunciation, slowing speech, using simpler words, etc.), non-verbal communication techniques
(e.g. ensuring congruency of body language, open body language, gestures, eye contact, etc.).
(Reference: CHCCOM005 PPT.pptx page no.16,17)
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13. Identify three (3) examples of communication skills which may be used by a health services assistant to
avoid, defuse or resolve conflict situations.
 Be an active listener. Show respect towards the speaker by attentively hearing them.
 Talk to the client face to face by making appropriate look into eyes.
 Don’t push the client to speak up or give immediate response to you.
 Speak in clear and pleasant voice.
 Don’t engage in arguments with clients.
14.
a. Provide one (1) example of a legal responsibility with which a health services assistant must comply.
 Privacy and confidentiality
 Duty of care ‘mandatory reporting
 Infection control
 Occupational health and safety (OHS)
 Accident and incident reporting
b. Provide one (1) example of an ethical responsibility with which a health services assistant must comply.
 Beneficence – to do good
 Non-malfeasance – to do no harm
 Respect for autonomy
 Fairness
 Truthfulness
 Justice
c. If a health services assistant encounters difficulties in complying with their legal or ethical
responsibilities, why should they discuss these difficulties with their supervisor?
 To make it clear with regard to policies.

 To do job properly within procedures of facility.
 To get Proper guidance from supervisor as they are more experienced.
5
15.
a. Explain why it is important for a health services assistant to refer any breach or non-adherence to
standard procedures, or an adverse event, to appropriate people.
 Reporting such issues to appropriate people is both a legal and ethical requirement,
 This helps to facilitate an appropriate response to the issue.
b. Identify and list who the ‘appropriate people’ are that a health services assistant should report a breach
or non-adherence to standard procedures or an adverse event to? Give three (3) examples.
 Supervisor
 Supervisor’s supervisor
 Service manager
 Department of Community Services (as per mandatory reporting legislation)
 Senior colleagues
16.
a. Briefly state why a health services assistant should refer issues impacting on other’s rights and
responsibilities?
 It is legal and ethical liability to refer these issues to higher authorities.
 This will also helps to conquer the situation without any delay.
 This facilitates the well being of the client.
b. To whom might a health services assistant refer issues impacting on others’ rights and responsibilities?
Give three (3) examples.
 Supervisor
 Supervisor’s supervisor
 Service manager
 Department of Community Services (as per mandatory reporting legislation)
 Senior colleagues
 Dept of justice : e.g. Department of health, Aged Care Quality and Safety Commission
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17. In your own words, briefly explain why a health services assistant should refer unresolved conflict
situations to their supervisor.
 To prevent further conflicts in near future.

 To protect yourself from any trouble.
 Maintaining organisational standard procedures.
18.
a. Provide three (3) examples of techniques a health services assistants can use to complete
documentation according to their legal requirements and organisation procedures?
 Ensuring documentation is legible, signed, dated

 Ensuring documentation is contemporaneous
 Ensuring documentation is accurate, complete, unaltered
b. State why it is important for health services assistants to complete documentation according to their
legal requirements and organisation procedures?
 To maintain the information of client confidential and private.

 To make it easily understandable by other concerned persons of the organisation.
 To make the documents systematic and easily accessible.
 To avoid trouble by reporting incidents fairly.
19. Identify why health services assistants must read workplace documents relating to their role, and
clarify their understanding of these documents with their supervisor if required?
 To do job properly according to their organisation.

 Follow instructions properly in the integrated care plan.
 It is their ethical and legal responsibility.
 To follow duty of care.
20. Briefly state how health services assistants can complete written and electronic documents to
organisation standards? Note one (1) example.
 All the records should be done on the same day for early action and date wise.
 Follow the instructions particular related to organisation like using of particular colour pen, particle
soft copy type etc.
 Make written documents signed.
 All electronic records should be kept in password protection.
 Written documents should be kept in double lock.
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21. Give three (3) examples of organisation communication policies and procedures for using digital media
in the health and community services sector.
 No social media at work policy.
 Policies preventing employees from ‘socialising or interacting’ clients on social media.
 Using social media for professional development opportunities
 Not sharing private, confidential information on social media (e.g. posting patient photographs).
 Not advertising services on social media.
22. Why should health services assistants use clear, accurate and objective language when documenting
events?
Using clear, accurate and objective language when documenting events ensures that the record of events
is
 Clear,
 Unbiased and
 Easy to understand,
That there are no judgements of the client, that there are no unfounded conclusions, and that
there are no opinions expressed (allowing the reader to form their own view).
23. Briefly define and explain the following legal and ethical considerations relating to communication:
Privacy, confidentiality and Health and community services have a legal and ethical responsibility to
disclosure ensure the privacy and confidentiality of their clients, colleagues, others
attending their service and the service it. This includes, for example,
ensuring that records are kept safe (e.g. in a locked filing cabinet),
ensuring that records are only shared appropriately and with relevant
people, ensuring that records are shared with the consent of the client,
ensuring that records are not discussed in public spaces (e.g. tea-
rooms), informing clients of what is done with the records the service
collects, and only using records about a client in a way that is reasonable
/ expected, etc
Discrimination Discrimination refers to the unfair treatment of someone on the basis of
an aspect of difference – such as sex, race, age or other category. A
person may discriminate against another in communication either
directly (e.g. by labelling or name-calling) or indirectly (e.g. by excluding
someone from a conversation).
Duty of care Duty of care is owed – in legal and ethical terms – to any person who
may be affected by a health and community services worker’s actions,
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advice or omissions. If this results in damage, a health and community
services worker may be deemed negligent and responsible for civil and
criminal legal action.
Mandatory reporting This means we are legally and ethically required to report situations of
actual or suspected abuse to appropriate authorities (usually the
relevant government department). A worker must have ‘reasonable
grounds’ and ‘reasonable suspicion’ on which to base a report of abuse;
they are not obliged to ‘prove’ the abuse has taken / is taking place.
Translation Translators or interpreters are useful in assisting with communication
with people who speak English as a second language. Professional
translating and interpreting services (often via the telephone), with
trained professionals bound by privacy and confidentiality legislation,
should be employed.
Informed consent Informed consent means that patient is provided with sufficient
information (including relevant benefits and risks) to make an
appropriate decision about whether to go ahead with the proposed
examination or procedure.
Work role boundaries Work role boundaries (including responsibilities and limitations) are
(responsibilities and limitations) defined by a person’s scope of practice. Scope of practice refers to
providing the level of care you have been trained and deemed
competent to provide.
(Reference: CHCCOM005 PPT.pptx page no.26, 27, 28, 29)
24.
a. What is ‘conflict of interest’?
 Conflict of interest refers to circumstances during which an individual makes decision for their own
good and don’t consider others ideas. It usually happens in an organisation when any individual
doesn’t agree with the ideas or provisions of the organisation.
b. What is ‘ethical decision making’, and why should health services assistants use ethical decision making
to resolve conflict of interest situations?
 Ethical decision-making involves using the ethical principles to balance competing choices when
choosing among alternatives.
Ethical decision-making can assist in finding the best resolution to a conflict of interest situation –
that is, one which effectively balances the interests of a person with the interests of their
organisation or their client.
25.
a. Briefly define and explain the following principles of effective communication:
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Open-ended questions Open-ended questions are designed to elicit a full and meaningful answer, rather
than just a ‘yes / no’ response.
Affirmations Affirmations are positive thoughts and statements which seek to offer emotional
support and encouragement
Reflections Reflection involves looking back on practice (including communication) to
identify what was done well, and what could be done better next time.
Summaries Summarising involves making a brief statement covering the most important
points.
b. In your own words explain the difference between motivational interviewing and a coercive approach.
Motivational interviewing Coercive approach.

 Motivational interviewing means motivating  Coercion means compelling a client to the
a client to perform a task to get desired task to get desired outcome by using
outcome which is beneficial for them. inaccurate ways.
c. Explain the difference between collaboration and confrontation.
Collaboration Confrontation
 The deed of doing work together to get  involves hostility, arguments and conflict
desired result is called collaboration. between opposing parties.

26. Add the following labels to this simple communication model:
Answer to this question is on the book page no.12.
27. List five (5) modes or types of communication.
 Face-to-face
 Text, written
 Video, audio
 One-way versus two-way
 Verbal
 Non-verbal
28. Briefly explain how the following may influence communication:

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Language Language differences may directly impede communication by hindering the
transmission of a message, and by contributing to the development of
misunderstandings.
Culture and religion Cultural and religious differences may impact on preferred communication styles,
the topics deemed ‘appropriate’ to be discussed, and even the meaning of certain
messages.
Emotional state A person’s emotional state can impact on how they interpret a message and the
extent to which they understand the message.
Disability, health Disability – including physical and mental disabilities – and health status can impact
on how well (or otherwise) a message is communicated and understood.
Age Age can have a significant impact on a person’s preferred communication
techniques and styles.
29. Provide examples of how organisations in the health and community services sector have used the
following digital media:
Web Website to communicate information on services, provide health promotion

information.
Email Email newsletters and factsheets.
Social media Tips for good health, engagement in healthy initiatives.
Podcasts and videos Health promotion.
Tablets and applications Activity and food trackers, weight loss monitoring, exercise monitoring.
Newsletters and broadcasts Communicate organisation activity, provide health promotion information.
Intranet Repository of organisation policies, procedures.
30. List three (3) common communication barriers in a workplace:
 Physical barriers: Not being able to see the non-verbal cues, gestures, posture and general body
language can make communication less effective.
 Psychological barriers, for example someone with social anxiety and/or low self-esteem may be too
distracted about how they are perceived when talking with a superior.
 Emotional barriers. Some people may find it difficult to express their opinions on such as politics,
religion, disabilities (mental and physical), sexuality and racism.
 Jargon and acronyms. Companies often have their own jargon and acronyms which new employees may
struggle with.
 Physical disabilities such as hearing problems or speech difficulties.
 Differences in language and unfamiliar accents.
 Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in
which emotions are expressed.
(Reference: https://virtualspeech.com/blog/barriers-to-communication)
Assessment task 2- case studies

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Case study 1
Outline Sarah’s mistakes:
 She forgot to write down the message.

 She did not pass the message on time.
 She should not have emailed the manager; instead she should have called him.
 Improper delegation of work.
 She should have passed the message beforehand.
 She should not be reporting to Mr Rogers as Megan is herself answerable to the manager.
Case study 2
1. State in your response, how Brittany has used verbal and non-verbal communication to:
a. Enhance understanding?
Verbal communication Non verbal communication

 Explained the issue clearly.  Used light hand gestures.
 Uses an adequate speed while explaining.  Not losing the eye contact to ensure that she
 Clarifying things at last to make sure about is interested in the communication.
everything.  Note downs every detail from Terri.
b. Demonstrate respect?
Verbal communication Non verbal communication

 Taking leave formally from client to talk to  Listens attentively.
supervisor.  Did not cut in the conversation.
 Expresses regret on delaying to client.  Sound body language.
 Assuring the client to be back to him.  Face to face conversation with supervisor.
 Seeing directly into eyes.
 Facilitating the client to use toilet.
2. Identify the other verbal and non-verbal communication strategies Brittany could use to enhance
understanding and demonstrate respect? Give three (3) examples.
To enhance understanding To demonstrate respect
Verbal communication Non verbal Verbal Non verbal

communication communication communication
 Replicating  Showing concern  Seeking  Maintaining

Terrie’s words by movement of permission privacy by
 Making clear the head. prior to covering the
12
process with  Staying assisting. client.
residents in optimistic.  Provide safe  Staying
stages.  Making actions environment peaceful.
 Confirmation to manifest the to client.  Keeping
with the client whole process.  Seeking integrity.
for proper Client’s
understanding. agreement on
handling
client’s
belongings.
3. Explain how Brittany has exchanged information with her supervisor:
c. Clearly. d. In a timely manner. e. Within confidentiality procedures.
Clearly Timely Confidentiality

 She described whole  Brittney readily asked for  She did not have word
scenario in a properly and permission to leave from with Terrie in front of
effectively. client. everyone to maintain
 Confirming by making  She went to supervisor privacy.
queries to Terrie. instantly.
4. Explain how Brittany has:
a. Listened to her supervisor’s request.
b. Clarified the meaning of her supervisor’s request.
c. Responded appropriately.
Listened Clarified Responded

 Paying close attention  Making relevant queries.  Taking the directions
during conversation.  Noted down every detail. given to her into
 No cutting in the consideration.
conversation, waiting for
own turn.
 Face to face
communication looking
directly into eyes.
Case Study 3
13
5. Explain how Mark listened to, clarified and agreed on timeframes for carrying out his supervisor’s
instructions.
 He readily took action on the client’s perspective by moving to supervisor with relative information.
 He took approval from supervisor before acting on the instruction.
 He instantly discovered a local aged care after confirmation from supervisor for client’s additional
care.
6. Identify the lines of communication between Mark’s organisation and the aged care service.
 Line 1- key worker (Mark) approaches the supervisor face to face.

 Line 2- key worker (Mark) makes phone call to local aged care facility.
 Line 3-local aged care facility email’s key worker (Mark) correct documentation.
 Line 4-key worker (Mark) sends written referral letter to local aged care facility.
7. Identify the industry terminology Mark used correctly in his:
a. Verbal communication.
b. Written and digital communication.
Industry terminology used by Mark
Verbal communication Written and digital communication

 Advanced care planning  Access
 Independent living  Consent
 Outreach  Chronic disease
 Supported accommodation  Provider
 Wellbeing  Supported accommodation
 Activities of daily living  Referral
 Consent
 Key worker
 Lifestyle
 Compliant
 Personal care
 Referral
8. Provide an example of how Mark has followed standard communication protocols in interacting with
different people and different lines of authority.
Mark has followed communication protocols by:
1. By instantly approaching to supervisor.

2. He took into consideration client’s best interests.
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3. He followed the organisation policy procedure by confirming with the supervisor before taking any
action on his own.
4. He contacted the aged care facility and followed the proper documentation process.
Case Study 4
9. Explain how Damien has:
a. Identified the early signs of potentially complicated or difficult situations.
 Confusion of client.
 Aggressive behaviour from client.
 Client is not grasping Damien’s accent.
b. Reported these signs to his supervisor according to organisation procedures.
 Damien quietly left the room without any bad behaviour towards the client.
 He instantly approached the supervisor.
 He described the whole situation correctly.
10. In your own words, provide a response the following sub-questions:
a. What constraints to effective communication are evident in this scenario?
 Damien’s way of pronunciation.

 Client is suffering from Alzheimer’s disease.
 The fluency of Damien’s speech.
 Client’s dilemma.
b. How has Damien responded to these constraints using appropriate communication strategies and
techniques?
 By not showing aggression towards client.

 Talking to the client in a calm way.
 Not rushing words to client by speaking correctly and slowly.
 Facilitating client to respond in additional time.
11. Explain how Damien has used communication skills to avoid, defuse and resolve the conflict situation.
 Leaving the client quietly by not reacting to aggression.

 Improvising his pronunciation and speaking evidently.
 Maintaining calm posture while talking to client.
 Waiting for client’s permission to be assisted in dining room.
Case Study 5
15
12. Identify how Paola has contributed to identifying and voicing improvements in work practices?
 She observed that mealtimes at the facility are disorganized.

 She discussed this situation with co-workers and supervisor.
 After encouragement from her supervisor she discussed the problem at staff meeting.
 Facility manager introduced new policy for mealtime which the workers followed instantly.
13. State how has Paola promoted and modelled changes to improved work practices and procedures, in
accordance with her organisation’s requirements?
 She made sure that the mealtime is divided into small groups of two people at one time at the
buffet.
 She helped other workers to do the same.
 She got feeling of satisfaction by following new policy procedure.
14. Identify why it is important for Paola to seek feedback and advice from appropriate people on areas
for skill and knowledge development?
It is important for Paola to seek feedback and advice from appropriate people like facility manager on
areas for skill and knowledge development:
 To find best response to the addressed problems.

 To make workplace more oriented.
 To arrange everything in time.
 To meet the objective of facility.
 To get positive feedback and reducing such issues in future.
15. Briefly describe why it is important for Paola to consult with her manager regarding options for
accessing skill development opportunities, and initiate action?
 It is way obeying policies and procedures of organisation.

 Seeking other co-workers opinion.
 Discussing situation on next staff meeting.
 Implementing new policy and assist others to do the same.
Case Study 6
16. Provide a response to the following:
a. What is a multidisciplinary team?
Multidisciplinary team is an associated practice of various healthcare professionals like Health assistant,
Registered nurse, Respiratory specialist, Speech pathologist, Palliative care specialist, Neurologist which
ensures the wellbeing of various aspects of a patient with multiple care needs.
16
b. How are multidisciplinary teams used?
Multidisciplinary teams are used as a client oriented practice to cover all the ailments or disabilities a
patient have to make the best of their life. It is basically a high efficiency practise to make client’s life a lot
easier.
c. Explain the different roles and responsibilities of the members of Francis’ multidisciplinary team.
Health assistant Health assistant takes care of daily living tasks with the patient like to
assist the patient in eating, taking medication, checking vitals and
provide company to patient.
Registered nurse Registered nurse is familiar with the complications and potential risks
to the patient as the disease goes on and works in coordination to
minimise the health risks and also provide support to patient.
Respiratory specialist Respiratory specialist ensures good pulmonary health. They come up
with particulars and suggestions about respiration and breathing which
also covers the non-invasive breathing assistance.
Speech pathologist Speech pathologist facilitates the speech and delivery of words as well
as the engulfing of food through food pipe. They can prescribe aids
required for proper speech and also for difficulty in engulfing.
Palliative care specialist Palliative care specialist aids in facilitating clients with some
disabilities. They give psychological support to Francis and aids in
orientation of future plans.
Neurologist Neurologist diagnoses the nervous disorders and provides
management of the disease as well as watches the treatment process
and relieve from symptomatic issues.
d. Explain the relationships between different members of Francis’ multidisciplinary team.
Francis Multidisciplinary team comprises of various healthcare professionals like Health assistant,
Registered nurse, Respiratory specialist, Speech pathologist, Palliative care specialist, Neurologist. They are
masters of their stream. Francis’s care is complicated, but the team doing great job in coordination to
ensure well being of her. All the members meet each other and discuss the progress and facilities needed
by having each other’s opinion for the patient.
Assessment Task 3 – Role Play

ROLE PLAY PART A
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CHCCOM005 Communicate and Work in Health or Community Services

Name: Sunita Mehmi ID: 10759

Assessment Task 1 – Questioning

verbal Non verbal

Importance of verbal non verbal communication:

2. Explain the importance of each of the following in verbal communication:

Grammar Speed Pronunciation

a. When it should be used?

When it should be used How it should be used How to recognise it

(Reference: CHCCOM005 PPT.pptx page no.7)

 To reduce misconception of the concept.

c. Within confidentiality procedures?

Clearly Timely Confidentiality

 To make the conversation understandable for professionals.

Answer to this question is on book page no.8and 9.

(Reference: CHCCOM005 PPT.pptx page no.9, 10, 11, 12, 13)

 To make the communication compatible with organisational policies.

(Reference: CHCCOM005 PPT.pptx page no.15)

 To maintain the respect of policy procedure.

 CONSTRAINTS TO EFFECTIVE COMMUNICATION: language, disability, highly-emotional situations,

 COMMUNICATION STRATEGIES: Communication aids (e.g. telephone, language book, translator,

(Reference: CHCCOM005 PPT.pptx page no.16,17)

 Privacy and confidentiality

 Duty of care ‘mandatory reporting

 Occupational health and safety (OHS)

 Accident and incident reporting

(Reference: CHCCOM005 PPT.pptx page no.19)

 Respect for autonomy

(Reference: CHCCOM005 PPT.pptx page no.20)

 To make it clear with regard to policies.

 Department of Community Services (as per mandatory reporting legislation)

(Reference: CHCCOM005 PPT.pptx page no.22)

 It is legal and ethical liability to refer these issues to higher authorities.

 This facilitates the well being of the client.

 Department of Community Services (as per mandatory reporting legislation)

 To prevent further conflicts in near future.

 Ensuring documentation is legible, signed, dated

 To maintain the information of client confidential and private.

 To do job properly according to their organisation.

 No social media at work policy.

 Policies preventing employees from ‘socialising or interacting’ clients on social media.

 Using social media for professional development opportunities

 Not advertising services on social media.

(Reference: CHCCOM005 PPT.pptx page no.24)

a. What is ‘conflict of interest’?

(Reference: CHCCOM005 PPT.pptx page no.31)

a. Briefly define and explain the following principles of effective communication:

Motivational interviewing Coercive approach.

c. Explain the difference between collaboration and confrontation.

26. Add the following labels to this simple communication model:

Answer to this question is on the book page no.12.

(Reference: CHCCOM005 PPT.pptx page no.35)

27. List five (5) modes or types of communication.

 One-way versus two-way

(Reference: CHCCOM005 PPT.pptx page no.36)

28. Briefly explain how the following may influence communication:

Web Website to communicate information on services, provide health promotion

30. List three (3) common communication barriers in a workplace:

Assessment task 2- case studies

Outline Sarah’s mistakes:

 She forgot to write down the message.

Verbal communication Non verbal communication

Verbal communication Non verbal communication