Communicate Effectively in Health and Community Services

Student Assessment Workbook
ASSIGNMENT COVER SHEET
Email to assignment@alanakaye.edu.au
Qualification Code/Title CHC33015 Certificate III in Individual Support
Competency Code/Title CHCCOM005 Communicate and work in health or community services
Sandaruwan dissanayake
Student Name
Sandaruwan12680@hotmail.com
Student Email
ASSIGNMENT START DATE
ASSIGNMENT DUE DATE
Trainer Name
COMPETENCY JUDGEMENT – TRAINER/ASSESSOR USE ONLY
Instructions:
• This document is used by the Assessor to record their feedback about your assessment.
Assessor Name
Assessor
Date
Signature
• You will be notified via email of the outcome of your assessment. If you do not agree with the judgement,
students can access Alana Kaye’s complaints and appeals process.
ASSESSOR’S FEEDBACK TO STUDENT
(include resubmission requirements and due date, if applicable)
Assessment Task Result (S = satisfactory; NS = not yet satisfactory) S NS

Formative Assessments – Questions 1A - 6B  
Summative Assessments - Questions 1-7  
Case Studies – Case Study 1 - 3  
Project – Project 1  
Third Party Report  
Re-Submission Feedback (if required) do
Please read questions carefully. Many of your answers make no sense, please re
Overall Assessor Comments:
CHCCOM005_SAW_v2Sep2020
Final assessment result: Resubmission result:
☐ COMPETENT ☐ COMPETENT
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STUDENTS MUST NOT COMPLETE THE FOLLOWING FEEDBACK – ASSESSOR ONLY
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STUDENT
Instructions:
• Before you start your assessment task, please read the student declaration below
• All assignments must be submitted with this attached cover sheet
• Assignments submitted without this cover sheet or declaration completed, will be returned
to the student for resubmission
• Please keep a copy of your assignment. Your assignment will not be returned to you
• Please submit your assignment by hard copy or email the assignment cover sheet with
your assignment to assignment@alanakaye.edu.au
Student Declaration
I confirm: Yes No
I understand the assessment requirements to achieve competence. ☐ ☐
I am ready for assessment. ☐ ☐

I understand the appeals, complaints and grievance procedure (refer to Student ☐ ☐
Handbook).
(only complete if you have special needs). I have advised of my special needs and ☐ ☐
any changes to the assessment process have been taken into consideration.
The work in this assignment is my own work. I declare that this assessment item is ☐ ☐
my own work unless otherwise acknowledged and referenced.
I agree:
This assessment may be accessed by the government (Australian Skills Quality ☐ ☐

Authority, Government Funding Agencies) or representatives chosen by Alana
Kaye Training (e.g. Trainers, Consultant, Industry Representatives) to review the
quality and marking of this assessment.
I have read, understood and accept the above conditions of this assessment.
Signature: snda Date Submitted: 22/02/2022
Cheating and plagiarism: All work submitted must be your own. If a Trainer suspects that you have
been involved in plagiarism, the matter will be referred to the Branch Manager or CEO. If two students
submit the same or very similar assessment both students will need to resubmit their assessment.
This page has been left blank intentionally
Version number: 2
Created by: Alana Anderson Date: Sep 2020
Validated by: Date:
Modification history: SAW – Included Case study and
Coversheet adjustments
CHCCOM005 COMMUNICATE AND WORK IN HEALTH OR

COMMUNITY SERVICES
This document comprises of 3 sections:
• Section One – Unit and Assessment Overview
• Section Two – Topics Covered
• Section Three – Assessment Tasks
Section One – Unit and Assessment Overview provides you with an overview of the knowledge
and skills that you need to demonstrate in the assessment tasks. The Unit and Assessment Overview
also provides you with information about the assessment conditions, the Assessor’s role, changes to
the assessment procedure that can be made to accommodate your needs and instructions to students
including how to submit your assessment tasks.
Section Two – Topics Covered provides you with an overview of the key topics covered during your
workshop. These topics are still covered in the workbook by distance-based learning students.
Section Three – Assessment Tasks consists of questions, case studies and work-based activities.
These tasks are used to demonstrate that you meet the requirements as detailed in Section One –
Unit and Assessment Overview
SECTION ONE: UNIT AND ASSESSMENT OVERVIEW

Performance Evidence
This activity will enable you to demonstrate the following performance evidence:
• demonstrated effective communication skills in 3 different work situations

• clarified workplace instructions and negotiated timeframes with 2 colleagues
• responded appropriately to 3 different situations where communication constraints were present
• completed 2 written or electronic workplace documents to organisation standards
Knowledge Evidence
This includes knowledge of:
• legal and ethical considerations in relation to communication:
• privacy, confidentiality and disclosure
• discrimination
• duty of care
• mandatory reporting
• translation
• informed consent
• work role boundaries – responsibilities and limitations
• child protection across all health and community services contexts, including duty of care
when child is not the client, indicators of risk and adult disclosure
• sources of information and the application of legal and ethical aspects of health and
community services work
• ethical decision making and conflicts of interest
• principles of effective communication, including models, modes and types
• communication techniques:
• open ended questions, affirmations, reflections and summaries
• difference between motivational interviewing and coercive approach • difference between
collaboration and confrontation
• influences on communication:
• language
• culture
• religion
• emotional state
• disability
• health
• age
• potential constraints to effective communication in health and community service contexts
• health and community services industry terminology relating to role and service provision
• importance of grammar, speed and pronunciation for verbal communication
• when and how to use and recognise non-verbal communication
• structure, function and interrelationships between different parts of the health and community
service system
• organisation structure and different models to support optimum client service:
• principles underpinning person-centred service delivery
• principles of rights-based service delivery
• different roles and responsibilities of team
• characteristics of multi-disciplinary teams and how they are used
• relationships between different members of the health and community services workforces •
role of support services
• links and interrelationships with other services
• funding environment
• digital media and use in community services and health sector, including:
• web
• email
• social media
• podcast and videos
• tablets and applications
• newsletters and broadcasts
• intranet
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects
workplace conditions. Where simulation is used, it must reflect real working conditions by modelling
industry operating conditions and contingencies, as well as, using suitable facilities, equipment and
resources.
Reasonable Adjustments
Your Assessor may be able to adjust your assessment based on special needs you may have or if
you are a distance learning student. Please ask your Trainer if you feel that modifications to this
assessment are required.
Student Handbook
Please refer to Alana Kaye’s Student Handbook for information regarding:
• Educational and Student Support Services

• Trainer Support
• Assessment Strategy
• Appeals, Complaints and Grievances Procedures
Role of the Trainer/Assessor

Your Trainer/Assessor will:
• answer any questions you might have about the assessment

• negotiate assessment activities if reasonable adjustment is required
• inform you of any variations to the assessment which may be required if you have any special
needs or if you are a distance-based learner
• assess your competency by making judgements about the evidenced presented in line with the
rules of evidence: validity, authenticity, currency and sufficiency
• give you feedback on the outcomes of the assessment process
• counsel you on the outcomes of the assessment including advising you of your right of appeal if
you disagree with the assessment decision
• help you address the work health and safety requirements of the assessment setting, if
appropriate.
Instructions for students

In order to successfully meet the requirements of this unit you are required to undertake all
assessment tasks. Each of these assessment tasks may have a series of activities or questions that
you are required to complete.
As a guide – each question will generally require 1 - 2 paragraphs to effectively address requirements.
In some cases, this may be more. If you, in the course of answering a question, rely upon a text,
document, webpage or other source of information, you must make reference to where this information
came from.
Submitting your Assessment and Due Dates

Your Trainer will advise you of the due date for each assessment. Please submit your assessment by
the due date. The process for submitting assessments is provided on the assignment coversheet on
page 1 of this document.
Feedback on your Assessment

Your Trainer will mark your assessment within 2 weeks of submission. Your Trainer will provide you
with feedback about your assessment. Your result for each assessment task will either be:
• Satisfactory – you have successfully met the assessment task requirements, OR

• Not Satisfactory – you are not yet satisfactory.
If your result is ‘Not Satisfactory’ you will be given an opportunity to improve your assessment. Your
Trainer will inform you of the skill or knowledge gaps in your assessment. You will need to resubmit
your assessment with the corrections or redo the practical exercise until you achieve the ‘Satisfactory’
result. Any student who plagiarises or cheats will be given a ‘Not Satisfactory’ result and will be
required to resubmit their assessment again and may also be required to answer verbal questions.
Once you have completed both the Student Assessment Workbook and any other assessment
requirements for this unit, your results will be either:
• Competency Achieved – you passed OR

• Not Yet Competent.
SECTION TWO: TOPICS COVERED
This unit describes the skills and knowledge required to communicate effectively with clients,
colleagues, management and other industry providers.
This unit applies to a range of health and community service contexts where workers may
communicate face-to-face, in writing or using digital media and work with limited responsibility under
direct or indirect supervision.
SECTION THREE: ASSESSMENT TASKS

Before you commence this assessment, please read the student declaration on the front page. It is
important that you are ready for assessment and understand the assessment process. Please speak
with your Trainer if you have any questions.
Formative Assessments – Assessment Activities 1A – 6B

Complete the formative assessments (theory questions) individually or in a group.
Summative Assessments – Knowledge Questions 1-7

The summative assessments are the major activities designed to assess your skills, knowledge and
performance, as required to show competency in this unit. These activities should be completed after
finishing the Learner Guide.
Case Studies – Case Study 1-3

Read the case studies and answer the activities in as much detail as possible, considering
organisational requirements.
Project – Project 1
Read the project instructions and develop a PowerPoint in as much detail as possible, considering the
project objectives.
Formative Assessment
Complete the following activities individually or in a group (as applicable to the specific activity and the
assessment environment).
Assessment Activity 1A
1. List five attributes of active listening. Answer:
• They do not get distracted easily when they are taught regarding any kinds of works or activities.
• They eager to learn new things from others carefully.
• They won’t interrupt others speaking in the middle of the conversation.
• You ask related questions to the speaker if you get confused regarding the problems.
• You tries to listen to speaker opinion and accept accordingly.
2. How can you confirm the person you are speaking to has
understood? Answer:
• We can affirm by asking them a few inquiries about the subject they are instructed or clarified.
• We can look toward the gesture and posture of the listener.
3. How can body language enhance a person’s understanding?

Answer:
Non-verbal communication upgrades an individual's arrangement by notifying adequate eye-to-eye connection.

Staying away from eye-to-eye connection and giving an excess of eye-to-eye connection gives negative
ramifications. Those people who are observed of understanding shows confidence level in the speaker whereas
the one who has not understand tries to get down their face or head, which tends to their understanding.
4. How can you show respect for diversity using communications

with diverse clients, visitors and staff? List at least three ways. Answer:
We can show respect while communicating by following ways:

• By greeting them to the discussion region with courteousness and regard.
• By paying attention to the speaker cautiously with undivided attention.
• By giving worth to that individual who depicts or clarifies the point.
Assessment Activity 1B
Role play
In groups of three (2 staff and one resident) communicate a task you need to assist the resident with,
to each other and the resident, confirming what you need to do and when. Make sure you do this
ensuring privacy of the resident. Explain what your situation was, and how you confirmed what your
task was.
Answer:
There were three men associated with a gathering, two were staff and one occupant. The point was to pretend
to impart an undertaking that I really want to help as an occupant concerning how we want to treat while
guaranteeing to make the protection of the inhabitant. Let the staff be Staff A and Staff B and Resident who are
included in this role play.
Staff A : Hello sir, how can I help you?
Resident : Actually, I am to manage my room so would you help
me to maintain it.
Staff B : Sure sir, we are here to help you.
Resident : You are requested to keep up with the area by keeping it spotless and
liveable with likewise that ought to keep up with appropriate tidiness
decorum while utilizing normal regions, parking areas, and so on.
Staff A & B : Sure sir we will do is as your wish.

Resident : I hope you guys will do it best. Also, assuming any adjustments or
augmentations are all together, the occupants should initially present an
application to the Secretary of the general public, giving him the particular
subtleties of the cycle and plan.
Staff A : It’s our duty to maintain all these criteria and manage all the things.
Staff B : It’s our responsibility and duty to maintain all the guidelines to keep it
safe.
Resident : Thank you so much for your help.
Staff A & B : It’s our responsibility sir. Thank you.
They ought to keep up with everything before the clients have shown up. They ought to deal with every one of
the necessities that are expected of clients.
The undertaking of the occupant was to keep up with the whole climate by passable primary changes. They are
mentioned to look toward instalment levy and assemble individuals to accomplish gatherings as kept by
regulations. They are mentioned to assess and complete fixes and capacity of unapproved items.
Assessment Activity 1C
1. Write a short email to your supervisor, using correct industry terminology and abbreviations for the
following:
Ronald Thump has a blood glucose level of 16.2 today. His blood pressure was 140 systoles over
95 diastoles at eight am. His medication for blood glucose levels should be given at seven in the
morning before eating and before his activities of daily living so he is stable before getting up. His
Doctor mentioned he has a history of alcohol abuse which needs to be in his plan as do his
updated wishes to not be resuscitated.
Answer:
Dear Supervisor,
I am writing this email because one of our clients named Ronald Thump has a blood glucose level of 16.2 today
with his circulatory strain of 140 systoles and 95 diastoles at around 8:00 am. For his medicine for blood glucose
level, he should be given at 7'O clock in the first part of the prior day eating and before his exercises of day by
day living thus, he gets steady prior to getting up. As indicated by the audit of his primary care physician, it was
observed that he has a background marked by liquor misuse which should be in his arrangement as do his
refreshed wishes to not be revived.
So, I request to maintain his health prevention by following the guidelines.
If you have any queries, please let me know.

Thank you
Best regards,
ABC
2. What methods of communication skills should you show to:
➢ Co workers
➢ Clients
➢ Supervisors and managers
➢ People from other services and visitors
Answer:
Co Workers : Oral communication skills
Clients : Oral and Written communication skills
Supervisors and Managers : Written communication skills
People from other services and visitors : Written communication skills
Assessment Activity 1D
1. How can you ensure confidentiality of people’s private information, both with storage
and in person? List three for each. Answer:
 Doing investigation starter about individuals' snippets of data.

 Gathering information in regards to the assortment, investigation, and discord.

 Taking criticism from the individual to whom the information is deciphered.
2. If you were aware of privacy and confidentiality being broken, who would you report to,
and how? Answer:
I would report to the manager if I found I am aware of privacy and confidentiality being broken by sending
message direct or by calling him talking about the problems that I am facing.
1. Why might we need to have networks? What characteristics should they have? Answer:
We need to have networks because to communicate or be in touch with people network is important. It should have
a fast network or signals to communicate with each other.
2. What are two specific public health/community service providers and two private
health/community providers in your local area? Answer:
They are given below:
Public Health/Community Service Provider
• Health Posts
• Government Hospitals
Private Health/Community Providers

•
Clinic and Medical Hall
• Private Hospitals
3. From your services chosen in Q2, list their roles and responsibilities toward your clients and
your service. Answer:
The roles and responsibilities are given below:
Health posts
Role: -Improve health status of people in rural areas, especially of children and maternal.
-Maintain health workers and health services in isolated areas.
Responsibilities: -Provide a workplace that is free from hazardous instruments.

-Using colour, codes, or signboards to warn employees from hazardous products.
Government Hospitals
Role: -Provide free service to people of rural areas.
-Maintain health workers and health to do their work to take care of patients.
Responsibilities: -Give a work environment that is liberated from risky instruments.

-Utilizing shading, codes, or billboards to caution representatives from perilous items.
Clinic and Medical hall

Role: -Improve the health status of people in their locality or community.
-Providing facilities to the people near the surroundings.
Responsibilities: -Provide them with a good facility for their minor treatment.
-Checking up the simple incidents and providing medicines as required.
Private Hospitals
Role: -Further, develop the wellbeing status of individuals in their territory or local area.
- Keep up with the well-being labourers and wellbeing administrations in disengaged
regions.
Responsibilities: -Provide a workplace that is free from hazardous instruments.

-Using colour, codes, or signboards to warn employees from hazardous products.
4. What three national subsidy strategies exist in Australia? Answer:
They are as follows:
•
• Health care coverage Rebate
• Home Care Package
Drugs Benefits
1. Define in your own words:
➢ Person Centred Care
➢ Strengths-based approach
➢ Rights- based service delivery
Answer:
Person Centred Care:

It is characterized as the treating of the patient as people and as equivalent accomplice of the business that
aides in recuperating.
Strength-Based Approach:
It is the way to deal with view what is happening by individuals sensibly looking toward the chances to
supplement and support existing strength and limit.
Right-based Service Delivery:

It is the methodology where individuals are qualified as a person like an aggregate gathering.
1. What may be some barriers to communication? Explain at least four. Answer:
Barriers to communication is defined as the workplace that tends to manipulate the message that passes from
sender to receiver which leads to conflict among organizational members. Communication issue often signs of
long-standing problems.
The types of barriers to communication are:
Lack of Clarity: During the communication, if there is a lack of clarity in the presentation, it could hinder the
communication.
Language difference: If there is a lack of language difference, then it will be hard to demonstrate and elaborate
on the topic to present.
Inconsistency: It there is inconsistency in demonstration, many of the people won’t understand about the things
that have been presented. It can create rush activities for the demonstration.
Lack of proper listening: Because of lack of proper listening, can create a gap between the communications
that are presented. This can conclude to missing of information in the certain demonstration.
2. How do Augmented Assistive aids allow people to communicate?

Answer:
It is the way where somebody conveys other than conversing with individuals of any age on the off chance that
they are an issue with discourse or dialects. Augmentative means to add to somebody's discourse that is the
elective implies that is utilized rather than discourse where certain individuals utilize expanded assistive guides
all through their life however others might involve it for the momentary when they have a medical procedure.
Augmented Assistive aids permits individuals to convey by utilizing motions or looks, by composing, by drawing,
or by spelling words by highlighting letters and highlighting photographs, pictures, or composing words.
3. What are cultural misunderstandings and what are 3 ways to avoid or

minimalise them? Answer:
Cultural misunderstanding is defined as the misconception between at least two individuals when they
communicate in a similar language however comprehend the various things is because of their social foundation
and encounters.
The ways to avoid or minimize cultural misunderstanding are given below:
• Learning few terms that are unknown about.

• We need to learn to respect and follow the advice.
• We need to keep our voice in public.
This will need to be observed Role play this situation with a co-worker partner
You have heard from other staff that a lady you work with thinks you avoid talking to her more than you
have to her as you don’t understand her accent. This is news to you, and you decide to tackle it and try
to resolve it.
Answer:
The individual included was some staff who fill in as partner associates. I heard from some other staff that I
make an effort not to chat with a lady who works with me. As I am in a commitment hour I focused on work
rather than talking and wasting energy on talking. I get focused on endeavouring to complete the work in given
unequivocal hours. Along these lines, I request her not to feel that I am disregarding her but instead I am
focused on my work.
1. Explain conflict of interest, giving an example in your own words. Answer:

It is characterized as fight between at least two people or gatherings in a working environment due to judgment,
choices, or examinations between family, fellowship, monetary, or social elements. Those views struggle due to
intrigue of in a serious way that manages an industry association, collaborations, and different units.
Example:
You may have the endurance to the association for which you work yet notwithstanding your exclusive
organizations. Should those two associations have extraordinary goals that clearly struggle, that would be a
beyond reconciliation situation for you.
2. Explain professional boundaries in your own words, giving three examples of things you should
not do.
Answer:
It is defined as a feeling of expert character and self-definition that has consistency and attachment over the
long run that has a casing work inside the specialists or client. Proficient limits are those decides and restricts
that forestall the lines among profession and client from becoming obscured that are set by lawful, and moral.
Example:
• Improperly revealing individual data
• Unseemly verbal or actual animosity and contacting or sexual contact
• Consenting to associate outside of the clinical setting
3. Who should you report any illegal or unethical things you see at work to?
Answer:
Assuming that illicit or deceptive things are seen working we ought to whine to our director or supervisor to keep
from getting untrustworthy work at the workplace.
1. Give an example of each:
➢ Breach in the duty of care
➢ Breach of confidentiality
➢ Breach of client rights
For each, explain the issue, what could happen to the client and the staff involved?
Breach in the duty of care: A diver is over speed and crashes with another vehicle during the red signal light
where he could be liable for an auto accident.
Breach of confidentiality: A security guide expose the secret information of the bank to the unknown people
who came as a visitor.
Breach of client rights: In a business, he has standard non-contend provisos within the entirety of its deals,
and innovation will prompt getting a few advantages that incorporate preparation and certificate.
2. Give two necessary criteria for negligence to be proven.
Answer:
We must be able to prove a duty of breach, causation.

We must prove about the person to whom the claim is made owed to a duty.
Imagine you have walked into the dining room to see a staff member trying to force feed a client who is
pushing them away. In the space below, write an entry for a progress note for what you saw, what you
did in the situation and what you reported verbally.
Answer:
While going into the lounge area, I cooperated with the client for a huge piece of the day about the
administrations and the chances to notice captions as well as significant changes in client wellbeing, disposition,
mental, and actual strength by decreasing their capacities. What I detailed was the client unexpectedly got hard
to eat autonomously and changes the degree of help that is expected by staff in actual help.
1. What rights and responsibilities do you have as an employee? Provide three examples.
Answer:

• Working environment should be liberated by a workers from perilous things and the region should be
alright for the patients.
• Workers with the sign sheets should be used for the security or risk of the enveloping by using brilliant
code, flags, or another thing of sign to choose the specific district.
• The agent should keep the record of each steady with their decision and the hour of their evaluation to
ensure the nuances of the patients.
2. Give three examples of employer responsibilities.
Answer:

• Supervisor selects a labourer and pay them as a trade-off for their organizations.
• Supervisors support the workforce by which they increase the helpfulness.
• The supervisor is answerable for an agent's prosperity and success for ensuring extraordinary working
conditions for the staff in expansions to give financial assistance.
3. Suggest three responsibilities of a client.
Answer:

• They should assess each participants’ suitability for training.
• They should enroll in the appropriate course.

• They should ensure about the participants’ attendance at scheduled courses.
Assessment Activity 4D
1. What can cause conflict in the workplace? Give 5 examples.
Answer:
• Character conflicts can cause struggle in the work environment since we as a whole are unique in
relation to one another characters.
• Assurance reaction is the component the vast majority know about our essential impulse for a battle in
tough spots where certain individuals normally decide to battle cause struggle with someone else.
• The strain point is additionally the explanation that sets off an individual that results in them reacting to a
particular situation wherein once in a while this might be a particular word that triggers convincing
sentiments and practices.
• Past encounters that have terrible experiences in their business or even their life, with everything taken
into account, can affect the way in which people react, and abuse by a past administrator can frequently
bring about individuals gaining from that circumstance.
• In some cases, individual issues can cause struggle in the work. It is likewise viewed as an unexpected
struggle circumstance that emerges all of a sudden and apparently without cause.
2. When and how should you refer an issue of conflict to your supervisor/manager?
Answer:
If we observe the issue of contention that is available around there, we should attempt to settle it on our own
utilizing different procedures and abilities yet in the event that we can't tackle it we ought to prescribe it to our
director. We can allude to the issue of contention by leaving a mail including the premise of contention and how
it is caused and when. Clarifying everything about the contention that has been happened.
3. Give 5 tips on managing conflict in the workplace.
Answer:
• We should grasp our chief's suppositions considering the way that every culinary specialist has their
own particular manner of managing what might be typical is seven days by a week or fortnightly
progression reports that might irritate expecting that you meet the arranged assembling that is sent
consistently. Regardless of your director's organizational style, convey troubles to their thought in a
rush. It is to your most noteworthy benefits that you succeed, and if you can't resolve an issue isolated,
interface for help so you can get the assist you need.
• We should set up an arrangement for each social event since bosses are involved and your work is just
one of the hundred things on their cerebrums. Exactly when you come to a social occasion with a
sensible arrangement, you will rapidly stand apart to the point of being seen so you can focus on the
issues that ought to be settled.
• We should explain the issues that we are facing. We should make an effort not to talk about your
sentiments, similar to dissatisfaction or shock, considering the way that your discussion will go off track,
you might make fundamentally more battles.
• We should meticulously record basic approaches which is the most unremitting wellspring of contention
is miscommunication. The best strategy for staying away from miscommunication is to follow up after
each social gathering with an email that sums up what you have settled upon and the thing to do.
• We should consistently complete our piece of the deal when we meet with our chief and spotlight on the
thing timetable and set a couple of assessed plans. Be sure that you keep your obligations, and if for no
obvious reason you can't, let your executive know as fast as time licenses.
Briefly explain the following:
➢ What progress notes and incident forms are for (separately)
➢ When to fill them out
➢ Objective reporting
➢ The C’s of communication
Answer:

Progress notes are portrayed as the constant records of a patient's infirmity and therapy that is seen by a
specialist, clinical chaperons, counsels, and expert by recording their notes concerning the progress or
nonappearance of progress made by a patient between the hour of the past notes and with the most recent
notes.
Episode structures are described as the occasion of movement or situation that is an alternate unit of inclusion
that is happening by a going with minor occasion or conditions that lead to grave outcomes especially in a
political matter as an authentic limit event.
Progress notes interface association and progress to the client's overall means to accomplish client targets and
to acquire individual strategies through Information’s from progress saw that can be utilized to make client NDIS
progress reports that usually should be presented at normal ranges.
The episode structure is to be done up immediately after an event that results in real injuries or infection and
moreover used to explore a minor actual issue or close miss that may have achieved an authentic actual issue
or sickness.
Objective revealing is intended to depict issues and occasions in an impartial and fair way, no matter what the
essayist's viewpoint or individual convictions.
The C's of correspondence has 7 norms which is an overview that will ensure all of your exchanges adhere to
their inspiration that helps with ensuring that the singular you're talking with hears what you're endeavouring to
say. Clear, correct, complete, concrete, brief, considered, and obliging are the 7 c's of communications.
1. The article below is from the Australian Government Department of Health website and what they
expect from people using their websites. Please read the article below and outline two aspects of
the article you didn’t understand and where you sought clarification to their meaning:
Modified from AGDH Website: https://www.health.gov.au/using-our-websites/socialmedia?

utm_source=health.gov.au&utm_medium=callout-auto-
custom&utm_campaign=digital_transformation#what-we-expect (access 20/07/2020)
What we expect
We welcome comments on our social media channels, webcasts and online forums. When you post
to one of these, we ask that you:
• protect your personal privacy, and that of others, by not including personal information of
either yourself or of others (for example, names, email addresses, private addresses or phone
numbers)
• represent your own views and not impersonate or falsely represent any other person
• not make defamatory or libellous comments
• be polite — don’t be insulting, abusive, provocative, hateful, obscene, offensive or threatening
• not post material that infringes the intellectual property rights of others
• not post multiple versions of the same view or make excessive postings on a particular issue
• not promote commercial interests or make overtly party-political comments
• not include internet addresses or links to websites
• not make unproven or unsupported accusations against individuals or organisations
• not encourage conduct that may or would constitute a criminal offence or give rise to civil
liability, or that otherwise violates any local, provincial, national or international law or
regulation anywhere in the world
• not incite hatred on the basis of any personal characteristic, including:
o race
o gender
o marital or domestic status o

disability
o sexuality o age
• not identify matters that are currently the subject of legal proceedings or would break a court’s
non-publication order
• not make comments irrelevant to the topic being discussed.
How we manage and moderate content
We want everyone’s experience on our social media channels, webcasts and online forums to be
positive. So, we reserve the right to ignore, block or delete posts and users for any reason.
2. What is the difference between the internet and an intranet?
Answer: The difference between them are

as follows:
Internet Intranet
• It is the web that is utilized to associate • It is the web that is utilized secretly for the various
organizations of PCs all the while. personal use only.
• A public organization accordingly anybody • It is a private organization where nobody can can get to
the web is due to internet. get involved.
• On the web, there is presence of different • On the intranet, there is a limited no of clients.
persons.
• It gives a limitless number of data to the • It gives a specific service to persons.. clients.
3. How can tablets, laptops and computers be used within our roles?
Answer:
The world has become so reliant that we are dependent upon technology that is developed that it turns out to be
difficult to work without it. This outline will walk you through a piece of the devices we use consistently and the
occupations that rely upon them. Advancement expects a significantly more gigantic part in the current society
than any time in late memory.
1. The kitchen in your service is a fair way from one of the wings, and food is transported on little
trolleys by a kitchen staff member. Residents are complaining it is cold by the time they get it.
Think about how this could be improved and answer the following:
➢ What is the issue?
➢ What could be improved about it?
➢ How would you achieve this?
➢ What would this solve?
Answer:
• The issue is about the food getting cold after they are conveyed and reached to the client.
• It will in general be improved by using the material that keeps fool fight for the long that holds us back
from getting cold while conveying.
• We can achieve this by holding up with the issue to the plan by addressing it to best.
• This would be handled by exchanging the hurt material with the exchanging of another one to stay
aware of the warmness of the food.
2. In pairs, (one carer and a supervisor from the kitchen) discuss the problem and suggestions in the
following manner:
➢ Clearly and confidently
➢ Be open in your discussion and look to collaboration
➢ Be objective
➢ Be prepared to listen to other opinions
Answer:
Extra ordinary social capacities are not only fundamental for winning in the workspace. It's altogether less
complex for someone else to get on your chaotic talk affinities than to hear it yourself. The current situation is
that I am not having the choice to talk clearly and I truly need some help from all of you. Breathe in, loosen up,
and give yourself time. Clear gatherings understanding that you have put. Of course, it was the fundamental
show before my own.
In an open discussion, anyone present can address as long as they normally like, and there are no rules
administering turn-taking, subject adherence, or various prerequisites on the discussion. But if regardless
communicated by the social affair boss, open discussion is the default approach remembered to be utilized for
most get-togethers.
At the point when the association environment is based on joint exertion, partners regularly feel a piece of a
choice that could be more significant than themselves. The best method for transforming from an individual to an
agreeable standpoint is to set up every partner for dynamic interest in the overall energy.
The components drew in with the time of "surrendering" are very surprising from the components connected with
the time of discerning living". It is just expected to show up at a place of being freed from the hold of the past
power, of excited and mental lopsided characters, made by careless/deluded distinctive confirmation or
covering. Anyway, a huge load of "extraordinary quality" examines the time of surrendering, relatively few
educators seem to talk about the strong once the appearance of past energy is done.
The appraisal can be portrayed as a suspect, a view, or a thought outlined in the cerebrum about a particular
subject. It's a choice or conviction held with sureness anyway not approved by certain checks or data. Thusly,
numerous people are sad about enduring someone else's perspective. The three classes of geniuses are these
individuals who have not yet sorted out some way to regard their own considerations and points of view. They
are especially unprotected against being impacted by others. People in this order are generally fruitful
individuals who have attempted to get where they are all through daily existence. Discovering an amicability
between individuals who of some sort rely too enthusiastically upon the musings of others and the people who
reject the appraisals of others.
1. How would you seek feedback for developing your skills and knowledge at work, and who would
you seek this from?
Answer:
There can be various types of input positive as well as negative. With positive criticism, we consequently get roused
though on account of negative input we have an opportunity to determine the issues that are caused in the work
environment. With the assistance of progress, we can look for much data that will assist us with distinguishing more
data about the point. I would look for this data from the specialists like bosses or directors.
2. What are some internal and external avenues for self-improvement and upskilling knowledge?
Briefly explain five. Two must be internal from your workplace.
Answer:
Some avenues for self-improvement and upskilling knowledge are as follows:
 Doing rehearses that we are powerless in the exercises.

 Doing different examinations about the subject and gathering the data.
 Taking aid and clues from the senior people about the circumstances.
 We can gain from different web sources.
 We can gather the data from the manual.
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and
performance, as required to show competency in this unit. These activities should be completed
after finishing the Learner Guide. You should complete these as stated below and as instructed by
your trainer/assessor.
Summative Assessment: Knowledge Activity (Q & A)
Answer each question in as much detail as possible, considering your organisational requirements.
1. In approximately 400 words, describe the following regarding communication techniques:
➢ The difference between motivational interviewing and coercive approach
➢ The difference between collaboration and confrontation.
Answer:
Motivational Interviewing Coercive Approach
• The powerful gathering is a strategy that is in • A coercive procedure is about the individual lead
treatment that helps people with that cannot or isn't allowed to come to a changing their direct to
additionally foster their decision wilfully or way.
success. In spite of the way that it isn't clearly • This is absolutely not a recommended way for
described that this technique can be depicted anyone to make a decision in any case in a as the strategy
of working with motivation to clinical or prosperity emergency, an individual improve and raise a singular's
attitude/direct. may be guided into making a decision to help • This technique moreover can be used to
help another.
a patient/client research and resolve issues or • A coercive approach can be abnormal for both
desolate opinions. This can be helpful for the recipient of the cynical outcome as well as treating
patients or clients. the individual overseeing the discipline.
• This locations seeing and enabling the • Coercive is affecting one more in making a motivation to
change from the patient or client decision. This truly intends that assuming you and complements that
the change needs to have this power, you are in a situation to come from the patient or client. It
manages create a pessimistic result for someone else. relationship to decide inconveniences. For
example: The point at which an educator
• Rousing talking is working with someone to rebuffs an understudy for neglecting to do
help them with coming to their own schoolwork.
decisions. For example; Obsession, similar
to alcohol, Depression, Obsessive, and
constant lead.

Collaboration Confrontation
• Collaboration is the methodology together of • Confrontation is where no less than two

somewhere around two individuals to individuals.
participate for the common benefit of all • It is the demonstration of facing or the
included. condition defied, particularly a gathering up
• Collaboration exertion relies upon openness close and personal.

and data sharing yet what's more a couple of
• The current circumstance is a negative
levels of spotlight and obligation regarding
the business affiliations. An organization perspective to participating and doesn't
should be spread out watching out for the convey a typical agreement.
creation and closing of gathering workspaces
with the undertaking of risk in regards to The social events included are famous to
•
getting the eminent eventual outcomes of the collaborate or finding compromises in picking
helpful effort. a response.
• There is an emphasis on joint effort and

solidifying characteristics and qualities to
convey the end result.
• Collaboration at the applied level incorporates

mindfulness, inspirations, Self-
synchronization, support, contemplations,
reflection, and commitment.
2. Provide three different factors about the recipient that will influence your type of communication.
Answer:
The different factors are as follows:
Culture or Civilization: Culture is indispensable to how you articulate your considerations. It is a wide thought
with different definitions that is a most fundamental culture which insinuates the conditions that help to shape
your viewpoint or the way in which you translate things that proceed around you. Your family and the country
you encountered youth in, as well as any countries you would have lived in, will all transform into a piece of your
lifestyle. Whether or not you're an expressive or logical communicator will ceaselessly be affected by your social
adolescence.
The capacity to appreciate anyone on a profound level: It is the limit that exactly evaluates your resources
and weaknesses and to translate the sensations of others is that makes up your capacity to comprehend
individuals on a more profound level. Assuming an associate has a driver correspondence style and approaches
you with an issue that makes her obviously insane, picking a relater correspondence style may prevent a speed
increase in the discussion and lead to a positive outcome. The way wherein you give is by no means
whatsoever, fixed. Your ability to comprehend people at their centre grants you to really change your
correspondence style for a given situation and develop sound associations.
Gender: Your direction influences your correspondence style. Monitoring how you talk with individuals in the
workplace can be particularly helpful in making strong associations. The University of Northern Iowa's article on
social correspondence prescribes that men should be charming and not crowd conversations and avoid direct,
"crying" vocal tones in their interchanges with women in the workspace. Women should whoop and avoid
decrees that propose vulnerability. These recommendations rely upon correspondence styles that have been
perceived as direction express.
3. List five examples of health and community services industry terminology relating to role and
service provision. Provide an explanation for each.
Terminology/ Abbreviation Explanation
Practical experience of an inability A handicap expert is liable for investigating

incapacity documentation to decide
qualification, keeping up with and assessing
current cases, offering help and critical
thinking help, assisting individuals with
understanding their inabilities, and conveying
formal preparation to staff.
Emotional well-being Passionate health fuses our energy, to
success that cause impact in manner that

concludes and interface with others, and just
choose
Native and multicultural gatherings Multicultural social orders are depicted by
people of different races, personalities, and
identities living separately in a comparative
neighbourhood. In multicultural organizations,
people hold, pass down, celebrate, and share
their uncommon social ways of life, lingos,
workmanship, customs, and practices.
Matured consideration Developed thought is the assistance given to
more prepared people in their own home or in
a developed thought (nursing) home. It can
consolidate help with conventional living,
clinical consideration, comfort, and stuff like
walking housings or inclines.
Governmentupheld developed thought
organizations are available to qualified people.
It consolidates help with a customary dwelling
like housework, shopping, cooking, or social
journeys, individual thought like dressing,
eating, washing, or going to the lavatory
clinical benefits like nursing, physio, or clinical
thought accommodation on the occasion that
living at home is at this point, not the best
decision.
Youth and Family Service The vision of Youth and Family Services is
that young people who will cultivate sound
bodies, asking minds, solid associations, kind
hearts, imaginative spirits, the conviction to
get the job done bat for themselves as well as
others, and the backbone to gather a
predominant society.
4. What are four things you should never do on social media or newsletters regarding privacy?
Answer:
The following things we should not do are given below:
• We should not be up-to-date with the current trend without any of the research. It can be the scam or
the way of tracking the peoples to their detail information’s.
• We should not post insensitive content on the social media because it is illegal according to the law of
social media. Rather than that it should have some information’s that should be accepted by social
media.
• We should not take any kind of revenge after getting negative comments. Rather than we can report it
to social media so that the law of social media take action against the negative commenters.
• Disregarding comments should be conceivable. Responsibility is of first concern by means of online
media. So when your allies comment on your posts, comment back. The ways of responding to
comments: Be genial anyway capable. Acclimatize what people are referring to and make fitting
responses. Be valuable so your truth will leave clients feeling satisfied.
5. Explain the Ageing population in Australia and what impacts that has on the Health Sector.
Answer:
A developing people is a threat to the Australian economy yet notwithstanding our political system. In The
Republic, Plato communicated: "it is for the senior man to oversee and for the younger to submit". This thought
is known as a "gerontocracy" and insinuates the oligarchical rule of the overall population by its older people. It
is presently striking that Australia, among a huge gathering of other Asian and European countries, is going up
against a real test as a developing people. The Australian Bureau of Statistics predicts that the centre season of
Australians is dependent upon to augment from 36.8 years in 2007 to 45.2 in 2056. The degree of Australians
north of 65 years could augment from 13% to 25% during a comparative time period. A developing people will
incline to project a polling form of power and political clout towards more settled ages. The examination
recommends that there may be a couple of associations among developing and conservativism.
The effect is that it is no matter what this progress around the world there has been little discussion of such
change inside Australia. We need to set up our public foundations for what's to come. Change that spreads out
imaginative frameworks to ensure a more critical depiction for youth and individuals in what's to come is by and
by an issue of need. The way of talking about "intergenerational esteem" ought to be met with public action.
Failure to do as such could incite a gerontocracy that subverts not simply the interests of individuals later on and
the adolescent yet all of Australia.
6. Give two private and two public local services you could access to meet client needs, with their
contact details/web address.
Answer:
They are given below:
Private Services
Tackle privately arranged affiliations: It is described as the cultivating functional plans to regulate time even
more successfully that scales back and administers space that achieves, fills, and set-up the limit.
Client backing: It is portrayed as the working locale that arrangements with prosperity by giving major
prerequisites, money-related guides, and associations that are legitimate when given.
Public Local Services
Natural Protection: The individual who keeps the climate from being annihilation where all life is reliant.
General Health: It is the guideline that is connected with administration that incorporates like transportations
security organization.
7. Briefly explain Laswell and Shannon Weaver methods of communication and how they differ.
Answer:
The Laswell model of correspondence is otherwise called Laswell’s correspondence model that depicts who is
saying something, which channel is utilized to pass on the messages, who the message is focused on, and what
impact the message has. Correspondence sciences and advertising still regularly utilize this model, making this
an exemplary source recipient model also called a straight model of correspondence, or unidirectional cycle's or
activity model since it portrays a one-way process inside the correspondence. It is viewed as one of the most
persuasive correspondence models.
The Shannon and Weaver Model of Communication is a numerical hypothesis of correspondence that contends
that human correspondence can be separated into 6 key ideas: source, encoder, channel, commotion, decoder,
and recipient. This model is uncommonly planned to cultivate convincing correspondence among source and
recipient. Also, they notice factors that impact the correspondence communication called "Upheaval". Every step
of the way, the model was made to additionally foster Technical correspondence. Later it was by and large
applied in the field of Communication.
While Laswell’s model was more stressed over the effect of the message and the limit of correspondence with
respect to society, Weaver& Shannon's model's fundamental concern was to find the best strategy for human
correspondence.
Assessment Case Studies

Case Study 1: Using correct spelling, grammar and punctuation.
Email sent to Home Care RN Emily Bronte
“ Miss Emily, please come there at once to see Mr Tommy in his house he has been very wired and
silly not having stick walking and says he doesn’t need it but when I went there at 0915 after I went to
other clients home I find him sitting on the cheer on the veranda and I ask if he has eaten and he said
no so I said lets go eat Tommy and he said no he wants to stay here. I ask about his stick why he’s not
using and he said he wants to have a walker and I say ok but for now we use the stick because I have
no walker and he has no walker and he yelled at me and called me useless and threw the stick on the
ground and get up and nearly fall over Lucky he landed on his chair toast I get him but he throw on the
ground.”
Rewrite this message using correct spelling grammar and punctuation as well as being objective,
clear and concise.
Answer:
Dear Miss Emily,
I hope you are well there. I demand you to come here once to see Mr. Tommy in his home. He has been
extremely wired and senseless not having stick strolling and says he needn't bother with it however when I went
there at 09:15 after I went to another client home I observe him sitting on the cheer on the veranda and I inquire
as to whether he has eaten and he said no. So I said how about we go eat and he said no he needs to remain
here. I ask about his stick for what good reason he's not utilizing and he said he needs to have a walker I say
alright yet until further notice, we utilize the stick since I have no walker and he has no walker and he shouted at
me and called me futile and tossed the stick on the ground and get up and almost fall over Lucky he arrived on
his seat toast I get him yet he tosses on the ground.
I hope you will come here to look at him.
Best regards,
ABC
Case Study 2: Constraints to communication
Match the situations with the explanations which could lead to miscommunications.
1. Illness A. Client is very anxious about her husband who is unwell 6
2. Emotional status B. Taboo for this client to shake hands on greeting 5
3. Age C. Client needs to pray multiple times a day without interruption 8
4. Language D. Client has pneumonia and is struggling to breathe properly 1
5. Religion E. Client has a speech deficit and requires text to talk aids 7
6. Culture F. You need reasonably loud voice, and to talk to this person 2
(as they have hearing aids) in words they understand, not
“text talk”
7. Ability G. Client has English as a second language 4
8. Cognition H. The client has severe dementia 3
Case Study 3: Continuous improvement
After the recent residents and relatives’ meeting two issues we identified by clients:
1. Clients beds aren’t getting made after their cares in the morning
2. Clients are provided monthly menus in a complicated table format they don’t understand, in
their rooms.
As a carer, it is part of your role to make residents’ beds after you finish with their cares in the
morning. All laundry is cleaned on site, and often, there is no fresh linen to put onto beds before 9am
as the washing from the day before is still being folded/dried. What linen you do have has to go to
people staying in bed, so they have clean sheets. The laundry staff usually work from 07:00am until
15:00pm. According to procedure you are supposed to take the first batch of laundry by 10:00am, not
leave it until you have finished cares, so the laundry staff can finish their duties.
1. What are two things you can think of that would improve the laundry situation?
Answer:
The things that helps to improve are as follows:
1. We should stop by washing our articles of clothing. This may sound gross to someone anyway we
thoroughly don't wash our articles of clothing with the exception of assuming they are truly dirty. We are
talking recognizably untidy like there's a stain, we spilled something on it, or we sweat in it, and it
smells; expecting none of those apply, it's not getting washed buddies. Call us crazy, nonetheless, living
by this fundamental choice really plans that toward the week's end we have less to wash. Additionally,
by not persistently washing our articles of clothing over and over pointlessly, we are staying aware of
the idea of the surface. A large part of the time, expecting that we have worn something the most we
need is some extraordinary it's good to go back in the extra space or bureau.
2. We ought to use clothing packs so has the chance to bunch socks and catch all of your bras together so
they don't get tangled? No one. One of my most noteworthy effective instruments is using network
unmentionables packs for socks, swimwear, and undies. Unmentionable packs are uncommon
considering the way that they keep everything together and safeguard your delicate from getting beat up
by the garments washer, so the sewing won't loosen up and any trim will not be in danger of getting
torn. This is also the most fitting response for hindering missing socks! I hang my clothing sack on my
hamper and basically toss in my socks and underwear after some time. Whenever wash days come, no
organizing is required, I essentially throw the pack in the garments washer on the delicate cycle and use
woollier.
2. What are two ways you could improve the menu situation?
Answer:
The following ways are as follows:
• Utilizing Visual Aids
BY defining a boundary around the menu thing that gives its depiction, where coffee shop will be
requested. To elevate something we want to separate it from the remainder of the menu. One more
method for doing this is with photographs. While you can utilize them all through your menu, utilizing
them sparingly directs cafes to the things you need them to buy.
• Design the Layout
The relationship of the menu is a key coordinating part that makes our menu more open and it urges
clients to organize. Most bistro's bundle holds their things under headings like meat, chicken, pasta,
fish, appetizers, cakes, etc. Long stretches of testing have shown that cafés will undoubtedly organize
the foremost thing in one of these headings.
For example
Expecting that Chicken Diablo is you’re first thing under the chicken, this is the one most likely going to
be mentioned.
Assessment - Electronic Project
Create a PowerPoint presentation to submit with your assessment in this you must address the
following:
➢ Aspects of verbal communication and para language, including open and closed questions
➢ Aspects of non-verbal communication and why you might use it
➢ Ways both verbal and non-verbal to confirm someone has understood what you were
communicating
➢ Affirmations reflections and summaries
➢ How you speak to clients, co-workers, people from other organisations
➢ Identify 5 things you might pick up on that could lead to difficult communications
➢ In a table format- list 6 barriers to communications and how you would resolve them
Observation checklist for assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the unit activity. Indicate in the table below if the learner is deemed
satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.
Learner’s name
Assessor’s name
Unit of Competence (Code

and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to assess the Yes No
competency of the learner? (Please circle)
Has enough evidence and information been provided by the learner for the Yes No
activity? (Please circle)
Comments
Provide your comments here:
The learner’s
Not yet satisfactory Satisfactory
performance was:
If not yet satisfactory, date for reassessment:
Feedback to learner:
Assessor’s signature
THIRD PARTY REPORT

For
CHCCOM005 Communicate and work in health or community
services
Assessment Task # - Must be signed by your workplace supervisor
Instructions to Candidate and Supervisor
1. Alana Kaye College is required to gather and assess evidence of the candidate’s skills and knowledge
as part of the assessment process for this Unit of Competency; this Third-Party Report will assist to
achieve this.
2. The Third-Party Report should be completed by a supervisor or employer who has the equivalent
qualification or above.
3. The Supervisor should not be a relative, close friend or someone who could have a conflict of interest.
4. If the supervisor believes the candidate needs to further develop their skills, please make the appropriate
comments on this form.
5. Alana Kaye College may contact the Supervisor (by phone) to clarify the contents of this Third-Party
Report. Where this is necessary, the Unit of Competency will not be issued until this has occurred.
Important: This step is part of Alana Kaye College’s assessment process and must be completed for the
student to be able to gain competency in this Unit of Competency. Alana Kaye College will use the information
in this form as well as assessment tasks to assess whether the Candidate is competent in this Unit. Alana
Kaye College cannot finalise completion of this Unit of Competency nor award the Statement of Attainment
until the Third-Party Report is received and assessed by a Qualified Assessor.
In completing this report, you are asked to provide ‘third party’ verification as accurately as possible that the
candidate can apply the workplace skills and knowledge specified below. Please try to provide examples of how
the candidate applies the skills or knowledge.
Competency CHCCOM005 Title: Communicate and work in health and

Code: community services
Student Name:
Workplace (name
and address):
Name of person
providing
evidence:
Qualifications of
person providing YES/NO
evidence (evidence (Supervisor required to have a qualification in Individual Support or equivalent at the same level or above).
on file at AKC) (If qualifications are not on Alana Kaye College’s file please provide)
What is your e.g. Employer, relative etc.
relationship to
the candidate?
How long have
you
supervised the
candidate?
Telephone: Email address:
Supervisor to complete:
Please give information on whether the candidate consistently applies the skills and knowledge listed
below to the expected workplace standard.
Have you directly observed the student using effective communication skills in at least three different work Yes
situations? This includes clarifying workplace instructions and negotiating timeframes with colleagues, dealing /No
with communication constraints and completing workplace document. Please comment below.
Third Party Comment: Please indicate in this section examples of how you have observed this.
Situation 1 Date: Duration of time spent communicating in work situation

Short description of situation including
communication constraints present:
Date: ___________ to _______________
Completed workplace documents: Yes/No

Date: ___________ to _______________

Date: ___________ to _______________
During your direct observations did the student demonstrate a good understanding and
working practice of the below?
Yes
/No
Clarified workplace instructions and negotiated timeframes with two colleagues in a health or
community service? (Example: used open ended questions to clarify work instructions with work colleague,
repeated key points)
Colleague 1 Date:
Colleague 2 Date:
Completed two written or electronic workplace documents to organisation standards and within confidentiality
procedures? (Example: completed, client records, recording only the information needed and ensured
compliance with privacy and confidentiality).
Listened to person’s requests, clarified meaning, confirmed understanding and responded appropriately?
(Example: the student used active listening techniques when communicating in the workplace and demonstrated
appropriate verbal and non-verbal communication skills)
Followed verbal, written and digital communication protocols and used industry terminology when communicating
with different people and lines of authority both within the workplace and when communicating with other
services? (Example: communicated appointment times, directing people through the service; handled
confidential patient/client information)
Used communication skills to avoid, defuse and resolve conflict situations and reported any complicated or
difficult situations? (Example: used inclusive and friendly person-centred communication and followed correct
protocols for reporting any problems)
Identified and recommended improvements in the workplace to improve work practices or procedures and
consulted with relevant workplace staff to initiate action? (Example: student suggested having a heated cabinet
for kitchen staff to deliver food to wings instead of trolleys as it keeps food warmer and is nicer and safer for
residents)
Has the student shown sufficient knowledge of the following dot points in relation to communicating and working
in health or community services?
• Locating information on the legal and ethical aspects of working in health and community services.
Understanding and applying legal and ethical considerations such as duty of care, mandatory reporting,
privacy, confidentiality, disclosure, discrimination, informed consent, work role boundaries
(responsibilities and limitations), child protection across all health and community services contexts,
indicators of risk, ethical decision making and conflicts of interest.
• Understanding terminology relating to the job role and service provision in health and community service
industries and the structure, function and interrelationships between different parts of the health and
community service system.
• Using effective and appropriate communication techniques i.e. using open ended questions,
affirmations, reflections and summaries, recognising the difference between motivational interviewing
and coercive approach and collaboration and confrontation.
• Recognising influences on communication such as language, culture, religion, emotional state, disability,
health and age and recognising constraints to effective communication in health and community service
contexts.
• Understanding the importance of grammar, speed and pronunciation for verbal communication and
when and how to use and recognise non-verbal communication.
• Organisation structure and different models to support client service such as the principles underpinning
person-centred service delivery, principles of rights-based service delivery, different roles and
responsibilities of the team, characteristics of multi-disciplinary teams and how they are used,
relationships between different members of the health and community services workforces, role of
support services, links and interrelationships with other services and funding environment.
• Digital media and use in community services and health sector, including: web, email, social media,
podcast and videos, tablets and applications, newsletters and broadcasts, intranet.
General Comment on students work practice. Please indicate any areas of concern.
Acknowledgement of completion of Third Party Report tasks

I ______________________________ acknowledge that I have directly and individually

(Supervisor’s name)
observed and questioned ____________________________ on all aspects listed in this

(Candidate’s name)
report. I acknowledge the candidate has been assessed in a situation that authentically
represents a workplace situation.
Supervisor’s signature Date
Further comments by supervisor (if applicable)
Candidate – I understand and agree with the comments and outcomes of this Third-Party Report and agree
to be re-assessed at an appropriate interval if found not yet competent.
Candidate’s name
Candidate’s signature Date
If the Supervisor changes during this Third-Party Report, please complete below:
Supervisor’s
name:
Telephone:
Email:
END OF ASSESSMENT WORKBOOK

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Student Assessment Workbook

ASSIGNMENT COVER SHEET

Qualification Code/Title CHC33015 Certificate III in Individual Support

Competency Code/Title CHCCOM005 Communicate and work in health or community services

ASSIGNMENT START DATE

ASSIGNMENT DUE DATE

COMPETENCY JUDGEMENT – TRAINER/ASSESSOR USE ONLY

Assessment Task Result (S = satisfactory; NS = not yet satisfactory) S NS

Overall Assessor Comments:

STUDENTS MUST NOT COMPLETE THE FOLLOWING FEEDBACK – ASSESSOR ONLY

Administration  VETtrak & tracking spreadsheet updated Initial:

I understand the assessment requirements to achieve competence. ☐ ☐

I am ready for assessment. ☐ ☐

This assessment may be accessed by the government (Australian Skills Quality ☐ ☐

Signature: snda Date Submitted: 22/02/2022

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CHCCOM005 COMMUNICATE AND WORK IN HEALTH OR

SECTION ONE: UNIT AND ASSESSMENT OVERVIEW

• demonstrated effective communication skills in 3 different work situations

• Educational and Student Support Services

Role of the Trainer/Assessor

• answer any questions you might have about the assessment

Instructions for students

Submitting your Assessment and Due Dates

Feedback on your Assessment

• Satisfactory – you have successfully met the assessment task requirements, OR

• Competency Achieved – you passed OR

SECTION TWO: TOPICS COVERED

SECTION THREE: ASSESSMENT TASKS

Formative Assessments – Assessment Activities 1A – 6B

Summative Assessments – Knowledge Questions 1-7

Case Studies – Case Study 1-3

1. List five attributes of active listening. Answer:

• They eager to learn new things from others carefully.

• They won’t interrupt others speaking in the middle of the conversation.

• You tries to listen to speaker opinion and accept accordingly.

3. How can body language enhance a person’s understanding?

Non-verbal communication upgrades an individual's arrangement by notifying adequate eye-to-eye connection.

4. How can you show respect for diversity using communications

We can show respect while communicating by following ways:

Staff A & B : Sure sir we will do is as your wish.

So, I request to maintain his health prevention by following the guidelines.

If you have any queries, please let me know.

2. What methods of communication skills should you show to:

➢ Supervisors and managers

➢ People from other services and visitors

Co Workers : Oral communication skills

Clients : Oral and Written communication skills

Supervisors and Managers : Written communication skills

People from other services and visitors : Written communication skills

 Doing investigation starter about individuals' snippets of data.

 Gathering information in regards to the assortment, investigation, and discord.

They are given below:

Public Health/Community Service Provider

Private Health/Community Providers

The roles and responsibilities are given below:

Responsibilities: -Provide a workplace that is free from hazardous instruments.

Responsibilities: -Give a work environment that is liberated from risky instruments.

Clinic and Medical hall

Responsibilities: -Provide a workplace that is free from hazardous instruments.

4. What three national subsidy strategies exist in Australia? Answer:

They are as follows: