Reference no: EM132675338

CHCCOM005 Communicate and Work in Health or Community Services Assignment - Inspire Education, Australia

1. Knowledge Assessment

1. The following are different communication techniques that can be used by support staff with their clients. Match each communication technique to their correct definition.

Write the letters of your answers in the spaces provided.

Resource		Definition
	1. Open-ended questions	a) These require the support staff to listen carefully to the client so they can clarify and restate what the client said.
	2. Summaries	b) These questions usually require long responses and enquire about the respondent's knowledge, opinion, or feelings.
	3. Affirmations	c) A technique where the support staff reflects over the discussion with the client and repeats the information provided by the client.
	4. Reflections	d) These are statements that encourage the client and can be demonstrated by positive non-verbal cues.

2. The following situations show how the different communication techniques are used by support staff to clients in an aged care facility. Identify the technique presented by writing the following letters in the spaces provided:

a) Motivational interviewing

b) Coercive approach

c) Collaboration

d) Confrontation

a) A client in a residential home has been suffering from diabetes and hypertension. As such, his health plan requires him a certain amount of different medication. The client refuses to take all the medication as he feels unwell. The support staff tells him of all the other illnesses he will acquire if he doesn't take his medications.

b) A client is being supported with his personal care need. The client expresses they want to change a preference in care but the individual support worker continues with the planned care without talking with the client. The client expresses their disapproval of this and suddenly, an argumentative situation arises between the client and the individual support worker.

c) A client being supported with his personal care needs and the individual support worker talks with the client about their support needs and preferences as per their care plan. If there are any changes, the individual support worker documents these and reports to the supervisor for the care plan to be reviewed and updated.

d) A potential client is refusing admission to residential care. The support staff talks and discusses with the client the pros and cons of being in a residential home. The potential client then reflects on what they need and what they want in relation to the recommended support.

3. Which of the following are potential constraints to effective communication and health service delivery?

Guidance: Select five (5) responses.

a) Emotional state of the client

b) A person with complex communication needs with no communication aid

c) Stereotypes about the different areas of diversity

d) Financial status

e) Proximity (e.g. closeness and personal space)

f) Hierarchies in the organisation

4. Match the following basic communication models to their correct definitions.

Write the letters of your answers in the spaces provided.

Model		Definition
	1. Interactive	a) The communication process is two-way. The sender provides the message and waits for the receiver to provide feedback.
	2. Transactional	b) The communication process is two-way. Both the sender and receiver of the message can change roles as speakers and receivers simultaneously.
	3. Linear	c) The communication process is one-way - the message is delivered only by the sender.

5. Match the following modes and types of communication to their correct definitions.

Write the letters of your answers in the spaces provided.

Modes and Types of Communication		Definition
	1. Verbal	a) It is essential for communicating and documenting information, such as client's data. It allows information to be recorded.
	2. Non-verbal	b) It is also referred to as oral communication. It uses spoken words to communicate a message.
	3. Written	c) This uses body language, gestures, facial expressions, and even posture.
	4. Interpersonal mode	d) It involves understanding and interpreting written and spoken language on a variety of topics
	5. Interpretative mode	e) It involves presenting information, concepts, and ideas to an audience to listeners or readers.
	6. Presentational mode	f) It involves engaging in conversation, providing and obtaining information, expressing feelings and emotions, and exchanging opinions.

6. Which of the following situations in an aged care context are correct in terms of legal and ethical considerations?

Guidance: Select two (3) responses.

a) Thomas is a war veteran in an aged care facility. He loves to talk about his war experiences to other clients and support workers. One of the support workers has become interested with Thomas's stories. One day, he tells Thomas about another resident who is also a war veteran.

b) Lois, an elderly, is showing signs of depression and dementia. Her family members brought Lois to a specialist for a psychological assessment. Lois does not agree with this as she does not perceive herself to be unwell.

c) Clive is a young and active support worker in a residential care facility. One of their clients speaks nicely about Clive's service to his daughter. The grateful daughter of the client gives a present to Clive, which Clive refuses.

d) Candice, a residential care worker, has built rapport with most of the elderly clients. Sometimes, she would volunteer to assist the client home if they live around the community where she also lives.

e) Antonina, an elderly migrant from Russia, is to be admitted in a respite care. The support worker seeks the assistance of a bilingual interpreter to explain to Antonina the services and support that she will be provided while she is in the facility.

f) Cascade Peak Homes, an aged care facility, has policies and procedures in place to ensure the health, safety, and wellbeing of their residents, their families, visitors, and staff. These policies and procedures include consultation regarding WHS matters, emergency evacuation procedures, and safe manual handling.

7. The following are terminologies in health and community services industry that relate to the individual support worker's role and service provision.

Match each to its correct definition. Write the letters of your answers in the spaces provided.

Terminology		Definition
	1. Models of service delivery	a) Its focus is promoting and building on the strengths, skills, interests, abilities and capacities of the person.
	2. Strengths-based approach	b) This refers to the different set of methods and techniques used by the support worker in providing support and service to the client.
	3. Rights-based approach	c) It is the framework of the way health services are to be delivered.
	4. Client-centred practice	d) The treatment and care considers any decision the client believes is good for his own health.
	5. Approaches to service delivery	e) This refers to the empowerment of the client to realise and exercise their rights.

8. Which of the following statements are true about the principles of person-centred service delivery and rights-based service delivery?

Guidance: Select two (2) responses.

a) In a person-centred service delivery, the client's choice of service to be provided is taken into account.

b) In a person-centred service delivery, the client will have the right to consent in any service they are to be provided regardless of mental capacity.

c) In a rights-based service delivery, everyone has the right to choose the type of treatment that will be provided for them.

d) In a rights-based service delivery, everyone is entitled to their right to access a high quality aged care provider.

e) In both person-centred and rights-based service delivery, the service provider decides upon the treatment required for the client.

9. The following are some of the roles in a multi-disciplinary aged care team.

Match each role to its corresponding responsibility. Write the letters of your answers in the spaces provided.

Role		Responsibility
	1. Doctor or general practitioner	a) They are a registered health professional specialising in the healthcare of the elderly.
	2. Geriatrician	b) They are a registered health professional who assesses, manages, and uses nursing diagnostic tools for complex health needs, and medication administration. They also develop the care plan for the client which must be followed by the team. They facilitate the care staff and have a high level of accountability.
	3. Assistant In Nursing (AIN) Personal Care Assistant (PCA) Individual Support worker (ISW) Aged Care Worker (ACW)	c) They provide support to activities of daily living   (ADLs), and work under direct supervision and direction of the Registered Nurse (RN) or Enrolled Nurse (EN).
	4. Physiotherapists	d) They are a registered health professional who are responsible for the clients' overall healthcare. They diagnose and prescribe treatments.
	5. Registered Nurse (RN)	e) They are responsible in providing treatment for musculoskeletal conditions in the elderly.
	6. Enrolled Nurse (EN)	f) They can help by bridging any cultural gaps to ensure the person gets the best possible support with their complex communication needs.
	7. Aboriginal health worker	g) Registered health professional that assesses the bodies' functions to use augmentative and alternative communication (ACC) tools and devices
	8. Occupational Therapist	h) They directly provide support to the client such as support with activities of daily living (ADL), administering medication, observations and technical skills. They work under direct/indirect supervision and direction of the registered nurse.
	9. Speech and Language Pathologist (SLP)	i)       Registered health professional who assesses, diagnoses and provides treatment for people with communication and swallowing disorders. They work in public health systems and private practice.
	10. Culturally and Linguistically Diverse (CALD) interpreters	j) Their role involves collaboration with service providers and the clients, especially from the cultural community, to build relationships.

10. Below are the characteristics of a successful multi-disciplinary team. Match each to its application.

a. Mix of skills and experiences within the team

b. Agreed governance structure

c. Systems and protocols for communication and interaction

Write the letters of your answers in the spaces provided.

Application

a) Team members follow the team's reporting procedures within the team. For example, when reporting incidents, an individual support worker completes an incident report and or reports it to his/her or the registered nurse (RN).

b) Each team member plays different roles and performs different tasks within the team. For example, the individual support worker only performs those tasks that are within scope of his/her own role. The support worker cannot perform the tasks of a doctor or the registered nurse.

c) All team members get to contribute their own knowledge, skills and expertise for the team to effectively deliver services. E.g. Different health practitioners specialise in different expertise, a doctor can recommend a physical therapist to help a client who is left physically injured in a car accident.

11. Why are grammar, speed, and pronunciation important in verbal communication?

Guidance: Select three (3) responses.

a) Correct grammar ensures that the message you communicate is easily understood by the client.

b) Bad pronunciation may be perceived as lack of language competence by those who can speak the language well.

c) Pronunciation can go unnoticed when speaking with another person.

d) Speed in verbal communication can help express the speaker's thoughts and feelings.

12. The following are situations that relate to ethical decision making or conflicts of interest.

Categorise each option by writing E if it refers to ethical decision making and C if it refers to conflicts of interest.

a) An elderly client has been physically abused by a family member. The client confides this with a support worker. The family member, realising this, paid the support worker so he won't report this to anyone. The support worker accepts the payment.

b) An Aboriginal worker always tries to support and assist the clients who are from her culture, saying that this is practising cultural safety. She refuses to provide the same level of care to non-Aboriginal clients because she thinks they are racist to people of their culture.

c) A client who has dementia began to show signs of uncharacteristic behaviour. The worker decides that it's best to consult the client's care plan to decide whether or not physical restraint must be used.

d) A worker suspects that one of their elderly clients has been assaulted by another worker. He asked the client about it and the client did not deny this, however, the client requests the worker not to tell anyone about it. The worker makes a report about it to the authorities.

13. Which of the following statements are correct about the using and recognising non-verbal communication in an aged care setting?

Guidance: Select three (3) responses.

a) Nodding or smiling to an elderly patient may convey a positive message.

b) Oral communication and non-verbal communication always imply the same message.

c) Facial expression is the most used form of non-verbal communication.

d) Forms of non-verbal communication may not always convey what the person is really feeling e.g. cultural norms.

14. Match following digital media on how these are used in community services and health sector. Write the letters of your answers in the spaces provided.

Digital Media			Uses
	1. Social media		a) These are recordings of digital moving visual images which can be accessed online or through storage devices. They can be used in marketing the healthcare service or to promote health information or even as instructional materials.
	2. Email		b) It is a form of online audio broadcast that can be downloaded. These are usually used to publish new researches in the medical field.
	3. Tablets and applications		c) This can be used by healthcare professionals to communicate with each other online.
	4. Podcasts		d) Can be used to easily build brand and client relationship as the communication is immediate and direct.
	5. Videos		e) Can be used in maintenance and easy access of health, communication, and consultation records. They can also be used as communication aids e.g. assistive software for people with complex communication needs (e.g. hearing and speech impairment)
	6. World Wide Web		f) These are published (digital or print) and can be distributed to clients and their family/carers. They contain information on various topics in healthcare and the healthcare provider.
		7. Intranet	g) This form of media is found to be the most effective way to communicate as it can reach wide range of audience.
		8. Newsletters	h) It can be used to view online pages and find information about health care and the services offered.
		9. Broadcasts	i) It can help workers access communication data within the organisation in their convenience.

2. WORKPLACE EVIDENCE

This part of the RPL Kit requires you to provide evidence from the workplace. The evidence could be from your current workplace or one that you have recently been involved in however it must be in the aged care sector whilst performing the role of aged care support worker.

You may need to obtain permission from your workplace supervisor to be able to submit the documents requested. Please also ensure that you maintain confidentiality and remove or cross out any identifying names etc. on the documentation.

This documentation is to demonstrate that you contribute research information about compliance and ethical practice responsibilities and then develop and monitor policies and procedures to meet those responsibilities.

This unit of competency requires you to provide evidence of completing the following:

1. Communicating effectively with people

2. Collaborating with colleagues

3. Addressing constraints to communication

4. Reporting problems to supervisor

5. Completing workplace correspondence and documentation

6. Contributing to continuous improvement

The requirements of this unit also includes:-

Provision of demonstrated evidence that the candidate has managed tasks and contingencies in the context of the job role and has:

- 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.

1. Communicating effectively with people

Provide documentation for three (3) individual clients that evidences how you used effective communication and addressed any constraints to communication, i.e., one document per client:

Any of the below documents/or other documentation can be submitted as long as it contains the abovementioned information as required:

Meeting minutes

Email correspondence

Progress notes

Communication book/hand over book

Performance appraisal

Client feedback

Workplace skills assessments

Checklists

Monitoring tools

Task logs

Staff handbook

Reporting policies and procedures

2. Respond to communication constraints

Provide documentation for three (3) individual clients that evidences a time that there were communication barriers or constraints and how you addressed these constraints, i.e., one document per client:

Any of the below documents/or other documentation can be submitted as long as it contains the abovementioned information as required:

Meeting minutes

Email correspondence

Progress notes

Communication book/hand over book

Performance appraisal

Client feedback

Workplace skills assessments

Checklists

Monitoring tools

Task logs

Staff handbook

Reporting policies and procedures

3. Clarify instructions and negotiate timeframes

Provide documentation for two (2) separate occasions/situations where you were required to clarify workplace instructions and negotiate timeframes for completing tasks, i.e., a separate document for each of the two (2) occasions:

Any of the below documents/or other documentation can be submitted as long as it contains the abovementioned information as required:

Meeting minutes

Email correspondence

Progress notes

Communication book/hand over book

Performance appraisal

Client feedback

Workplace skills assessments

Checklists

Monitoring tools

Task logs

Staff handbook

Reporting policies and procedures

4. Complete written or electronic documentation

Provide documentation for two (2) separate occasions were you completed written or electronic documents in your workplace, i.e., a separate document for each of the two (2) occasions

Any of the below documents/or other documentation can be submitted as long as it contains the abovementioned information as required:

Meeting minutes

Email correspondence

Progress notes

Communication book/hand over book

Performance appraisal

Client feedback

Workplace skills assessments

Checklists

Monitoring tools

Task logs

Staff handbook

Reporting policies and procedures

5. Contribute to continuous improvement

Provide documentation to evidence how you are involved with contributing to continuous improvement processes.

Any of the below documents/or other documentation can be submitted as long as it contains the abovementioned information as required:

Meeting minutes

Email correspondence

Performance appraisal

Client feedback

Workplace skills assessments

Checklists

Monitoring tools

Task logs

Staff handbook

Reporting policies and procedures

Attachment:- Communicate and Work in Health or Community Services Assignment File.rar