Reference no: EM133553599

Communicate and work in health or community services

Purpose To complete the Performance Evidence requirements for CHCCOM005 Communicate and work in health or community services, the candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate 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 are present
• completed 2 written or electronic workplace documents to organisation standards

Your assessor will assist you in working through three simulated activities that meets all of the above performance evidence requirements.

Simulated Activity 1: Briefing with Team Leader

Scenario
As a support worker in the facility, you are required to attend weekly team meetings every Friday. Issues that happened through the week are shared and discussed during these meetings.

The week before, a new procedure on the use of Personal Protective Equipment (PPE) was released by the facility management as there has been a rise in the number of clients suffering from infectious diseases in the facility. There was feedback that some of your team members seemed to be confused about the procedure information and instructions.

On Thursday morning, you received an email from your team leader Susan saying that she is unable to attend the meeting that Friday due to an urgent personal matter she has to attend to. She asked you to lead the meeting with two other members of the team, Anna and the newly hired care worker Tamiko. You are required to discuss the issues regarding proper use of PPE in the facility, providing necessary information and instruction to your team members. You were also tasked to take the minutes of the meeting and complete a Continuous Improvement Form for any recommendations that will arise from the meeting. The necessary forms and a copy of the PPE procedure were attached to the email but there was no mention of the deadline for the submission of the minutes and the Continuous Improvement Form.

Although you have worked in the facility for two years now, you are quite nervous as you have never conducted a team meeting before. You decided to ask Susan if you can have a quick chat with her to clarify what the requirements are and when the meeting records are due. Susan reluctantly agreed to have a short briefing with you that afternoon.

Physical environment and documents required:
• A meeting room with appropriate chairs and table in a community service facility.
• Minutes of the meeting template
• Continuous Improvement Form
• Procedure on use of Personal Protective Equipment (PPE)

Characters:
• You (the student), a support worker in the facility for 2 years now
• Susan, your team leader

Instructions for Susan, Team Leader
• Because of a family emergency, you cannot attend to your duties for the rest of the week, including leading a team meeting the following day. You sent a short email to your most senior support worker in the team (the student) to conduct the meeting on your behalf and was preparing to leave the facility as soon as possible. You received a request from the support worker (the student) for a briefing regarding your email request.
• You agreed to have a short meeting with the support worker (the student) to discuss the team meeting requirements but was quite annoyed that the support worker (the student) still required a briefing despite your instructions in the email.

Simulation 2: Team Meeting

Scenario
After your briefing with Susan, the team leader, you were able to clarify the requirements for the team meeting. Susan also told you that Anna was asking her questions during the week about when to use the PPEs. She also mentioned that Tamiko was not using gloves to clean a urine spill the other day when she was told specifically to do so. She reminded you that Tamiko sometimes has a hard time following verbal instructions. Susan asked you to ensure they both are clear on the requirements of the PPE procedure during the team meeting.
You are now ready to conduct the team meeting with Anna and Tamiko.

Simulated Activity 3: Mrs Robinson

Scenario
At the facility's dining room this morning, you noticed that Mrs Robinson did not join the rest of her usual group of friends for breakfast. Mrs Robinson suffers from diabetes and is required to eat regular but small meals as part of her diet. It is not good for her to skip a meal.
You decided to see if she was still in her room.When you knocked several times and called out her name, nobody answered so you decided to open the door and check. When you entered her room, she was sitting by the window, seemingly sad and teary-eyed, clutching a photo of a cat. She was obviously upset about something.
You need to find out what is wrong and how you may assist her.

Part A - Questions
Question 1 List two principles of effective communication.

Question 2 Identify two models that demonstrate effective communication principles.

Question 3 Explain two different modes of communication.

Question 4 Outline two types of effective communication used in community services settings.

Question 5 Explain how language choice can influence the way we communicate.

Question 6 Explain how cultural differences can influence the way we communicate with each other, and where to get assistance if unsure about cultural practices and values.

Question 7 Explain how religious differences can influence the way we communicate with each other.

Question 8 Explain how emotional states can influence the way we communicate with each other.

Question 9 Explain how disability can influence the way we communicate with each other.

Question 10 Explain how one's state of health can influence the way we communicate with each other.

Question 11 Explain how age can influence the way we communicate with each other.

Question 12 Give two examples of ways to keep your written communication clear and easily understood when you communicate service information to a diverse range of readers.

Question 13 What does maintaining confidentiality of information mean and how does one maintain confidentiality?

Question 14 Explain why it is important to understand community services terminology relating to a community worker's role when providing a service to a person.

Question 15 Give two examples of potential constraints to effective communication with people receiving services.

Question 16 How does a motivational interviewing technique differ from a coercive interviewing approach?

Question 17 Explain the difference between collaboration and confrontation when managing conflict situations.

Question 18 Explain the legal and ethical considerations relating to a person's privacy.

Question 19 Explain the legal and ethical cnsiderations relating to confidentiality.

Question 20 When is it legitimate to ‘disclose' private information about a person in receipt of care?

Question 21 Explain the legal and ethical considerations relating to discrimination.

Question 22 What is meant by the term ‘duty of care' and what are its legal and ethical considerations?

Question 23 Explain the legal and ethical considerations relating to mandatory reporting.

Question 24 Explain the legal and ethical considerations relating to the use of translation services.

Question 25 Explain the legal and ethical considerations relating to the use of informed consent.

Question 26 Explain why it is important to know the requirements, boundaries and limitations of your work role.

Question 27 Identify two potential sources of information in the community services environment.

Question 28 Explain what legal and ethical considerations apply to all sources of information.

Question 29 What is meant by ‘ethical decision-making'?

Question 30 Explain what is meant by ‘conflicts of interest' and how they arise.

Question 31 Describe the main types of breaches in standard procedures that community services workers are most likely to encounter.

Question 32 List at least two issues that may prevent the achievement of workplace rights and responsibilities.

Question 33 Explain how digital media is used in community services.

Question 34 Explain how email is used in the community services sector.

Question 35 Explain how social media is used in the community services sector.

Question 36 Explain the meaning of digital podcasts and digital videos, and why they are useful to those in the community services sector.

Question 37 Explain how tablets and applications are used in the community services sector.

Question 38 Explain how digital newsletters and broadcasts are used in the community services sector.

Question 39 Describe the importance of intranet use within the community services sector.

Question 40 Explain what ‘person-centred' means in relation to providing community services.

Question 41 Give two examples of how a person-centred approach can empower people.

Question 42 Explain what is meant by a ‘rights-based service delivery' and give two principles of this approach to care.

Question 43 Explain how a team's roles and responsibilities within an organisation can support optimum service delivery.

Question 44 What is a multidisciplinary team?

Question 45 Explain two ways that multidisciplinary teams are used to support optimum service delivery.

Question 46 Explain the ways in which relationships between different members of the community services sector can optimise the delivery of care.

Question 47 Explain the role of support services.

Question 48 Explain how links and interrelationships between community service organisations help to support people accessing services.

Question 49 Give three examples of possible funding sources in the community services sector.