Dave and other workers safe from harm the situation and try calm dave down

CHCCCS009 – Assignment 1

What you have to do
The assignment for the unit CHCCCS009 Facilitate responsible behaviour has two tasks. Task 1 has three case study scenarios and Task 2 has 5 descriptive answer questions.

On Thursday the 25th of February at 10:00am John arrived at the emergency waiting room. John is a 25yr old man who is an outpatient. John appears to look malnourished, and has scars on his wrists. You notice that he also has wounds on the inside of his elbow.

John has been waiting for approximately an hour when he approaches the desk for the second time. With his flushed faced and dilated pupils He demands to be seen immediately.

	What two types of behaviour is the patient demonstrating? aggressive Self- destructive Briefly explain the two behaviours

Malnourished with scars on his wrists
Flushed face and dilated pupils
Swearing, shouting and shaking his wrists
Leaning across the desk

4. How can you help diffuse anger and frustration to ensure the safety of yourself and others? Maintain behaviour that helps diffuse anger and frustration

behaviour?

     

INCIDENT REPORT FORM

(Please describe)	No

	The incident is to be documented
Worker’s signature & date

	All staff were debriefed and offered support.
Supervisor’s signature and date

Mary is a trained clerk, so it is just a matter of showing her the policy and procedures for your department.

For the first few weeks Mary seems to be settling in quite well and you are happy with her work performance, however this week Mary seems have a different attitude towards work. She refuses to follow orders and listen to the other supervisors of the different sections of the hospital, because Mary feels she knows better.

I would have one on one chat with her as soon as possible and explain that I have received some negative feedback from other staff members that her behaviour has been causing some concern. I would explain the behaviour to her and then give her the opportunity respond and explain what is making her feel the way she does to try and establish the cause of her behaviour. I would also give her the opportunity to change her behaviour.

2. What do you think is causing this behaviour?

I would use effective listening and acknowledge her concerns. I would be empathetic and ask open questions to try and establish what is causing her behaviour. I would also be assertive and explain to her that her that her behaviour is not acceptable.

5. What policies might an organization have in place to deal with this type of situation?

I don’t think she needs to be referred to any specialist services at this point in time however she may be referred to the Human resources department to further discuss any further training or changes that may be required to help her work through the issues she appears to be having in her current job role. She may also be recommended to attend a counselling service.

Part C

He has come to work today and looks a bit disorientated. When you ask him how he is going he explodes and begins abusing you.

Questions
1. What do you think is an acceptable way to manage this behaviour?

It is important to check whether any similar incident’s involving Dave have previously been reported. This can be obtained by checking Dave’s employment file.

It may also be necessary to establish whether Dave is intoxicated at the time of the incident.

6. How should you monitor Dave’s subsequent behaviour in the medium to long term? What should you do after the incident?

The incident should be reported and documented in accordance with the relevant policies within the organisation. It may be necessary to complete a critical incident report as Dave’s behaviour is abusive and poses a threat to other people. Dave should be offered counselling and he should be given the opportunity to change his behaviour.

Most organisations have a Code of conduct policy that must be followed

The Code of conduct policies outline acceptable behaviour and treatment towards others within the workplace such as

Counselling and support services must be offered

8. What might your needs be after you have dealt with an incident like this and what kind of support should you expect from your manager or supervisor.

1. List the effective communication strategies you would use to achieve the desired outcomes in responding to behaviours of concerns?

Keep your voice, facial expressions and body language calm and non- threatening

2. List the 4 steps to ensure the safety of yourself and others when dealing with a

challenging behaviour.

appropriate communication techniques to divert and minimise aggressive or violent behaviour.

6

I have:

 answered all questions in the space provided