Provide health promotion information organisation policies

CHCCOM005 Communicate and Work in Health or Community Services Name: Sunita Mehmi ID: 10759

Assessment Task 1 – Questioning

verbal	Non verbal

Importance of verbal non verbal communication:
i) To share the information correctly.

ii) To interpret the idea of conversation in professional way.

a. Grammar.

b. Speed.

Grammar	Speed	Pronunciation
• Prominent and		perceivable by everyone. As it ensures: • Understanding the concept• Convey message effectively• Facilitating further

3. With regard to non-verbal communication, briefly explain:

a. When it should be used?

When it should be used	How it should be used	How to recognise it
It can be used constantly.	 It should be used continuously.

easily understood?

• To reduce misconception of the concept.

• Reduce awkwardness.

• Reduce conflicts between client and organisation.

• To avoid conflicts.

• To maintain Proper understanding.

6. Why is it important for health services assistants to listen to requests, clarify the meaning of requests (where

required) and respond appropriately to requests?

CHCCOM005 Communicate and Work in Health or Community Services

Name: Sunita Mehmi ID: 10759

c. Within confidentiality procedures?

 To avoid

 To stay up to date.

 To do job promptly.

 It is a legal requirement.

 It is Clients right.

•Do job effectively

•Pass message correctly.

The use of industrial terminology correctly in every formal communication is important because:

•To make the conversation understandable for professionals.

brief sentence using each term correctly and provide an example:

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

CHCCOM005 Communicate and Work in Health or Community Services

•To make the communication put together according to organisational guidelines.

11.

•Patients who are ‘difficult’, abusive, non-compliant

•Sensitive topics (e.g. palliation, death, etc.)

communication situations, according to organisation procedures?

Health assistants should report early signs of potentially complicated communication situations according

•So that Early intervention can be taken to avoid further damage.

12. List three (3) constraints to effective communication. Then, for each, give one (1) communication

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

diagrams, etc.), verbal communication techniques (e.g. speaking clearly, using correct grammar /

CHCCOM005 Communicate and Work in Health or Community Services

Name: Sunita Mehmi ID: 10759

• Don’t push the client to speak up or give immediate response to you.

• Speak in clear and pleasant voice.

•Duty of care ‘mandatory reporting

•Infection control

• Beneficence – to do good

•Non-malfeasance – to do no harm

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

c. If a health services assistant encounters difficulties in complying with their legal or ethical

CHCCOM005 Communicate and Work in Health or Community Services

• Reporting such issues to appropriate people is both a legal and ethical requirement,

• This helps to facilitate an appropriate response to the issue.

•Supervisor’s supervisor

•Service manager

a. Briefly state why a health services assistant should refer issues impacting on other’s rights and

responsibilities?

Give three (3) examples.

•Supervisor

•Dept of justice : e.g. Department of health, Aged Care Quality and Safety Commission

situations to their supervisor.

•To prevent further conflicts in near future.

documentation according to their legal requirements and organisation procedures?

•Ensuring documentation is legible, signed, dated

legal requirements and organisation procedures?

• To maintain the information of client confidential and private.

clarify their understanding of these documents with their supervisor if required?

•To do job properly according to their organisation.

organisation standards? Note one (1) example.

•All the records should be done on the same day for early action and date wise.

•Written documents should be kept in double lock.

•No social media at work policy.

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

22. Why should health services assistants use clear, accurate and objective language when documenting

events?

•Easy to understand,

That there are no judgements of the client, that there are no unfounded conclusions, and that

Health and community services have a legal andethical responsibility to ensure the privacy and confidentiality of their clients, colleagues, others attending their service and the service it. This includes, for example, ensuring that records are kept safe (e.g. in a locked filing cabinet), ensuring that records are only shared appropriately and with relevant people, ensuring that records are shared with the consent of the client, ensuring that records are not discussed in public spaces (e.g. tea-
rooms), informing clients of what is done with the records the service collects, and only using records about a client in a way that is reasonable / expected, etc

Discrimination

CHCCOM005 Communicate and Work in Health or Community Services Name: Sunita Mehmi ID: 10759

	advice or omissions. If this results in damage, a health and community services worker may be deemed negligent and responsible for civil and criminal legal action.
Mandatory reporting

	Informed consent means that patient is provided with sufficient information (including relevant benefits and risks) to make an appropriate decision about whether to go ahead with the proposed examination or procedure.
Work role boundaries (responsibilities and limitations)

b. What is ‘ethical decision making’, and why should health services assistants use ethical decision making to resolve conflict of interest situations?

•Ethical decision-making involves using the ethical principles to balance competing choices when choosing among alternatives.

CHCCOM005 Communicate and Work in Health or Community Services Name: Sunita Mehmi ID: 10759

Open-ended questions	Open-ended questions are designed to elicit a full and meaningful answer, rather than just a ‘yes / no’ response.


Summaries	Summarising involves making a brief statement covering the most important points.

• Coercion means compelling a client to the

task to get desired outcome by using

Collaboration	Confrontation
	• Confrontation involves hostility, arguments and conflict between opposing parties.

Language	Language differences may directly impede communication by hindering the transmission of a message, and by contributing to the development of misunderstandings.
Culture and religion

	Disability – including physical and mental disabilities – and health status can impact on how well (or otherwise) a message is communicated and understood.
Age

	Website to communicate information on services, provide health promotion information.
Email

	Health promotion.
Tablets and applications

	Repository of organisation policies, procedures.

(Reference:CHCCOM005 PPT.pptx page no.38)

•Jargon and acronyms. Companies often have their own jargon and acronyms which new employees may struggle with.

•Physical disabilities such as hearing problems or speech difficulties.

CHCCOM005 Communicate and Work in Health or Community Services

Name: Sunita Mehmi ID: 10759

• She did not pass the message on time.

• She should not have emailed the manager; instead she should have called him.

1. State in your response, how Brittany has used verbal and non-verbal communication to:

a. Enhance understanding?

Verbal communication	Non verbal communication
	Not losing the eye contact to ensure that she is interested in the communication.Note downs every detail from Terri.

Verbal communication	Non verbal communication
	Did not cut in the conversation. Sound body language.

To enhance understanding		To demonstrate respect
Verbal communication	Non verbal communication	Verbal communication
			Maintaining

12

CHCCOM005 Communicate and Work in Health or Community Services Name: Sunita Mehmi ID: 10759

	Making actions to manifest the whole process.	permission prior to assisting.	Keeping integrity.

3. Explain how Brittany has exchanged information with her supervisor: c. Clearly. d. In a timely manner. e. Within confidentiality procedures.

Clearly	Timely	Confidentiality
		She did not have word with Terrie in front of everyone to maintain privacy.

4. Explain how Brittany has:
a. Listened to her supervisor’s request.

Listened	Clarified	Responded
	Making relevant queries.Noted down every detail.	Taking the directions given to her into consideration.

He instantly discovered a local aged care after confirmation from supervisor for client’s additional •
care.

6. Identify the lines of communication between Mark’s organisation and the aged care service. •Line 1- key worker (Mark) approaches the supervisor face to face.

Industry terminology used by Mark

• • • • • • • • • • • •

Mark has followed communication protocols by:
1. By instantly approaching to supervisor.

2. He took into consideration client’s best interests.

action on his own.

4. He contacted the aged care facility and followed the proper documentation process.

•Aggressive behaviour from client.

•Client is not grasping Damien’s accent.

10. In your own words, provide a response the following sub-questions:

a. What constraints to effective communication are evident in this scenario?

b. How has Damien responded to these constraints using appropriate communication strategies and

techniques?

11. Explain how Damien has used communication skills to avoid, defuse and resolve the conflict situation.

•Leaving the client quietly by not reacting to aggression.

15

CHCCOM005 Communicate and Work in Health or Community Services

•After encouragement from her supervisor she discussed the problem at staff meeting.

•Facility manager introduced new policy for mealtime which the workers followed instantly.

•She helped other workers to do the same.

•She got feeling of satisfaction by following new policy procedure.

•To find best response to the addressed problems.

•To make workplace more oriented.

accessing skill development opportunities, and initiate action?

•It is way obeying policies and procedures of organisation.

16. Provide a response to the following:

a. What is a multidisciplinary team?

CHCCOM005 Communicate and Work in Health or Community Services Name: Sunita Mehmi ID: 10759

b. How are multidisciplinary teams used?


Registered nurse	Registered nurse is familiar with the complications and potential risks to the patient as the disease goes on and works in coordination to minimise the health risks and also provide support to patient.


Palliative care specialist	Palliative care specialist aids in facilitating clients with some disabilities. They give psychological support to Francis and aids in orientation of future plans.

Assessment Task 3 – Role Play

ROLE PLAY PART A

2. As she has limited capacity to understand English, there is chance of disability in communication.

3. She is at risk of malnutrition due to skipping of meals.

1. Aged care attendant to doctor.
2. Aged care attendant to supervisor.
3. Aged care attendant to client.

Follow communication protocols that apply to interactions with different people and lines of authority.

Use appropriate industry terminology.

1. Access
2. Case management
3. Lifestyle
4. Quality life
5. Wellbeing
6. Key worker
7. Advance care planning
8. Consent
9. Empower
10. Compliant

CHCCOM005 Communicate and Work in Health or Community Services

•John leaving client unattended during shower time.

•John not willing to communicate.

(Outline both positive and negative consequences).

• • •