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LA020370 Assignment CHCCOM005, Ed 3
1
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September
2016
CHCCOM005 – Assignment
What you have to doThe assignment for the unit CHCCOM005 Communicate and work in health or
community services has 10 descriptive answer questions covering all the elements of this unit of
competency.Task 1 – Questions
Question 1.
a. What do you understand by verbal and non-verbal communication?
Nowadays, research provides evidence that the function of communicating with oneself or others in
human brain. The function is a symbol system composed of three links, including such as the input of
signal intake, the center of signal processing, and the output of signal expression. The signal is the
label of existence such as object or person and reflects the characteristics of existence also is
recognized by people called
language.
Language is a virtual existence
and
presented through
audiovisual intake, central processing and oral pronunciation. It
should
not be ignored that spoken is
not only way to explode meaning what people need to say .
A
part of voice expression, facial
expression, gesture, and eye movement also do. When communication uses voice expressions, it is
called verbal communication, when it uses human gestures, such as facial expressions, gestures, it is
called non-verbal communication.
Verbal communication
, including the use of sounds, words, and
language to convey personalized information;
non-verbal communication
involving the unspoken,
such as eye movements, body language, and tone of voice also
convey personalized information.in
fact, human beings need verbal communication as while as non-verbal communication in their daily
life. This is because human need express itself is in two stages of their information development such
as consciousness and unconsciousness. Verbal communication mainly outputs conscious information
such as thoughtful thinking which controlled by self willing and
non-verbal communication mainly
outputs unconscious information such as feeling of emotion which occurs spontaneously before
thoughtful processing. Since deliberation is a logical thought process then the logic is the only
abstract existence for among people . Also it is easy to share with others . This means that verbal
communication is easy to decode, while non-verbal communication is not.There are obvious
differences in all aspects of the communication composition between the two, because the best way to
express cognition is language, and the best way to express emotions is through facial expressions and
other body languages.
Verbal communication
uses a single communication channel, the human
voice, to speak one word at a time.
Nonverbal communication
uses a variety of communication
channels, including your entire body, facial expressions, and tone of voice. Verbal communication can
take
place
over
the
phone,
face-to-face
conversations,
speakers,
recordings,
etc.
Non-verbal
communication can only take place when all parties in the conversation can see each other. If
emotions are short-term experiences before thinking and processing, then thoughts are long-term
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LA020370 Assignment CHCCOM005, Ed 3
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September 2016
memories after thinking and processing. Long-term memory is a solid resource that reflects individual
abilities,and when shared with others, it becomes a public resource by a conversation, a meeting, or
even a speech.
When people share experiences, they encode ideas into spoken words and expect the audience to
decode and receive the information. It is convenient to seek feedback directly to confirm that the
message is understood by the recipient.
Verbal communication
also makes it easier to ensure
information is understood by resolving objections and clearing up misunderstandings, and ends the
conversation
with
certainty.
Nonetheless,
non-verbal
communication
is
more
capable
of
representing the natural state of the individuals, this is because the non-violent language of verbal
communication is neutral and often cannot express the emotional state behind the thought.
Neutral
spoken language
is expressed synchronously through non-verbal language, which can reveal the true
meaning conveyed by spoken language. Facial expressions - happy, sad, angry give neutral language
the exact meaning of spoken words: what does it mean when the words are good and the face is sad?
Gestures make a message more powerful, such as: waving warmly, making a fist to express frustration
or anger, or: shaking hands with an audience or placing a hand on the other's shoulder are non-verbal
cues
that
affect
the
success
of
the
message.
While
speaking,
maintaining
eye
contact
can
communicate your interest and participate in the conversation. Clothes, hair and jewelry are also part
of non-verbal communication, especially the positioning distance between communicators, which can
enhance the intensity of oral communication.
b.List at least 5 points that could be done to improve communication within a
healthcare sector.
To perform an effective communication in a healthcare setting begins with a clear goal of the
healthcare system, which is to play a role as patient centered approach . According Healthcare
premised on the individualization of the patient, knowing
the specific needs
of the patient would be
the basis for effective communication. In this way, understanding each patient's living habits, cultural
background, and interests is the preferred way to improve communication.
A comprehensive understanding of patients can enhance the awareness of medical staff on
communication barriers
. Wherefore medical staffs should avoid challenging patients who have
language barriers caused by organic diseases by using simple language to talk to them and
avoid
offending patients believes and
respect their social and cultural background, by active listening.
When medical staffs approach their clients should be aware
the stress occurred on the time of
meeting and be prepared to set up an appropriate environment for the sections and using counselling
skills remove any tension or hostility between them.
All medical staffs should improve their
counselling skills
such as active listening and give more
chances to know their patients feelings and thoughts. The basic counselling skills include such as
LA020370 Assignment CHCCOM005, Ed 3
3
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September
2016
paying attention to the client with non-verbal expressions such as eye-to-eye, and minimal response
.rather than asking questions.
It is notable that
clinical handovers also can be the issue when a large number of practitioners
interface with their patients because the communication can be a highly variable process which poses
a high risk for patient safety. During several days of hospitalization, It is more likely that repeated
communication occurs in order to accurately convey critical information when those multiple
different employees including doctors, nurses, technicians have been in an ineffective communication
occurred situation. However, to improve communication among healthcare professionals is needed .
The elements
of successful teamwork
first require
open communication
.
In
a
non-punitive
environment, each team member clearly defines the goals
and
roles to respective tasks to share a
decision-making process.
Communication barriers can also occur in inter-professional communication and collaboration, not
only involving family or community members, and also other human services professionals when the
team collect their patient's history. The communication barriers caused by social and cultural
differences are very obvious, especially racial and inter-generational differences. In case the sense of
inter-professional competition can become obstacles to effective communication. The final solution
for healthcare workers could be expand their
knowledge of different groups of people
by using
effective communication skills to obtain valuable information for patients' medical services.
Question 2.What is effective listening and how it can be used to communicate better
with people from a health services background?
Listening activity needs to pay a high attention. The direction of attention focus to the person who
tells the story about saying. to pay full attention is the listening state that is not distracted. How to do?
Keep your nonverbal expressions in sync with your verbal expressions, and limit your messages to
avoid impulsive behavior that interrupts what speaker saying.
The minimal expression of the listener in synchrony is to echo the state of the client's presentation, but
not be disturbed by the client's confusion. To this end, while the listener follows the storyline of the
narrator, the data collection memory bank is activated, including: the personal information of the
person concerned, the background of growth, and the process of encountering the event. Listening
consists of the following three stages:
1. The first is to look at the eyes to indicate that you are ready to listen, and at the same time, the
palms are empty and do not take notes, and the sitting posture is stable and does not shake. Also it
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LA020370 Assignment CHCCOM005, Ed 3
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needs to use body language to show engagement, such as nodding, smiling, open posture. It is notable
that body language is not used frequently and only occurs when the speaker expects a response.
Otherwise, the speaker feels frustrated with the natural reaction to avoid or attack you manners. To be
aware in this moment that avoidance means the communication will not start again, and aggression
means that communication could
not for a win-win outcome and fight in the game of winning and
losing .
2. The second says by the minimal response "um" to encourage the speaker to continue telling story
and repeats its key words to show that the listener accepts the message. along the conversation when
the statement comes to an end, you can use clarifying questions to interact with the speaker, such as:
Can I clarify? You say that
....
My understanding is
....
Let me be sure I'm doing it right, you mean
....
Be
careful not to confuse summarizing the other person's meaning with clarifying the question. Do not
repeat what the other person said to avoid the question you need to clarify. If you try to rewrite the
main points of what the other person said, be careful not to distort the meaning of the other person.
When the speaker knows that the listener has obtained accurate information, and knows that the other
party is listening, they will continue to share their personal information resources.
Finally, to dig deeper into the sender's information resources, the listener asks in a tentative tone:
What are the details of these actions? , can you tell me more about... , Reflect on what was said by
repeating "What I heard is..." and "It sounds like you are saying..." Such a tentative interaction
stimulates the speaker to retrieve the forgotten memory. As a result, the opened memory bank will
reveal more truths in the world, and accumulate capital to improve work efficiency. If the presenter
automatically stops speaking, then summarize the main points of his presentation for feedback, be
careful not to comment here and now, and not to jump into the trap of suggestion. Because here and
now, the speaker and the listener have not been able to improve to the state of systematic thinking in
the internalization of information, and cannot form case analysis and effective solutions.
Question 3. Explain the areas in which you would take care of the confidentiality
procedures while dealing with people from health or community services backgrounds.
Working in the medical field, the challenges faced by practitioners are not only the health
status of patients, but also the individual differences of patients. Therefore, in the process of
doing case analysis, there are always new problems of one kind or another that are confusing.
Obtaining help or supervision from a superior or a practitioner whoa are not in duty care for
the client would be happening . How can I not offend the rights of patients when I
discuss
cases with such colleagues ? Remember that Confidentiality rules which all patients have the
right not to disclose personally identifiable information to others
without their express and
informed consent. The Question is that If I could not explain the patient's health status and
treatment experience to my colleagues orally or in writing, does my colleague understand the
LA020370 Assignment CHCCOM005, Ed 3
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© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September
2016
difficulties I have ?
In conclusion, it is a dilemma situation in which on the one hand, the
principle of confidentiality issue occurred and on the other hand, colleagues have to obtain
detailed information on the patient's condition in order to obtain precise analysis and search
for the best treatment plan in the discussion.
To deal with situation I should
take self
suppuration and carefully treat with my client’ all information I collected , Once I decide to
share the case with my colleagues, I will develop a sharing procedure that is divided into the
following steps:
1. Create a pseudonym to keep patient personal information confidentially :
The
pseudonym does not contain the real names and their address, and hides the real information
of its associates, eg: pseudonymous client A or B. Lives in the tropics, etc.
2. Use professional terms to introduce the patient's medical history, and omit the details
related to life story as much as possible. For example: Client A has self-injured behavior, but
ignores the detailed description of the self-injury process.
3. When discussing the cause of the disease, I would not mention the specific situation
of the patient, but use a brainstorming mode of thinking to discuss various possibilities with
colleagues to gain inspiration. For example, without mentioning
patient of the plot and
detailed family background in their early years of life, But I would answer yes or no about
any psychological trauma events and violence in the family of origin.
3. When discussing the treatment plan, I would conceal the patient's what saying about
their experience of treatment and expectations, I only discus with colleagues about solution of
benefit and risks with any research evident . For example: Evidence of the efficacy of
hypnotherapy for depression, and if there is any risks for my client.
However, my clients confidentiality would be priority issue for me when I deal with
people from health or community services backgrounds.
Question 4.
List the main strategies to collaborate with colleagues at the workplace.
Cooperation is the process of doing things together with others to achieve a common purpose.
For example, husband and wife cooperation is to enrich life by living together, and have offspring to
form a self-contained family. According to the nature of the industry, people in the workplace gather
together and cooperate with each other to create valuable products to obtain survival resources. It is
notable that scientific research has proved that human is a synthesis of biology, psychology and
society.
These three aspects contain the intricate relationship between the body and the mind. Such
Complex exist would require multiple discipline professionals to work for them.
At the workplace,
How professionals talk to each other ? According
to collaborate
cycle ,
the main strategies play
critical roles in five stages as following :
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LA020370 Assignment CHCCOM005, Ed 3
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September 2016
1) Set up
the goal to collaborate at the workplace : Following person centered
care, all
professionals join the meeting in which speaker explain the guide written by organization. Activity
listening is the main skill to understand the goal to collaborate.
2) Take Case conferencing to collaborate at the workplace : During discussion to view inside of
the person situation, professionals need taking open communication to generalize or specialize the
case to gain clearing picture about the person’ condition.
3) Interaction occurring during
person centred care: To perform the plan for person centered
care , When practitioners take their own responsibilities also need to understand other roles. In this
situation communication skill such as clarify and declare would be main strategies.
4) To avoid
mistaking
reviewing case plan :
In this stage to open the case again ,
every
individual practitioners are required
to summary
what they did or not by following the person
centred approach. Practitioners listen each other and take the notes.
5) In the final stage, all team members will be more confident when they face to recover patients
.
The team members with non verbal expression to enhance their work experience and
congregate
each other. All members of the team belief that an effective communication is the main strategies to
collaborate with colleagues at the workplace.
Question 5.
a.
What are the barriers in effective communication?
b.
Explain the strategies to address constraints to communication in the workplace.
A. Communication is a process. During the process, the sender and the receiver may encounter
obstacles in the technical, linguistic and psychological aspects of information transmission and
reception.
Technical barriers, including: missed contact opportunities between sender and recipient in time
and place, as well as too much or too little information and unable to understand on time .
Language barriers, including: distorted translation of different languages, incomprehensible
words caused by different cultural backgrounds, and even confusion caused by inconsistency between
verbal and non-verbal expressions.
Psychological
disorders:
Hearing,
memory,
perception
and
emotions
can
all
lead
to
communication disorders.
B. How can I be sure that the information has been shared most accurately?
On the one hand, when sending a message, be prepared for the best possible expression,
including arranging the right time and place, organizing the message thoughtfully, precisely and
concisely, using language that the other party can understand and a receptive attitude. On the other
hand, when receiving information, keep the initiative to listen, try not to interrupt the other party's
speech, but when the other party finishes expressing a meaning and pauses, you can use clarifying
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LA020370 Assignment CHCCOM005, Ed 3
7
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September
2016
questions let the other party to make a specific explanation. At the same time, give feedback in the
same polite way.
Question 6.
List all the legal and ethical requirements and guidelines that you need to work in compliance
within your current role of work.
Health requirements
：
Health administration
work health and safety
infection control
disability discrimination
Positions and therapeutic goods
Legal requirements:
workers compensation
work place injury management
fair trading
work avoidance
resource recovery
human rights
racial discrimination
sex discrimination
Question 7.
Explain the process of raising an issue with the supervisor related to any breach to
standard procedures, laws or any issues impacting on achievement of employee,
employer and/or client rights and responsibilities.
When you recognize another worker breaching standard procedures, laws or behaving unethically
towards other employees/clients, what should be done is to bring the situation up with the worker in
an appropriate manner.
If this does not work, you may need to report the incident to the supervisor.
When reporting this
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LA020370 Assignment CHCCOM005, Ed 3
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September 2016
person of conduct or beach in procedures or laws you will need to be clear about who was involved,
when the incident occurred, who was involved, what you believe the issue or incident was and what
actions you took at the time (talk to worker, writing up the incident in an incident report form, etc).
Ways to report incidences to your supervisor include, speaking to them face to face, writing a small
letter, taking and documenting notes on the matter to then bring to your supervisors attention or
sending an email.
Question 8.
Explain the process of resolving a conflict in the workplace. Prove an example of how
you have witnessed or managed a conflict situation at your workplace.
The way to resolve a conflict in the workplace is to report the conflict to the supervisor immediately
with the issue. What the supervisor would then do is organize a private meeting with the two
employees involved and go through the process of conflict management, encouraging communication
between the two employees to discuss the conflict at hand, hear both sides of the conflict, establish
expectations of the employees from the supervisor, discuss relevant measures to move past the
conflict and make a follow up meeting to further discuss if necessary or to follow up with the conflict
resolution. An example of this at my workplace as an RTO clinic , Assistant is when a student came
to learn and had a conflict with one of my work colleagues. My work colleague went to the supervisor
who sat down and had a meeting with both the student and my work colleague who went through the
policies with both the student and work colleague and are solution was thankfully found.
Question 9.
a. Name at least five workplace documents that you have used at your current or
previous workplace. Have you completed those documents manually or electronically?
Major Incident Report Form being completed manually on a physical piece of paper
Therapy Incident Report Form used for incidences where children refuse therapy,etc
and it is
able to
have filled out this form manually
First Aid Minor Injury Form filled out manually
OT Assistant policies Checklist Form filled out manually and filed both manually and
electronically
Allergy and Medical Conditions Form filled out manually.
Explain what you understand by digital media communication and why do organization
LA020370 Assignment CHCCOM005, Ed 3
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© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 2, September
2016
need to have a policy or guidelines in place for staff in using this kind of communication
method.
Digital Media communication refers to any communication through the medium of the digital world
and media including computer programming and computer software, photography, audio and video,
websites and web pages such as social media platforms, etc.This digital Media can be produced,
viewed, distributed and preserves on any type of technology such as computers, laptops, phones, etc.
In any work situation,
organizations
must be aware of these types of communication, especially with
technology improving and with more social media usage due to the amount of people that can be
viewing digital communication once produced.
Organizations
need to have a policy in place when
multilingualism
types of online services to provide direction on what is appropriate to be able to
produces end
and view to avoid inappropriate contact/communication with patients/clients.
For
example
, working as a Occupational Therapy Assistant, it is not appropriate to be Facebook friends
with clients.
Question 10.
a. List the core areas within a health care industry that you would look for identifying
and voicing improvements in work practices.
It is important within a health care industry to be able to identify and express your ideas for
improvement. All areas benefit from expression of ideas for improvement whether it be little
improvements or big ones on a larger scale. The main areas that will need continuous improvement
throughout the health care industry include, infection control, Work Health and Safety procedures,
customer service with patients, office and organization procedures, surgery conduct, and emergency
procedures such as fire safety and medical emergencies.
b. For your self-development, from whom would you seek feedback and advice from on
areas for skill and knowledge development?
For feedback, it is an individuals responsibility to seek feedback from other staff members and
supervisors to be able to continue progressing your skills and knowledge relevant for your job. Some
people you can get feedback from include colleagues,supervisors, other personnel in your workplace.
If you are in a large hospital like setting, a Human Resources Department will be available to be able
to organize some personal development for yourself. If you are working in a private practise, the best
way to learn is through observation of experienced colleagues until you feel comfortable to try for
yourself.
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LA020370 Assignment CHCCOM005, Ed 3
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Checklist
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answered all questions in the space provided
clearly identified my answers