CHCCOM005 - Assignment 1
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School
TAFE NSW - Sydney Institute *
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Course
HLT37015
Subject
Communications
Date
Apr 3, 2024
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CHCCOM005 - Assignment 1
What you have to do
The assignment for the unit CHCCOM005 Communicate and work in health or community services has ten (10) descriptive answer questions covering all the elements of this unit of competency.
Type your answers in the fields provided. Save your answers in this document then submit via the OLS.
You may need to refer back to your learning resource.
Question1. What do you understand by verbal and non-verbal communication? List feedback for both.
Verbal communication is the use of words and language to convey a message. Examples of verbal communication are a conversation, a speech or presentation and having a phone call with someone.
Nonverbal communication refers to the ways in which one conveys information about their emotions, needs, intentions, attitudes, and thoughts without the use of verbal language.
Non-verbal communication is sometimes called body language. Sign language is also an example of non-verbal communicatio
Question 2
What is effective listening and how it can be used to communicate better with people from health services background?
Effective listening is much more than just hearing words. It involves understanding the full meaning of what is being said and communicating that understanding to the other person. When you pay attention to your conversation partner/patient, you show that person they are being heard.
Always making sure i communicate effectively by getting to the patients level, standing up out of my chair and making eye contact. Being patient with customer and letting them finish what they need to say without interrupting. Giving feedback on what they have said gives the
patient a sence of ease, that i am listening and understand what they are talking about.
LA020935 Assignment 1 CHCCOM005, Ed 6
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© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, March 2016
Question 3
List the main strategies to collaborate with colleagues in the workplace.
Listen to, clarify and agree timeframes for carrying out workplace instructions. Identify lines of communication between organisation and other services Use industry terminology correctly in verbal, written and digital communications
Follow communication protocols that apply to interactions with different people and lines of
authority
Question 4
What are the barriers to effective communication?
Jumping to conclusions, not communicating with collegues and assuming they havnt don’t their job thoughly
Unpleasent environment- loud air conditioning and poor air flow within the practice, most patients complain of the tempreture being to cold.
Poor listening skills and tallking over the patient and giving lack of attention while they are trying to get their story across.
Cultural and language differences, not being able to understand the patients needs when their second language is english.
Lack of attention, interest, distractions, or irrelevance to the receiver. Physical disabilities such as hearing problems or speech difficulties. During the covid pandamic we found as staff members that the elder pateints had a hearing barrier due to the
masks and the plastic screen we had installed. Most of the patients couls lip read but without
seeing our face/mouth they where unable to determine what we where saying. Lacking confidence when asked to do a task from the doctor, which can lead to lack of attention and not fullfiling the task correctly.
Question 5 Explain the strategies to address constraints to communication in the workplace.
Remaing eye contact makes the patients feel comfortable and being heard and confident coming to the practice. Making sure we don’t interrupt the patient while we are having a conversation about the concern of the treatment they are receiving at the clinic.
Not focusing on the person but focusing on the problem at hand has been seen to be the best approach and how to solve the problem rather than being manipulative be genuine and use positive responces.
Be empathic rather then remaining detached to the patients.
Try to be flexible towards others and co-workers and act as equals in the role your both fullfill. 2
LA020935 Assignment 1 CHCCOM005, Ed 6
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, March 2016
Question 6
List the legal and ethical requirements and guidelines that you need to be aware of for your current work role.
Treat everyone with respect, courtesy, fairness, and honesty. Act with the utmost care and diligence. Understand and apply the laws, policies, procedures and guidelines.
Health Administration Act 1982
Poison and Therapeutic Good Regulation 2002
Workers Compensation Act 1987 and Workplace Injury Management and Workers Compensation Act 1998 No 86
Fair Trading Act 198
Work Health and Safety Regulations 2011
Question 7
Explain the process of resolving a workplace conflict. Provide an example of how you have witnessed or managed a conflict situation in your workplace.
Working in an orthoptivc clinic we often deal with disgruntled patients regarding the waiting time to be seen by the specialist.
When the patient approaches the front reception desk, i always stand up and make eye contact and listen carfully without interupting. I remain calm by showing empathy and understanding what they are upset about and acknowledging their point of view.
Once the pateint has explained how long they have been waiting for and indicated their appointment time. I explain in a calm voice that we have had an emergency patient come into the practice with a forgein body, so this has put the routine and consultation times later then usual. I then appoligise for the inconvience and would they like to wait or they can reschedule.
Steps for resolving workplace conflict you could talk with the other person to identify the problem. Once you both understand what the issue is, attempt to investigate the problem. To resolve issues you must also listen to your collegue carefully and give a neutral and unbiase approch.
At my work place I witnessed my practice manager handling one of my colleages as they had a disagreement with another worker. My manager took the collegues in one at a time to
her office and listen to their point of view and concerns, she remained to find common ground for the team to work along side of each other, she also made this conflict a priority.
Calmly discusing the perspectives from both collegues in a group meeting and finding a soloution that can assist both workers.
LA020935 Assignment 1 CHCCOM005, Ed 6
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© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, March 2016
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Question 8
Name at least 4 workplace documents that you have used at your current or previous workplace. Have you completed those documents manually or electronically?
Health and safety policies and procedures
•Organisational code of conduct.
•Equipment records including inspections, maintenance and repair.
I have completed all of these manually using workbooks and ticking off and adding comments the the workbook with anything we need to do.
Question 9
What is your understanding of Unethical conduct? Unethical conduct is when you become aware of another person not adhering to professional ethics and therefore, behaving in a way that puts clients at risk. Examples of unethical conduct could include situations such as: a fellow worker is overheard gossiping and complaining about a patient. Witnessing two co workers arguying with each other about who is to be screened first. Collegues intolerant of other cultural backgrounds and refusing to prescreen the pateint and get their medical history.
Question 10 Your steriliser has failed with instruments that were needed for the next case. When the nurse comes to collect them and is told there will be a delay, the nurse becomes disgruntle and distressed List some communication strategies you can follow to help resolve the issue
1.Listen to the nurse's needs- remain eye contact and remain calm while showing the nurse you are listening to her concerns. Speak calmly and identifiy the problem and explain to the nurse with a postive response that i understand and explain what i may do to resolve the situation.
When the nurse explains her piont of view show empathy towards the nurse and show your understsnd with non verbal communcation eg head nodding. Asking what else I can do to help. How could we resolove this issue. Offer other solutions like going to grab other instruments. Inform the nurse of the timeframe it will take to resolve the issue.
Checklist
I have:
o
answered all questions in the space provided
o
saved my answers in this document.
If you are unable to complete this task for a specific reason, please contact your teacher to discuss alternative arrangements for demonstrating your skills and knowledge.
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LA020935 Assignment 1 CHCCOM005, Ed 6
© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, March 2016