John Christopher Jison CHCCOM005 10790 Yingchao Fu

Assessment Task 1 – Questioning

1. Why is it important for health services assistants to use verbal and non-verbal communication to enhance
understanding and demonstrate respect?
Without proper communication or getting the message through with the team members, it would be
impossible to get the maximum output. The team that works with good lateral communication and group
discussion brings out better results.
2. Explain the importance of each of the following in verbal communication:
a. Grammar
Grammar patterns are essential structures that carry meaning, and they need to be accurate, familiar, and
comprehensible to the listener.
b. Speed
Speed is critical such that the listener must be able to understand what the speaker is saying. That entails
intonation and fluency in a manner that is clear to the audience, not too fast and not too slow.
C. Pronunciation
Pronunciation is important because that is what the listener's ears take in. If the pronunciation is incorrect or
difficulty, meaning gets lost.
3. With regard to non-verbal communication, briefly explain:
a. When it should be used?
b. How it should be used?
c. How to recognise when it is being used by others?
Non-verbal Communication is used constantly in every interaction we have with others.
non-verbal communication should be used in a manner conscious of the subtle messages being communicated.
non-verbal communication is used constantly in every interaction we have with others. It may be recognised by
watching others’ movements and behaviour

4. Explain why it is important that health services assistants communicate information in a manner that is clear
and easily understood?
So that it is easy and clear to be understood by clients.

5. Health services assistants should confirm that a person understands the message they are communicating.
Briefly explain why?
Repeat, Paraphrasing

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?
As a health service assistant, one of your responsibilities is to assist clients in his/her individual needs and
to give them satisfactory service.

7. Describe, in your own words, why health services assistants should exchange information:
a. Clearly?
b. In a timely manner?
c. Within confidentiality procedures?
Health services assistants should exchange information clearly, in timely manner and within confidentiality
procedures to obtain the best possible health care outcomes between clients.

8. Explain why health services assistants should listen to, clarify and agree on timeframes for carrying out
instructions in the workplace.
Active listening and clarification are both integral in having effective communication.
9. a. Describe why it is important for health services assistants to use industry terminology correctly in
verbal, written and digital communications?
using industry terminology correctly helps to ensure communication is professional, that the meaning of complex
concepts is clear, and that a message is received in the manner intended by the sender (particularly between
professionals)
b. In the following table is a list of terminology commonly used in the health and community service sector.
Write a brief sentence using each term correctly and provide an example:
Access All clients should have equal access to health and community services.
Activities of daily living Activities of daily living – including hygiene, toileting and ambulation – are important
(ADLs) aspects of a client’s wellbeing.
Advanced care planning It is important that clients engage in advanced care planning prior to them becoming
mentally incompetent and losing the ability to make decisions for themselves.
Advocate Health and community services workers must advocate for the client’s best interests.
Ambulatory care Health and community services workers are important providers of ambulatory care.
Care plan It is important for health and community services workers to follow a client’s care plan.
Case management Case management is important to ensure that a client’s best interests are met.
Chronic disease A chronic disease is a long-term disease which may have significant impacts on a client.
Compliant It is important to support a client to be compliant with cares, including medications.
Consent A client must give consent, or permission, before a health or community services
worker can perform any cares.
Dignity Health and community services workers must respect a client’s dignity at all times.
Discharge Planning for a client’s discharge is important if they are to be independent in the
community.
Empower Health and community services workers must empower a client towards positive
outcomes.
Independent living The term independent living describes a client who lives in the community with little
help from others.
Key worker A key worker, also called a ‘case manager’, is the person responsible for coordinating
the overall care of a client.
Lifestyle The term lifestyle describes how a person chooses to live their life.
Outreach Outreach services are designed to reach clients who may be unaware of the services
available to them.
Personal care One of the most fundamental aspects of the health and community services worker’s
role is to provide personal care to clients, including assisting them with ADLs.
Provider A provider is an individual, group or organisation which delivers health or community
services.
Quality of Life Quality of life describes the general wellbeing of a person.
Respite Care Respite care involves services to provide relief temporary to informal caregivers (e.g.
family).
Supported Health and community services workers are often employed in supported
accommodation accommodation settings where clients are encouraged to live as independently as
possible.
Terminal illness The term terminal illness describes an illness, disease or condition which is life-limiting.
Target group Services must be designed and delivered with the needs of the target group in mind.
Wellbeing The term wellbeing describes how well a client is on the physical, mental and social
levels.

10. In your own words, state why health services assistants must follow communication protocols (e.g.
guidelines, policies, procedures) that apply to interactions with different people and different lines of authority?
following communication protocols applicable to interactions with different people and different lines of authority
helps to ensure that communication takes place in an ordered, structured way consistent with organisation
expectations.

11. a. What are some of the early signs of potentially complicated or difficult communication situations?
Give three (3) examples.
include:
Misunderstandings
Emotionally-charged situations
Patients who are ‘difficult’, abusive, non-compliant
Sensitive topics (e.g. palliation, death, etc.)
Impairments to communication (e.g. language, disability, etc.)
Cultural differences
b. Why should health services assistants report these early signs of potentially complicated or difficult
communication situations, according to organisation procedures?
In this case, it will help prevent possible occurrence of same situations into happening again.

12. List three (3) constraints to effective communication. Then, for each, give one (1) communication strategy or
technique you may use to resolve this constraint and promote effective communication.
● CONSTRAINTS TO EFFECTIVE COMMUNICATION:
CONSTRAINTS TO EFFECTIVE COMMUNICATION: language, disability, highly-emotional situations, use of jargon in
the medical context, distance, cultural diversity, gender differences, status differences, etc●

COMMUNICATION STRATEGIES:
COMMUNICATION STRATEGIES: using communication aids (e.g. telephone, language book, translator, diagrams,
etc.), verbal communication techniques (e.g. speaking clearly, using correct grammar / pronunciation, slowing
speech, using simpler words, etc.), non-verbal communication techniques (e.g. ensuring congruency of body
language, open body language, gestures, eye contact, etc.).

13. Identify three (3) examples of communication skills which may be used by a health services assistant to
avoid, defuse or resolve conflict situations.
include:
Demonstrate that you are listening to the client, don’t interrupt
Maintain eye contact, get on the same level as the client
Be aware of personal space and non-verbal communication (e.g. open, relaxed posture)
Don’t rush or coerce the client
Use a calm, quiet voice
Remove physical barriers
Avoid arguing
14. a. Provide one (1) example of a legal responsibility with which a health services assistant must comply.
o Privacy and confidentiality
o Duty of care ‘mandatory reporting
b. Provide one (1) example of an ethical responsibility with which a health services assistant must comply.
o Beneficence – to do good
o Non-maleficence – to do no harm

c. If a health services assistant encounters difficulties in complying with their legal or ethical responsibilities, why
should they discuss these difficulties with their supervisor?
Privacy and confidentiality
Duty of care ‘mandatory reporting
Infection control
Occupational health and safety (OHS)
Accident and incident reporting

15. a. Explain why it is important for a health services assistant to refer any breach or non-adherence to standard
procedures, or an adverse event, to appropriate people.
reporting such issues to appropriate people is both a legal and ethical requirement, and that this helps to facilitate
an appropriate response to the issue.

b. Identify and list who the ‘appropriate people’ are that a health services assistant should report a breach or
non-adherence to standard procedures or an adverse event to? Give three (3) examples.
o Supervisor
o Supervisor’s supervisor
o Service manager
o Department of Community Services (as per mandatory reporting legislation)
o Senior colleagues

16. a. Briefly state why a health services assistant should refer issues impacting on others’ rights and
responsibilities?
If you have awareness of your role then you will know how to respond in certain cases and know what is expected
of you.

b. To whom might a health services assistant refer issues impacting on others’ rights and responsibilities? Give
three (3) examples.
o Supervisor
o Supervisor’s supervisor
o Service manager

17. In your own words, briefly explain why a health services assistant should refer unresolved conflict situations
to their supervisor.
. Your supervisor will have an appropriate response to resolve conflict and prevent from happening again.

18. a. Provide three (3) examples of techniques a health services assistants can use to complete
documentation according to their legal requirements and organisation procedures?
o Ensuring documentation is legible, signed, dated
o Ensuring documentation is contemporaneous
o Ensuring documentation is accurate, complete, unaltered

b. State why it is important for health services assistants to complete documentation according to their legal
requirements and organisation procedures?

19. Identify why health services assistants must read workplace documents relating to their role, and clarify their
understanding of these documents with their supervisor if required?
Role awareness and responsibility

20. Briefly state how health services assistants can complete written and electronic documents to organisation
standards? Note one (1) example.
Important thing to consider in regards to recordkeeping is to maintain confidentiality. All staffs must
secure that electronic files are password protected.

21. Give three (3) examples of organisation communication policies and procedures for using digital
media in the health and community services sector.
o ‘No social media at work’ policy
o Policies preventing employees from ‘friending’ clients on social media
o Using social media for professional development opportunities

22. Why should health services assistants use clear, accurate and objective language when documenting events?
using clear, accurate and objective language when documenting events ensures that the record of events is clear,
unbiased and easy to understand, that there are no judgements of the client, that there are no unfounded
conclusions, and that there are no opinions expressed (allowing the reader to form their own view).

23. Briefly define and explain the following legal and ethical considerations relating to communication:
Privacy, Health and community services have a legal and ethical responsibility to ensure the privacy and
Confidentiality confidentiality of their clients, colleagues, others attending their service and the service itself.
and disclosure 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.
However, there are situations where disclosure of confidential information without their
consent is legally mandated – such as where abuse is suspected. The student may mention the
Privacy Act 1988 and the Privacy Amendment Act 2000.
Discrimination Discrimination refers to the unfair treatment of someone on the basis of an aspect of
difference – such as sex, race, age or other category. A person may discriminate against
another in communication either directly (e.g. by labelling or name-calling) or indirectly (e.g. by
 excluding someone from a conversation). Discrimination is illegal in Australia under the Age
Discrimination Ace 2004, the Australian Human Rights Commission Act 1986, the Disability
Discrimination Act 1992, the Racial Discrimination Act 1975 and the Sex Discrimination Act
1984 and state / territory equivalents.
Duty of care Duty of care is owed – in legal and ethical terms – to any person who may be affected by a
health and community services worker’s actions, advice or omissions. A breach of duty of care
occurs when a community services worker fails to provide the service expected (that is, they
fail to do what ‘a reasonable person’ would do in a similar situation, or they do what ‘a
reasonable person’ would not do). If this results in damage, a health and community services
worker may be deemed negligent and responsible for civil and criminal legal action.
Mandatory Many professionals in Australia – including, in many jurisdictions, health and community
Reporting services workers – are mandatory reporters. This means they are legally and ethically required
to report situations of actual or suspected abuse to appropriate authorities (usually the
relevant government department). A worker must have ‘reasonable grounds’ and ‘reasonable
suspicion’ on which to base a report of abuse; they are not obliged to ‘prove’ the abuse has
taken / is taking place.
Translation Translators or interpreters are useful in assisting with communication with people who speak
English as a second language. However, to ensure the client’s privacy and confidentiality is
maintained, relatives and friends should not be used as translators or interpreters. Instead,
professional translating and interpreting services (often via the telephone), with trained
professionals bound by privacy and confidentiality legislation, should be employed. This is
particularly important in situations when legal consent is to be obtained.
Informed Informed consent means that patient is provided with sufficient information (including relevant
consent benefits and risks) to make an appropriate decision about whether to go ahead with the
proposed examination or procedure. This is a legal and ethical requirement in Australia.
Work role Work role boundaries (including responsibilities and limitations) are defined by a person’s
boundaries scope of practice. Scope of practice refers to providing the level of care you have been trained
(responsibilities and deemed competent to provide. This is a legal and ethical requirement in Australia.
and limitations)

24. a. What is ‘conflict of interest’?

conflict of interest occurs when a person’s interests are incompatible with the interests of their organisation or
their client

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 (outlined in Q14b) to balance competing
choices when choosing among alternatives. Ethical decision-making can assist in finding the best resolution to a
conflict of interest situation – that is, one which effectively balances the interests of a person with the interests of
their organisation or their client..

25. a. Briefly define and explain the following principles of effective communication:
Open-ended Open-ended questions are designed to elicit a full and meaningful answer, rather than just a
question ‘yes / no’ response.
Affirmations Affirmations are positive thoughts and statements which seek to offer emotional support
and encouragement
Reflections Reflection involves looking back on practice (including communication) to identify what was
done well, and what could be done better next time.
Summaries Summarising involves making a brief statement covering the most important points.

b. In your own words explain the difference between motivational interviewing and a coercive approach.
motivational interviewing involves assisting a client to improve their motivation to achieve a goal by resolving their
ambivalence, whilst coercion involves persuading a person to achieve their goal through force, threats or other
inappropriate behaviour

c. Explain the difference between collaboration and confrontation.

collaboration involves working together to achieve a shared goal, whilst confrontation involves hostility, arguments
and conflict between opposing parties.

26. Add the following labels to this simple communication model:

● Decodes ● Encodes ● Feedback ● Information / message ● Receiver ● Sender

Sender Information/message Receiver

Encodes Decodes

Feedback

27. List five (5) modes or types of communication.

o Face-to-face
o Text, written
o Video, audio
o One-way versus two-way
o Verbal
o Non-verbal

28. Briefly explain how the following may influence communication:

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 Cultural and religious differences may impact on preferred communication styles, the
topics deemed ‘appropriate’ to be discussed, and even the meaning of certain messages.
Emotional State A person’s emotional state can impact on how they interpret a message and the extent to
which they understand the message.
Disability, health Disability – including physical and mental disabilities – and health status can impact on
how well (or otherwise) a message is communicated and understood.
Age Age can have a significant impact on a person’s preferred communication techniques and
styles.

29. Provide examples of how organisations in the health and community services sector have used the following
digital media :
Web Website to communicate information on services, provide health promotion information.
Email Email newsletters and factsheets.
Social media Tips for good health, engagement in healthy initiatives.
Podcasts and videos Health promotion.
Tablets and Activity and food trackers, weight loss monitoring, exercise monitoring.
applications
Newsletters and Communicate organisation activity, provide health promotion information.
broadcasts
Intranet Repository of organisation policies, procedures.

30. List three (3) common communication barriers in a workplace:

o Difference in Perception and Personality
o Language differences and the difficulty in understanding unfamiliar accents.
o Cultural differences. 
Assessment Task 2 – Case Studies
Case Study 1
Outline Sarah's mistakes
o Sarah did not follow the organisation's herarchy
o No proper documentation of message
o She should have called the manager instead of emailing
o She should not be responding to Mr. Roger as Megan is her supervisor
o Unproper delegation of work
o Sarah forgot to pass the message
o Sarah is not answerable to the manager (Mr. Roger)
o Sarah did not ask for reasons behind Megan's absence
.
Case Study 2
1. State in your response, how Brittany has used verbal and non-verbal communication to:
a. Enhance understanding?
Verbal Communication  Explain issue clearly
 Explain at a moderate pace
 Asking question to make sure she understands
Non-verbal Communication  Using simple hand gesture
 Maintain eye contact to demonstrate that she is listening
 Takes careful note of each of Terri's instructions

b. Demonstrate respect?
Verbal Communication  Apologises to the client for delay
 Asking permission that she will speak with the supervisor
 Informing that she will be right back
Non-verbal Communication  Listening carefully
 Avoid interrupting
 Open body language
 Faces her supervisor
 Eye contact
 Assist the client to the toilet

2. Identify the other verbal and non-verbal communication strategies Brittany could use to enhance understanding and
demonstrate respect? Give three (3) examples.
 Repeat What Terrie said
 Explaining the procedure step by step to the residents
 Checking understanding / getting feedback

 Nodding, showing understanding

 Being positive
 Return demonstration by actions

3. Explain how Brittany has exchanged information with her supervisor:

c. Clearly.
 She explains the issue clearly and at a moderate pace
 Ask questions to make sure she understands Terri's instructions

d. In a timely manner.
 Brittany excuse herself momentarily and went immediately to her supervisor

e. Within confidentiality procedures.

 Brittany spoke to Terri in private
4. Explain how Brittany has:
a. Listened to her supervisor’s request.
 Listening carefully
 No interruptions
 Maintains eye contact

b. Clarified the meaning of her supervisor’s request.

 Asking questions
 Writing notes

c. Responded appropriately.
 Following the instructions given

Case Study 3
5. Explain how Mark listened to, clarified and agreed on timeframes for carrying out his supervisor’s instructions.
 He quickly act on the client concern by approaching his supervisor with information from client
 He made sure to confirm if he can carry out the instruction by asking "should I work on this today"
 He immediately identified a local aged care facility as soon as his supervisor confirmed that it is a good idea to
refer Mr Baker to go into a nursing home per client's request for extra support

6. Identify the lines of communication between Mark’s organisation and the aged care service.
Key worker - - - - - - - - - Supervisor (face to face)
Key worker - - - - - - - - - - Local aged care facility (telephone)

Local aged care facility - - - - - - - - - key worker (email)

Key worker - - - - - - - - local aged care facility (written referral)

7. Identify the industry terminology Mark used correctly in his:

a. Verbal communication.
 Independent living
 Activities of daily living
 Key worker
 Personal care
 Supported accommodation
 Complaint
 Quality care
 Referral

b. Written and digital communication.
 Supported accommodation
 Consent
 Chronic disease
 Independent living
 Provider
 Access
 Referral

8. Provide an example of how Mark has followed standard communication protocols in interacting with different people
and different lines of authority.
 Mark has demonstrated following the standard communication protocols by reporting to his supervisor about
the client's concern.

Case Study 4
9. Explain how Damien has:
a. Identified the early signs of potentially complicated or difficult situations.
  The client is confused
 Shows aggressiveness
 Having trouble understanding Damien’s accent
b. Reported these signs to his supervisor according to organisation procedures.
 Damien has IMMEDIATELY reported those signs to his supervisor

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

a. What constraints to effective communication are evident in this scenario?
 Damien’s accent
 The condition of the client (alzheimer’s disease)
 The speed on how he talks to the client
b. How has Damien responded to these constraints using appropriate communication strategies and
techniques?
 Damien talked to the client politely and clearly
 He was very careful with his pronunciation
 Gave the client an extra time to respond

11. Explain how Damien has used communication skills to avoid, defuse and resolve the conflict situation.
 By being calm
 He avoided the client by rushing or coercing him to take his lunch
 He adopted an open and relaxed posture when talking to Damien.

Case Study 5
12. Identify how Paola has contributed to identifying and voicing improvements in work practices?
 She raises the issue with her colleagues she works with, and they agree that mealtimes are a problem.
Paola then speaks with her supervisor about this issue, who encourages her to discuss it at the next
staff meeting. Following the staff meeting, the facility’s manager puts a new mealtime policy and
procedure in place

13. State how has Paola promoted and modelled changes to improved work practices and procedures, in
accordance with her organisation's requirements?
 Paola implements this policy and procedure, ensuring that mealtimes are staggered and only two
clients are at the buffet at any one time, and assists other staff members to do the same. Paola enjoys
this experience and the positive outcomes it has for her clients

14. Identify why it is important for Paola to seek feedback and advice from appropriate people on areas for
skill and knowledge development?
 It is important to seek feedback to the higher priority such as the facility manager in order to find the
best corresponding solution and to address the certain issues in such a way that can make the
workplace more organize and to ensure everything will be well arranged and will be able to meet the
criteria of what the workplace should be. In that way, it will have a good outcome and will avoid or
lessen such issue.

15. Briefly describe why it is important for Paola to consult with her manager regarding options for accessing
skill development opportunities, and initiate action?
 In every organization it is vital to consult or seek help to the supervisor regarding options for
accessing skill development opportunities because it is part of the policy and procedure. So what
Paola did is to talk to her supervisor about the issue, and disseminated the information and discussed
it at the next staff meeting.

Case Study 6
16. Provide a response to the following:
a. What is a multidisciplinary team?
A multidisciplinary team is a group of health care workers who are members of different professions (e.g.
Health assitants, registered nurse, respiratory specialist, speech pathologist, palliative care team, etc.), each
providing specific services to the client. The team members independently treat various issues a client may
have, focusing on the issues in which they specialise.

b. How are multidisciplinary teams used?

Multidisciplinary care are used when professionals from a range of disciplines work together to deliver
comprehensive care that addresses as many of the client's needs as possible. This can be delivered by a range
of professionals functioning as a team under one organisation to provide an integrated care to clients.

c. Explain the different roles and responsibilities of the members of Francis’ multidisciplinary team.

Health assistant provide Francis her general household assistance, emotional support, individual care needs
and companionship to people in her home.
Registered nurse responsible for ongoing care and care coordination, specialise nurse in motor neurone
disease for symptom management, treatment modifications and medications
Respiratory specialist specialises in disorders of the lungs and breathing. Provides information and advice about
breathing and motor neurone disease including timely access to non-invasive ventilation.
Speech pathologist helps in the management of communication and swallowing reflexes. They can advise about
appropriate communication aids and devices, swallowing techniques and modify food
consistency
Palliative Care Specialist specialises in interventions that can improve quality of life for people with life limiting
conditions. They provide emotional support and can assist Francis organise plan for future
care
Neurologist specialises in disorders of the nervous system. They coordinate tests Francis' need for
diagnosis and monitors her disease progression and help in the management,
symptomatically

d. Explain the relationships between different members of Francis’ multidisciplinary team.

Multidisciplinary team includes the Neurologist, a doctor who specialises in the nervous system. A
registered nurse, who specialises in caring for people with conditions affecting the nervous system. A
healthcare professional with expertise in palliative care. Palliative care aims to improve a person's quality of
life throughout the course of their illness. Physiotherapists and occupational therapists, to help with staying
active and independent as far as possible. Respiratory specialist helps with breathing problems. Speech and
language therapist, to help with speech, communication and swallowing problems. They may be specialise in
different areas but will be working collaboratively as a team with one shared goal - to deliver high quality
service towards positive outcome.

Assessment Task 3 – Role Play

ROLE PLAY PART A
● identify potentially complicated or difficult situations and report according to organisation procedures
● Ask the supervisor to clarify and suggest when would be the ideal time to speak with Thuy
● Identify lines of communication between organisation and other services
● Follow communication protocols that apply to interactions with different people and lines of authority
● Use appropriate industry terminology
● Discuss any legal and ethical responsibilities that need to be addressed
● Write down your suggestions and submit the document to your trainer/assessor.

ROLE PLAY PART B

Using the best practice methods that you have discussed from part A, you and your partner are now required
to take turns and role play (8-10 minutes), your conversation with Thuy (informing her about her change in
medication).
During the role play, you must ensure that you demonstrate the following:
● Use verbal and non-verbal communication to enhance understanding and demonstrate respect
● Communicate service information in a manner that is clear and easily understood
● Confirm Thuy's understanding
● Listen to Thuy's questions, clarified meaning and responded appropriately
● using appropriate communication strategies and techniques to overcome any difficulties and avoid conflict

ROLE PLAY PART C

a) Identify and write down any breaches that have occurred.
b) What is the dilemma facing the staff member?
c) What may be the consequences as a result of you informing your supervisor of John's negligence?
(Outline both positive and negative consequences). Role Play: In pairs you are required to role-play (8-10
minutes) the meeting between yourself and the supervisor (your partner) ensuring you both take turns in
each role.
In performing the role play, you are must ensure that you:
● Report the situation that has recently come to your attention
● Discuss the feedback you have received from the other staff and residents regarding John's actions
● Provide options in how you would like the issue addressed