CHCCOM003 Develop Workplace Communication Strategies Assessment Task 2 Answer

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Qualification TitleCHC52015 Diploma of Community Services
Unit CodeCHCCOM003
Unit TitleDevelop Workplace Communication Strategies.
Assessment TaskTask Two Case studies

Assessment Task 2: Case Studies

Case Study Instructions

  • Read the scenarios and answer the questions below for each of the scenarios.
No.The student’s assessment shows evidence of the following:
1Section 1 - Scenario 1

Fiona manages a team within a disability services organisation. Fiona has been asked to assess some of the organisation’s communication strategies to decide whether they are appropriate for the current internal and external stakeholders. 
Currently all information to staff is disseminated verbally at weekly staff meetings. The organisation is promoted to external stakeholders, including potential clients, by means of brochures and posters. The brochures and posters are in English. Information for staff, clients and the general public regarding disabilities and disability rights is provided in the form of written fact sheets that are available at the office or can be mailed on request.

Consider these three contexts:
Context 1: English as an additional language 
The staff and clients at the organisation come from a wide variety of cultural backgrounds, including Aboriginal people and people from non-English speaking backgrounds.

Context 2: Educational level and demographics
The organisation provides services primarily for young people between the ages of 12 and 25.

Context 3: Disabilities that can impact communication 
Following the inclusive values of the organisation, there are also staff members with hearing impairments and learning difficulties such as dyslexia.

Required Evidence
Q1Identify three communication strategies used in the case study. Explain why each of these communication strategies is not suited to the context in which it is applied.
Q2Identify a process you would use to adapt the current strategy to suit Context 1.
Q3Identify a process you would use to adapt the current strategy to suit Context 2.
Q4Identify a process you would use to adapt the current strategy to suit Context 3.
Q5Explain why it is important to identify and follow processes when adapting communication strategies to suit new or changed contexts.


2Section 2 - Scenario 2

Sandy is a 15-year-old Aboriginal girl and has just been referred to a supported accommodation service. During the intake process, the worker Josie identifies that Sandy has some mental health concerns that have not yet been treated. Sandy also discloses that the reason she cannot live at home is that her mother’s boyfriend has been sexually abusing her. She tells Josie that she has not reported to the police or child protection and does not want to because she is safe now.
Josie decides that a priority must be getting Sandy mental health care, so she identifies a youth mental health service and completes their referral form with all Sandy’s personal information and sends it to them. The next time she sees Sandy, she tells her she has referred her to the mental health service.
A few days after Sandy enters the accommodation, Josie overhears another worker discussing Sandy’s case. She says, ‘What can you expect from an Aboriginal family? They’re pretty much all abusing their kids’. Josie asks the worker to come and talk to her about Sandy and the worker tells Josie that she does not think it’s appropriate to have someone who is ‘crazy’ in the accommodation as she ‘may be dangerous’.
Q1Under what circumstances is it acceptable to disclose private or confidential information?
Q2What processes can you use to ensure Sandy’s information remains private and confidential? Give two examples.
Q3Identify two examples of discrimination in this situation. For each example, what legal or ethical issues would you consider when communicating to ensure discrimination does not occur?
Q4Identify two duty of care issues in this situation and explain how you would use communication to ensure duty of care is upheld.
Q5What legal and ethical processes and protocols would you follow with regards to mandatory reporting in this case?
Q6What does informed consent mean? Did Sandy give informed consent? Give reasons for your answer.
Q7Explain how you would ensure legal and ethical considerations were met with regards to gaining informed consent from Sandy.

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