Assessment – CHCCOM005: Communicate and work in health or community services 2
Competency Record to be completed by Assessor 3
Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your instructor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook. An explanation of demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
Observation is on-the-job
The observation will usually require:
Your instructor will inform you of which one of the above they would like you to do. The demonstration/observation will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your instructor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate you can:
Activities
Activity 1A
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to use verbal and non-verbal communication to enhance understanding and demonstrate respect. |
| Activity | List three attributes of both verbal and non-verbal communication. Briefly explain Lasswell’s model of communication and how this differs with the Shannon and Weaver model of communication. Why should you demonstrate respect in your communications at work in the health and community services? |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to communicate service information in a manner that is clear and easily understood. |
| Activity | Give an example of a situation at work where you have communicated service information to another person. Give details of the communication and how you made the information clear so this could be understood. How can networking help you within the workplace? |
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to confirm the person’s understanding. |
| Activity | How can you confirm a person has understood you? Give an example of how you have needed to summarise information to clarify understanding. This should be from a work role situation. |
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to listen to requests, clarify meaning and respond appropriately. |
| Activity | What are reflection skills? What is motivational interviewing? Why should you use collaboration over confrontation at work? |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to exchange information clearly in a timely manner and within confidentiality procedures. |
| Activity | What precautions can you take to ensure confidentiality is kept during communication? Briefly describe a situation where you have exchanged information in the workplace, provide details of the timeframes and the confidentiality requirements that were needed. |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to listen to, clarify and agree timeframes for carrying out workplace instructions. |
| Activity | What information should you retain when receiving instructions? What information should you write down when receiving a message? Identify three things that you are specifically permitted to do under your scope of practice.Identify three things that you are NOT permitted to do under your scope of practice. |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to identify lines of communication between organisation and other services. |
| Activity | Identify three types of additional services that you may recommend a patient or client could use for their benefit. What types of service providers are there in the health care system? What three national subsidy strategies exist in Australia? |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to use industry terminology correctly in verbal, written and digital communications. |
| Activity | Make a brief list of examples of the following:
For each example, give the term used and explain what it means or refers to. |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to follow communication protocols that apply to interactions with different people and lines of authority. |
| Activity | Identify three people/positions/roles that may be considered above you in the hierarchy of the workplace. Identify three people/positions/roles that may be considered below you in the hierarchy of the workplace. For each, briefly explain the communication protocols that apply in your interactions with them. |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to identify early signs of potentially complicated or difficult situations and report according to organisation procedures. |
| Activity | Identify three difficulties that you may experience at work and explain how you would deal with each and report them What are some of the issues facing health care in Australia? |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques. |
| Activity | Identify an individual and a cultural constraint in communication that you can accommodate What are cultural misunderstandings and how can they be avoided? |
| Estimated Time | 30 Minutes |
| Objective | To provide you with an opportunity to use communication skills to avoid, defuse and resolve conflict situations. |
| Activity | Give an example of a situation at work where you have successfully defused and resolved an issue of conflict. Define a conflict of interest. |
| Estimated Time | 40 Minutes |
| Objective | To provide you with an opportunity to comply with legal and ethical responsibilities and discuss difficulties with supervisor. |
| Activity | What are the duty of care and legal requirements for your work role? |
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