Agree to time frames for carrying out workplace instructions

CHCCOM005

COMMUNICATE AND WORK IN HEALTH OR COMMUNITY SERVICES

LEARNER RESOURCE

Developed by Enhance Your Future Pty Ltd 1 CHCCOM005 - Communicate and work in health or community services Version 1.1

Course code and name

T A B L E O F C O N T E N T S

TABLE OF CONTENTS ........................................................................................................................................ 1

UNIT INTRODUCTION ....................................................................................................................................... 4

ABOUT THIS RESOURCE ...................................................................................................................................... 4 ABOUT ASSESSMENT .......................................................................................................................................... 5

ELEMENTS AND PERFORMANCE CRITERIA ....................................................................................................... 7

PERFORMANCE EVIDENCE AND KNOWLEDGE EVIDENCE ................................................................................. 9

PERFORMANCE EVIDENCE ......................................................................................................................................... 9 KNOWLEDGE EVIDENCE ............................................................................................................................................ 9

ASSESSMENT CONDITIONS ............................................................................................................................ 12

PRE-REQUISITES ............................................................................................................................................. 12

TOPIC 1 – COMMUNICATE EFFECTIVELY WITH PEOPLE .................................................................................. 13

USE VERBAL AND NON-VERBAL COMMUNICATION TO ENHANCE UNDERSTANDING AND DEMONSTRATE

RESPECT ......................................................................................................................................................... 13

WHAT IS COMMUNICATION? ................................................................................................................................... 13 VERBAL COMMUNICATION ..................................................................................................................................... 14 NON-VERBAL ....................................................................................................................................................... 15

COMMUNICATE SERVICE INFORMATION IN A MANNER THAT IS CLEAR AND EASILY UNDERSTOOD .............. 17

CONSISTENCY ....................................................................................................................................................... 17 CLEAR DIRECTION ................................................................................................................................................. 17 ACCOUNTABILITY .................................................................................................................................................. 18 CULTURE ............................................................................................................................................................. 18

CONFIRM THE PERSON’S UNDERSTANDING AND LISTEN TO REQUESTS, CLARIFY MEANING AND RESPOND

APPROPRIATELY ............................................................................................................................................ 19

CLARIFYING AND CLARIFICATION .............................................................................................................................. 19 CLARIFICATION QUESTIONS ..................................................................................................................................... 19 OPEN QUESTIONS ................................................................................................................................................. 20 CLOSED QUESTIONS .............................................................................................................................................. 20 REFLECTING AND SUMMARISING ............................................................................................................................... 20 WHAT IS REFLECTING? ........................................................................................................................................... 22 WHAT IS SUMMARISING? ....................................................................................................................................... 22

EXCHANGE INFORMATION CLEARLY IN A TIMELY MANNER AND WITHIN CONFIDENTIALITY PROCEDURES ... 23

TOPIC 2 – COLLABORATE WITH COLLEAGUES ................................................................................................. 25

COLLABORATION OR CONFRONTATION ....................................................................................................................... 25

LISTEN TO, CLARIFY AND AGREE TIMEFRAMES FOR CARRYING OUT WORKPLACE INSTRUCTIONS ................. 25

IDENTIFY LINES OF COMMUNICATION BETWEEN ORGANISATION AND OTHER SERVICES .............................. 27

MAINTAIN ACTIVE PARTICIPATION ............................................................................................................................ 27 FACE-TO-FACE NETWORKING .................................................................................................................................. 29 COMMUNICATING CONFIDENTLY.............................................................................................................................. 29

USE INDUSTRY TERMINOLOGY CORRECTLY IN VERBAL, WRITTEN AND DIGITAL COMMUNICATIONS ............ 30

USE APPROPRIATE MEDICAL TERMINOLOGY IN VERBAL, COMMUNICATIONS....................................................................... 30

Developed by Enhance Your Future Pty Ltd 2 CHCCOM005 - Communicate and work in health or community services Version 1.1

Course code and name

USE APPROPRIATE MEDICAL TERMINOLOGY IN WRITTEN OR DIGITAL COMMUNICATION ....................................................... 30 COMPLETING DOCUMENTS...................................................................................................................................... 30

FOLLOW COMMUNICATION PROTOCOLS THAT APPLY TO INTERACTIONS WITH DIFFERENT PEOPLE AND LINES

OF AUTHORITY............................................................................................................................................... 31

COMMUNICATION HIERARCHY ................................................................................................................................. 31

TOPIC 3 – ADDRESS CONSTRAINTS TO COMMUNICATION ............................................................................. 33

IDENTIFY EARLY SIGNS OF POTENTIALLY COMPLICATED OR DIFFICULT SITUATIONS AND REPORT ACCORDING

TO ORGANISATION PROCEDURES .................................................................................................................. 33

RESOLVE CONFLICT ................................................................................................................................................ 34

IDENTIFY ACTUAL CONSTRAINTS TO EFFECTIVE COMMUNICATION AND RESOLVE USING APPROPRIATE

COMMUNICATION STRATEGIES AND TECHNIQUES ........................................................................................ 36

USE COMMUNICATION SKILLS TO AVOID, DEFUSE AND RESOLVE CONFLICT SITUATIONS ............................. 38

CONFLICT AND PROBLEM-SOLVING IN THE WORKPLACE ................................................................................................. 38

TOPIC 4 – REPORT PROBLEMS TO SUPERVISOR ............................................................................................. 40

COMPLY WITH LEGAL AND ETHICAL RESPONSIBILITIES AND DISCUSS DIFFICULTIES WITH SUPERVISOR AND

REFER UNRESOLVED CONFLICT SITUATIONS TO SUPERVISOR ........................................................................ 40

REFER ANY BREACH OR NON-ADHERENCE TO STANDARD PROCEDURES OR ADVERSE EVENT TO

APPROPRIATE PEOPLE AND REFER ISSUES IMPACTING ON ACHIEVEMENT OF EMPLOYEE, EMPLOYER AND/OR

CLIENT RIGHTS AND RESPONSIBILITIES .......................................................................................................... 42

BREACH OF STANDARD PROCEDURES ......................................................................................................................... 42 ISSUES IMPACTING EMPLOYEE/EMPLOYER ACHIEVEMENT .............................................................................................. 43 KNOW HOW TO ADDRESS DILEMMAS THAT MAY ARISE BETWEEN AN INDIVIDUAL’S RIGHTS AND THE DUTY OF CARE ................... 43

TOPIC 5 – COMPLETE WORKPLACE CORRESPONDENCE AND DOCUMENTATION ........................................... 45

READ WORKPLACE DOCUMENTS RELATING TO ROLE AND CLARIFY UNDERSTANDING WITH SUPERVISOR ... 45

AWARDS AND AGREEMENTS ................................................................................................................................... 46 DEFINITIONS ........................................................................................................................................................ 47

Awards ........................................................................................................................................................ 47 Agreements ................................................................................................................................................. 47

COMPLETE DOCUMENTATION ACCORDING TO LEGAL REQUIREMENT AND ORGANISATION PROCEDURES

AND COMPLETE WRITTEN AND ELECTRONIC WORKPLACE DOCUMENTS TO ORGANISATION STANDARDS AND

USE CLEAR, ACCURATE AND OBJECTIVE LANGUAGE WHEN DOCUMENTING EVENTS ..................................... 49

POLICIES AND PROCEDURES GUIDE YOUR WORK ........................................................................................................... 51

FOLLOW ORGANISATION COMMUNICATION POLICIES AND PROCEDURES FOR USING DIGITAL MEDIA ........ 53

TOPIC 6 – CONTRIBUTE TO CONTINUOUS IMPROVEMENT ............................................................................. 54

CONTRIBUTE TO IDENTIFYING AND VOICING IMPROVEMENTS IN WO