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 D