Chccom005 communicate and work in health or community services pdf

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