Examples of health and community services industry terminology

CHCCOM005

COMMUNICATE AND WORK IN HEALTH OR COMMUNITY SERVICES

LEARNER RESOURCE

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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

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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 WORK PRACTICES .................................... 54

WHAT IS ‘CONTINUOUS IMPROVEMENT’? ................................................................................................................. 54 Continuous Improvement Process (CIP) ...................................................................................................... 54

TOTAL QUALITY MANAGEMENT (TQM) .................................................................................................................... 55 The essential components of TQM – Commitment and Leadership ............................................................ 56 The building blocks of TQM: processes, people, management systems and performance measurement .. 57

PRINCIPLES OF CONTINUOUS IMPROVEMENT .............................................................................................................. 57 The Continuous Improvement Process ........................................................................................................ 58 Five ways to continuously improve ............................................................................................................. 58

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PROMOTE AND MODEL CHANGES TO IMPROVED WORK PRACTICES AND PROCEDURES IN ACCORDANCE

WITH ORGANISATION REQUIREMENTS.......................................................................................................... 60

SEEK FEEDBACK AND ADVICE FROM APPROPRIATE PEOPLE ON AREAS FOR SKILL AND KNOWLEDGE

DEVELOPMENT .............................................................................................................................................. 61

CONSULT WITH MANAGER REGARDING OPTIONS FOR ACCESSING SKILL DEVELOPMENT OPPORTUNITIES AND

INITIATE ACTION ............................................................................................................................................ 64

TOPIC 7 - FURTHER INFORMATION ................................................................................................................ 65

CONFIDENTIALITY, PRIVACY AND DISCLOSURE .............................................................................................. 65

WHAT IS CONFIDENTIALITY ....................................................................................................................... 65

DISCRIMINATION ........................................................................................................................................... 67

INTERVENTION AND CHILD PROTECTION ....................................................................................................... 68

WORK ROLE BOUNDARIES ............................................................................................................................. 70

TRANSLATION/INTERPRETERS ....................................................................................................................... 71

INFORMED CONSENT ..................................................................................................................................... 73

DIGITAL MEDIA AND USE ............................................................................................................................... 73

SUMMARY ..................................................................................................................................................... 74

REFERENCES ................................................................................................................................................... 75

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U N I T I N T R O D U C T I O N

This resource covers the unit CHCCOM005 - Communicate and work in health or community services.

This unit describes the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers.

This unit applies to a range of health and community service contexts where workers may communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

ABOUT THIS RESOURCE

This resource brings together information to develop your knowledge about this unit. The information is designed to reflect the requirements of the unit and uses headings to makes it easier to follow.

Read through this resource to develop your knowledge in preparation for your assessment. You will be required to complete the assessment tools that are included in your program. At the back of the resource are a list of references you may find useful to review.

As a student it is important to extend your learning and to search out text books, internet sites, talk to people at work and read newspaper articles and journals which can provide additional learning material.

Your trainer may include additional information and provide activities. Slide presentations and assessments in class to support your learning.

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ABOUT ASSESSMENT

Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.

You are going to be assessed for:

 Your skills and knowledge using written and observation activities that apply

to your workplace.

 Your ability to apply your learning.

 Your ability to recognise common principles and actively use these on the job.

You will receive an overall result of Competent or Not Yet Competent for the assessment of this unit. The assessment is a competency based assessment, which has no pass or fail. You are either competent or not yet competent. Not Yet Competent means that you still are in the process of understanding and acquiring the skills and knowledge required to be marked competent. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall.

All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment. For valid and reliable assessment of this unit, a range of assessment methods will be used to assess practical skills and knowledge.

Your assessment may be conducted through a combination of the following methods:

 Written Activity

 Case Study

 Observation

 Questions

 Third Party Report

The assessment tool for this unit should be completed within the specified time period following the delivery of the unit. If you feel you are not yet ready for assessment, discuss this with your trainer and assessor.

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To be successful in this unit you will need to relate your learning to your workplace. You may be required to demonstrate your skills and be observed by your assessor in your workplace environment. Some units provide for a simulated work environment and your trainer and assessor will outline the requirements in these instances.

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E L E M E N T S A N D P E R F O R M A NC E C R I T E R I A

1. Communicate effectively with people

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate service information in a manner that is clear and easily understood

1.3 Confirm the person’s understanding

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner and within confidentiality procedures

2. Collaborate with colleagues 2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions

2.2 Identify lines of communication between organisation and other services

2.3 Use industry terminology correctly in verbal, written and digital communications

2.4 Follow communication protocols that apply to interactions with different people and lines of authority

3. Address constraints to communication

3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures

3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques

3.3 Use communication skills to avoid, defuse and resolve conflict situations

4. Report problems to supervisor

4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor

4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people

4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities

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4.4 Refer unresolved conflict situations to supervisor

5. Complete workplace correspondence and documentation

5.1 Complete documentation according to legal requirement and organisation procedures

5.2 Read workplace documents relating to role and clarify understanding with supervisor

5.3 Complete written and electronic workplace documents to organisation standards

5.4 Follow organisation communication policies and procedures for using digital media

5.5 Use clear, accurate and objective language when documenting events

6. Contribute to continuous improvement

6.1 Contribute to identifying and voicing improvements in work practices

6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements

6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development

6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action

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P E R F O R M A N C E E V I D E N C E A N D K N O W L E D G E E V I D E N C E

This describes the essential knowledge and skills and their level required for this unit.

PERFORMANCE EVIDENCE

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

 Demonstrated effective communication skills in 3 different work situations

 Clarified workplace instructions and negotiated timeframes with 2 colleagues

 Responded appropriately to 3 different situations where communication

constraints were present

 Completed 2 written or electronic workplace documents to organisation

standards

KNOWLEDGE EVIDENCE

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

 Legal and ethical considerations in relation to communication:

o Privacy, confidentiality and disclosure

o Discrimination

o Duty of care

o Mandatory reporting

o Translation

o Informed consent

o Work role boundaries – responsibilities and limitations

o Child protection across all health and community services contexts,

including duty of care when child is not the client, indicators of risk

and adult disclosure

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 Sources of information and the application of legal and ethical aspects of

health and community services work

 Ethical decision making and conflicts of interest

 Principles of effective communication, including models, modes and types

 Communication techniques:

o Open ended questions, affirmations, reflections and summaries

o Difference between motivational interviewing and coercive approach

o Difference between collaboration and confrontation

 Influences on communication:

o Language

o Culture

o Religion

o Emotional state

o Disability

o Health

o Age

 Potential constraints to effective communication in health and community

service contexts

 Health and community services industry terminology relating to role and

service provision

 Importance of grammar, speed and pronunciation for verbal communication

 When and how to use and recognise non-verbal communication

 Structure, function and interrelationships between different parts of the

health and community service system

 Organisation structure and different models to support optimum client

service:

o Principles underpinning person-centred service delivery

o Principles of rights-based service delivery

o Different roles and responsibilities of team

o Characteristics of multi-disciplinary teams and how they are used

o Relationships between different members of the health and

community services workforces

o Role of support services

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o Links and interrelationships with other services

o Funding environment

 Digital media and use in community services and health sector, including:

o Web

o Email

o Social media

o Podcast and videos

o Tablets and applications

o Newsletters and broadcasts

o Intranet

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A S S E S S M E N T C O N D I T I O N S

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

P R E - R E Q U I S I T E S

This unit must be assessed after the following pre-requisite unit:

There are no pre-requisites for this unit.

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T O P I C 1 – C O M M U N I C A T E E F F E C T I V E L Y W I T H P E O P L E

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

Effective communication, skills are fundamental to success in many aspects of life. Many jobs require strong communication skills and socially, people with improved communication skills usually have better interpersonal relationships.

Effective verbal or spoken communication is dependent on a number of factors and cannot be fully isolated from other important interpersonal skills such as non-verbal communication, listening skills and clarification.

WHAT IS COMMUNICATION?

Communication is simply the act of transferring information from one place to another.

Although this is a simple definition, when we think about how we may communicate the subject becomes a lot more complex. There are various categories of communication, and more than one may occur at any time. The different categories of communication are:

 Spoken or verbal communication

 Non-verbal communication

 Written communication

 Visualisations

Communication refers to the manner in which the meaning of a message is transmitted and received and includes:

Unaided communication such as:

 Natural gestures

 Facial expressions

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 Eye contact

 Vocalisation

 Key word signs - makaton vocabulary

Aided communication, where the person communicates using a communication aid (i.e. something other than their body) such as:

 Real objects

 Photographs

 Line drawings

 Communication aids such as 'chat books', personal communication dictionaries', 'books about me' etc.

 Electronic devices with speech output

Part of what makes us human is the ability to communicate ideas to each other using words. For a client who does not have the ability to communicate their thoughts in this manner life can be a lonely and frustrating experience.

VERBAL COMMUNICATION

Verbal communication includes sounds, words, language, and speech. Speaking is an effective way of communicating and helps in expressing our emotions in words. This form of communication is further classified into four types, which are:

 Intrapersonal Communication - This form of communication is extremely

private and restricted to ourselves. It includes the silent conversations we

have with ourselves; wherein we juggle roles between the sender and

receiver who are processing our thoughts and actions. This process of

communication, when analysed, can either be conveyed verbally to someone

or stay confined as thoughts.

 Interpersonal Communication - This form of communication takes place

between two individuals and is thus a one-on-one conversation. Here, the two

individuals involved will swap their roles of sender and receiver in order to

communicate in a clearer manner.

 Small Group Communication - This type of communication can take place

only when there are more than two people involved. Here the number of

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people will be small enough to allow each participant to interact and converse

with the rest. Press conferences, board meetings, and team meetings are

examples of group communication. Unless a specific issue is being discussed,

small group discussions can become chaotic and difficult to interpret by

everybody. This lag in understanding information completely can result in

miscommunication.

 Public Communication - This type of communication takes place when one

individual addresses a large gathering of people. Election campaigns and

public speeches are an example of this type of communication. In such cases,

there is usually a single sender of information and several receivers who are

being addressed.

NON-VERBAL

Nonverbal communication manages to convey the sender's message without having to use words.

This form of communication supercedes all other forms because of its usage and effectiveness. Nonverbal communication involves the use of physical ways of communication, such as tone of the voice, touch, and expressions.

Symbols and sign language are also included in nonverbal communication. Body posture and language convey a lot of nonverbal messages when communicating verbally with someone.

Folded arms and crossed legs are some of the defensive nonverbal signals conveyed by people. Shaking hands, patting and touching, express feelings of intimacy. Facial expressions, gestures and eye contact are all different ways of communication. Creative and aesthetic nonverbal forms of communication include music, dancing and sculpturing.

The way we communicate can play a major role in the success of our personal and professional relationships, and can significantly influence our ability to accomplish what we want and need, and achieve our potential.

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Words often play only a small part in the messages we communicate. Other factors, such as the way we present the words we use, our tone of our voice, and our body language – posture, gestures, facial expressions, eye contact, and personal presentation – all play a significant role in how we communicate. Of course, the way we communicate depends on who our audience is and what the context is. But whether chatting informally with friends or colleagues or participating in formal decision-making processes, how we communicate influences other people’s response to us, and the outcome.