Identify constraints to effective communication

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Reference no: EM134033372

COMMUNICATE AND WORK IN HEALTH OR COMMUNITY SERVICES

Section 1: Workplace incident reporting

Read the information at Section 1 of the CHCCOM005 Simulation Pack and complete the activities below.

Clarify the incident reporting process

Follow Junction Glen's procedures for email communication and write an email to your supervisor (who will be role played by your assessor).

• Use your own words to outline what you are expected to do when filling out the Workplace Incident Report.

• Make sure you correctly follow procedures for email writing. You may refer to business communication principles to support professional workplace correspondence.

Your supervisor will send you a reply that confirms whether you have correctly understood the process. If they indicate you have understood correctly, complete the next step below.

Attach a copy of your email to your Portfolio.

Fill out the Workplace Incident Report.

Follow Junction Glen's procedures and document the incident with Eileen and Kai using an electronic copy of the Workplace Incident Report.

• Use your own words - do not copy the information that is in the Simulation Pack.

• Make sure you correctly follow the incident reporting procedures.

• The date of the incident is the day on which you begin this activity.

Email your completed Workplace Incident Report to your supervisor, again following procedures for email correspondence. Don't forget to send it within the correct timeframe!

Attach a copy of your email to your Portfolio.

Section 2: Email correspondence

Read the information at Section 2 of the CHCCOM005 Simulation Pack and complete the activities below.

Respond to Joy's email

You will receive an email from Joy (sent by your assessor). You are to assume that once you have read Joy's email, you check Cecilia's individualised care plan and note that Joy is not part of Cecilia's care team - her care team consists of her two sons and their partners. You know from conversations with Cecila that she has had difficult relationships with her siblings and they rarely keep in touch. She does not speak fondly of her sister and does not wish to have any involvement with her.

Reply to the email you received.

• Follow Junction Glen's email correspondence procedures.

• Follow Junction Glen's privacy procedures.

• Remain professional at all times.

• Respond in a manner that demonstrates your understanding of privacy and confidentiality when it comes to client information.

• Communicate relevant service information in a manner that is clear and easily understood.

Attach a copy of your email to your Portfolio.

Notify your supervisor of Joy's second email

You receive a second email from Joy. This email upsets you and you are not sure how to proceed. You feel for Joy because you know she does not have long to live, but you also know that Cecilia has expressed her lack of interest in her sister.

Forward the second email from Joy to your supervisor (your assessor).

• Follow Junction Glen's email correspondence procedures.

• Use your own words to summarise the situation for your supervisor and your feelings.

• Use clear, accurate and objective language.

• Request support from your supervisor in handling this situation.

Attach a copy of your email to your Portfolio.

Section 3: Client interaction (role play)

Your assessor will observe you while you complete the role play. You will need to show that you can:

• follow communication procedures for verbal and non-verbal communication

• explain to Cecilia how Junction Glen is committed to protecting her personal information, using language that she can understand

• confirm that Cecilia has understood everything you have discussed

• show respect for Cecilia in all interactions

• listen to Cecilia and clarify and confirm what she tells you

• identify constraints to effective communication and respond appropriately. Understanding barriers to communication can support effective workplace interactions.

Section 4: Team meeting (role play)

Assessor observation

Your assessor will observe you while you complete the role play. You will need to show that you can:

• listen to your colleagues

• clarify and agree on timeframes for carrying out workplace instructions

• correctly apply industry terminology

• communicate as per Junction Glen's communication procedures

• communicate appropriately with your supervisor and your colleagues, considering lines of authority

• identify constraints to effective communication

• take action to resolve communication constraints through the use of appropriate communication strategies and techniques

• avoid, defuse and resolve conflict situations

• identify and voice improvements in work practices

• promote and model changes to improved work practices and procedures in accordance with organisation requirements

• seek feedback and advice from appropriate people on areas for skill and knowledge development.

Section 5: Meeting follow up

Read the information at Section 5 of the CHCCOM005 Simulation Pack and complete the activities below.

Write an email to your supervisor

Send an email to your supervisor, outlining what occurred during the team meeting once they left.

• Follow Junction Glen's email correspondence procedures.

• Remain professional at all times.

Attach a copy of your email to your Portfolio.

Respond to your supervisor's first email

You receive the email from your supervisor about professional development.

You are very busy with work and you cannot get the plan done in the timeframe they asked you to.

You are also not sure how many activities you are supposed to find - there are 20 rows, do you really need to find 20? Also, what is the budget? How many should be free or are all going to be paid for by Junction Glen?

• Follow Junction Glen's email correspondence procedures.

• Remain professional at all times.

• Clarify what you are supposed to do with the plan.

• Suggest a different timeframe in which you can complete the plan.

Attach a copy of your email to your Portfolio.

Respond to your supervisor's second email

The timeframe your supervisor has provided is still not enough time - you have to take a client to a specialist appointment and there is no one to take on this job for you. Your morning is blocked out with this activity and the specialist often runs overtime.

Suggest that you complete the plan by 3pm that day.

• Follow Junction Glen's email correspondence procedures.

• Remain professional at all times.

• Provide clear explanations to your supervisor.

Reference no: EM134033372

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