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E1144 Certificate III in Individual Support Assessment 2.1

Certificate III in Individual Support (Ageing, Home and Community)

Module 2: Individualised support, communication and working legally & ethically

1. Background/Overview

When you work for an aged care sector organisation, you may encounter some workplace issues when you are required to complete an incident report. In doing so, you must ensure your communication is objective, accurate and concise.

You will also need to know how to communicate in the workplace and follow your workplace procedures for any communication.

Effective communication is a vital part of succeeding in your work role and you will need a good grasp of verbal and non-verbal communication techniques.

2. Brief

This assessment consists of three (3) parts.

This assessment provides you with the opportunity to demonstrate your knowledge of the following areas:

  • Completing an incident report according to workplace policies
  • Write a workplace email
  • Report conflict situations to a supervisor
  • Principles of effective communication

There is an appendix at the end of the assessments, you will need to refer to it to complete Part 1, question B and Part 2, question B.

3. Activities

Part 1.

Read the scenario:

You are working at an aged care facility such as CareShore.

You are approaching the staff room when you overhear Maria and Kylie, two staff members, arguing loudly. Maria is unhappy with Kylie, as she is always takes long breaks, and expresses her frustration by loudly voicing that Kylie is very irresponsible as an employee. She says that taking such long breaks is breaching her duty of care towards the aged care clients she supports.

Kylie storms out of the staff room and as she walks away she shouts that Maria is not her manager and that she does not take any orders from her.

After some time, you come across Maria and Kylie engaged in another dispute, and this time they are arguing in front of some CareShore residents and their families.

In line with CareShore policy, you are required to complete an incident report and then send that incident report with a covering email to your Supervisor to report the problem and seek help.

A. Complete the Incident Report below. You only need to complete the ‘What happened?’ field. Remember to be objective, accurate and concise in your account of events.

CareShore Incident Report

Particulars of Incident

Incident Number

12345/67

Date

12 June

Location

CareShore

Name of person reporting incident

You

Supervisor name

Daniel Jacobsen

Nature of incident

Employee conflict

Details of incident

What happened?

Where did it happen?

CareShore staff room and later in front of CareShore residents

Were there any witnesses apart from the incident reporter?

Frank McCarthy (CareShore resident)

Jemima McCarthy (CareShore visitor and daughter of Frank McCarthy)

Selina Frankston (CareShore resident)

Patrick Frankston (CareShore visitor and son of Selina Frankston)

B. Now you have completed the incident report, you need to email your supervisor according to CareShore’s communication protocols. Look at Appendix 1 at the end of the assessment.

Appendix 1 is a document pertaining to CareShore’s communication protocols. Read it carefully, then write an appropriate email (100-200 words) to your supervisor.

Supervisor’s name: Daniel Jacobsen

What to include in the email:

  1. The events you have witnessed
  2. Why you wish to discuss the issues with Daniel, the Supervisor
  3. Suggest what Daniel could do about the situation

Make sure you use clear, accurate and objective language when documenting events, and be careful to use industry terminology correctly.

New Message

To:

From:

Subject:

C: In this scenario, you identified early signs of potentially complicated or difficult situations, and reported them according the CareShore’s procedures. Briefly explain why it was necessary to do this. (50-100 words).

D: Did Kyle and Maria breach any legal or ethical responsibilities? Explain your answer. (50-100 words)

E: Why is it necessary to :

  • refer unresolved conflict situations to your supervisor? (50-100 words)
  • refer issues impacting on employee or client rights and responsibilities to your supervisor? (50-100 words)

Complete the table:

Reporting to supervisor

Why is this necessary?

Refer unresolved conflict situations to your Supervisor.

Refer issues impacting on employee or client rights and responsibilities to your Supervisor.

Part 2.

Daniel, your Supervisor, replies to your email a couple of hours later:

RE: Help with a staff issue

From:

To me

14.36 2 hours ago

Hi _______,

Firstly, thank you for your email. It’s important that as a team we all look out for each other, and I’m glad to see you are looking out for Maria and Kylie as part of your team.

I understand your concerns, and I really value the suggestions you made. I will make arrangements to talk to Maria and Kylie privately so we don’t breach any privacy or confidentiality issues.

A chat would be great, so pop by the office when you get a moment and we can discuss more.

Thanks again,

Daniel

A: Why is it important that Daniel does the following:

  • listens to your requests
  • clarifies any meaning he is unsure of
  • responds to you appropriately
  • exchanges information in a timely manner
  • respects confidentiality procedures?

Complete the table.

Communicating effectively with people

Why is this important? (20-50 words)

Listening to requests

Clarifying meaning

Responding appropriately

Exchanges information in a timely manner

Respects confidentiality procedures

B: Read CareShore’s communication protocols again in Appendix 1, and in your own words, explain why Daniel will use a memo over another form of communication, to arrange the team discussion. (20-50 words)

Part 3.

A: Maria and Kylie are unable to communicate properly.

Suggest two (2) verbal and two (2) non-verbal communication methods that may help them to communicate in a respectful and constructive way. An example has been provided for you:

Mode

Communication method

(20-50 words)

Verbal

Stop shouting. Talk in a calm and respectful tone.

Non-verbal

Positive body language, for example, try to not talk with your arms crossed as this sends an angry message.

Verbal

Verbal

Non-verbal

Non-verbal

B: Identify and briefly describe one (1) instance, situation, or occasion when non-verbal communication would be more appropriate than verbal communication. (50-100 words)

C: If you see Maria and Kylie arguing again, what communication skills could you use to defuse and help resolve the conflict? Briefly describe two (2) methods you could use.

Communication methods to avoid, defuse and resolve conflict situations:

1)

2)

D: What role do grammar, speed and pronunciation play in effective verbal communication?

Aspects of verbal communication

What role does this aspect play in effective verbal communication?

Example

Your answer

(20-50 words)

Grammar

Bad, or incorrect, grammar may make it hard for people to understand what is being said.

Speed

If people speak too slowly, the listener may get frustrated and not listen attentively.

Pronunciation

If someone has a very strong accent, they may be difficult to understand; the listener will need to show patience and ask for clarification often.

E: Maria and Kylie have barriers, or constraints, to communicating effectively with each other. For example:

  • shouting
  • rolling their eyes
  • crossing their arms
  • walking away when the other is speaking.

Identify four (4) more constraints to effective communication and an appropriate communication strategy, method or technique to help resolve the block or barrier.

An example has been provided for you.

Barrier, or constraint to effective communication

Communication strategy, method or technique to help resolve the barrier (20-50 words)

Shouting

Take a deep breath before speaking; keep your tone neutral and respectful; don’t raise your voice.

1)

2)

3)

4)

Appendix 1: CareShore’s communication protocols

CareShore Communication Protocols

Policy

Communication systems enable the effective and efficient exchange of information.

Definitions

Internal communication: an exchange of information which occurs within the organisation.

External communication: an exchange of information which occurs between the organisation and external parties, such as community members, social services, GPs, etc.

Procedure

General

CareShore has its own cultural communication protocols. The information provided below should be used in accordance with the cultural and communication protocols of CareShore.

Methods of communication

Internal communication

Use the following communication methods:

  • email (whenever possible to save time and to provide a written record which is dated.)
  • telephone call (between individual employees, to discuss and negotiate. Confirm with an email if necessary.)
  • memorandum (to formally communicate information to other employees.)
  • meeting (to inform and discuss issues and make decisions. Note that meetings can be time-consuming and should only be held when communication by telephone, email and memorandum cannot achieve the desired outcome. Also, every meeting should have a clear agenda, and points raised for each agenda item should be noted and shared as a formal document with all participants and relevant stakeholders. Participants may discuss other matters under AOB – Any Other Business after the main agenda has been covered. Points raised in this part of the meeting should also be noted and shared.)

External communication

Use the following communication methods:

  • email (where time is an important issue.)
  • telephone call (to discuss or negotiate. Confirm any decisions by email, fax or letter.)
  • fax (where time is an important issue and email is not an option either because it is not available or the information is in an unsuitable form for email.)
  • letter (to formally communicate information, when time is not an issue.)

Responding to communication

Generally, respond using the same method as the original communication (eg. if you receive an email, reply by email).

Timeframes

Respond within the following timeframes wherever possible:

Email same day

Memos within three (3) working days of receipt

Fax same day

Letters within three (3) working days of receipt

Communication formats

  • Use the CareShore Style Guide for specific presentation guidelines.
  • The following general guidelines apply:
  • Use courtesy titles (Mr, Ms, etc) in the inside address of external correspondence. Use the addressee’s first name if the person is well-known to you.
  • Do not use courtesy titles in the close of external correspondence.
  • Do not use courtesy titles in internal correspondence (memos and emails).
  • Letters should close with Yours sincerely if the addressee’s name is shown in the inside address; Yours faithfully if the addressee’s name is not shown in the inside address.

Inclusive language

  • Comply with cultural protocols by using correct titles, e.g. Aunty, Uncle, Misses.
  • Use non-sexist and non-racist language by:
  • avoiding male-dominated terms. For example, use ‘chair’ or ‘chairperson’ instead of ‘chairman’.
  • eliminating the unnecessary use of the person’s gender, e.g. ‘female manager’
  • avoiding the use of pronouns such as ‘he’ or ‘she’. Use ‘their’ instead of ‘his’ or ‘her’.

Signatures

The Manager is responsible for all organisational correspondence. The Manager may authorise supervisors to sign standard letters in some circumstances.

4. Assessment Rubric

Below is a rubric that determines whether your answers and knowledge is satisfactory or unsatisfactory.

To be deemed satisfactory, and to pass the assessment, you must complete the requirements for the column that is titled ‘satisfactory’.

It is advisable to read the rubric for the question you are answering to determine if you have fully answered the question to the correct standard.

Criteria

Satisfactory

Not yet satisfactory

Part 1:

Question A

The student is able to correctly, objectively andconcisely recount details of the given incident in the Incident Report form.

The student fails to correctly, objectively and / orconcisely recount details of the given incident in the Incident Report form.

Part 1:

Question B

The student is able to:

- state their workplace email address,

and

- write a clear, accurate and concise subject line for their email,

and

- accurately, clearly and objectively recount the events they have witnessed (according to the given incident),

and

- explain fully and clearly why they wish to discuss the issues with their Supervisor,

and

- suggest an appropriate action / actions their Supervisor could take as a follow-up to the incident,

and

- use industry terminology correctly in the email,

and

- adhere to CareShore’s communication protocols as given in Appendix 1.

The student fails to:

- state their workplace email address,

and / or

- write a clear, accurate and concise subject line for their email,

and / or

- accurately, clearly and objectively recount the events they have witnessed (according to the given incident),

and / or

- explain fully and clearly why they wish to discuss the issues with their Supervisor,

and / or

- suggest an appropriate action / actions their Supervisor could take as a follow-up to the incident,

and / or

- use industry terminology correctly in the email,

and / or

- adhere to CareShore’s communication protocols as given in Appendix 1.

Part 1:

Question C

The student is able to fully and clearly explain why it was necessary, according to CareShore’s procedures, to report to their Supervisor the incident they witnessed.

The student fails to fully and /or clearly explain why it was necessary, according to CareShore’s procedures, to report to their Supervisor the incident they witnessed.

Part 1:

Question D

The student is able to:

- correctly determine if Kylie and Maria breached any legal or ethical responsibilities through their actions in the given incident,

and

- explain fully and clearly the reason / reasons behind their answer.

The student fails to:

- correctly determine if Kylie and Maria breached any legal or ethical responsibilities through their actions in the given incident,

and / or

- explain fully and / or clearly the reason / reasons behind their answer.

Part 1:

Question E

The student is able to explain fully and clearly why each given action is necessary.

The student fails to explain fully and / or clearly why each given action is necessary.

Part 2:

Question A

The student is able to explain fully and clearly why it is important for their Supervisor, Daniel to perform each of the given actions under effective communication protocols.

The student fails to explain fully and / or clearly why it is important for their Supervisor, Daniel to perform each of the given actions under effective communication protocols.

Part 2:

Question B

The student is able to fully, clearly and accurately paraphrase the CareShore communication protocol (in Appendix 1) warranting the use of a memo by their Supervisor to arrange the team discussion.

The student fails to fully, clearly and / or accurately paraphrase the CareShore communication protocol (in Appendix 1) warranting the use of a memo by their Supervisor to arrange the team discussion.

Part 3:

Question A

The student is able to identify two appropriate verbal and non-verbal communication methods that could help Maria and Kylie communicate in a respectful and constructive way.

The student fails to identify two appropriate verbal and / or non-verbal communication methods that could help Maria and Kylie communicate in a respectful and constructive way.

Part 3:

Question B

The student is able to correctly identify and adequately describe one instance, situation or occasion when non-verbal communication would be more appropriate than verbal communication.

The student fails to correctly identify and / or adequately describe one instance, situation or occasion when non-verbal communication would be more appropriate than verbal communication.

Part 3:

Question C

The student is able to correctly identify andadequately describe two distinct communication methods that they could use to avoid, defuse and resolve conflict situations.

The student fails to correctly identify and / oradequately describe two distinct communication methods that they could use to avoid, defuse and resolve conflict situations.

Part 3:

Question D

The student is able to explain fully and clearly the role each given aspect plays in effective verbal communication.

The student fails to explain fully and / or clearly the role each given aspect plays in effective verbal communication.

Part 3:

Question E

The student is able to:

- correctly identify four new (not the ones already given) and distinct barriers, or constraints, to effective communication,

and

- adequately describe an appropriate strategy, method or technique to help resolve each identified barrier or constraint.

The student fails to:

- correctly identify four new (not the ones already given) and / or distinct barriers, or constraints, to effective communication,

and / or

- adequately describe an appropriate strategy, method or technique to help resolve each identified barrier or constraint.

Overall assessment requirements

Word counts

As per tasks

Plagiarism

All the student’s work is original and sourced where appropriate.

Referencing

Appropriate referencing conventions are used.

5. Units of Competency

This assessment meets the following units of competency:

CHCCCS015 Provide individualised support

CHCCOM005 Communicate and work in health or community services

CHCLEG001 Work legally and ethically

All terms mentioned in this text that are known to be trademarks or service marks have been appropriately capitalised. Use of a term in this text should not be regarded as affecting the validity of any trademark or service mark.

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