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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?

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.

2) Why you wish to discuss the issues with Daniel, the Supervisor

3) Suggest what Daniel could do about the situation

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

E: Why is it necessary to :

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.

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

responds to you appropriately
exchanges information in a timely manner

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

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:

Communication methods to avoid, defuse and resolve conflict situations:
1)
2)

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

crossing their arms
walking away when the other is speaking.

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)

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:	The student is able to correctly, objectively and concisely recount details of the given incident in the Incident Report form.	The student fails to correctly, objectively and / or concisely recount details of the given incident in the Incident Report form.
	- state their workplace email address, and - explain fully and clearly why they wish to discuss the issues with their Supervisor, and - adhere to CareShore’s communication protocols as given in Appendix 1.	The student fails to: - accurately, clearly and objectively recount the events they have witnessed (according to the given incident), and / or - use industry terminology correctly in the email, and / or
	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.
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 / or
	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.
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:	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.
	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.
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:	The student is able to correctly identify and adequately describe two distinct communication methods that they could use to avoid, defuse and resolve conflict situations.	The student fails to correctly identify and / or adequately describe two distinct communication methods that they could use to avoid, defuse and resolve conflict situations.
	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.
Question E	The student is able to:	- correctly identify four new (not the ones already given) and / or distinct barriers, or constraints, to effective communication, and / or
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.

CHCCOM005 Communicate and work in health or community services

CHCLEG001 Work legally and ethically