Student Name Student Number Unit Code/s & Name/s CHCCOM005 Communicate and work in Health or Community Services

Student Name Student Number Unit Code/s & Name/s CHCCOM005 Communicate and work in Health or Community Services

CHCDIV001 Work with diverse people

Cluster Name If applicable Cluster 3 Consumer Directed Care (Ageing)

Assessment Type Case Study Assignment Project Other (specify)

Assessment Name Written Assessment Task No. 1 of 3

Assessment Due Date Date Submitted / /

Assessor Name Student Declaration: I declare that this assessment is my own work. Any ideas and comments made by other people have been acknowledged as references. I understand that if this statement is found to be false, it will be regarded as misconduct and will be subject to disciplinary action as outlined in the TAFE Queensland Student Rules. I understand that by emailing or submitting this assessment electronically, I agree to this Declaration in lieu of a written signature.

Student Signature Date / /

PRIVACY DISCLAIMER: TAFE Queensland is collecting your personal information for assessment purposes. The information will only be accessed by authorised employees of TAFE Queensland. Some of this information may be given to the Australian Skills Quality Authority (ASQA) or its successor and/or TAFE Queensland for audit and/or reporting purposes. Your information will not be given to any other person or agency unless you have given us written permission or we are required by law.

Instructions to Student General Instructions:

Read the instructions / questions and follow what is being asked of you.

Questions are to be completed and submitted to your teacher by the due date. All questions must be answered.

If you are using resources outside of the information provided, please include website that you accessed.

Information / Materials provided:

Assessment questions and relevant forms to be completed.

Assessment Criteria:

To achieve a satisfactory result, your assessor will be looking for your ability to demonstrate the following key skills/tasks/knowledge to an acceptable industry standard:

Concepts of cultural awareness, cultural safety, diversity and cultural competence

Reflections on own perspectives of diversity and as a way to improve awareness and inclusivity in the workplaceRecognising and respecting the needs of others from diverse social and cultural backgrounds

The use of effective communication skills verbal and non-verbal

Understand the different influences that create communication barriersResponding appropriately when issues or misunderstandings arise

Features, impacts, characteristics and key areas of diversity in Australia including Aboriginal and Torres Strait Islander people

Legal and ethical considerations

The benefits of diversity and inclusiveness

Needs and issues of marginalised groups.

Number of Attempts:

You will receive up to two (2) attempts at this assessment task. Should your 1st attempt be unsatisfactory (U), your teacher will provide feedback and discuss the relevant sections / questions with you and will arrange a due date for the submission of your 2nd attempt. If your 2nd submission is unsatisfactory (U), or you fail to submit a 2nd attempt, you will receive an overall unsatisfactory result for this assessment task. Only one re-assessment attempt may be granted for each assessment task. For more information, refer to the Student Rules.

Submission details Insert your details on page 1 and sign the Student Declaration. Include this template with your submission.

Assessment to be submitted via

TAFE Queensland Learning Management System: Connect url: https://connect.tafeqld.edu.au/d2l/loginUsername; 9 digit student number

For Password: Reset password go to https://passwordreset.tafeqld.edu.au/default.aspx>

Instructions for the Assessor Student needs to be able to access Connect to be able to participate in assessments. The student needs to have the appropriate skills to access connect and support given if needed. A marking guide is provided with Benchmark Answers.

Note to Student An overview of all Assessment Tasks relevant to this unit is located in the Unit Study Guide.

In your own words, explain what the word diversity means.

In your own words, explain what the word culture means.

Complete the timeline, by providing a minimum of two (2) examples (per date range) of key changes to each aspect of Australian life over the last 50 yearsAspect of Australian life 1960 1980 1980 2000 2000 current

Political

Eg New/ amended legislation or government policies and initiatives that impacted on way of life (Centrelink, human rights, laws for specific industry sectors) 1 1 1 2 2 2 Social

E.g. events celebrated, what society views as acceptable (clothing, family structure, gender roles, domestic violence, mental health, disability) 1 1 1 2 2 2 Economics

E.g. currency, cost of living, accessibility to resources, world trade, consumer demand, industrialisation) 1 1 1 2 2 2 Culture

E.g. main cultures / cultural influences within Australia 1 1 1 2 2 2

Tick three (3) factors that have influenced significant change in AustraliaThe Bullet Train

Faster and more efficient transport

Advancement in communication

Increased population

Cheaper phone calls

Immigration

Working with people from diverse backgrounds can impact your behaviour, relationships and social expectations. Provide an example of a positive impact of working with diverse colleagues

List four (4) key areas of diversity found within your work environment or classroom (e.g. gender etc)

List four (4) important needs to consider accommodating diversity within your work place or class room.

List four (4) examples of how a persons culture can influence or impact on the communication process

Read the case study below and answer the following questions.

Case study

Mary OBrien is an Aboriginal woman. She recently left the respite care centre without notice and was missing for almost a week, taking no medication with her. The police were notified, but were unable to locate her. When she returned, she said that she had gone to a relative's funeral in the country.

Mary is in her early 60's. She grew up in Redfern, a suburb of Sydney, and attended school up to Year 8. She is married to an English born truck driver and has 6 children between the ages of 38 and 45 years. Mary has Emphysema and Diabetes, which is not well controlled, and she insists on eating cakes and biscuits, which her family bring in.

Outline three (3) key issues with this scenario

Provide strategies on how the organisation and its staff can best support Marys needs and preferences and identify an organisation that could provide support.

Marys Need Support strategy External Organisation that could assist with this need

Spiritual

e.g. religion 1 2 Cultural

e.g. aboriginality 1 2 Emotional

e.g. loss and grief 1 2 Physical

e.g. health and wellbeing 1 2 Social

e.g. inclusive practice, friends/family 1 2 Communication 1 2

Self-Awareness can help with: (tick five (5) correct answers)

Identifying and reflecting on your own perspectives and biases

Manipulating other people

Being aware of your self and social limitations

Being more inclusive in the workplace

Identifying ways to improve working relationshipsGetting a promotion at work

Understanding how your culture and attitudes impacts on othersExplain why self-awareness and reflection are important when interacting or communicating with people in your work environment.

Read the case study and answer questions following.

Case study

Jane has been working in a family support service for the past five years, and works with clients from a similar cultural background to her. Jane works closely with clients and their families, to address their needs and discusses their options with them. She is a well-respected and liked staff member.

Over the last week Jane has been allocated a new temporary client, Mei Lin; whilst the regular worker is on family leave.

Mei Lin and her family emigrated from China and only speak Cantonese. Mei Lins daughter is at school learning English, and shares what she is learning with her family. Other staff have found using simple English words and gestures it makes it possible to enable basic communication.

Food is an important part of Mei Lins culture and she takes pride pride in cooking and providing traditional Chinese food using traditional herbs and spices. Jane usually finds Mei Lin in the kitchen. The aroma from the spices and herbs linger within the home, mainly in the kitchen and also on Mei Lins clothing.

These aromas are not familiar to Jane and she is finding the cooking smells to be unpleasant and they make her feel sick. She finds she has to cover her mouth mouth and nose whenever she enters the house. She is worried this will impact on her general health. Jane has considered wearing a mask for each visit, has sprayed extra perfume before entering the house, and has brought her own air freshener to spray around the kitchen area during visits. She and has attempted to speak to Mei Lin about changing visits or cooking times but Mei Lin doesnt want to change her routines. After trying to discuss this issue with Mei Lins husband, Jane believes she can no longer provide quality care to Mei Lin and she feels they would be better off having a Chinese worker.

Provide an example of self-awareness that Jane demonstrated

Provide two (2) examples where Jane demonstrates a lack of self-awareness

Explain how Janes behaviours and actions could affect Mei Lin and her family. Provide a minimum of three (3) examples

If you were providing support to Mei Lin and her family, what assistance could you ask for to help with communication needs

Provide three (3) strategies that could have provided a better experience for both Mei Lin and Jane

Which of the following are useful for effective communication (tick the five (5) correct answers)Passive communication

Asking open ended questionsPronouncing words and using terminology correctly

Open body language

Active listening

Not showing emotions

Confirming understanding

There are different methods of communication. Read each statement and match it to the correct mode of communicationStatements:

Graphs and charts maps and logos

Face to face, telephone, radio and television

Body language, gestures, how we dress and actLetters, emails, books and magazines

Mode of communication Statement

Non-verbal Communication Written Communication Verbal Communication Visualisation Provide an example of how each factor (heading listed below) can influence the way we communicateFactor Examples of how it influences communication

Language Culture Religion Emotional State Disability Health Age

Match the Communication Technique with the provided Example and/or Definition.

Examples:

Working together to complete tasks or achieve a goalThis is a beautiful painting. You are a talented artistUse various techniques to create a conversation around change, without actually suggesting to the person they should changeBetty, I need to talk to you NOW.

Did you enjoy lunch?

Give a brief statement of the main pointsSeeking to understand speaker by repeating back key pointsWhat would you like to do today?

Forcing another person to do something they dont want to doCommunication technique Example or Definition

Closed Question Open Question Affirmation Reflective Listening Summarise Motivational Interviewing Coercive approach Collaboration Confrontation List three (3) ways you can demonstrate respect when communicating with the person you are providing support to, their family and/or work colleagues

Compete the table by listing four (4) different barriers to effective communication; and providing two (2) strategies to reduce each barrier.

Barriers to communication Strategies to reduce impact

1. 1.

2.

2. 1.

2.

3. 1.

2.

4. 1.

2.

Community service workers need to be aware of a number of legal and ethical issues when communicating.

Read the statements below and choose an issue that matches.

Issue Answer Statements

Duty of Care The unfair or unjust treatment of a person on the basis of a personal attribute, including age, race or gender

Informed Choice Legislative requirement placed on some people to report signs of suspected abuse or neglect of vulnerable people including frail aged and children

Privacy and Confidentiality Professional used to change written text or spoken words from one language to another

Job Description Making a decision to agree to a service/process after you have been provided with all the relevant information and had sufficient time to form an understanding.

Child protection Outlines the tasks you are to perform, rules you are to abide and responsibilities you have in the workplace

Mandatory Reporting Occurs when workplace decisions or actions are influenced by, or perceived to be influenced by personal gain

Conflict of Interest Standards by which you are to act and behave in the workplace

Discrimination Employers and employees in a workplace have a responsibility to take reasonable care not to cause harm to other people or property

Disclosure Protection of personal information. Not repeating conversations. Ensuring that client files are locked in office.

Scope of Practice Sharing of personal information or key information relevant to a specific purpose

Translators and Interpreters Legislated process for protecting children from harm, abuse or neglect

Ethics What you are qualified to do, what you are competent to do and what you are authorised to do

When you first meet a person receiving a service, what points should you clearly discuss to promote understanding of the professional boundaries of the relationship? (tick five (5) correct answers)

the function of the service

support workers annual wage

your role in the service

responsibilities of person seeking servicessize and structure of your family

persons rights to privacy and confidentiality

your health conditionswhat the person can expect from the service

all of the above

Complete the table by providing three (3) types of digital media regularly used in a community service setting and an example of how each one is usedDigital media regularly used An example of how it is used

As a staff member in the community services sector you are obliged to abide by legislation pertaining to the sector and the ethical guidelines as established by your organisation.

In the below situations, tick whether this is UNETHICAL or a LEGAL situation and state a reason why.

Situation Unethical or Legal concern Reason

Joan is an older worker and has applied for a position as an activities coordinator in the same organisation where she currently works. She is told she was not successful as the position is suited to a much younger person Unethical

Legal John is a personal carer but doesnt like showering residents with dementia. On the early shift today, John manipulates another worker into doing his showers for him Unethical

Legal Mary Jane is crying and upset. She tells you the doctor is really cross at her as she is not following the treatment plan he has devised for her. She tells you the doctor never asked for her input and she doesnt like being told what to do Unethical

Legal Joe shares some of his past with you during a home visit. This was about terrible events he witnessed and participated in when he was in the war. You cant wait to get back to the office so you can share with the other staff Unethical

Legal A day outing is being organised for the residents. The staff exclude Abdul as they think it is too difficult to work around his prayer times and he probably wouldnt want to go anyway Unethical

Legal Sara feels sorry for Mrs Gordon as she lives on her own. She offers to come around on the weekends to help her out and keep her company Unethical

Legal

Read the case study below and answer the following questions.

Case study

Mrs Anna Collins (DOB 13/3/19) lives in her own home and receives services from your organisation 3 days a week. When you arrive at her home at 11am on the 22.10.2020 Mrs Collins does not come to the door to greet you as usual. You call out and hear her calling back to you from inside the house. You enter, using the key she keeps in a secret location, and you find Mrs Collins on the bathroom floor.

When you ask Mrs Collins what happened, she states I got up at 11pm to go to the bathroom and slipped off the toilet seat when I went to sit down. That jolly light blew when I tried to switch it on and I couldnt see a thing. I guessed I misjudged where the toilet was. *sigh* Ive been lying here ever since

You ask her where it hurts/what injuries she knows of, as you start to do a quick assessment. She says horrid pain in the top of my right leg and you notice a large bruise to that region and that the leg is turned outward.

You make Mrs Collins comfortable with a pillow and blankets; and provide her with reassurance that you will get some help. You call 000 for an ambulance, and then your Supervisor to report the incident. While you sit with Mrs Collins waiting for the ambulance, you call Sally Collins (daughter next of kin) to inform her of what has happened.

Mrs Collins is now in hospital receiving the medical attention she requires and you have returned to the office to complete the paperwork.

Complete the following Incident Report for the scenario listed aboveRemember to use objective writing (language) as this is a legal document.

WORKPLACE INCIDENT REPORT

Name of person filling in report: Role: Mobile no: DETAILS OF INCIDENT

Date of injury: Time: Name of injured person: Relationship to person completing report: Location where injury occurred: How did the injury occur:Nature of injury sustained:

Abrasion, scrape

Bite

Broken bone / fracture

Bruise

Burn

Concussion Cut

Rash

Sprain

Swelling

Other (please specify)

132726884/ Anna Rassadnikova / Shutterstock.comActions taken: Names of any witnesses: Description of accident by witness: When was the injury reported? Date: Time: Who was the injury reported to? Name: Position: Was the injury reported to the NOK? Name: When: Signed: Date:

Read the following entries in Mrs Collins progress notes and then complete an entry about todays events.

Remember to use objective writing (language) as this is a legal documentDate & Time Progress Note

19/10/2020 1100hrs Mrs Collins arrived home last night, from a short holiday with her family. She was

still in bed when I arrived at 830 hrs. I encouraged her to have a lie in while I got

her washing started. Anna asked if I could contact the doctors surgery, shed

forgotten to write down the time for her appointment on Wednesday. Confirmed

appointment 12.15 hrs. Confirmed with office that an escort had been arranged for

this day. Natalie Greenburg SW NGreenburg21/10/2020 1300hrs Escorted to doctors appointment today.

Natalie Greenburg SW NGreenburg

Often the most important information exchanged during communication is done nonverbally. Nonverbal communication can be conveyed by (tick the five (5) correct answers)

Facial expressions

Clothes youre wearingPosture

Gestures

Colour of your eyes

Using slang

Tone of voice

Which of the following contribute to making the workplace culturally safe for all (tick the five (5) correct answers)

All staff feeling comfortable to contribute to discussions and decisionsHaving separate staff rooms for staff of different cultures

Mandatory cultural awareness training for all staff

Adapting your communication style

Displaying empathy and respect

Using negotiation and collaboration skills

Raising your voice

Tick the boxes to indicate the appropriate ways to respond during a communication breakdown (tick the five (5) correct answers)

Remain professionalJust walk awayTell the person they are wrong

Active listening

Acknowledge the other persons feelingsBe respectfulAddress the situation immediately

Read the case study below and answer the following questions.

Case study

You are a respite worker in a Day Respite Centre that provides daily activities, lunch and social support to older people and people living with a disability. There are three staff rostered on each day who are expected to work together to set up and run the activities, prepare and serve lunch and then tidy everything up before the cleaners come in the afternoon.

Today, you are feeling frustrated as you have received little help from the other staff.

The two other staff (Maree and Louse) are close friends. According to gossip, Maree has recently split up with her husband and you notice she looks like she has been crying. She hasnt been smiling or engaging in conversation with the clients. You also notice that Maree and Louise have been taking regular breaks away from the respite room leaving you on your own with the clients.

The last client left 15 minutes ago and it has been 30 minutes since youve seen Maree or Louise. Today was a busy day and the respite room still needs to be tidied up.

Name two (2) documents you could read, to understand the work role and responsibilities of a respite worker

Following organisational procedures, how would you effectively communicate your need for help to Maree and Louise?

If this situation could not be resolved, who would you speak to?

Choose all the points which explain what a Performance Appraisal is, and who is involved in the processPurpose of a Performance Appraisal Who could be involved

Opportunity to complain about the organisationLook at options for skill development trainingTo meet with the supervisor if someone has made a complaint about youIdentify areas for improvementGet feedback on what you are doing wellSet future goalsTo rate your popularity with clients

To terminate your employment

Reflect on work performance since the last appraisal Clients

Colleagues

Supervisor / Manager

You

Provide an example of inclusiveness in the workplace that could contribute to the development of positive safe workplace relationships

How can you contribute to continuous improvement in the workplace (tick the five (5) correct answers)

Continue to do my work the way I wantSpeak up about work practice that could be changed for the better

Go along with what the supervisor decidesPromote change to other colleaguesBe a role modelAttend training so you can do your job betterSeek advice from the supervisor on skill development opportunities

Name two (2) different sources of information where you could find out more about the legal and ethical aspects of working in aged care

When communicating information about the service to culturally diverse people, why is using correct grammar, speed and pronunciation important in verbal communication?

What website would you access as a starting point if you needed more information about the structure and function of aged care services in Australia?

Which of the following are important when collaborating with colleagues (tick the five (5) correct answers)

Referring any issues or conflict to the supervisor

Allocate tasks to a colleague when they are not presentAgreeing on timeframes for completing activities

Identifying lines of communication between other services

Using industry terminology correctly

Only listen to the supervisor

Following communication protocols

Why is it important to follow organisational policy on the use of social media?

End of Assessment