CHC33015: Certificate III - Management Assessment Answer

CHC33015

Management Assessment Task

Part 1.
Read the scenario and then answer the questions that follow:
You are working as a care support worker in an aged care facility such as CareShore. You are approaching the the lounge area and hear raised voices. On entering the room you find Bill and John (clients) pushing and pulling the remote control of the television and yelling at each other. John believes that he should have the control as he was there first. Bill says that he should have the control.
During the encounter the volume has been put up on the control and the television is playing very loudly. Just as you go to intervene, Stephanie, another support worker comes in via another door. She goes to Bill and John and yells at them to both shut up and sit down, and goes to grab away the remote from the residents.
Both Bill and John fall silent, but Bill starts stepping towards Stephanie with his fist raised. The other residents in the lounge room look shocked and frightened. One is crying.
You quietly approach and ask is everyone OK. You say to Stephanie in a calm voice that she should go and find another staff member and you will assist Bill and John. Bill relaxes at this and lowers his fist. You take the remote control and turn down the sound, and ask Bill would he like to watch his show in his room. Bill says yes.
You ask Bill to head to his room and indicate the way and say you will come and assist him. John sits down again, and the other residents look calmer.
After assisting Bill to organise his chair and TV show, you seek out Stephanie. She looks irritated and says she could have handled the situation. You reply that yelling at the residents was not helping manage the situation and that getting them to de-escalate and defuse the situation was what was important. You say that Stephanie looked stressed and you were worried for her as well. Stephanie scowls and makes a comment that the old men just need a firm approach and raised voices never hurt anyone. She turns and leaves the room.
1A. In accordance with CareShore’s policies and procedures, you need to complete and Incident Report. Complete the ‘What happened?’ field in the Incident Report mock up below. Remember to be objective, accurate and concise in your account of events.

1B. In this scenario, you identified early signs of potentially complicated or difficult situations, and reported them according to CareShore’s procedures. Briefly explain why it was necessary to do this.

1C: In the scenario above, you, the support worker, have shown assertive behaviour. Identify and explain what actions in the scenario demonstrated this assertive behaviour.

1D: Did Stephanie breach any legal or ethical responsibilities? Explain your answer.

1E: Why is it necessary to:
o Refer unresolved conflict situations to your supervisor?
o Refer issues impacting on employee or client rights and responsibilities to your supervisor?

Part 2.
2A: Stephanie is unable to communicate effectively with the residents or others. Suggest two (2) verbal and two (2) non-verbal communication methods that might be recommended by her manager to help her communicate in a respectful and constructive way.

2B: Identify and briefly describe one (1) instance, situation, or occasion when non-verbal communication would be more appropriate than verbal communication.

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