CHCCOM005 - Communicate And Work In Health or Community Services - Sarah & Brittan Case Study - Nursing Assignment Help

Assignment Task

Assessment Task 1 – Questioning

1. Why is it important for health services assistants to use verbal and non-verbal communication to enhance  understanding and demonstrate respect?  

2. Explain the importance of each of the following in verbal communication:  

a. Grammar.  

b. Speed.  

c. Pronunciation.  

3. With regard to non-verbal communication, briefly explain:  

a. When it should be used?  

b. How it should be used?  

c. How to recognise when it is being used by others?  

4. Explain why it is important that health services assistants communicate information in a manner that is  clear and easily understood?  

5. Health services assistants should confirm that a person understands the message they are  communicating. Briefly explain why?  

6. Why is it important for health services assistants to listen to requests, clarify the meaning of requests  (where required) and respond appropriately to requests? 

7. Describe, in your own words, why health services assistants should exchange information: 

a. Clearly?  

b. In a timely manner?  

c. Within confidentiality procedures?  

8. Explain why health services assistants should listen to, clarify and agree on timeframes for carrying out  instructions in the workplace.  

a. Describe why it is important for health services assistants to use industry terminology correctly in  verbal, written and digital communications?  

b. In the following table is a list of terminology commonly used in the health and community service  sector. Write a brief sentence using each term correctly and provide an example: 

9. In your own words, state why health services assistants must follow communication protocols (e.g.  guidelines, policies, procedures) that apply to interactions with different people and different lines of  authority?  

10. a. What are some of the early signs of potentially complicated or difficult communication  situations? Give three (3) examples. 

b. Why should health services assistants report these early signs of potentially complicated or  difficult communication situations, according to organisation procedures?  

11. Identify why health services assistants must read workplace documents relating to their role, and clarify  their understanding of these documents with their supervisor if required?  

12. Briefly state how health services assistants can complete written and electronic documents to  organisation standards? Note one (1) example.  

13. Give three (3) examples of organisation communication policies and procedures for using digital media in  the health and community services sector.  

14. Why should health services assistants use clear, accurate and objective language when documenting  events?

Case Study 1 

Sarah’s supervisor, Megan, rang her to ask her to let the manager, Mr Rogers, know that she wouldn’t be able to  attend the meeting at 2.00 pm that afternoon. Sarah was very busy. She didn’t write the message down and  forgot all about it until 1.55 pm. She then sent an email to Mr Rogers. 

Case Study 2 

Brittany has recently started working at an aged care facility. One morning, one of the residents asks Brittany to  assist him to the toilet – however Brittany has not done this before and she is anxious. “One moment,” she tells  the client, “I will speak to my supervisor. I will be right back!” Brittany goes immediately to her supervisor, Terri,  and asks to speak with her in private. Despite the anxiety she is feeling, she explains the issue clearly and at a  

moderate pace, using simple hand gestures to emphasise her message. 

“That’s no problem!” Terri says to Brittany. “I’ll explain how you can assist this particular client.” Brittany listens  carefully to Terri. She avoids interrupting her supervisor, even though she has many questions to ask. She uses  open body language, faces her supervisor and maintains eye contact to demonstrate that she is listening. She  takes careful note of each of Terri’s instructions. At the end of Terri’s explanation, she asks questions to make  sure she understands Terri’s instructions. Brittany then returns to the client, apologises for the delay and – following Terri’s instructions – assists the client to the toilet.

1. State in your response, how Brittany has used verbal and non-verbal communication to: 

a. Enhance understanding? 

b. Demonstrate respect?

2. Identify the other verbal and non-verbal communication strategies Brittany could use to enhance  understanding and demonstrate respect? Give three (3) examples.  

3. Explain how Brittany has exchanged information with her supervisor:  

c. Clearly.  

d. In a timely manner.  

e. Within confidentiality procedures.  

4. Explain how Brittany has:  

a. Listened to her supervisor’s request.  

b. Clarified the meaning of her supervisor’s request.  

c. Responded appropriately.

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