Verbal and Non Verbal Communication Techniques - Communication Assignment Help

Assignment Task :

1. Background/Overview

When you work for an aged care sector organisation, you may encounter some situations involving conflict. In these situations you must use negotiation skills, problem-solving skills and communicate effectively to bring the situation to resolution. 

You will also need to know how to communicate in the workplace and model assertive behaviours in your interactions with others. 

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 two (2) parts.

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

• Engaging positively and supportively

• Using negotiation and problem solving skills

• Report conflict situations to a supervisor 

• Modelling assertive behaviours

• Principles of effective communication 

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 toCareShore’s procedures. Briefly explain why it was necessary to do this.

• The behaviour deserves consideration, investigation and reporting as it is an obstacle to achieving the best quality of life for the person and may present as an occupational health and safety concern for staff. Report act as guide for staff for any such incidents in the future. Clients feel valued when there is fairness in decisions, support from supervisions.

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. 

• I quietly approached and asked is everyone OK. I told Stephanie in a calm voice that she should go and find another staff member to assist Bill and John. Bill relaxed at this and lowered his fist. I took the remote control and turned down the sound, and asked Bill would he like to watch his show in his room. Bill said yes.
• I asked Bill to head towards his room and indicated the way. John sat down again, and the other residents looked calmer.

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

• Yes, Stephanie breach legal or ethical responsibility by saying that old people just a firm approach and raised their voice and never hurt anyone. 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.

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