Unit Title
CHCCOM005 –Communication and Work in Health or Community Services
Unit Purpose
This unit describes the skills and knowledge required to use effective communication skills health or community services.
Prerequisites
There are no pre-requisites for this unit.
Content
Section 1: Effective Communication with People
Section 2: Potential Constraints to Effective Communication
Section 3: Working Collaboratively to Teamwork
Section 4: Working Ethically
Resources/Readings
Readings A – F are located in the associated Book of Readings.
Suggested Hours
Although everyone will work at their own pace, we suggest you allow approximately 60 hours to complete this unit competently, including seminars, tutorials, assignments and practical activities.
Timeframe
The recommended time frame for this unit is 4 weeks.
Assessment
This unit will be assessed by completing the associated Assessment attached to this module.
How to Use This Module
This module and the associated readings contain all of the information that you need to complete the assessment tasks associated with this unit. You must read through all of the information provided (both the module and associated readings) before attempting the assessment tasks.
Throughout this module there are a few icons used to help you. These include:
Tip
This is used to indicate the presence of tips or additional instructions that may assist you as you work through this module. They are designed to help you expand your knowledge and skills and deepen your understanding of how concepts and practices are applied in workplaces.Read
You will find these throughout the module. They indicate that a particular Reading contains additional information on the topic that is being discussed at that point.Reflect
This indicates a self-reflection question. You are not required to submit answers to these questions. They are designed to get you thinking more about the topic and to consider key points in order to aid your understanding.Upon completion of this unit, you should be able to:
| Element | Performance Criteria |
|---|---|
| 1. Communicate effectively with people | 1.1. Use verbal and non-verbal communication to enhance understanding and demonstrate respect 1.2. Communicate service information in a manner that is clear and easily understood 1.3. Confirm the person’s understanding 1.4. Listen to requests, clarify meaning and respond appropriately 1.5. Exchange information clearly in a timely manner and within confidentiality procedures |
| 2. Collaborate with colleagues | 2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions 2.2 Identify lines of communication between organisation and other services 2.3 Use industry terminology correctly in verbal, written and digital communications 2.4 Follow communication protocols that apply to interactions with different people and lines of authority |
| 3. Address constraints to communication | 3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures 3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques 3.3 Use communication skills to avoid, defuse and resolve conflict situations |
| 4. Report problems to supervisor | 4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor 4.2 Refer any breach or non-adherence to standard procedures or adverse event to appropriate people 4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities 4.4 Refer unresolved conflict situations to supervisor |
| 5. Complete workplace correspondence and documentation | 5.1 Complete documentation according to legal requirement and organisation procedures 5.2 Read workplace documents relating to role and clarify understanding with supervisor 5.3 Complete written and electronic workplace documents to organisation standards 5.4 Follow organisation communication policies and procedures for using digital media 5.5 Use clear, accurate and objective language when documenting events |
| 6. Contribute to continuous improvement | 6.1 Contribute to identifying and voicing improvements in work practices 6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirement 6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development 6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action |
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:
- Legal and ethical considerations in relation to communication:
- Privacy, confidentiality and disclosure
- Discrimination
- Duty of care
- Mandatory reporting
- Translation
- Informed consent
- Work role boundaries – responsibilities and limitations
- Child protection across all health and community services contexts, including duty of care when child is not the client, indicators of risk and adult disclosure
- Sources of information and the application of legal and ethical aspects of health and community services work
- Ethical decision making and conflicts of interest
- Principles of effective communication, including models, modes and types communication techniques:
- Open ended questions, affirmations, reflections and summaries
- Difference between motivational interviewing and coercive approach
- Difference between collaboration and confrontation
- Influences on communication:
- Language
- Culture
- Religion
- Emotional state
- Disability
- Health
- Age
- Potential constraints to effective communication in health and community service contexts
- Health and community services industry terminology relating to role and service provision importance of grammar, speed and pronunciation for verbal communication
- When and how to use and recognise non-verbal communication
- Structure, function and interrelationships between different parts of the health and community service system
- Organisation structure and different models to support optimum client service:
- Principles underpinning person-centred service delivery
- Principles of rights-based service delivery
- Different roles and responsibilities of team
- Characteristics of multi-disciplinary teams and how they are used
- Relationships between different members of the health and community services workforces
- Role of support services
- Links and interrelationships with other services
- Funding environment
- Digital media and use in community services and health sector, including:
- Web
- Social media
- Podcast and videos
- Tablets and applications
- Newsletters and broadcasts
- Intranet
Performance Evidence
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:
- Demonstrated effective communication skills in 3 different work situations
- Clarified workplace instructions and negotiated timeframes with 2 colleagues
- Responded appropriately to 3 different situations where communication constraints were present
- Completed 2 written or electronic workplace documents to organisational standard.
Section
This unit is designed to introduce you to the skills and techniques used in effective communication. You will learn about modes and styles of communication, potential constraints to communication, working collaboratively and in multidisciplinary teams, reporting and documentation, and continuous improvement strategies.
Overview of Sections Section
Section 1: Communication Effectively with people
This section of the module will provide you with an introduction to effective communication, the different modes and styles of communication, as well as techniques for working collaboratively with clients. You will also learn about how learning styles can affect communication.
Section 2: Potential Constraints to Effective Communication
In this section, you will be provided with an exploration on how to confirm and clarify meaning to ensure effective communication, constraints and influences on communication, and information pertaining to conflict resolution. This section will also cover working with diverse clients.
Section 3: Working Collaboratively and in Teams
In this section of the module, you will learn how to effectively work with colleagues and multi-disciplinary teams, as well as having a good understanding of your role and other roles within the workplace. This section will cover sharing information, and what this entails according to confidentiality and client-centred care. Conflict resolution techniques will also be explored.
Section 4: Reporting and Documentation
In this section of the module you will be presented with information regarding ethical and legal responsibilities as a health worker, as well as potential breaches, non-adherences, and ethical dilemmas within the context of reporting and referring.
Section 5: Contribute to Continuous Improvement
This section of the module will explore the importance of contributing to improvements within the workplace, as well as developing your ongoing learning and development as a practitioner. health worker.
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