CHC43415 Certificate IV in Leisure and Health (Release 2)
CHCCOM002 Use communication to build relationships
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Assessment number: 35139/02
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CHCCOM002 Use communication to build relationships
This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing. It describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
This assessment is Assessment 2 of the three assessments you are required to complete, together with structured workplace learning, for CHCCOM002 Use communication to build relationships.
This assessment is designed to gather evidence of competence, specifically to:
• communicate with clients and co-workers
• address communication needs
• facilitate meetings.
Assessment 2 Description
35139/02 Written assessment
Written Assessment 2
This assessment will allow you to demonstrate your knowledge in the following areas.
• Identify and use appropriate communication techniques to communicate with clients and colleagues.
• Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights.
• Represent the organisation appropriately and in accordance with communication policies and protocols.
• Provide information to clients and service providers in accordance with communication policies and protocols.
• Recognise and support communication needs of clients, colleagues and external networks.
• Identify and address problems and communication barriers.
• Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements.
• Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks.
The Assessment is split into Part A and Part B.
PART A: Providing information to clients
Read the following case study and then answer the questions.
You work as a support worker at CareShore Community Services in Melbourne.
Two clients that you regularly visit in their home environment are Terrence Maynard and Michelle Townsend. You have known them both for four years. (Their character profiles are in the Appendix A: Character profiles of this assessment.)
Next month, you will be on Annual Leave for three weeks. Your plan is to travel overseas. While you are on leave, one of your colleagues, Anthea Davis, is going to step in and visit your clients. She will visit Terrence and Michelle throughout the three weeks. As Anthea, has only just joined CareShore Community Services, she has not met Terrence and Michelle.
You need to provide information to Terrence and Michelle about your Annual Leave dates and your replacement. While you plan to tell them in person, you also need to send them each an email with all the details (e.g. dates, names and so on) and to provide them reassurance that they will continue to be cared for.
1. What individual communication needs will you need to consider when writing to Terrence? (Refer to Appendix A: Character profiles to help you answer this question.) (approx. 20-50 words)
2. What individual communication needs will you need to consider when writing to Michelle? (Refer to Appendix A: Character profiles to help you answer this question.) (approx. 20-50 words)
3. Write the email to Terrence, showing you can address his communication needs. You need to demonstrate a person-centred, rights-based approach. The email also needs to follow the organisation’s Style Guide format (see Appendix B: Style Guide for CareShore Community Services).
4. Write the email to Michelle, showing you can address her communication needs. You need to demonstrate a person-centred, rights-based approach. The email also needs to follow the organisation’s Style Guide format (see Appendix B: Style Guide for CareShore Community Services).
5. Provide one reason why it is important to refer to style guides or communication protocols when using written communication such as emails, letters or reports.
6. What digital media strategies could you use to notify other people (both internal and external) about your upcoming leave?
PART B: Resolving conflict
Read the following case study and then answer the questions.
You work as a Recreation Officer at Greenfields City Council and report to the Senior Recreation Manager, Susie Rodriguez. There are three other Recreation Officers on the team, all reporting to Suzie. They are Mandy Lim, Mike Nguyen and Justin Martin. You have worked on the team for the last three years and in that time, you have worked closely with Mandy and Mike. Justin joined the team only six months ago.
The whole team is responsible for running a program of events and activities to support the Council’s recreation strategy. The aim is to establish the local government area as a place with diverse leisure and recreation opportunities that enhance the quality of life for residents, workers and visitors.
Many of the events which you and your team organise are held in the evenings or on weekends. When you work on an event with Mandy and Mike, things seem to run smoothly. But in the last few months, working with Justin has proved more difficult. As he is a new member of the team and still learning how things work, you expected him to seek more direction from you. Instead, he likes to do things his way and makes decisions on his own. Sometimes, you find he has done something without discussing it with you first. You think you deserve more respect as a long-standing member of the team.
In the last two weeks, you have noticed Justin avoiding you even more. He avoids eye contact with you and puts his hands on his hips when talking to you. One day, you overhear him complaining to Mike about how much weekend work he has had to do since starting. You hear him say, ‘Certain members of this team seem to get away with hardly any weekend work’. You suspect he may be talking about you because in the last few weeks, you’ve had to attend family events (e.g. birthdays, anniversaries) and could not attend work events. While your manager, Susie, approved this arrangement, you feel misunderstood by the rest of the team.
You are concerned that the communication problem between you and Justin is getting worse. You feel tense whenever you see him at work and are starting to feel symptoms of stress (e.g. tension in the shoulders). As you have had a very busy few weeks, you are feeling tired and find that you are not enjoying your job as much as usual.
As you consider how to resolve this problem, you also need to comply with the Communications Policy of the Greenfields City Council (located in Appendix C: Greenfields Council Communications Policy).
1. Describe four problems and communication barriers between you and Justin. (approx. 70-80 words)
2. Describe three factors that might have contributed to the development of the communication barrier between you and Justin (e.g. high emotions, mistrust, misunderstandings). (approx. 20-50 words)
3. Describe three strategies you could use to defuse the conflict between you and Justin. (approx. 60-150 words)
4. List (in bullet point form) six strategies for interpersonal communication that could be implemented in this situation.
5. Which parts of the Greenfields City Council’s Communications Policy is relevant to this situation and how would you apply it to resolving the problem? (approx. 20-50 words)
Appendix A: Character profiles
Client 2 Name: Terrence MAYNARD
Age: 15 years
Where they live (city, suburb, region)
Dwelling type (house, apartment, residential village, group home) • Terrence lives in Melbourne, in a 3-bedroom home, in the western suburbs. The home has special modifications in the converted garage for his bedroom and bathroom.
• Terrence receives individual support from CareShore Community Services. He receives support for activities of daily living, shopping, recreational activities and social needs. He also receives four hours per week support for schoolwork on top of his school attendance.
Who do they live with? • Terrence lives with his Aunty June and Uncle Jack and his cousin, Sandy (also 15 years). His mum, Tanya, lives in far western Victoria with the rest of the family (Terrence’s father Leslie and three siblings, Lana 4, Michaela 7 and Danny 10 years. Terrence lives with Aunty and Uncle due to his need for medical care and access to schools.
Do they work? Go to school? • Terrence attends school for four hours, two days a week at a special ed school for kids with learning and physical disabilities. His teacher is Miss Pru and his best friend is Desley (who likes cooking, too).
What are their interests? • Terrence loves cooking and loves following all the cooking shows on TV. He dreams he can be a chef like Heston and create weird and wonderful foods that people will be nervous about eating. Desley plays bridge three times a week but Jeremy detests it.
• Terrence likes TV and gets cranky when he can’t watch it all the time.
• He likes cats and dogs.
• He hates fish and birds as they have to be locked in tanks or in cages so they remind him of how he feels.
• Terrence likes computer games but finds them hard to play and this frustrates him.
• Terrence is really interested in his Indigenous heritage and the country he came from. He does not get much opportunity to hear the old stories but Aunty and Uncle try to keep him connected.
• Terrence likes junk food like pizza and hamburgers.
What are their issues? • Terrence had a traumatic brain injury at birth.
• He has cerebral palsy, is wheelchair-bound.
• Terrence finds it difficult to co-ordinate his movements.
• He has a learning disability and uses a communication device to talk to others.
• Terrence requires full assistance with all activities of daily living.
• Terrence is struggling with his emerging manhood and finds it difficult to express himself sexually in appropriate ways.
A little about their health status? • He requires intensive therapy to prevent the progression of contractures in his limbs.
• Terrence is prone to frequent chest infections.
Any relevant cultural information? • Terrence is Indigenous.
• He lives with Aunty and Uncle who parent him although he maintains close ties to his family who live in the country.
• He has frequent visits from the extended family.
Do they speak English? • He has a learning disability and uses a communication device to talk to others.
• Terrence does not speak his Indigenous language.
Special needs? • Terrence is wheelchair-bound.
• He requires assistance for all activities and tasks of daily living.
• He uses a communication device.
Do they have transport? • Terrence requires a wheelchair taxi to get to places. Aunty and Uncle do not have a suitable van to transport him.
Client 3 Name: Michelle TOWNSEND
Age: 44 years
Where they live (city, suburb, region)
Dwelling type (house, apartment, residential village, group home) • Michelle lives in Melbourne in a 2-bedroom townhouse in the inner suburbs. Her sister, Danielle, lives in another townhouse in the same development.
• Michelle receives individual care and support from support workers at CareShore Community Services. They visit twice daily, every day for varying periods to support with daily hygiene, dressings, medications, meal prep and shopping, housework and social activity.
Who do they live with? • Michelle lives alone.
Do they work? Go to school? • Michelle receives a disability allowance as she is unable to work.
• Sometimes she volunteers at the local Red Cross shop out the back, sorting clothes.
What are their interests? • Michelle loves cats and has two cats in the townhouse.
• Michelle likes sewing and working with bright-coloured fabrics. She has a sewing machine.
• Michelle has dinner three times a week with her sister Danielle, and Danielle calls in and says ‘hello’ each day when she comes home from work.
• Danielle likes movies about nature and historical stories.
• She likes country and western ballad music.
• Michelle was married to Patrick for six months when she was 20, but the marriage dissolved and Patrick got a divorce. She does not keep contact with him. They had no children. Michelle is sad she has no children, but is afraid of them when they make a lot of noise.
What are their issues? • Michelle has schizophrenia. She dislikes changes to her routine and is mistrusting of strangers.
• Michelle cannot manage her own medications and she requires assistance with wound dressings, meals, bathing and cleaning the house.
• Michelle does not have any current social activities and rarely goes out of the townhouse. She also has agoraphobia.
• Sometimes Michelle hears voices telling her she is useless and pitiful, this makes her very sad. These voices tell her to hurt herself.
A little about their health status? • Michelle has a number of chronic wounds from where she has cut herself and then used a knitting needle on the wound.
• Michelle has multiple medications for her mental health conditions, including antipsychotics and antidepressants.
• Michelle has chronic back pain.
Any relevant cultural information? • Michelle is from a Greek Cultural background. Her family has been in Australia since before she was born.
• Her mother is deceased and she is estranged from her father and brother. She has frequent contact with Danielle.
• Michelle wonders about the Greek lifestyle and likes to tell people she is Greek, but she has no real idea what that means.
Do they speak English? • Michelle speaks English.
Special needs? • As noted above.
Do they have transport? • Michelle does not have transport and does not venture out of the townhouse alone.
Appendix B: Style Guide for CareShore Community Services
The purpose of this Style Guide is to ensure that all staff employed at CareShore Community Services use a consistent and professional approach in all written communication with internal and external stakeholders.
The topics are listed in alphabetical order.
Commonly used (or industry-specific) phrases are abbreviated after first mentioning the phrase/term in full, with the abbreviation or acronym in parenthesis immediately following. Thereafter, reference to the term throughout the text uses the abbreviation/acronym. For example:
Most organisations store the asset register as a spreadsheet or in an Asset Management System (AMS). Depending on your organisation, the AMS …
The following states and territories are spelt out the first time, then abbreviated:
New South Wales/NSW
ACT is ACT at every reference. Queensland becomes Qld and Tasmania, Tas.
Other standard abbreviations are:
With the exception of certain marketing material and logos, CareShore Community Services prefers to spell the word and rather than use an ampersand, for example:
Department of Sport and Recreation
Department of Sport & Recreation
Use an apostrophe to indicate possession; for example, the organisation’s goal.
An apostrophe is also used in a contraction; for example, it’s (it is), don’t (do not), they’re (they are).
The correct format is: date-month-year; for example, 14 November 2017.
For emails, sign off with either ‘Regards’ or ‘Kind regards’.
Emails must be written in Arial Font, size 11.
This is the required format for your email signature:
Name (your full name)
Role (your job title)
CareShore Community Services
PO Box 355, SOUTH COVE WA 6005
Ph: (your direct line)
Email: (your email address)
All letters to external stakeholders must be printed on CareShore Community Services letterhead.
The style of a letter is reflected by the greeting (salutation) used; for example:
• if the greeting is Dear Sir/Madam close with Yours faithfully
• if the greeting is Dear Mr Smith close with Yours sincerely
A generous space should be left for the appropriate person to sign their name. The signature line should appear directly under the space for the signature. The signature line should include the name of the person signing the letter and their position.
Use A4 paper with margins as follows:
• left margin, right margin 2.54 cm
• top margin, bottom margin 2.54 cm
For written documents longer than one page, page numbers must be included in the footer and centred.
Spelling and terminology
CareShore Community Services uses Australian spelling according to the Macquarie Dictionary.
Preferred spelling for frequently used words that have alternatives, such as those with or without hyphens or -ise/-ize ending are:
• cash flow
• counselling (not counseling)
• internet (not Internet or World Wide Web)
• judgment (not judgement)
When writing about times, use the style: 2.30 pm, 10 am.
Use language that is inclusive and non-discriminatory. Use a friendly, clear style.
Appendix C: Greenfields Council Communications Policy
Greenfields Council is committed to a productive and open work environment that operates efficiently and effectively. We believe clear, respectful and accurate communication originating between management and employees and extending to our relationships with suppliers and customers is the key to this success. This policy provides the framework for good communication within the work environment and all external dealings. This policy, along with Greenfields Council Bullying, harassment and discrimination policy, is mandatory for all staff.
Greenfields Council will:
• ensure that all staff members are fully informed of all relevant activities, policies, plans and schedules that may impact their everyday work, enabling all staff to be as effective as possible in their roles
• ensure that all staff members are made aware of any developments or changes relating to strategy and business plans/operations that may affect the daily operations of the business
• ensure all staff members are aware of their responsibilities to develop and maintain good communication practices
• update as necessary tactics and procedures for communicating with staff, customers and suppliers
• provide a forum for staff feedback, discussion and communication
• enforce workplace communication practices that are free of bullying, harassment and discrimination
• respect privacy and confidentiality in its communications.
Greenfields Council will:
• endeavour to be as clear and precise as possible in its communications
• encourage and use a range of communication formats including, but not limited to:
o phone calls
o team meetings
o management meetings
o staff intranet
o monthly newsletters
o monthly all staff meetings
o business functions
o social media
o notice boards
• provide a comprehensive induction process for all new staff members
• conduct a staff development process with each staff member at the end of each financial year
• provide up-to-date, relevant information to staff
• brief staff members and volunteers at staff meetings on management and board decisions.
Greenfields Council expects all staff members to:
• communicate clearly and concisely in all internal and external dealings
• treat all colleagues, suppliers and customers with respect
• respect privacy and confidentiality of others
• keep all communications free of bullying, harassment and discrimination
• partake in all staff communication forums as appropriate
• use the communication resources available to keep colleagues and management informed and up-to-date on progress of tasks, schedules and goals
• communicate clearly with management on problems as they arise
• communicate clearly with management on personal development, goals and KPIs.
Electronic communication systems
Staff must be mindful of the following when engaging with Greenfields Council electronic communication systems:
• unencrypted emails are not secure, therefore private and confidential information (particularly names, addresses and credit card or bank account details) should not be included in email content
• emails can be forwarded, distributed and edited without the sender’s knowledge
• emails that may have been erased are retained by the system for a period of time
• only the Greenfields Council email system (via Outlook) must be used to send work-related emails. Private email accounts, Facebook and other social media or chat systems are not appropriate forms of communication for work matters
• staff members may not use their Greenfields Council email address to create any social media or eCommerce account unless relative to their role and approved by a manager
• sending or downloading materials that include images or language which is abusive, obscene or otherwise inappropriate is strictly prohibited
• Greenfields Council systems must not be used for obtaining, receiving or distributing sexually explicit or pornographic material
• Greenfields Council systems must not be used to promote personal or political views, opinions or causes
• Greenfields Council systems must not be used for personal or commercial gain
• transmitting or posting non-public corporate information about Greenfields Council is strictly prohibited
• Greenfields Council enforces copyright law in all its communication
• logins, passwords and other online security features are the responsibility of each staff member
• the safety and security of Greenfields Council hardware (e.g. mobile phones, laptops) is the responsibility of each staff member
• downloading software is strictly prohibited unless instructed by Greenfields Council IT department
• communications surveillance may be conducted by Greenfields Council management team at any time.
Madeline Wright, CEO March 2017
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Name and position Signature Date
You must complete and submit the following.
Part A: Case Study
Answers to questions 1-6 0
Part B: Case Study
Answers to questions 1-5 0