Effective Communication: Defuse and Resolve Conflict

This assignment focuses on effective verbal communication strategies to defuse and resolve conflict situations within health or community services. Students are required to explain the role of given aspects in effective communication, identify four new barriers or constraints, describe appropriate resolution strategies, and adhere to legal and ethical guidelines.

1. Background/Overview
When you work for an aged care sector organisation, you may
encounter some workplace issues when you are required to
complete an incident report. In doing so, you must ensure your
communication is objective, accurate and concise.
You will also need to know how to communicate in the workplace
and follow your workplace procedures for any communication.
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 three (3) parts.
This assessment provides you with the opportunity to demonstrate
your knowledge of the following areas:
 Completing an incident report according to workplace
policies
 Write a workplace email
 Report conflict situations to a supervisor
 Principles of effective communication
There is an appendix at the end of the assessments, you will need to
refer to it to complete Part 1, question B and Part 2, question B.
Deliverables
Please submit this assessment
in Word doc format.
Note that word limits
appearing in column headings
apply to each individual cell in
the respective columns.
To do list:
1. Write your
name and student ID
in the space provided
at the top of this page.
2. Read the
background/overview and
brief sections of this
document.
3. Complete the 3 parts.
4. Write your answers in
the spaces provided.
5. Save the Word
document using the naming
convention: your student
number_assessment
number.doc. For example:
“12345678_31135_01.doc.”
6. Upload your document
in Open Space using the
relevant Assessment
Upload link in this Module.

3. Activities
Part 1.
Read the scenario:
A. Complete the Incident Report below. You only need to complete the ‘What happened?’ field. Remember to be
objective, accurate and concise in your account of events.
CareShore
Incident
Report
Particulars of
Incident
Incident Number 12345/67 Date 12 June
Location CareShore Name of person
reporting
incident
You
Supervisor name Daniel Jacobsen Nature of
incident
Employee conflict
Details of incident
What happened? CareShore
communication
protocol helps in
improving
communication system
with the help of
internal and external
communication
system. Various
methods are
introduced for internal
communication
system, such as email,
telephone. On the
other hand, external
methods are like fax,
letter and calling. The
time frame of the
system is not fixed, it
results into delayed
response of the issues
and problems cannot
be provided.
Therefore, it is
resulting into huge
issues. Along with this
employees are not
able to show their
agreement or
disagreement through
these methods. Along
with this
pronunciation,
grammar and speed is
another issue. They
2

are creating various
problems and conflicts
into the organisation.
Where did it
happen?
CareShore staff room
and later in front of
CareShore residents
Were there any
witnesses apart
from the incident
reporter?
Some CareShore
residents witnessed
the second incident

B. Now you have completed the incident report, you need to email your supervisor according to CareShore’s
communication protocols. Look at Appendix 1 at the end of the assessment.
Appendix 1 is a document pertaining to CareShore’s communication protocols. Read it carefully, then write an
appropriate email (100-200 words) to your supervisor.
Supervisor’s name: Daniel Jacobsen
What to include in the email:
1) The events you have witnessed
2) Why you wish to discuss the issues with Daniel, the Supervisor
3) Suggest what Daniel could do about the situation
Make sure you use clear, accurate and objective language when documenting events, and be careful to use
industry terminology correctly.
New Message _ x
To: [e-mail]
From:
Subject: About CareShore's communication protocol.
Respected supervisor,
CareShore's communication protocol is one of the effective communication channel. It is able to effectively
handle internal and external communication system. As the protocol is developed considering the culture of the
company therefore, it is flexible. However, all the communication methods are provided with different time
frame. Due to this issues and problems are not being considered on the basis of their priority. It is creating huge
impact on the working environment of the company and creating various related to employee conflicts. To
maintain effectiveness of the work, this issue should be considered seriously. While implementing these process,
one team should be considered for handling internal and external communication system. It helps in determining
the important issues and enable in taking quick actions.
Your sincerely
4

C: In this scenario, you identified early signs of potentially complicated or difficult situations, and reported them
according the CareShore’s procedures. Briefly explain why it was necessary to do this. (50-100 words).
On the basis of provided information of CareShore's communication protocol, various factors are
identified that are affecting communication process. It is resulting into serious issues into the organisation, such
as each method is provided with different time frame and lack of expression skills or pronunciation. Therefore, it
may impact on the performance of the employees. Hence, it is necessary to take step.
D: Did Kyle and Maria breach any legal or ethical responsibilities? Explain your answer. (50-100 words)
organisation provides certain set of instruction for maintaining morality into the workplace. Blaming,
conflicting, ect. are considered under ethical responsibilities. On the basis of above report it is determined that
Kyle and Maria are conflicting. They are not having proper communication with each other. Hence, it is inferred
that they have breached responsibilities.
E: Why is it necessary to :
o refer unresolved conflict situations to your supervisor? (50-100 words)
o refer issues impacting on employee or client rights and responsibilities to your supervisor? (50-100 words)
Complete the table:
Reporting to supervisor Why is this necessary?
Refer unresolved conflict
situations to your Supervisor.
Employees conflict is still one of the major issue of CareShore Communication
protocol. Along with this variable time frame is also creating issues for worker.
Refer issues impacting on
employee or client rights and
responsibilities to your
Supervisor.
These issues are creating huge impact on the environment of the workplace due
to performance of employees getting affected. Due to this they are not able to
get equal work opportunities. Quality of services is also getting affected, due to
which customers are not considering their services.

6

Part 2.
Daniel, your Supervisor, replies to your email a couple of hours later:
RE: Help with a staff issue
From: [e-mail]
To me
14.36 2 hours ago
Hi _______,
Firstly, thank you for your email. It’s important that as a team we all look out for each other, and I’m glad to see
you are looking out for Maria and Kylie as part of your team.
I understand your concerns, and I really value the suggestions you made. I will make arrangements to talk to
Maria and Kylie privately so we don’t breach any privacy or confidentiality issues.
A chat would be great, so pop by the office when you get a moment and we can discuss more.
Thanks again,
Daniel
A: Why is it important that Daniel does the following:
o listens to your requests
o clarifies any meaning he is unsure of
o responds to you appropriately
o exchanges information in a timely manner
o respects confidentiality procedures?
Complete the table.
Communicating effectively with people Why is this important? (20-50 words)
Listening to requests For understanding needs and demands listening is important.
Clarifying meaning To understand needs and demands meaning should be clear.
Responding appropriately All the doubt and queries should be handled carefully for
effective results.
Exchanges information in a timely
manner
Exchange of information done within time frame for maintaining
importance of information.
Respects confidentiality procedures It is important in order to maintain code of ethics of company.

B: Read CareShore’s communication protocols again in Appendix 1, and in your own words, explain why Daniel
will use a memo over another form of communication, to arrange the team discussion. (20-50 words)
Daniel is using memo instead of any other communication form because effectively conveys all the
policies that are changed through CareShore communication protocol. Through this methods they are able to hit
objective effectively. Along with this it acts as action request from employees.
8

Part 3.
A: Maria and Kylie are unable to communicate properly.
Suggest two (2) verbal and two (2) non-verbal communication methods that may help them to communicate in a
respectful and constructive way. An example has been provided for you:
Mode Communication method
(20-50 words)
Verbal Stop shouting. Talk in a calm and respectful tone.
Non-verbal Positive body language, for example, try to not talk with your arms crossed as
this sends an angry message.
Verbal Start conversation with greeting others.
Verbal Maintain suitable voice tone for better understanding .
Non-verbal Listen carefully what other is speaking.
Non-verbal Acknowledge their presence by smiling.
B: Identify and briefly describe one (1) instance, situation, or occasion when non-verbal communication would be
more appropriate than verbal communication. (50-100 words)
Non verbal communication is considered as more expressive in many situation, as it is mostly based on
the behaviours and intensity of individual. For instance if employees of the organisation is having conflict with
each other. In this situation, their nature will express about their nature, capability of handling situation, etc (11
tips to help improve your brand's communication strategy. 2017).
C: If you see Maria and Kylie arguing again, what communication skills could you use to defuse and help resolve
the conflict? Briefly describe two (2) methods you could use.
Communication methods to avoid, defuse and resolve conflict situations:
1) Firstly, by remaining calm and setting rules in order to resolve their issues.
2) By identifying their issue and providing effective solutions by negotiating them.

D: What role do grammar, speed and pronunciation play in effective verbal communication?
Aspects of verbal
communication
What role does this aspect play in effective verbal
communication?
Example Your answer
(20-50 words)
Grammar Bad, or incorrect, grammar may make it
hard for people to understand what is
being said.
Effective grammar increases the accuracy of
expression and save lots of time.
Speed If people speak too slowly, the listener
may get frustrated and not listen
attentively.
Slow and fast speed both affect the
communication. If speed is to high listener would
not be able to understand and if it is two people
get frustrated.
Pronunciation If someone has a very strong accent,
they may be difficult to understand; the
listener will need to show patience and
ask for clarification often.
It plays significant role, if pronunciation is not clear
listener would not be able to interpret properly
(11 tips to help improve your brand's
communication strategy. 2017).
E: Maria and Kylie have barriers, or constraints, to communicating effectively with each other. For example:
o shouting
o rolling their eyes
o crossing their arms
o walking away when the other is speaking.
Identify four (4) more constraints to effective communication and an appropriate communication strategy,
method or technique to help resolve the block or barrier.
An example has been provided for you.
Barrier, or constraint to
effective communication
Communication strategy, method or technique to help resolve the barrier (20-50
words)
Shouting Take a deep breath before speaking; keep your tone neutral and respectful; don’t
raise your voice.
1) Listening Listen others carefully, on the basis of that discussion present your view.
2) Pronunciation Always prefer word that you have clear pronunciation (Communication tools used in
modern days. 2017).
3) Tone Maintain tone at constant pitch, so that people can understand effectively.
4) Gestures Use proper gestures so that message can be convey clearly.
10

Appendix 1: CareShore’s communication protocols
CareShore Communication Protocols
Policy Communication systems enable the effective and efficient exchange of information.
Definitions Internal communication: an exchange of information which occurs within the organisation.
External communication: an exchange of information which occurs between the
organisation and external parties, such as community members, social services, GPs, etc.
Procedure
General CareShore has its own cultural communication protocols. The information provided below
should be used in accordance with the cultural and communication protocols of
CareShore.
Methods of communication
Internal
communication
Use the following communication methods:
 email (whenever possible to save time and to provide a written record which is dated.)
 telephone call (between individual employees, to discuss and negotiate. Confirm with
an email if necessary.)
 memorandum (to formally communicate information to other employees.)
 meeting (to inform and discuss issues and make decisions. Note that meetings can
be time-consuming and should only be held when communication by telephone, email
and memorandum cannot achieve the desired outcome. Also, every meeting should
have a clear agenda, and points raised for each agenda item should be noted and
shared as a formal document with all participants and relevant stakeholders.
Participants may discuss other matters under AOB – Any Other Business after the
main agenda has been covered. Points raised in this part of the meeting should also
be noted and shared.)
External
communication
Use the following communication methods:
 email (where time is an important issue.)
 telephone call (to discuss or negotiate. Confirm any decisions by email, fax or letter.)
 fax (where time is an important issue and email is not an option either because it is
not available or the information is in an unsuitable form for email.)
 letter (to formally communicate information, when time is not an issue.)
Responding to
communication
Generally, respond using the same method as the original communication (eg. if you
receive an email, reply by email).
Timeframes
Respond within the following timeframes wherever possible:
Email same day
Memos within three (3) working days of receipt
Fax same day
Letters within three (3) working days of receipt
Communication formats
 Use the CareShore Style Guide for specific presentation guidelines.
 The following general guidelines apply:
 Use courtesy titles (Mr, Ms, etc) in the inside address of external

correspondence. Use the addressee’s first name if the person is well-known to
you.
 Do not use courtesy titles in the close of external correspondence.
 Do not use courtesy titles in internal correspondence (memos and
emails).
 Letters should close with Yours sincerely if the addressee’s name is
shown in the inside address; Yours faithfully if the addressee’s name is not
shown in the inside address.
Inclusive language
 Comply with cultural protocols by using correct titles, e.g. Aunty, Uncle, Misses.
 Use non-sexist and non-racist language by:
 avoiding male-dominated terms. For example, use ‘chair’ or
‘chairperson’ instead of ‘chairman’.
 eliminating the unnecessary use of the person’s gender, e.g. ‘female
manager’
 avoiding the use of pronouns such as ‘he’ or ‘she’. Use ‘their’ instead of
‘his’ or ‘her’.
Signatures
The Manager is responsible for all organisational correspondence. The Manager may
authorise supervisors to sign standard letters in some circumstances.
12

4. Assessment Rubric
Below is a rubric that determines whether your answers and knowledge is satisfactory or unsatisfactory.
To be deemed satisfactory, and to pass the assessment, you must complete the requirements for the column that
is titled ‘satisfactory’.
It is advisable to read the rubric for the question you are answering to determine if you have fully answered the
question to the correct standard.
Criteria Satisfactory Not yet satisfactory
Part 1:
Question A
The student is able to correctly, objectively
and concisely recount details of the given
incident in the Incident Report form.
The student fails to correctly,
objectively and / or concisely recount
details of the given incident in the
Incident Report form.
Part 1:
Question B
The student is able to:
- state their workplace email address,
and
- write a clear, accurate and concise
subject line for their email,
and
- accurately, clearly and objectively
recount the events they have witnessed
(according to the given incident),
and
- explain fully and clearly why they wish to
discuss the issues with their Supervisor,
and
- suggest an appropriate action / actions
their Supervisor could take as a follow-up
to the incident,
and
- use industry terminology correctly in the
email,
and
- adhere to CareShore’s communication
protocols as given in Appendix 1.
The student fails to:
- state their workplace email address,
and / or
- write a clear, accurate and concise
subject line for their email,
and / or
- accurately, clearly and objectively
recount the events they have
witnessed (according to the given
incident),
and / or
- explain fully and clearly why they wish
to discuss the issues with their
Supervisor,
and / or
- suggest an appropriate action /
actions their Supervisor could take as a
follow-up to the incident,
and / or
- use industry terminology correctly in
the email,
and / or
- adhere to CareShore’s communication
protocols as given in Appendix 1.
Part 1:
Question C
The student is able to fully and clearly
explain why it was necessary, according to
CareShore’s procedures, to report to their
Supervisor the incident they witnessed.
The student fails to fully and /or clearly
explain why it was necessary, according
to CareShore’s procedures, to report to
their Supervisor the incident they
witnessed.

Part 1:
Question D
The student is able to:
- correctly determine if Kylie and Maria
breached any legal or ethical
responsibilities through their actions in the
given incident,
and
- explain fully and clearly the reason /
reasons behind their answer.
The student fails to:
- correctly determine if Kylie and Maria
breached any legal or ethical
responsibilities through their actions in
the given incident,
and / or
- explain fully and / or clearly the
reason / reasons behind their answer.
Part 1:
Question E
The student is able to explain fully and
clearly why each given action is necessary.
The student fails to explain fully and /
or clearly why each given action is
necessary.
Part 2:
Question A
The student is able to explain fully and
clearly why it is important for their
Supervisor, Daniel to perform each of the
given actions under effective
communication protocols.
The student fails to explain fully and /
or clearly why it is important for their
Supervisor, Daniel to perform each of
the given actions under effective
communication protocols.
Part 2:
Question B
The student is able to fully, clearly and
accurately paraphrase the CareShore
communication protocol (in Appendix 1)
warranting the use of a memo by their
Supervisor to arrange the team discussion.
The student fails to fully, clearly and /
or accurately paraphrase the CareShore
communication protocol (in Appendix
1) warranting the use of a memo by
their Supervisor to arrange the team
discussion.
Part 3:
Question A
The student is able to identify two
appropriate verbal and non-verbal
communication methods that could help
Maria and Kylie communicate in a
respectful and constructive way.
The student fails to identify two
appropriate verbal and / or non-verbal
communication methods that could
help Maria and Kylie communicate in a
respectful and constructive way.
Part 3:
Question B
The student is able to correctly identify
and adequately describe one instance,
situation or occasion when non-verbal
communication would be more
appropriate than verbal communication.
The student fails to correctly identify
and / or adequately describe one
instance, situation or occasion when
non-verbal communication would be
more appropriate than verbal
communication.
Part 3:
Question C
The student is able to correctly identify
and adequately describe two distinct
communication methods that they could
use to avoid, defuse and resolve conflict
situations.
The student fails to correctly identify
and / or adequately describe two
distinct communication methods that
they could use to avoid, defuse and
resolve conflict situations.
Part 3:
Question D
The student is able to explain fully and
clearly the role each given aspect plays in
effective verbal communication.
The student fails to explain fully and /
or clearly the role each given aspect
plays in effective verbal
communication.
Part 3:
Question E
The student is able to:
- correctly identify four new (not the ones
already given) and distinct barriers, or
The student fails to:
- correctly identify four new (not the
ones already given) and / or distinct
14

constraints, to effective communication,
and
- adequately describe an appropriate
strategy, method or technique to help
resolve each identified barrier or
constraint.
barriers, or constraints, to effective
communication,
and / or
- adequately describe an appropriate
strategy, method or technique to help
resolve each identified barrier or
constraint.
Overall assessment requirements
Word counts As per tasks
Plagiarism All the student’s work is original and sourced
where appropriate.
Referencing 11 tips to help improve your brand's
communication strategy. 2017.
[Online]. Available through:
<https://blog.hubspot.com/marketi
ng/brand-communication-strategy>.
[Accessed on 10th August 2017].
Communication tools used in modern
days. 2017. [Online]. Available
through:
<https://www.elcomcms.com/resou
rces/blog/communication-tools-
used-in-modern-day-business>.
[Accessed on 10th August 2017].
5. Units of Competency
This assessment meets the following units of competency:
CHCCCS015 Provide individualised support
CHCCOM005 Communicate and work in health or community services
CHCLEG001 Work legally and ethically
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