Certificate IV in Leisure and Health (Release 2) E1320 CHCCOM002 Use communication to build relationships

CHC43415 Certificate IV in Leisure and Health (Release 2)
E1320
CHCCOM002 Use communication to build relationships
Written assessment
Student name: XXXXXX
Student number: XXXXXX
Assessment number: 35139/02

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<insert student name & ID>
CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
Open Colleges
Page 2 of 21

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Competency details
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.
<insert student name & ID>
CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
Open Colleges
Page 3 of 21

Introduction
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.
<insert student name & ID>
CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
Open Colleges
Page 4 of 21

PART A: Providing information to clients
Read the following case study and then answer the questions.
CASE STUDY:
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)
Since Terrence is wheel chair bound and has learning disability, it will be necessary
to use bigger texts and bullet points while creating email for him. This will ensure that
writing is kept at minimum and he does not face any difficulty in understanding the
message.
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)
Michelle is a patient with schizophrenia and she can speak in English. So, email will be
written in English language and information will convey that all her cultural needs will be met
despite being replaced by other carer.
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).
<insert student name & ID>
CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
Open Colleges
Page 5 of 21

Name (your full name)
Role: Support worker
CareShore Community Services
PO Box 355, SOUTH COVE WA 6005
Ph: (your direct line)
Email: (your email address)
Dear Terrence,
Hope you are doing well. I wish to inform you that I will not be available for three weeks
from 1st March to 22nd March as I will be on annual leaves during that period. Though I
have been caring for you since the past four years, however I assure you that I have
arranged for a very good replacement who will fulfil your needs with as much sincerity as I
used to do.
The person who will take on my role during my annual leave is Mr. Anthea Davis, who is
one of the staffs working at CareShore Community Services. He has two years experience
in social care and he is known to have good relationship with other consumers at the
service. I hope you will have a good experience with him as I have given him all information
regarding your special interests which are as follows:
 Your interest in cats and dogs and your disliking for fish and birds
 He is aware about your interest in indigenous heritage
 He will use communication device to talk with you
 He will make wheelchair taxi available when you have to visit any place
 He will look after all your activities of daily living
Hope the above information will convince you that you that no convenience will be
experienced by you in my absence. He is approachable and you can contact him in case of
any problems or emergency needs. I expect that you respond well with him just as you used
to do with me.
Kind regards.
Yours sincerely
X (hypothetical)
25 November 2020
<insert student name & ID>
CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
Open Colleges
Page 6 of 21