CHCCOM005 Unit Assessment Pack - Case Studies and Communication Strategies

This assessment pack is for CHCCOM005 unit and includes a cover sheet, Unit Skill Test (UST) - Case Studies, and communication strategies. The UST includes five case studies and written questions to evaluate communication skills and abilities. The case studies include Lorraine, Lora, Mohammad, and Norma. The communication strategies include overcoming language barriers, maintaining eye contact, and effective listening strategies.

1. Unit Assessment Pack (UAP) – Cover Sheet
Student and Trainer/Assessor Details
Student ID
Student name
Contact number
Email address
Trainer/Assessor name
Course and Unit Details
Course code
Course name
Unit code CHCCOM005
Unit name Communicate and work in health or community services
Assessment Submission Method
☐ By hand to
trainer/assessor
☐ By email to
trainer/assessor
☐ Online submission via Learning Management
System (LMS)
☐ By Australia Post to RTO ☐ Any other method
_________________________________
________________
(Please mention
here)
Student Declaration
• I certify that the work submitted for this assessment pack is my own. I have clearly
referenced any sources used in my submission. I understand that a false declaration is a
form of malpractice;
• I have kept a copy of this assessment pack and all relevant notes, attachments, and
reference material that I used in the production of the assessment pack;
• For the purposes of assessment, I give the trainer/assessor of this assessment the
permission to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of
this assessment to a checking service (which may retain a copy of the assessment
on its database for future plagiarism checking).
Student signature: ________________________________

Date: ____/_____/______________
2.
3.
Assessment Task 2 – Unit Skill Test (UST) -Case Studies
Assessment type
 Case Studies
Assessment task description
 This is the second unit assessment task you have to successfully complete to be deemed
competent in this unit of competency.
 Student is required to read five (5) case studies and answer the questions related to case
studies.
 You will receive your feedback within two weeks - you will be notified by your Assessor
when results are available.
Applicable conditions
• This assessment is untimed. Student must finish assessment task in his own time.
• Assessment is conducted as open book tests (this means that you can refer to your textbook
or other learner resources during the test).
• Electronic devices are allowed during this test.
• Outside materials are allowed.
• You must complete the task with your trainer and other classmates.
• You will be assessed independently on this assessment task.
• No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your practical
skills, techniques and knowledge to your assessor.
• Assessor may ask you relevant questions during this assessment task.
Resubmissions and reattempts
• Where a student’s answers are deemed not satisfactory after the first attempt a
resubmission attempt will be allowed.
• You must speak to your Assessor if you have any difficulty in completing this task and require
reasonable adjustments (e.g. can be given as an oral assessment)
Location
• This assessment task may be completed in a classroom, learning management system (i.e.
Moodle), workplace, or independent learning environment.
• Your assessor will provide you further information regarding the location of completing this
assessment task.
How your assessor will assess your work?
 This assessment task requires the student to attempt five (5) case studies followed by
written questions
 Answers must demonstrate the student’s understanding and skills of the unit.

Purpose of the assessment task:
This assessment task is designed to evaluate following skills and abilities to:
 Communicate effectively with people
 Collaborate with colleagues
 Address constraints to communication
 Report problems to supervisor
 Complete workplace correspondence and documentation
 Contribute to continuous improvement
Instructions to Student
 Read the case study and answer the written questions.
 Attempt all the written questions followed by case studies.
 Answer must be provided in the space provided

Assessment task 2:
Case study 1: Lorraine
Lorraine is a 70 years old female belongs to the indigenous group of people of Australia. She used to
live in a remote community. She has a hearing impairment. Your supervisor explains that Lorraine's
previous caseworker was unable to engage her in the daily living activities. Your supervisor asks how
you might adapt your interview techniques to build a better relationship with Lorraine. Other
residents have complained that Lorraine is rude and often ignores them, and never looks them in the
face. They also say, she is dirty and they do not want to associate with her. You have checked all the
documentation related to Lorraine’s care and collaborated with her previous care worker to
understand what are the communication barriers and how you can overcome those.
Read the case studies below and answer the question that follows.
1. Write two (2) communication barriers exist in the given scenario.
Student response:
Communication barrier which arises on the given scenario are,
Physical barriers : Lorraine is having impairment in her listening ability due to which she is unable to
understand what is being said to her.
Psychological barriers :Due to have the age of 75 her behaviour is psychologically effected.
Assessor Feedback: Outcome:

S ☐ NYS ☐
2. Do you think Lorraine was rude to other residents? Yes/No
Provide your answer in 50 words.
Student response:
Lorraine was not rude to anyone, but she was unable to understand what other was saying as she had
impairments in listening. Due to which other would have found her frustrating and rude.
Assessor Feedback: Outcome:
S ☐ NYS ☐
3.List any three (3) strategies you would implement in terms of maintaining eye contact to facilitate
communication?
Student response:

For the establishment and maintaining of the eye contact it is important to follow the following strategies,
 Establishment of eye contact in the beginning of the conversation is considered to be effective.
 Utilisation of the 50/70 rule, which suggests that 50% eye contact must be maintained while
speaking and 70% eye contact must be maintained while listening.
 For switching from looking into the eyes to not looking into the eyes, this should be done slowing.
Assessor Feedback: Outcome:
S ☐ NYS ☐
4. Why is it necessary to read the documentation and speak with previous care-worker related to the
client, Lorraine? Write your response in 20-30 words.
Student response:
Referring with the previous care worker of Lorraine is important to understand the state of the client and
also understanding the issues she is facing. It helps in demonstrating the behavioural issues of the client.
Assessor Feedback: Outcome:
S ☐ NYS ☐

5.Mention any five (5) strategies to overcome the language barrier?
Student response:
Strategies for overcoming the language barrier are,
 Utilisation of easy language which is understandable by both the parties.
 Being respectful towards the individual is and their opinions.
 Utilisation of essential methods of communication.
 Repeating what has been said for making sure the person has understood.
 When there is greater difficulty in understanding of language a translation services must be used.
Assessor Feedback: Outcome:
S ☐ NYS ☐
Case study 2: Lora
Lora is a victim of domestic violence. She is 55 years old - Irish woman lives in her three-bedroom old
house. She has disseminated multiple sclerosis - a chronic progressive nervous disorder involving loss
of myelin sheath around certain nerve fibres.
You are working as a carer from Rosedale home care team. You are visiting Lora at her home for
initial assessment to provide services under HACC program.
While you were explaining her rights, you noticed, multiple disruptions. As her house is near a
construction site, loud noise was coming at regular intervals from extensive refurbishment and
modification of a nearby old building. Lora confided in to you that she does not feel safe near her
husband.
Her husband also interrupted you at few occasions and pushed you to complete your assessments as
soon as possible and leave their house. Their front wall was broken and people walking past can
look in, and each time there is a noise or other outside distraction the client loses concentration.
1. What are the three (3) external barriers mentioned in the above scenario?

Student response:
External barriers mentioned in the above scenario are,
Noise : The noise which is made by the construction going on nearby.
Surrounding people : Husband of Lora who is constantly trying to end the meeting.
Environment : The hole in the wall is causing the outsiders to listen to what is being said.
Assessor Feedback: Outcome:
S ☐ NYS ☐
2. What are five (5) strategies you may use for building good rapport with Lora?
Student response:
For developing a good rapport with Lora the following strategies needs to be used.
 Using the basics communication essentials.
 Sharing self experience so that she also shares her experiences with you.
 Empathising on her situation.
 Finding common ground helps in empathising.
 Showing her that you understand her issues.
Assessor Feedback: Outcome:

S ☐ NYS ☐
3.Do you think Lora is conveying message about her safety in the house? Yes/No
Student response:
No, Lora is not conveying message about her safety and the issues identified in the case scenario.
Assessor Feedback: Outcome:
S ☐ NYS ☐
4. Who would you notified about Lora’s safety issues in your team?
Student response:

The department of public safety and security (DPSS) is needed to be notified for the safety of Lora.
Assessor Feedback: Outcome:
S ☐ NYS ☐
5.Mention any three (3) effective listening strategies that can be implemented in the given scenario?
Student response:
Three effective listening strategies which can be implemented in the given scenario,
 Its very important to be attentive while listening to Lora.
 Listening to Lora and picturing the scenario explained can be very helpful.
 While listening it is very effective if the person speaking is not interrupted.
Assessor Feedback: Outcome:
S ☐ NYS ☐

Case study 3: Mohammad
Mohammad is a 65 years old man with a mild intellectual disability who receives care under HACC
program. Mohammad’s carer has gone on maternity leave and her newly assigned care-worker is
finding difficult to communicate with him. The carer jumps quickly from topic to topic, using
academic expressions and service jargon. Mohammad becomes upset and has trouble expressing his
thoughts to the new carer. The worker then tells him to take his time, she is here to help. She keeps
looking at the clock and checking her diary. Mohammad feels that he must be stupid and slow, and
his self-esteem plummets.
1. Mention any two (2) internal barriers based upon the above scenario.
Student response:
Internal barriers of communication are,
Thinking : In this scenario Mohammad is having negative thoughts as he thinks that he is stupid and slow.
This is causing an internal barrier of communication between Mohammad and others.
Attitude : The attitude of the care take of Mohammad is internal behaviours as her focus in on getting over
with her duty rather than helping him.
Assessor Feedback: Outcome:
S ☐ NYS ☐
2. List the three (3) strategies to overcome internal barriers during the conversation?
Student response:

For overcoming the internal barriers of conversation following strategies needs to be followed,
 Choosing the proper time for communicating with a person can overcome internal barriers.
 Utilisation of clear language which the person understands.
 Showing respect to the persons desires.
 Making sure that the person has understood what has been said.
Assessor Feedback: Outcome:
S ☐ NYS ☐
Case study 4: Norma
Norma is carer who works for Rosedale home care team. Rosedale home care team always follow
the standard policies and procedures related to client care. Norma has been working in the job from
15 years. She is always being very positive and well-respected team member. Norma is well known
for her quality work and being passionate about her client care.
Recently you have received complaint from the clients that Norma is being late for her work. She is
always rushing in the client care. She is always stressed and looking on her phone. She is neglecting
her client care. One of colleague reported that Norma is ignoring her duty of care towards the
clients. Norma is not interested in engaging in any conversation with the clients.
1. Mention any four (4) potential barriers effecting Norma’s behaviour in the given scenario.
Student response:

Four potential barriers Norma might be facing in the given scenario are,
Lack of appraisals : Norma not getting proper financial appraisal even after working for 15 years in the
organisation can be a barrier.
Emotional barrier : Certain emotional issues faced by Norma could be the barrier towards a performance.
Psychological barrier : Psychologically there could be factors which are affecting the mindset of Norma.
Lack of clarity : The lack of clarity to what is expected from the Norma can be an issue,
Assessor Feedback: Outcome:
S ☐ NYS ☐
2. Do you think Norma is ignoring her duty of care towards client’s care? Yes/No
Provide your response in 20-30 words.
Student response:
Yes, Norma is ignoring her duty of care towards the client's care. This is because she comes late to work, is
not communicating with the client and has complaints against her not providing proper care to the clients.
Assessor Feedback: Outcome:
S ☐ NYS ☐

3. Who needs to take action against Norma behaviour in the given scenario?
Student response:
The manager of Rosedale care needs to take appropriate actions against Norma. It helps them to understand
the issues which Norma is facing.
Assessor Feedback: Outcome:
S ☐ NYS ☐
4. As per case scenario, Norma behaviour is the breach of standard, policies and procedures of the
organisation? Yes/No
Student response:
Yes, this is breach of the standard, policies and procedures for the given scenario.
Assessor Feedback: Outcome:

S ☐ NYS ☐
5. What would be the best method to resolve the issue raised in the given scenario?
Student response:
The best method of resolving the issues in the given scenario would be to consulting with Norma regarding
the issues she must be having due to which she failed to fill fill her services.
Assessor Feedback: Outcome:
S ☐ NYS ☐
6. Complete the performance appraisal form for Norma.
Name of the employee: Norma Date: 21/08/21
Venue: Rosedale home care Name of the supervisor: Manager of Rosedale home care
Issues identified: Norma's focus was not on providing the
clients services of care
Overall appraisal comments: She has been working for 15
years but recently has shown poor performance and has failed

to maintain standards, policies and procedures.
Assessor Feedback: Outcome:
Case study 5: Michael
Michael, a personal care assistant, left a child in an undressed state in her room for 20 minutes after
giving her a shower. Michael was distracted by the giving out of Kris Kringle presents and lost track
of time she was away from the child. Her absence contravened both her duty of care and her job
description, which specified that she must never leave a child alone after showering and before they
were dressed. The client attempted to dress himself and had a nasty fall. Fortunately, there was no
permanent injury but the child sustained lacerations on the left limb. First Aid was provided and
dressing was applied. The child was needed to be reviewed by the doctor.
The child's family decided to take legal action for negligence but was advised by their solicitor that,
while there were grounds for establishing negligence, it was felt that the action would be
unsuccessful because the child had not been permanently injured.
1. Do you think personal care assistant has ignored her duty towards the child? Yes/No
Student response:
Yes the personal care assistant has ignored her duty because her focus was not on the safety of the child
was rather on her private matters.
Assessor Feedback: Outcome:

S ☐ NYS ☐
2. Who needs to act against personal care assistant’s behaviour in the given scenario?
Student response:
The personal care authority will be the one who will be taking action against the personal care assistant. The
organisation for which she is working is responsible the most.
Assessor Feedback: Outcome:
S ☐ NYS ☐
3. As per case scenario, personal care assistant’s behaviour is the breach of standard, policies and
procedures of the organisation? Yes/No
Student response:

Yes, it was the breach of the standards, procedures and policies for the personal care assistant as she failed
take care of the child and was focusing on something else.
Assessor Feedback: Outcome:
S ☐ NYS ☐
4. Complete the incident form based on the above scenario.
Incident Report form
Incident Reference No:
Personal Details (of the injured): First Name Surname:
Address: DOB Resident:
Male/Female:
The incident resulted in: Injury □ Accident □ Damage to environment/ property □
Near miss □ first aid □ Medical treatment □ Death □
Incident Details:
Date/ time:
Place of the incident:
Name of the person
reporting
Full details of the incident
In this scenario Michael who was allotted as the personal care assistant failed to do her duty successful as she
was focusing on her private matters during the care taking of a child. The child kid mildly injured due to her
lack of focus.

Description of the injuries:
Was first aid or further
treatment required?
Yes □
No □
Was the injured person
required hospitalization
Yes □
No □
NOK notified of the incident Yes □
No □
Were there any witness Yes □
No □
Witness Details:
Full Name:
Address:
Position:
Contact Details:
Follow up Plan Yes □
No □
Action Responsible team Time
framework
Outcome
Reporting person:
Name:
Position
Date/time:
Signature
Assessor Feedback: Outcome:
S ☐ NYS ☐

Assessment Result Sheet
CHCCOM005 Skills Test
Student and Trainer/Assessor Details
Unit code
Unit name
Outcome of Unit
Assessment Task (UAT)
Attempt:
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S) ☐ or Not Yet Satisfactory (NYS) ☐
Date: _______(day)/ _______(month)/ ____________(year)
Feedback to Student  Current attempt:
Trainer/Assessor Name
Trainer/Assessor
Declaration
I hold:
 Vocational competencies at least to the level being delivered
 Current relevant industry skills
 Current knowledge and skills in VET, and undertake
 Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s
submission. The assessment tasks were deemed current, sufficient,
valid and reliable. I declare that I have conducted a fair, valid, reliable,
and flexible assessment. I have provided feedback to the above-
named candidate.
Trainer/Assessor Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student
Management System on _________________ (insert date)
by (insert Name) __________________________________