E1144 Certificate III in Individual Support (Doc)

Student Name:NAVJOT KAUR GHUMAN
Student ID:E0877486
32469/04 Knowledge Test – Short Answer Questions
E1144
Certificate III in Individual
Support (Ageing, Home
and Community)
Module 2: Individualised
support, communication
and working legally &
ethically
This is assessment 4 of 4.
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.
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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?
Kylie and Maria had been found arguing in the staff room regarding
Kylie’s frequent absence from work. This created a conflict when Maria
began to shout on Kylie, making her recall the breach of duty that the
latter is showing by her behaviour. Although, Kylie stormed out of the
room saying that she is not answerable for her actions to anyone except
the manager, they were again found quarrelling in front of the residents
and their family members.
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
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You are working at an aged care facility such as CareShore.
You are approaching the staff room when you overhear Maria and Kylie, two staff
members,arguing loudly. Maria is unhappy with Kylie, as she is always takes long breaks, and
expresses her frustration by loudly voicing that Kylie is very irresponsible as an employee. She
says that taking such long breaks is breaching her duty of care towards the aged care clients
she supports.
Kylie storms out of the staff room and as she walks away she shouts that Maria is not her
manager and that she does not take any orders from her.
After some time, you come across Maria and Kylie engaged in another dispute, and this time
they are arguing in front of some CareShore residents and their families.
In line with CareShore policy, you are required to complete an incident report and then send
that incident report with a covering email to your Supervisor to report the problem and seek
help.

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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: a report regarding the incidence happened
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: a care supporter staff in CareShore.
Subject: unethical code of conduct in front of the residents of the care facility and breaching of duty
Sir,
I am (name), working as a care supporter in the esteemed CareShore. Few days ago I witnessed violation of code
of conduct as well as ethical codes in the esteemed organization. While approaching the staff room, I overheard
an argument between two staffs, Kylie and Maria. I could deduce from the little that I heard that Kylie often skips
her working hours by taking long breaks. This made Maria frustrated as she considered it as an irresponsible act.
She began shouting on Kylie, explaining the breach of conduct that is displayed by the latter’s actions. Further,
when Maria wanted to make her understand the importance of her work, Kylie was upset and stormed out of
the room complaining that it is the duty of the manager to talk about her performance as a carer. I again found
them quarrelling in front of the care receivers and their family.
I wish to discuss this event with you owing to my opinion that the dispute manifested direct violation of the
codes of conduct that is expected from healthcare staff. I feel that the incident is harmful for our profession as
well as our organization as our residents may feel that we donot not have appropriate collaboration and
understanding between the healthcare workers regarding delivery of high quality healthcare. It was my ethical
duty to report the situation. Your position as a supervisor can be effective in preventing such untoward incidents
as you might be able to discuss the problems with both the staff, individually and will be able to clarify their
misunderstandings and foster a healthy professional relationship. Your discretionary power as a supervisor also
gives you the right to take stringent actions, to ensure that such incident does not happen in future.
Thanking you
Your faithfully
Name
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.
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It was important to report the problem to the supervisor or the higher authority, as the incident was not only
happened in front of me, but our care receiver also witnessed it. It can create a negative image of our
organization. Therefore, the incident was important to report to the organization’s higher authority.
D: Did Kyle and Maria breach any legal or ethical responsibilities? Explain your answer. (50-100 words)
Kylie and Maria both were indulged in this ethical breaching. Maria did right thing by letting Kylie inform that her
performance is not going to help the residents, as she takes long gaps in between providing care. However, she
could have informed her privately so that no resident could see his or her conflict. Breach of legal codes are
associated with the fact that healthcare workers are expected to work in collaboration with colleagues for
ensuring delivery of safe and compassionate healthcare and support. They are also responsible for
communicating in an effective way and upholding the dignity of the service users. A lack of adherence to these
codes of conduct was observed in the case. Hence, according to me, they both were equally guilty.
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.
It is necessary because, the conflicts can lead to bigger consequences later.
Therefore, if the supervisor knows the situation, he or she will be able to make
both of them understand the importance of ethical conduct at workplace and
hopefully such incidence will never happen again in future.
Refer issues impacting on
employee or client rights and
responsibilities to your
Supervisor.
It is important because, the resident may create a perception that there is no
coordination between the care providers in this organization. This perception
may lead to decrease in the number of residents that come to take quality service
in CareShore.
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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 It is essential as his role as a supervisor entitles him to pay
attention to all issues and concerns that arise in the healthcare
setting. Listening to requests will enable in an easy exchange of
information and he will be able to identify challenges in the
organization.
Clarifying meaning Clarifying any meaning is needed as that will help Daniel
understand the issue appropriately and will remove chances iof
misinterpreting information. It will also facilitate accurate
decision making in this context.
Responding appropriately An appropriate response will provide the assurance that the
administrators of the care centre are equally concerned about its
functioning and are ready to take all possible measures for
avoiding conflicts between their employees, with the primary aim
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of delivering holistic care to the residents.
Exchanges information in a timely
manner
It will improve communication between and will create provisions
for early identification of issues that can lead to conflicts. A quick
information exchange will reinforce trust on Daniel and will
establish the fact that the organisation is active in taking
immediate actions against any such concern. A delay in exchange
of information may worsen the situation.
Respects confidentiality procedures This forms the basis of the codes of conduct and will emphasise
on the fact that all information about the carers and service users
are protected in accordance with the legislation.
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 will use a memo for communication as it will call attention to the major issue that occurred in the
organisation and will update all the staff on the stand of the administration on the conflict. Further, using a memo
will enable Daniel to provide solutions to the staff on the dispute that occurred within the care setting.
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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 Use their name and greet them to show a sense of warmth before beginning the conversation
Verbal Resist arguing with the colleague
Non-verbal Maintain an upright posture and keep steady eye contact during the conflict.
Non-verbal Display an interest to hear the concern and thoughts of the colleague and nod in agreement to
show interest
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)
Nonverbal behaviour often helps in resolving conflicts as the facial expression or body posture such as crossing
arms over chest or gestures such as, rapid hand movements, and intensity and tone of voice will help people to
understand what the other person is trying to communicate. A calm voice, nodding of the head, eye contact and
comforting touch will assuage the situation before it gets escalated.
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) I will first try to divert the topic they are arguing on and then I will try to understand both of their problems
regarding the situation.
2)
If they disagree to pacify the situation, I would prefer to take them separately to another room to discuss the
situation and find solution of the conflict
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.
Incorrect grammar can change the inner meaning
of the sentence therefore; people cannot
understand what has been said.
Speed If people speak too slowly, the listener
may get frustrated and not listen
attentively.
If people speak in speed people will not be able to
understand what has been said.
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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.
If someone cannot pronounce properly, the
people listening to him or her will not be able to
evaluate what is being said.
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) rolling their eyes Control your expression while speaking to each other.
2) crossing their arms Once you're calm, express your anger.
3) Walking away when the
other is speaking.
Take a timeout, analyse the situation and then start the conversation again after a
while.
4) pointing fingers to each
other
Try to control your gestures, as it is not acceptable to talk in such manner.
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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
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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.
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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.
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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 studentfails 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 studentfails 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 studentfails 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
The student fails to:
- correctly identify four new (not the
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already given) and distinct barriers, or
constraints, to effective communication,
and
- adequately describe an appropriate
strategy, method or technique to help
resolve each identified barrier or
constraint.
ones already given) and / or distinct
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 Appropriate referencing conventions are used.
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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