CHCCCS020 Respond Effectively to Behaviours of Concern Assessment

This assignment solution for CHCCCS020, 'Respond Effectively to Behaviours of Concern,' addresses a scenario involving difficult behavior in a healthcare setting. The solution covers various aspects, including strategies for managing aggressive individuals, appropriate responses to verbal abuse, and steps to ensure workplace safety. It also includes an incident reporting form and references relevant academic literature. The student analyzes Rhonda's body language and suggests alternative approaches for de-escalating conflict. Furthermore, the assignment details post-incident actions, such as providing support to affected staff and implementing preventative measures to avoid future occurrences. It is a comprehensive guide to understanding and managing challenging behaviors within a professional environment.

Cert 3 in sterilisation services
CHCCCS020

Table of Contents
Question 1:.......................................................................................................................................3
Question 2:.......................................................................................................................................3
Question 3:.......................................................................................................................................3
Question 4:.......................................................................................................................................3
Question 5:.......................................................................................................................................4
Question 6:.......................................................................................................................................4
Question 7:.......................................................................................................................................4
Question 8:.......................................................................................................................................4
Question 9:.......................................................................................................................................6
Question 10......................................................................................................................................6
REFERENCES................................................................................................................................1

Question 1:
1. The human resource should train their employees as to what they should do in a situation
like described in the video. This will ensure that the employees will not have to tolerate
such type of action. It will help them to raise their voice against the problem faced by
them in the workplace and communicate to their line manager.
2. There should be a policy which regulates the harassment which takes place in the
organization. it will help the employees to feel safe in their workplace.
3. The human resource should provide appropriate security to their employees by
continuously monitoring the visitors action in the organization. this will ensure that the
staff members can work freely and can depend on the security department.
Question 2:
1. There should be a button which can be pressed when an employee is facing such
outcomes from the visitors. It will help them to not take violence action against the
person. The button should alert the security of the organization so that he can handle the
situation.
2. She can defend herself when the situation gets physical with the help of various things
which are there on the desk.
Question 3:
Rhonda’s body language is sort of irritated and not considering what Mick is saying. It
will only increase the anger level of Mick as he will feel like there is no respect for the issue
faced by him in the hospital. This will eventually increase the argument which is taking place
instead of reducing it down. She is expressing that she is not bothered by his words and does not
care about what he thinks and what he wants from her.
Question 4:
1. She can try to calm Mick down by trying to solve his issue politely. It will ensure that the
situation will not get out of control.

2. Rhonda should try to change her behaviour in front of Mick as it will only create more
problem for her. It is because it will fuel the anger of Mick.
3. Rhonda should try to call someone so that the situation will not get out of control.
Question 5:
Rhonda should call out Mick every time he is striking some verbal abuse to her. Also she
should try to calm him down by telling him that “she understands his problem and will ensure
that he will not face such problems. The calming statement will ensure that the situation can be
ignored and be in benefit.
Question 6:
1. Rhonda should show empathy towards Mick as it will help her to reduce his anger and
will help to overcome the situation.
2. She should maintain appropriate distance from him to avoid any sort of physical harm as
it will keep her safe.
3. She should not overreact to his comments as it will ensure that he will calm down after
some time.
Question 7:
1. Human Resource Manager
2. Reporting Manager
3. Manager of the Organization
4. The doctor which is mentioned in the Video.
Question 8:
a)
1. I will try to make conversation with him to ensure that he would calm down so that we
can explain the situation to him.

2. We can try to call the security person with the various methods privately to ensure the
situation can be diffused. It will help us to work peacefully.
3. We will try to give him the expression that we care about the things he is disclosing so
that he will not feel neglected.
b)
1. We can try to get her leave from the organization so that she could go and rest at her
home and someone will drop her to place.
2. She should be given some space so that she can relax and process the things to calm
down from the situation she is been through.
3. We will get her to take some test to ensure the damage is not more. as it will help us to
understand the depth of the cut which is received on the forehead. It will ensure that this
cut will not affect the working of her mind.
c)
1. The security guards should will ensure by continuously watching the footage so this type
of situation will not occur again. This is most important for the safety of the staff working
in the organization.
2. The staff will be extra alert and they will be provided techniques which will help them to
overcome this type of situation easily. They will be provided various sort of techniques
which will help them to come out of this situation.
3. The security will be alert as to what type of patients visit the hospitals so that they can
ensure that the situation will not occur again.
d)
They might need the assistance from the admin officers as it will help them to overcome the
situation and can work in peace at the office because if they are not able to work in the office it
might happen that they will not be able to work properly. This will affect their effectiveness in
the office as they are not working at peace in the organization. It will eventually affect the
working of the organization and its value in the market.

Question 9:
1. It will help the organization to ensure that this type of incident will not take place in the
future. it is because workplace environment is most important for the employees working
in the organization. this will eventually ensure the safety of the employees.
2. This will help the Human resources manager to teach the techniques which will be used
in such type of incident. As it is necessary for the employees of the organization to know
the manner they can protect themselves from such type of situation.
Question 10
Incident Reporting Form
Sharps injury Blood / body fluid splash Near miss / Assault
(Circle the one that most applies to the incident)
Abuse Other
Employee Name: Lucy Gallagher
Next of Kin (Name): Jenny Gallagher Relationship:
Mother
Contact No: 0412 812 274
Workplace Address where incident occurred: Suite 2/64 Plaza Dr, Happy Valley
Date: 24/03/2014 Time Injury/Near Miss Occurred:
Nature of Incident / Accident/Near Miss - Accident Part/s of body affected:
How
Incident /
Near Miss
Occurred:
Was there any 3rd party property damage?  Yes
No If so, was an insurance claim lodged?  Yes

No
Did the victim need hospital / professional care?
 Yes  No If so, who was the provider of this care? N/A

What first aid was provided?
Was it necessary to complete and submit a Workers Compensation form?  Yes
Was the casualty sent for a blood test?  Yes  No  N/A
SOURCE INFORMATION (for sharps injury or blood / body fluid splash)
Patient Name: Lucy Gallagher Contact Ph.
No:
0412 812 274
Has client consented to a blood test?  Yes  No
Results of blood test, if known.

REFERENCES
Books and journals
Harnois, C.E. and Bastos, J.L., 2018. Discrimination, harassment, and gendered health
inequalities: do perceptions of workplace mistreatment contribute to the gender gap in self-
reported health?. Journal of Health and Social Behavior. 59(2). pp.283-299.
Kinsley, K. and Pritchett, W., 2019. Verbal abuse and ambulatory care nurse safety. AAACN
Viewpoint. 41(5). pp.1-13.
Pariona‐Cabrera, P., Cavanagh, J. and Bartram, T., 2020. Workplace violence against nurses in
health care and the role of human resource management: A systematic review of the
literature. Journal of Advanced Nursing. 76(7). pp.1581-1593.
Yun, J.Y., Shim, G. and Jeong, B., 2019. Verbal abuse related to self-esteem damage and unjust
blame harms mental health and social interaction in college population. Scientific Reports. 9(1).
pp.1-13.
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