Open Colleges CHC43415: CHCCOM002 Use Communication Assessment

This assignment solution addresses the CHCCOM002 unit, focusing on using communication to build relationships within a leisure and health context. The assessment is divided into two parts: Part A involves crafting emails to clients with differing communication needs, demonstrating a person-centered approach and adherence to organizational style guides. The case study requires the student to write emails to two clients, one with a learning disability and the other with schizophrenia, adapting communication to meet their individual needs. Part B focuses on resolving workplace conflicts, using a case study involving a recreation team to analyze communication breakdowns and suggest strategies for conflict resolution. The assignment also includes questions on digital media strategies for notifying others of leave and the importance of style guides in written communication. The solution showcases the application of communication techniques, conflict resolution, and professional writing skills in a practical, workplace-relevant scenario.

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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CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
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Instructions to the learner
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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.
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Assessment 35139/02
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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.
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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).
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CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
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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
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4. Write the email to Michelle, showing you can address her 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).
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 Michelle,
This is to inform you that I will not be available for three weeks from 1st March to 22nd March
as I will be going on my annual leaves. There is no need for you to panic as we have
arranged for a very competent staff, Mr. Anthea Davis, who will replace me and take on all
my job responsibilities. I am aware that you do not like changes in routine. However, I would
like to ensure that this change will cause no convenience to you as I have taken utmost care
to explain him about your needs and interests.
Mr. Anthea Davis has good reputation in the organization as he is compassionate and
responsive to all client needs. You will keep receiving all assistance in medication, wound
dressings and daily care needs.
I expect that you will provide positive response while under his care. You can feel free to
contact other staffs at CareShore Care Service if you feel any of your rights or care needs
has been violated during this period. We are committed to provide continued care to you and
your well-being is our top most priority.
Kind regards.
Yours sincerely
X (hypothetical)
25 February 2020
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Assessment 35139/02
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5. Provide one reason why it is important to refer to style guides or communication
protocols when using written communication such as emails, letters or reports.
Referring to style guide is important while using written communications such as emails,
letters or reports because it helps in following the standard format or protocol for written
communication. It provided credibility to the information as it ensures that professional
approach to written communication with all stakeholders are followed. Such style guide
reduces the chances of miscommunication and promotes consistency in all types of written
communication between key stakeholders in any organization. Style guide is effective in
saving time while writing the email as all required format and signposting is already
available.
6. What digital media strategies could you use to notify other people (both internal and
external) about your upcoming leave?
External social media platforms like LinkedIn and Facebook can be used to notify other
people about upcoming leaves. A small post giving information about the upcoming leave
and duration will be enough to reach out to all target people. The post will mainly inform
about the effective date when the leave will start. The internal media strategy will be to use
intranet sources like company newsletter and broadcast, emails and intranet to disclose the
leave date. The focus will be to announce the duration, purpose of leave and the replaced
person who is going to take on all responsibility (Darics, 2016).
PART B: Resolving conflict
Read the following case study and then answer the questions.
CASE STUDY
You work as a Recreation Officer at Greenfields City Council and report to the Senior Recreation
Manager, Susie Rodriguez. There are three other Recreation Officers on the team, all reporting to
Suzie. They are Mandy Lim, Mike Nguyen and Justin Martin. You have worked on the team for the
last three years and in that time, you have worked closely with Mandy and Mike. Justin joined the
team only six months ago.
The whole team is responsible for running a program of events and activities to support the Council’s
recreation strategy. The aim is to establish the local government area as a place with diverse leisure
and recreation opportunities that enhance the quality of life for residents, workers and visitors.
Many of the events which you and your team organise are held in the evenings or on weekends.
When you work on an event with Mandy and Mike, things seem to run smoothly. But in the last few
months, working with Justin has proved more difficult. As he is a new member of the team and still
learning how things work, you expected him to seek more direction from you. Instead, he likes to do
things his way and makes decisions on his own. Sometimes, you find he has done something without
discussing it with you first. You think you deserve more respect as a long-standing member of the
team.
In the last two weeks, you have noticed Justin avoiding you even more. He avoids eye contact with
you and puts his hands on his hips when talking to you. One day, you overhear him complaining to
Mike about how much weekend work he has had to do since starting. You hear him say, ‘Certain
members of this team seem to get away with hardly any weekend work’. You suspect he may be
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CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
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talking about you because in the last few weeks, you’ve had to attend family events (e.g. birthdays,
anniversaries) and could not attend work events. While your manager, Susie, approved this
arrangement, you feel misunderstood by the rest of the team.
You are concerned that the communication problem between you and Justin is getting worse. You
feel tense whenever you see him at work and are starting to feel symptoms of stress (e.g. tension in
the shoulders). As you have had a very busy few weeks, you are feeling tired and find that you are not
enjoying your job as much as usual.
As you consider how to resolve this problem, you also need to comply with the Communications
Policy of the Greenfields City Council (located in Appendix C: Greenfields Council
Communications Policy).
1. Describe four problems and communication barriers between you and Justin.
(approx. 70-80 words)
Four communication barriers between me and Justin are as follows:
 gap in experience
 gap in knowledge about standard work process between Justin and me
 Differences in expectations related to extent of work, key job responsibilities and
workload
 Difference in communication style leading to poor sharing of work updates and no
coordination during care
2. Describe three factors that might have contributed to the development of the
communication barrier between you and Justin (e.g. high emotions, mistrust,
misunderstandings). (approx. 20-50 words)
Three factors responsible for communication barrier between Justin and me include lack
of trust and respect, misunderstandings about each other’s ability and goal differences.
3. Describe three strategies you could use to defuse the conflict between you and
Justin. (approx. 60-150 words)
The following strategy can be used to defuse conflict with Justin:
 Firstly, I will change my attitude and try to be positive about the situation and
things that the issue could be managed
 I will change my communication style and instead of expecting Justin to come to
me, I will engage in respectful communication with him. I will use this opportunity
to clarify misunderstandings and explain him about the importance of coordinated
team work.
 I will try to use a calm approach instead of overreacting about Justin’s style of
work. If Justin does not respond well, I will give him space and try to talk with him
some other time ( Ellis and Toney-Butler 2019).
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CHC43415 Certificate IV in Leisure and Health
Assessment 35139/02
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4. List (in bullet point form) six strategies for interpersonal communication that could be
implemented in this situation.
The following six intrapersonal communication strategies can be
implemented to prevent conflict between employees:
1. Reflection: This strategy involve recalled the situation of conflict and assessing
what was done right and what was wrong during the situation. This will help to get
good idea about inappropriate actions taken in the past and rectifying those
behavior in the future.
2. Self-discipline: It is a strategy to resist impulses, avoid giving reactions in
situations of conflict and maintaining focus on things that are most important. This
strategy supports worker to have strong sense of control. It enables workers to
pay full attention to the task at hand.
3. Visualization: This is an intrapersonal communication strategy that involves
thinking about ways any complex situation could be improved in the future. In
case of conflict between Justin and me, this technique can be used to plan
communication styles that will help to make communication more peaceful and
calmer with Justin. This will help to achieve positive outlook towards job and work
again
4. Self-talk: The next strategy is to listen to one’s internal dialogues by engaging in
meditation. This involve focussing on positive thought pattern instead of negative
thought patterns
5. Motivation: Motivation is one of the key to improve situations again despite
adversities. Workplace conflict can be avoided using this strategy by looking at
positive aspects of job and work. Thus, instead of developing feelings of fear and
anxiety, focussing on positive impact of improving relationship with Justin will be
necessary. This will help to increase internal motivation level
6. Writing journal or diaries: This is an effective communication strategy to express
one’s thought and avoid the negative effect of workplace conflict on mental health
(Dunn and Goodnight 2016)
5. Which parts of the Greenfields City Council’s Communications Policy is relevant to
this situation and how would you apply it to resolving the problem? (approx. 20-50
words)
The above situation of conflict between two colleagues is linked to the following
GreenFields City Council’s Communications Policy:
 All staffs must be aware of their responsibilities to develop and maintain good
communication practices
 Enforce communication practices that are free of bullying, harassment and
discrimination
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The above policy will be applied to improve communication style with Justin. I
will try to respect him and develop the sensitivity that his expectation is
different because of his limited knowledge of work process. I will try to clear
talk with Justin regarding issues and if conflict is not resolved even then, then
I will seek management help to decide about the best course of action during
the situation.
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References:
Bremner, S., 2017. Workplace writing: Beyond the text. Routledge.
Darics, E., 2016. Digital media in workplace interactions. The Routledge handbook of
language and digital communication, pp.197-211.
Dunn, D.M. and Goodnight, L.J., 2016. Communication: Embracing Difference. Routledge.
Ellis, V.L. and Toney-Butler, T.J., 2019. Conflict Management. In StatPearls [Internet].
StatPearls Publishing.
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