CHCCOM005 Communicate & Work in Health or Community Services Workbook

This document provides a comprehensive workbook solution for CHCCOM005 Communicate and Work in Health or Community Services. It includes a student assessment record sheet, pre-assessment checklist, and detailed answers to underpinning knowledge questions covering various performance criteria. The activities address verbal and non-verbal communication, communication models, respect in communication, clear communication strategies, networking, confirming understanding, reflection skills, motivational interviewing, collaboration, confidentiality, receiving instructions, recommending additional services, national subsidy strategies, and workplace communication nuances. The document also includes assessor feedback and addresses research work, project-based activities, and observation of practical skills in a healthcare setting, such as the Mountain View Aged Care Facility.

CHCCOM005
Communicate and work in
health or community services
Workbook

Table of Contents
Table of Contents..........................................................................................................................................1
Message to Student......................................................................................................................................3
CHCCOM005 – Communicate and work in health or community services.....................................................3
Student Overall Assessment Record Sheet....................................................................................................4
Pre Assessment Checklist..............................................................................................................................6
Student Assessment Cover page...................................................................................................................8
Assessment 1: Underpinning Knowledge Questions...................................................................................10
Activity 1A – PC 1.1...................................................................................................................................10
Activity 1B – PC 1.2...................................................................................................................................11
Activity 1C – PC 1.3...................................................................................................................................12
Activity 1D – PC 1.4...................................................................................................................................13
Activity 1E – PC 1.5...................................................................................................................................14
Activity 2A – PC 2.1...................................................................................................................................15
Activity 2B – PC 2.2...................................................................................................................................16
Activity 2C – PC 2.3...................................................................................................................................17
Activity 2D – PC 2.4...................................................................................................................................18
Activity 3A – PC 3.1...................................................................................................................................19
Activity 3B – PC 3.2...................................................................................................................................20
Activity 3C – PC 3.3...................................................................................................................................22
Activity 4A – PC 4.1...................................................................................................................................23
Activity 4B – PC 4.2...................................................................................................................................25
Activity 4C – PC 4.3...................................................................................................................................26
Activity 4D – PC 4.4...................................................................................................................................27
Activity 5A – PC 5.1, PC5.3........................................................................................................................28
Activity 5B – PC 5.2...................................................................................................................................29
Activity 5C – PC 5.4...................................................................................................................................30
Activity 5D – PC 5.5...................................................................................................................................31
Activity 6A – PC 6.1...................................................................................................................................32
Activity 6B – PC 6.2...................................................................................................................................34
Activity 6C – PC 6.3...................................................................................................................................35
Activity 6D – PC 6.4...................................................................................................................................36
Appendix 1 ACCIDENT / INCIDENT REPORT..................................................................................................38
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Assessment 1: Underpinning Knowledge Questions Assessors Feedback....................................................40
Assessment 2: Research Work/Project (Q & A)...........................................................................................42
Assessment 2: Research Work/Project Assessor Feedback..........................................................................54
Assessment 3: Observation of Practical Skills..............................................................................................56
Appendix 2 Mountain View Aged Care Facility Care Plan.............................................................................58
Assessment 3: Observation of Practical Skills Assessor Feedback................................................................62
Message to Student
Please ensure you read the Assessment Information booklet and the Student Handbook provided to
you in your Learner App. Ensure you understand the assessment process.
These booklets provide important information such as:
 Overview
 Written work
 Active participation
 Collusion
 Who are you being assessed by
 Competency outcome
 Additional evidence
 Confidentiality
 Assessment appeals process
 Recognised prior learning
 Special needs
 Reasonable adjustment
 Assessment guide
 Assessment submission
 How should I format my assessments?
 Written work
 How should I reference the source of information I use in my assessments?
 Return of assessments
 Plagiarism
 What about copyright?
This assessment is a mixture of closed and open book questions, you will be required to research
different sources of media i.e. internet, text books and in the Student Guides provided to you.
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Please provide your answers using your own words. Do not copy or plagiarise from any of your
sources.
CHCCOM005 – Communicate and work in health or community services
For all documentation on the performance criteria and assessment requirements of the unit
CHCCOM005 Communicate and work in health or community services, please refer to the
training.gov.au website using this link. https://training.gov.au/Training/Details/CHCCOM005
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Student Overall Assessment Record Sheet
Unit Code and Title CHCCOM005 Communicate and work in health or community
services
Student Name
Student ID
Unit Start Date
Assessment Items
Attempts Result
S = Satisfactory
NS = Not Satisfactory
DNS = Did Not Submit
C = Competent
NC = Not Competent
Date of
Completion
Assessor/
Name and
Initials
Assessment 1
Knowledge/skills
Assessment e.g.
Questions & Role Plays
S NS DNS
Assessment 2
(if required) Project based activities S NS DNS
Assessment 3 Simulation / Workplace
Observation S NS DNS
Final Assessment Result for this unit C NC
Feedback to Student
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Assessor Name & Signature: ____________________________________ Date: __/___/____
Student Declaration: I declare that I have been assessed in this unit and have been advised of my
result. I also am aware of my appeal rights.
Signature: _____________________________________ Date: _____/______/______
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Pre Assessment Checklist
Student Name: Assessor Name:
Unit Start Date: Location:
Unit Code and Name CHCCOM005 Communicate and work in health or community services
Checklist for Conducting the Assessment 
Student confirms readiness to be assessed 
Time and date of the assessment was diarised and agreed to by the student

Unit Due Date: Time: Location:
Criteria against which the students performance will be assessed are explained
to the student 
Student has read the Assessment guidelines document where assessment methods,
processes and documentation about assessment have been explained to student. 
Has student any special any special requirements? Please list special requirements:

Confidentiality of assessment outcome has been explained. 
Right to appeal assessment decision has been explained to the student. 
All hygiene, Work, Health and Safety requirements have been met as per orientation
pack. 
Instructions to the Students
 Should you not answer the questions correctly, you will be given feedback on the results and
your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge
and skills to be deemed competent for this unit of competency
 If you are not sure about any aspect of this assessment, pleases ask for clarification from your
trainer.
 Please refer to the Australian Nursing and Training Services Student Handbook for more
information.
 If you have questions and other concerns that may affect your performance in the assessment
please inform the assessor immediately.
In signing this form, the student acknowledges that s/he is ready for assessment and that the
assessment process has been fully explained. The assessment information gathered (including student
name, but no other personal details) will be used by the training organisation for specific record
keeping purposes.
Student’s Signature:
Assessor’s Signature:
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Student Assessment Cover page
Students to complete when submitting assessments
Unit Code and Title CHCCOM005 Communicate and work in health or community
services
Student Name
Student ID
Student contact
Unit Start Date
Student Declaration: I declare that the work submitted is my own
original work and has not been copied or plagiarised from any person
or source (published or otherwise) without acknowledgment in the
text.
I am fully aware of the penalty of plagiarism.
Signature:________________________________________
Submission Date: _____/______/______
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Assessment 1: Underpinning Knowledge Questions
Complete the following activities individually or in a group (as applicable to the specific activity and the
assessment environment).
Activity 1A – PC 1.1
Student Name Student ID ANT00000_____
1. List three attributes of both verbal and non-verbal communication.
 Both assist in exchange of information.
 Help in establishing rapport.
 Help in understanding the requirement of each other.
2. Briefly explain your understanding of Lasswell’s model of communication
and how this differs with the Shannon and Weaver model of
communication.
Lasswell model is a basic model which entails the entire process through which
communication takes place beginning with the sender and ending with the
receiver and in the Shannon and Weaver Model takes it a step further by
introducing the step feedback from the receiver and noise.
3. Why should you demonstrate respect in your communications at work in
the health and community services?
While dealing with patients it is essential to understand what they are
feeling or communicating and for this purpose, it is essential to hear them
out patients and respectfully and in reverse, the communication done by the
nurses should be extremely clear and concise.
Activity 1B – PC 1.2
Student Name Student ID ANT00000_____
1. A client needs to go for a dentist appointment. The client will be collected at
9.00am by a taxi, so must be ready to go. List ways in which you can clearly
communicate this information.
 Accurate description of the information.
 Clear and concise communication.
 Affirming after the communication has been made to the client.
2. How can networking help you within the workplace?
Like developing relationships help in developing trust, networking assists in
accumulating all the recent news and consulting other professionals in the field
and thus increase number of opportunities.
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Activity 1C – PC 1.3
Student Name Student ID ANT00000_____
1. How can you confirm a person has understood you?
 Ask open ended questions.
 Present a summary of the entire communication made.
 Repeat the major points and confirm if there is requirement of any
further information.
 Affirmation that other party has understood.
2. Provide four examples of actions you can take.
 Summarise the key points presented.
 Ask the other party what was their understanding.
 Confirm that they understood what was intended.
 Give additional information in written context.
Activity 1D – PC 1.4
Student Name Student ID ANT00000_____
1. Briefly describe what reflection skills are.
Reflective skills help in analyse what was communicated and form
appropriate conclusions. This can be done through either mirroring or
paraphrasing.
2. What is motivational interviewing?
Motivational interviewing is a behavioural therapy technique assisting the
people in evolving their current behaviour so that their well-being can be
enhanced.
3. Why should you use collaboration over confrontation at work?
Confrontation is a negative word and depicts disagreement between two
parties. Collaboration on the other hands shows coming together of two parties
to complete a task assigned and purports positive energy. Therefore,
collaboration should be used over confrontation.
Activity 1E – PC 1.5
Student Name Student ID ANT00000_____
1. Provide 3 examples of precautions that can be taken to ensure
confidentiality is kept during verbal communication?
 Ensuring that communication cannot be overheard.
 Making the other person realise the sensitivity of the information.
 Maintaining the secrecy regarding patient’s information and
identity.
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