CHCCOM005

Communicate and work in health or

community services

CHCCOM005 - Communicate and work in health or community services

 Communicate Communicate effectively with people

Collaborate Collaborate with colleagues

Address constraints to

What will I
Address communication

learn? Report Report problems to supervisor

Complete workplace
Complete correspondence and documentation

Contribute to continuous
Contribute improvement

CHCCOM005 - Communicate and work in health or community services

Chapter 1
Communicate
effectively
with people
Sharing and understanding
of information, thoughts
through exchange of
information

CHCCOM005 - Communicate and work in health or community services

Principles of effective communication
Communication Models
One-way communication
Transactional communication
Interactive communication
Modes of communication
• Non-verbal
• Verbal

CHCCOM005 - Communicate and work in health or community services

 Communication Techniques
Types of Communication

• Open-ended questions
• Affirmations
• Reflections
• Summaries
• Collaboration
• Confrontation
• Language considerations:

• Vocabulary,
• idioms and 5
 Culture
Religion

What influences
Emotions
communication?
Disability
Health
Age
CHCCOM005 - Communicate and work in health or community services
Verbal Communication

• Pronunciation
• Accent
• Grammar
• Speed
• Volume

CHCCOM005 - Communicate and work in health or community services

 Signals
Gestures
Eye contact

Non-Verbal Facial expressions

Communication Posture
Outward apperances
Gestures
Touch
CHCCOM005 - Communicate and work in health or community services
 Respect, Rights and
Responsibilities

•Promote dignity, choice and

empowerment

•Use appropriate language

•Listen carefully to others

•Check for understanding of

communication

•Seek consent appropriately

•Seek regular feedback and

participation
CHCCOM005 - Communicate and work in health or community services
Confirm understanding by asking questions

If the responder can’t provide an accurate summary:

You have not been clearly understood
You need to provide further communication on the matter

CHCCOM005 - Communicate and work in health or community services

Listen, clarify and
respond appropriately

Active Listening
• Use body language
• Do not interrupt
• Defer judgement
Clarify Meaning
• Open questions
• Closed questions
• Summary
Respond Appropriately 11
Information exchange and confidentiality
Share information with other agencies
Gather this consent using a specific form
Information shared between agencies may include:

• Information to enable referrals

• Incident reports
• Individual plans and goals
• Information about individual needs

12
 Ensure communication maintains the confidentiality of
personal information
Exchange information clearly and in a timely manner
The Australian Commission on Safety and Quality in Health Care (ACSQHC) recommend using the ISOBAR
tool for the clinical handover of information.

I – IDENTIFY
S - SITUATION
O - OBSERVATIONS
B - BACKGROUND
A – AGREE ON A PLAN
R – READ BACK
13
Chapter 2 Collaborate with
colleagues

Follow communication
protocols and apply them to
your own work and other
community services you
interact with

CHCCOM005 - Communicate and work in health or community services

Listen, clarify and agree on timeframes
Clarify workplace instructions
Use an active listening approach
Apply the following process when clarification is required:

• Prompting
• Questions
• Don’t interrupt
• Reframing

15
Identify lines of communication
Health and Community Services
sectors:

16
Identify Lines of Communication
The community services system is made up of a
combination of publicly funded and privatised services
My Aged Care
Part of the Living Longer Living Better aged care reform
Designed to be a one-stop shop for navigating the aged
care system

17
Identify industry
terminology
Verbal, written and digital
communication
Used to achieve a shared
understanding amongst
workers in the health and
community services
environment
18
Follow communication protocols
Every organisation should have procedures and protocols to manage
information

• Authority lines
• Document obligations
• Complaint procedures
• Outgoing information and media
• Code of conduct

19
Chapter 3 Address constraints
to communication

The ability to identify and

resolve constraints to effective
communication is essential for
the delivery of quality care

CHCCOM005 - Communicate and work in health or community services

Identifying and reporting
complicated situations

Report them as soon as possible to

your line manager.
• Body language
• Verbal language
• Workplace culture
• Conflicting differences

21
Potential • Physical barriers
constraints to • Language barriers
effective • Cultural barriers
communication • Behavioural barriers
22
Actual constraints to effective
communication
• Physical constraints

• Perceptual constraints

• Cultural Constraints

• Language constraints

• Gender constraints

• Interpersonal constraints

• Emotional constraints

23
Avoid, defuse and resolve conflict
situations
Use ‘I’ statements

Use assertive rather than aggressive or passive communication

Examples:

When…

I feel…

What I would like is… 24

Avoid, defuse and resolve conflict
situations
Apply active listening techniques

• Always talk directly to the person you are in conflict with

• Avoid being preoccupied

Stay focused on the issue

• Concentrate and stay focused

• Don’t focus on any irrelevant information
• Use ‘I’ statements
• Write down other issues being raised to follow up later

25
The Broken Record Technique

Used when progress to resolve the conflict

during conversation is slow
Identify one or two relevant phrases and
repeat them, like a broken record, until the
other party recognises what you are saying
or understands that you are not offering
other options.

CHCCOM005 - Communicate and work in health or community services

Avoid, defuse and resolve conflict
situations
What to avoid?
• Generalising phrases -‘You always …’ or ‘You
never …’
• Exaggerating the facts
• Dealing with too many issues at once
• Collaboration: Involves swapping, sharing and
discussions of ideas
• Confrontation: The process of opposing a
person’s thoughts, beliefs, ideas, or behaviour
27
 28

Chapter 4:
Report problems to
supervisor
Ethics: Standards of right
and wrong designed to
protect right
Values: Principles that are
important to an individual,
a group of individuals or a
community
Comply with legal and ethical
responsibilities
• Legislation and regulations
• Codes of ethics
• Accreditation or service standards
• Organisational policy and procedures
• Organisational codes of conduct, guidelines and practice
manuals
• Job specification/position descriptions
• Formal and informal feedback
CHCCOM005 - Communicate and work in health or community services
Ethical conduct- affected by:
• Need to consider different legislation,
• Community work principles,
• Rights and needs of the person, and
• Rights of the worker

Legal responsibilities include:

• Legislation, regulations and service standards
• Organisational policies and procedures
• Organisational guidelines and practice manuals
• Worker roles and responsibilities

CHCCOM005 - Communicate and work in health or community services

Privacy, confidentiality and disclosure
• Maintaining confidentiality is part of respecting a person’s privacy and
individual rights
• Should not discuss an individual’s personal information unless they have given
their consent
Duty of Care
• Legal obligation that people and organisations have to anticipate and act on
possible causes of injury and illness that may exist as a result of their actions
Negligence
• Occurs when a duty of care has been breached and harm to either person or
property ensues
Dignity of Risk
• A person has the right to make their own choices and take risks
31
Sources of information
Files
Case notes
Care plans
Medical reports
Family members
Friends, work colleagues
Media
Workplace meetings, emails
and memos
Social media

32
 Collection, use and storage of information - 13 national privacy principles
• Open and transparent management of personal information
• Anonymity and pseudonymity
• Collection of solicited personal information
• Dealing with unsolicited personal information
• Notification of the collection of personal information
• Use or disclosure of personal information
• Direct marketing
• Security of personal information
• Access to personal information
• Correction of personal information
• Security of personal information
• Access to personal information
• Correction of personal information 33
Informed consent
The act of obtaining permission with full knowledge
of:
• Possible consequences,
• Outcomes and
• Alternate options related to that decision

Legal and ethical considerations

Discrimination
•When an individual is treated less favourably than
others
CHCCOM005 - Communicate and work in health or community services
Mandatory reporting – the legal requirement of certain groups
of people to report a reasonable belief of abuse to authorities.
Examples include:
• registered medical practitioners
• nurses
• midwives
• registered teachers and early childhood teachers
• school principals and school counsellors
• police officers
• out of home care workers
• early childhood workers
• youth justice workers
• registered psychologists
• people in religious ministry
Identify and report a breach using proper procedures
Main breaches
• Breach of duty of care
• Breach of confidentiality
• Breach of personal ethics
• Breach of organisational procedure
Impact of breaches
• Put the person at risk
• Compromise a person’s rights
• Undermine the dignity of the person
• Disempower a person
• Discredit the organisation
• Contravene funding agreements and
CHCCOM005 - Communicate and work in health or community services
• Jeopardise the organisation
Recognise a breach
• Double check the procedure
• Seek the support and advice of a supervisor

Respond to and report a breach

• Intervene
• Report
• Seek advice
• Take action

37
 Issues impacting employees
and clients

Budgetary constraints
Lack of safety equipment
Poor facility design and systems
Poor communication lines
Lack of knowledge and compliance
A culture of not reporting issues
Lack of required training, skills and
knowledge

CHCCOM005 - Communicate and work in health or community services

Unresolved Conflict
Situations
Dispute resolution
• Referral to supervisor
• Individual viewpoints
• Combined meeting
• Mediation
• Individual mediation
• Combined mediation
• Arbiter
CHCCOM005 - Communicate and work in health or community services
Chapter 5 Complete workplace
correspondence and documentation

Documentation and correspondence should:

Increase accountability, the duty of care, and

adhere to:
• legislative requirements,
• policy requirements and
• any organisational protocols

40
Examples of workplace documents related to job role:
Policies and procedures
Safety data sheets
Statement of Duties
Emails, memos, meeting minutes
CHCCOM005 - Communicate and work in health or community
services
Read workplace documents
Read workplace documents related to your role
• Equipment manuals and instructions
• Work health and safety legislation
• Privacy, confidentiality and anti-discrimination
legislation
Clarify understanding with your supervisor
• Involves seeking additional information,
• Repeating your understanding of the matter, and
• Checking that your understanding is correct
42
Written documentation
standards
• Use correct spelling and grammar
• Use objective language
• Use clear, concise and sequential sentences
• Note the time and date
• Follow the organisational style guide
• Use clear and aesthetically pleasing formatting
• Note version number
• Note approval line and dates of consultation
• Ensure copyright laws are not violated
43
Steps to complete written and
electronic workplace documents:

 Read and understand your workplace policies and

procedures

 Use correct, up-to-date document templates

 Write information in a clear and easy to understand

format

 Do not go outside your code of conduct, code of ethics

or duty of care guidelines

 Make sure information is kept at a safe and that

confidential information remains confidential

 Make sure only authorised people to have access to

the information
CHCCOM005 - Communicate and work in health or community services
Digital media in the
community services sector:
• Internet/ Intranet
• Email
• Social media
• Podcasts and videos
• Tablets and applications
• Newsletters and broadcasts
Digital media has the potential to breach
• Privacy,
• Confidentiality and
• Intellectual property-related laws

CHCCOM005 - Communicate and work in health or community services

Use clear, accurate and objective
language when documenting events
Professional standards of language
• Ensure the language suits the audience
• Use complete words rather than abbreviations
• Use objective language not subjective.
Objective: Mrs Smith stated, ‘I am feeling depressed’.
Subjective: Mrs Smith seemed depressed

Document events
• Be compliant with the legislative requirements
• Use sources of information when reviewing policies,
procedures and care plans 46
 Chapter 6 Contribute to
continuous improvement

CHCCOM005 - Communicate and work in health or community services

 Rights-based service delivery approach
Aims to provide equitable and accessible service that
provides care with respect to a person’s right to
Identify and autonomy
voice
Autonomy: person’s right to make their own
improvements educated decisions

in work Access: services are planned, managed and delivered

practices in a way that gives everyone the same opportunity to
find and use services

Equity: resources are made available to everyone, not

just certain groups of people
48
Person-centred approach

Focuses on responding to the whole of the person

• Needs
• Fears
• Dreams
• Social networks
• Relationships

Multidisciplinary approach
Involves combining the knowledge and skills of many different
workers from different disciplines

49
Examples of • Supervisor
roles in a • Health professional
health and • Carers
community • Support workers
services team: • Administrative officer

50
Identify and voice
improvements in work practices
Support Services
Enable people to be more independent and to achieve a higher quality of life
Funding Environment
The health community services sector is funded by many different funding
bodies.
Government
• Federal,
• State/Territory
• Local
Organisations
• Voluntary
• Non-profit
• Commercial
• Fundraising and charity
51
 Interrelating values and philosophies with other
services:
• Least restrictive option
• Valued roles
• Empowerment
• Proactive and preventative
• Wellbeing
• Rights
• Individual needs
• Accountability and duty of care
• Person-centred and holistic approach

52
 • Councils of social service
Sector • Government departments
• Peak bodies
roles and • Unions
quality • Associations
• Government organisations
care • Non-government organisations
delivery • Charities

CHCCOM005 - Communicate and work in health or community services

Models to support
optimum service
delivery

• Transitional care
• Shared care
• Family-based care
• Pre-admission clinics and planning
• Multidisciplinary care
• Integrated mental health service

54
 Respond positively to changes

Talk to people

Promote and
model changes Observe current practices

to improved Interview people involved

work practices
Mind mapping

Focus groups

CHCCOM005 - Communicate and work in health or community services

Contributing
• Awareness and knowledge
factors to
barriers to • A drive to change behaviours

improvement: • An individual’s beliefs and attitudes

• The ability to implement change

• Practical, financial and political challenges

56
Feedback and advice
Feedback
A process of giving and receiving information
regarding the outputs, consequences or results of
a worker’s performance

Seek advice about skill and knowledge

development
Responds to identified gaps or opportunities in a
worker’s or supervisor’s learning

CHCCOM005 - Communicate and work in health or community services

Strategies for identifying gaps and opportunities

• Audits and self-assessment processes

• Formal performance appraisals
• Ongoing supervision by managers
• Feedback from clients and colleagues
• Informal self-reflection

CHCCOM005 - Communicate and work in health or community

services
Feedback for
improvement

• Provide positive comments

• Describe the situation or issue
• Ask the person for their view of the
situation
• Agree on a summary of the situation
• Develop an action plan
• Agree to follow-up dates 59
 Options for accessing skill development
opportunities

• Formal learning
• Informal learning
• Coaching
• Conferences

60
Performance Development Appraisal
(PDA)
Aims to discuss work-related:

• Achievements,
• Challenges,
• Changes and
• Development of skills

61
Initiate skill development actions:
• Request a performance delivery appraisal.
• Identify skill areas of interest
• Set specific, measurable and realistic goals
• Identify internal learning opportunities
• Identify external learning opportunities
• Seek regular feedback
• Request a workplace mentor
• Be accountable to the skill development plan
• Document learning
62
Chapter 7: Structure,
function and
interrelationships
between different parts
of health and
community service
system

CHCCOM005 - Communicate and work in health or community services

The structure of the health and
community services system
The Federal government is responsible for funding and policymaking for
health and community services at national level. It operates the Medicare
system, which provides universal health coverage for all Australians.

The State and Territory governments are responsible for managing and
funding public hospitals and other community health services. They also
regulate and oversee private healthcare providers.

Local governments have a role in promoting health and wellbeing at

community level, such as through environmental health, food safety and
recreational facilities.
CHCCOM005 - Communicate and work in health or community
services
Function of the health and
community services system
Preventative services

Primary healthcare

Hospital services

Aged care services

CHCCOM005 - Communicate and work in health or community
services
 Principles under-pinning person-
centered service delivery
Models to Key principles:
Respect,
support Emotional support,
optimum Physical comfort,
Information and communication,
client Continuity and transition,
CHCCOM005 - Communicate and work in

service Care coordination,

health or community services

Involvement of carers and family,

Access to care.
 Principles  Participation

of rights-  Accountability
 Non-discrimination and
based equality
service  Empowerment and
CHCCOM005 - Communicate and work in

delivery
health or community services

 Legality
Characteristics of multi-
disciplinary teams

A multidisciplinary team is defined as a

group comprised of members that have
complementary skills, qualifications, and
experience.
CHCCOM005 - Communicate and work in health or community services
Support services, some examples

Aboriginal and
Disability liaison Accommodation Hospital in-the-
Torres Strait
services services home services
Islander support

Medicine Pastoral care

Nutrition and Social work
information and spirituality
dietetics services
services services

CHCCOM005 - Communicate and work in health or community services

CHCCOM005 - Communicate and work in health or community
services