CHCCS411AWork effectively in the

community sector

Elements of competency

1.Work ethically

2.Communicate effectively in a community work or service delivery setting.

3.Work effectively within the community services

4.Demonstrate commitment to relevant values and philosophy underpinning work in the sector

5.Maintain professional standards

6.Take responsibility for personal skill development

7.Reflect on own practice

Element 2 Communicate effectively in a community work or service

delivery setting

Develop, review and revise personal skills

Ensure accurate workplace communication

Recognise individual and cultural differences

Communication is person centred

Resolve conflict

Communicating in the workplace

Effective communication requires-

• Respect- promotes dignity & rights of the person

• Person centred- person not the disease

• Empowering – focus on persons gaols, advantages and positive attributes.

• Responsive communication-reflective of the individual’s needs such that communication adapts to meet needs, cultural/aged/disability/educational/language etc..

Specific communication skills

•Teamwork

•Empathy

• Active listening

•Assertiveness

•Objectivity

Listening

True listening requires us to temporarily set aside

our own thoughts , expectations, biases and

desires and concentrate on what is being said and

experience the world from the speakers point of

view.

Effective listening

Stop talking Put the speaker at ease

React appropriately Concentrate

Avoid distractions Don’t argue mentally

Avoid making assumptions

Effective listeningListen for main points

Share communication

Ask questions Use active listening skills

Listen with an open mind

Listen with empathy

Sam was very frustrated. He was describing to the aged care worker how his wife Gloria, who has dementia and requires intensive help with most of her ADL’s, often refuses to accept his help. Consequently, they are usually late for appointments and Gloria is inappropriately dressed. Sam says that he finds this embarrassing.

Which of the following responses from the aged care worker represents effective reflective listening skills?

1. “Try not to get upset, it will only make you feel worse”

2. “It’s important to remember that she has dementia and really can’t help it”

3. “You feel frustrated with Betty and embarrassed about being late”

The last response is the only response that uses reflective listening.It alone involves putting yourself in the other person’s situation (empathy) and focusing on what they are

really feeling, not on what you think is the logical or correct way to feel about Betty’s behaviour.

Betty does have dementia and she does not have control

over her behaviour. Many carers find it frustrating trying to cope and need to be able to express their feelings openly without fear of criticism. Expressing feelings can relieve stress

Communication methods•Listening- most important

•Paraphrasing

•Direct questions

•Open ended questions

•Clarifying

•Focusing

•Silence

Inter-cultural communication Identify the languages understood and written

Use plain English

Speak slowly and clearly

Use visual communication aids

Observe body language

Be patient