communication to build relationships

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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.
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.

PART A: Providing information to clients
Read the following case study and then answer the questions.
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)
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)
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).
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).
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.
6. What digital media strategies could you use to notify other people (both internal and external) about your upcoming leave?
PART B: Resolving conflict
Read the following case study and then answer the questions.
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 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)
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)
3. Describe three strategies you could use to defuse the conflict between you and Justin. (approx. 60-150 words)
4. List (in bullet point form) six strategies for interpersonal communication that could be implemented in this situation.
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)