Objective To provide you with an opportunity to use verbal and non-verbal communication to enhance understanding and demonstrate respect.

1. List three attributes of both verbal and non-verbal communication.
2. Explain how and when you may use non-verbal communication
3. Briefly explain Lasswell’s model of communication and how this differs with the Shannon and Weaver model of communication.
4. How should you demonstrate respect in your communications at work in the health and community services?
   Objective To provide you with an opportunity to communicate service information in a manner that is clear and easily understood.
5. Give an example of a situation at work where you have communicated service information to another person. What was the information and how you made the information clear so this could be understood.
6. How can networking help you within the workplace?
   Objective To provide you with an opportunity to confirm the person’s understanding.
   Case study
   You are working in a nursing home as a formal caregiver. The client you are assigned to is William Kerr, who has hearing loss, reduced level of attention and repeated reports of falls. One of the prescriptions of Dr Stewart who is a neurologist in the nursing home is Falls Prevention Program. You were asked to inform Henry that he needs to attend the physiotherapy ward three days per week to participate in their Falls Prevention Program. You go to Henry’s room and explain that he needs to participate in the program due to the falls incidents that he experienced recently. Henry nods his head confirming that he understood what you meant. However, you know that Henry has hearing loss and reduced level of attention. Therefore, you need to use other strategies to ensure Henry has completely understood you. How can you confirm a person has understood you?
   Objective To provide you with an opportunity to listen to requests, clarify meaning and respond appropriately.
7. What are the methods of listening to the request of your clients?
8. What are reflection skills?
9. What is motivational interviewing?
10. Why should you use collaboration over confrontation at work?
    Objective To provide you with an opportunity to exchange information clearly in a timely manner and within confidentiality procedures.
11. What precautions can you take to ensure confidentiality is kept during communication. (at least four precautions)
12. Briefly describe a situation where you have exchanged information in the workplace, provide details of the timeframes and the confidentiality requirements that were needed.
    Objective To provide you with an opportunity to listen to, clarify and agree timeframes for carrying out workplace instructions.
13. What information should you retain when receiving instructions?
14. What information should you write down hen receiving a message?
15. Case study- You are working as a new individual support worker in an aged care facility. You supervisor who is a registered nurse asks you to support Mary in balance recovery program. However, you have never been trained for this program. How do you communicate this with your supervisor to adhere ethical and legal considerations?
    Objective To provide you with an opportunity to identify lines of communication between organisation and other services.
16. Identify six types of support services that you may recommend a patient or client for their optimum services?
17. What types of service providers are there in the health care system?
18. What three national subsidy strategies exist in Australia?
    Objective To provide you with an opportunity to use industry terminology correctly in verbal, written and digital communications.
    Make two examples of the following:
    • Workplace acronyms
    • Workplace abbreviations
    • Workplace slang
    • Workplace sociolect.

Aim to give two examples for each. For each example, give the term used and explain what it means or refers to.
Objective To provide you with an opportunity to follow communication protocols that apply to interactions with different people and lines of authority.

1. Identify three people/positions/roles that may be considered above you in the hierarchy of the workplace.
2. Identify three people/positions/roles that may be considered below you in the hierarchy of the workplace.
   For both question 1 & 2, briefly explain the communication protocols that apply in your interactions with them