Non-Verbal Communication Techniques – Modelling Assertive Behaviours – Communication Assignment Help

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Assignment Task :

1. Background/Overview

When you work for an aged care sector organisation, you may encounter some situations involving conflict. In these situations you must use negotiation skills, problem-solving skills and communicate effectively to bring the situation to resolution. 

You will also need to know how to communicate in the workplace and model assertive behaviours in your interactions with others. 

Effective communication is a vital part of succeeding in your work role and you will need a good grasp of verbal and non-verbal communication techniques. 

 

2. Brief

This assessment consists of two (2) parts.

This assessment provides you with the opportunity to demonstrate your knowledge of the following areas:

• Engaging positively and supportively

• Using negotiation and problem solving skills

• Report conflict situations to a supervisor 

• Modelling assertive behaviours

• Principles of effective communication 

 

3. Activities

Part 1. 

Read the scenario and then answer the questions that follow:

You are working as a care support worker in an aged care facility such as CareShore. You are approaching the the lounge area and hear raised voices. On entering the room you find Bill and John (clients) pushing and pulling the remote control of the television and yelling at each other. John believes that he should have the control as he was there first. Bill says that he should have the control. During the encounter the volume has been put up on the control and the television is playing very loudly. Just as you go to intervene, Stephanie, another support worker comes in via another door. She goes to Bill and John and yells at them to both shut up and sit down, and goes to grab away the remote from the residents. Both Bill and John fall silent, but Bill starts stepping towards Stephanie with his fist raised. The other residents in the lounge room look shocked and frightened. One is crying. You quietly approach and ask is everyone OK. You say to Stephanie in a calm voice that she should go and find another staff member and you will assist Bill and John. Bill relaxes at this and lowers his fist. You take the remote control and turn down the sound, and ask Bill would he like to watch his show in his room. Bill says yes. You ask Bill to head to his room and indicate the way and say you will come and assist him. John sits down again, and the other residents look calmer. After assisting Bill to organise his chair and TV show, you seek out Stephanie. She looks irritated and says she could have handled the situation. You reply that yelling at the residents was not helping manage the situation and that getting them to de-escalate and defuse the situation was what was important. You say that Stephanie looked stressed and you were worried for her as well. Stephanie scowls and makes a comment that the old men just need a firm approach and raised voices never hurt anyone. She turns and leaves the room. 

 

 

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