The document provides information about a Diploma of Community Services Coordination course including:
1) An overview of the units covered in the course including maintaining an effective work environment and developing effective workplace communication.
2) Details on online learning resources and assessment tasks for the course.
3) Background on key concepts covered like the values of the community services sector, cultural awareness, and communication skills.
4) Guidance on maintaining OHS processes including identifying hazards, risk assessment, and emergency procedures.
2. workshop1
• CHCORG405D Maintain an effective work
environment
• CHCCS513B Maintain an effective community
sector work environment
• CHCCOM504A Develop, implement and
promote effective workplace communication
• HLTOHS401A Maintain OHS processes
4. • On line learning
• Assessment tasks
• http://southbank-communityservices.catapult-elearning.com/
5. CSS values
• What is the community services sectors?
• Values:
• Holistic
• Client Centred
• Needs and rights
• Duty of care
• Access and equity
• Human rights
• Client safety
6. Values of the Community Services Sector
• Shared Values for the Community Services Sector
• We value:
• 1. Human rights
• 2. Individual and community wellbeing
• 3. Diversity
• 4. Aboriginal and Torres Strait Islander self-determination
• 5. Cooperation and participation
• 6. Excellence
• 7. Independence.
• http://www.qcoss.org.au/sites/default/files/the-charter.pdf
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7. • Models
• Medical
• Welfare
• Community development
• Strengths based perspectives
8. Culture
• Culture/ Values
• Personal
• Client
• Organisational
• HLTHIR403C? – Work Effectively with
Culturally diverse Clients and Co workers
9. • CHCORG405D Maintain an effective work
environment
• CHCCS513B Maintain an effective community
sector work environment
12. • Overall Communication
• Verbal - effectiveness
• Written - effectiveness
• Conflict
• Groups
13. • Effective communication is the process of
passing messages to other people or groups.
• The message must be clear and communicated
using a suitable medium.
• If a message is not understood by the receiver,
as it was intended, then communication has not
occurred.
14. • Written documents and presentations need to be:
• succinct, clear and
• presented in a logical and sequential way that matches
the audience and the purpose of the document
• Should include:
• Introduction
• Body
• Conclusion
• Q/A – try to anticipate
15. • What is active listening
• Paying attention to what is being said rather than
considering what you will do or say next.
Suspending judgment until the other person has
finished what they are saying. Giving appropriate
feedback and responses and being prepared to
ask relevant questions to ensure common
understanding.
16. • Some of the steps to effective communication.
• involves sharing information, ensuring it is understood,
active listening and intelligent observation.
• This can be aided by:
– listen to other people’s ideas
– offer feedback and where appropriate positive criticism
– come to the group prepared by being aware of any background
information relevant to the discussion
– be punctual
– have a positive attitude to others
– know everyone's name
– be prepared to show initiative and offer ideas willingly
– do not stereotype people you are talking to or about
– avoid comments that demean others
– strive to be original yet realistic
– greet people
– speak clearly
– show you are interested when others are talking
18. Appropriate Assertiveness -Three ingredient recipe:
• When... I hear a voice raised at me
• I feel... humiliated
• And what I'd like is that I... can debate an issue with you
without ending up feeling hurt.
19. The best "I" statement -
• is free of expectations.
• delivers a clean, clear statement of how it is from
your side and
• how you would like it to be.
20. • Conflict
• I win/You loose – aggressive
• You win/ I loose - passive
• Win /Win – balanced
21. The Human Iceberg
Appearance
Actions
Words
Emotions
Emotions
Feelings and Thoughts, Attitudes
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Beliefs and Values
22. Managing Differences
CULTURE A CULTURE B
Words Words
Actions Actions
Feelings Feelings
Thoughts Thoughts
Beliefs Beliefs
Values Values
Sandra Bennett
Caroline Bouten Pinto 22
23. ®
Culturewise Practice
1. WHAT IS THE CONTEXT?
4. AGREEMENTS
Non-negotiable
Words Words
Actions Actions
Negotiable
Feelings Feelings
Thoughts Thoughts
Beliefs Beliefs
Values Not important Values
2. COMMUNICATE 2. EDUCATE
3. OUTCOME
Caroline Bouten Pinto
23
29. • RISK CONTROL
• You must first do a risk assessment to better be able to
plan, introduce and monitor measures to ensure that
risks are adequately controlled at all times.
• Once hazards have been identified and risks assessed,
action must be taken to control them.
• Ideas on how to control risks may come from:
• regulations or codes of practice which provide control
measures for that hazard
• workers
• employer organisations and unions
• government authorities
• OH&S specialists.
30. • Hierarchy of control
• Elimination. Remove the hazard completely from the
work area.
• Substitution. Replace the material or process with
something less hazardous.
• Isolation. Isolate the hazard by controlling or guarding it.
• Engineering controls. Redesign equipment or work
processes to reduce or eliminate risk.
• Administrative controls. Promote safe practice through
policies, processes, training and signage.
• Personal Protective Equipment (PPE). Use personal
protective equipment to minimise risk.
• Starting with Step 1, each strategy is considered in turn...
• For example, can this be implemented, will it solve the problem? If this step
is not sufficient to manage the hazard, move on to the next until a solution
is identified.
33. Updates to WHS Legislation
• From 1st January 2012, the goalposts will be
changing
• National WHS laws to be implemented, not
State-based as it has in the past
• Re-arranging the way that we consider
responsibility for WHS compliance
• Broken down into four categories
• Includes psychological as well as physical
34. Levels of Responsibilities
• Person Conducting a • Need to do what is
Business or Undertaking reasonably practicable
• Officers
• Workers • Due diligence
• Others • Take reasonable care
• Take reasonable care
35. Risk Management
• Previous requirement was for Risk Management
assessments and instructions to be developed for all
activities
• Now, simple solutions can be uniformly agreed without
requirement for risk assessment, ie chair trolleys,
scaffolding
• Still up to the primary user of the equipment to assess
the risks
36. Bullying inclusions
• WHS expanded to include bullying clauses
• “Provide and maintain for employees a working
environment that is safe and without risks to health so far
as is reasonably practicable.
• Health is defined to include ‘psychological health’.”
37. • Bullying can be:
– Direct such as verbal abuse, interfering with work
equipment or spreading rumours OR
– Indirect such as deliberate exclusion, setting
unreasonable tasks/timelines or withholding vital
information
• Bullying can see claims lodged under:
– Workers Compensation
– Equal Opportunity
– Unfair Dismissal
– Adverse Action under Fair Work Act 2009
Editor's Notes
Emphasise the following points: Iceberg Model - Like an iceberg, 90% of what makes us human is invisible. - Appearance, words and actions are visible, but what motivates people is determined by what is under the surface (and not seen). - Historically, when we talk about cross-cultural differences we focus on the visible practices (e.g. music, food, dress, language). - To understand another culture it is important to become aware of the beliefs and values that underpin it. A challenge in this is that no culture clearly articulates its own values. Often it is only when people experience differences (usually in misunderstandings or conflict situations) that they become aware and can start to explore their origins to develop effective cross-cultural strategies.
Managing Diversity – The Third Culture • Pose the question “ How do we resolve cultural differences? ’ and each participant outlines a strategy. • Show Power Point Slide 23 of two icebergs (representing cultures) meeting each other. • Discuss how the alignment of thoughts, beliefs and values usually results in friendships and harmonious relationships; but non-alignment results in misunderstandings and tension which can escalate to conflict.
Using Slide 24, draw attention to the space between, nominating it as “ the third culture ”. • The Third Culture occurs in the workplace or individual relationships where the differences are acknowledged and discussed and a set of agreements are drawn up to co-exist harmoniously by determining: (i) non-negotiable practices (laws of the land, legislation, regulation and individual practices such as those relating to religion) (ii) negotiable practices, and (iii) not important practices