C3 - Chccom005 Communicate And Work In Health

Ethics are_____________?

• Laws that tell us how we must work

• A set of moral principles and values

• Rules that regulate are services

• Regulations that relate to client care

 A ________ is a set of moral principles and practice standards that a profession uses to guide practice.

• Health Practitioner Regulation National Law

• Moral Principles Act

• Work Health & Safety Act

• Code of Ethics

Tick the following professional standards that apply to all businesses (more than one tick permitted)

• Being tall

• Loyalty

• Confidentiality

• Honesty

• Speaking English

• Discretion and tact

• Punctuality

• Courtesy

• Dependability

Duty of care refers to the obligation to take responsible care to avoid injury to a person who, it can be reasonably foreseen, might be injured by an act or omission.

• True

• False

 Duty of Care is relevant to the workplace only.

• True

• False

If you witness another worker behaving unethically, it is best to ignore it as not to get into trouble.

• True

• False

Which of the following statement is incorrect in relation to 'Client's rights'?

• Client's have no rights

• Client's have the right of informed consent

• Client's have the right of confidentiality

• Client's have the right to be accepted

Discrimination occurs only if the person you are discriminating against has overheard you

• True

• False

Which is not an employer's responsibility?

• The employer is obligated have to make work available to the dental assistant

• The employer must continue to pay the dental assistant’s wage even if no work is available

• The employer will expect the dental assistant to carry out any duties not related to his/her position

• The employer must develop and implement WHS practices and disseminate information to staff.

Which is not an employee's responsibility?

• Arrive at work when it best suits the employee

• Be ready and willing to work if work is available

• Carry out duties in a competent and careful manner

• Inform the employer of any matters that affect the smooth running of the practice

As an employee, you are protected from the following, except?

• Annual raise in salary

• Unfair dismissal

• Sexual harassment

• The right to a safe and pleasant working environment.

All of the following statements are true relating to communication, except?

• Communication skills can not be learned or improved

• Communication can be broadly defined as the sending or receiving of messages containing meaning

• Communication can be either written, verbal or non-verbal

• People with effective communication skills tend to do well in life

A person is born with either good communication or poor communication skills.

• True

• False

Which non-verbal image is most likely communicating the emotion 'anger'?

Tick the following ways to show a person that you are listening (more than one tick permitted)

• Remove physical barriers

• Be on the same eye level as your client

• Be aware of personal space and face the client

• Use eye contact in a culturally appropriate way

• Maintain an open, relaxed body posture

• Communicate with warmth and empathy

• Use silence positively

• Talk on a telephone while they are speaking

• Look beyond a person to what is behind them

• Rolling your eyes

Listening and active listening are the same.

• True

• False

Reflective listening means listening to the meaning of the other person’s verbal and nonverbal communication and responding in a way that promotes further exploration of his/her feelings and what is being said.

• True

• False

The following statement is an example of an open question:"Does this hurt?"

• True

• False

Empathy is sensing another’s feelings and attitudes as if we are experiencing them ourselves.

• True

• False

Only speak to family member regarding matters related to clients or their treatment with third parties, at work or outside of the workplace

• True

• False

All written documents relating to clients should be so controlled that the information they contain is not seen by unauthorised people

• True

• False

Marking a client’s treatment card with large red letters is allowed.

• True

• False

All of the following statements are true in relation to gathering confidential information, except?

• Explain why you need the information

• Provide information on how the information is kept safe

• Provide information on how they can see the information

• Explain that once information is received, it can then be shared

A client's permission for information to be released to other people is known as_________?

• Patient consent

• Information consent

• Client privilege

• Patient approval

You need to listen carefully when you are given instructions at work. One way to improve your listening skills is to listen for _______?

• Specific information

• Other people to begin the task

• Employer to demonstrate

• An email outlining the instructions

Tick all of the following methods for improving communication within the workplace (more than one tick permitted)

• Listening for specific information

• Giving feedback

• Asking questions

• Taking notes

• Understanding spoken procedures

• Follow written notices and instructions

• Not reading office notices posted on the noticeboard

• Absent from work meetings

The way people communicate at work will depend on many different things, except?

• Being able to hear

• Specific audience/s and/or participants in each communication

• Various cultures and norms of the staff, clients and customers

• The time available for each communication

Workplace culture includes all of the following, except?

• A dental surgery with only one dental chair

• Type and standard of dress

• Standard of language and level of politeness

• Level of commitment to the customer

Tick all that apply to prevent conflict with a difficult or abusive client (more than one tick permitted)

• Keep the counter clear

• Stand up and remaining mobile

• Support other staff

• Avoid turning your back

• Keep an eye on the client’s actions whilst carrying out your duties

• Explain documents to the client by outlining or circling appropriate sections

• Activate your duress alarm if available or dial 000.

• Raise your voice so you may be better heard

The following are skills in conflict resolution, except?

• Laughing out loud

• Expressing empathy

• Expressing warmth

• Showing respect

Being a health professional, it is important that you project an efficient and professional image in everything you do.

• True

• False

It is a good idea to have a checklist of tasks for the beginning of each day.

• True

• False

Clients need to be at the centre of care before, during and after treatment

• True

• False

A client-centred approach includes all of the following, except?

• Sharing information about a procedure, after it was performed

• Using active listening skills to ensure effective customer service

• Providing them with full information and discussing it with them at the relevant time

• Being respectful of their cultural and religious differences

• Adapting services to their age and special needs

All of the following are benefits of involving clients in decision-making, except?

• Less expensive

• Obtain their consent

• Increase their understanding of the treatment

• Reduce conflict

Tick all of those issues within the health environment that require mandatory notification and reporting (more than one tick permitted)

• Protection of children

• Protection of others identified as being at risk

• Any of your own organisation’s policies that require reporting

• Protection of animals

A sense of belonging is not required for individuals to feel respected and valued

• True

• False

Community services organisations are composed of people who are diverse in many ways

• True

• False

It is not important to be aware of these various organisations in the health care system in which you work

• True

• False

Tick those other health organisations that you may work with (more than one tick permitted)

• Dental specialists

• General practitioners

• Chiropractors

• Speech pathologists

• Health insurance providers

• Medicare

• Community health centres

• Green grocers

• Health fitness clubs

Tick all of the following examples of written communication (more than one answer may apply)

• Smirk

• SMS

• Emails

• Logbook

• Smile

• Telephone messages

• Workplace documents

• Diagrams

• Graphs

• Posters

True or falseCommunication is not an integral part of sterilisation services?

• True

• False

Which of the following sentences uses Inclusive language?

• How can we help you?

• Are you ok?

• How can I help you?

• Sounds like you have a problem.

All persons in Australian speaks the English language?

• True

• False

True or false?Interrupting a story to tell theirs, is a listener's barrier to effective communication.

• True

• False

When entering information it needs to be recorded legibly and has to be written down in black ink.

• The first statement is true and the second statement is false

• The first statement is false and the second statement is true

• Both statements are false

• Both statements are true

True or false?Asking open ended questions may ensure information is understood?

• True

• False

If you are unsure of how to carry out a task, the best thing to do is to?

• Ask a supervisor

• Ask a co-worker

• Ask a client

• Take a guess