Case Study: Scenario 1

Rahina is a newly arrived staff member who is a specialist in domestic violence. Rahina has asked her employer about her religious requirement to pray at certain times of the day and will have to fast during the month of Ramadan.

A problem has arisen because appointments are being made for Rahina, both within the centre and also whilst visiting women and their families in the shelters, that do not allow any time for her to pray.

She has also flagged that there may be a problem during Ramadan when she often suffers from low blood sugar in the afternoons due to the fasting from dawn to dusk and will find it hard to fit in so many interviews.

Rahina has become upset and agitated, Rahina informs you she is feeling unwell and has requested to go home. Whilst she is in the lunchroom collecting her personal belongings, staff notice that Rahina is dizzy and Rahina then collapses on the floor.

Question 1:

Write a role play with a partner Rahina clarifying instructions and negotiating timeframes with her supervisor using appropriate verbal and non-verbal communication methods, including active listening, to make both comfortable.

Roles: Rahina (support worker) Supervisor

Case Study: Scenario 2

The new diversional therapist (DT), Jo, has suggested that the TLE Services Aged Care Facility develops a newsletter to let the residents and their family and friends know what is going on.

You have joined the committee that is looking at the feasibility of a newsletter; how to set it up, what content it will cover and what the costing will be. You are going to be paid for 4 hours a week and have to diarise how that time has been spent. The committee is yourself, another Assistant in Nursing (AIN) who is a friend of Jo's, and 2 Elders with publishing experience. There is Jo and an RN from the Dementia unit.

You have had 2 meetings and are ready to attend a third. The DT considers this her baby and doesn't have an agenda and isn't interested in minutes and documenting the work. She really wants it all to be done by herself and her friend. She has told you that the rest of you are only on the committee to keep the Director of Nursing (DON) happy. The RN from the Dementia unit is only there to get 4 hours a week break from the unit.

In the last meeting you brought up issues of privacy, confidentiality and dignity when the DT said she wanted funny stories to put in the newsletter and wants to go around taking photos of Elders in funny situations. She is not happy about your concerns and feels that it is a ridiculous thing to consider as it is only an 'in house' newsletter and not for the general public. You have a meeting scheduled with the DON after this meeting to give her a progress update.

Question 2:

Role play with a partner the meeting between Jo and the DON, with Jo clarifying instructions and negotiating with the DON using appropriate verbal and non-verbal communication methods to make both comfortable. Refer to Reference 1 - Privacy and Confidentiality Policy to support your conversation. Switch roles from previous role play.

Roles: Jo (support worker) Director of nursing (DON)

Case Study: Scenario 3

Leanne is a resident of TLE Services Residential Aged Care Facility in Alice Springs and has just had some bad news. Leanne's sister has died from complications from her diabetes. Leanne wants to go home to attend the Sorry Business and be with her family. A worker has told her that she can't travel because she uses an oxygen tank for her emphysema, and it will be too dangerous. Leanne's community is about 12-hour car drive from Alice Springs.

The worker has explained to Leanne the risks associated with transporting oxygen. Leanne however still wishes to attend the sorry business. As the worker could not resolve the request, the worker has referred the matter to her supervisor.

Leanne has made a formal complaint to the workers supervisor stating the worker is not following her request and feels that her duty of care is being breached.

Question

Role play two discussions with a partner in relation to this situation, switching roles.

Question 3A: Role play a discussion with you supervisor, clarifying instructions and negotiate timeframes with your supervisor to support Leanne's dignity of risk around travelling for Sorry Business, using appropriate verbal and non-verbal communication.

Roles: Support worker and Supervisor

Consider the following: What works well for Leanne when she travels back to community?

What are the health implications of the types of travel?

Question 3B: Leanne is very unhappy with the worker for saying that she cannot travel. Leanne wants to make formal complaint. Role play a discussion between the support worker and Leanne, using the Complaints and Compliments form following and referring to Reference 2 - Complaints policy below to support your discussion. Document below how you would communicate with Leanne about the complaints process

INFORMATION FOR ALL ROLE PLAYS:

The role plays are to be designed to simulate the work environment. The support worker is required to demonstrate, and all participants must consider:

communicating information in a manner that is clear and easily understood

confirming the person's understanding

listening to requests, clarifying meaning and responding appropriately

exchanging information clearly in a timely manner and within confidentiality procedures

listening to, clarifying and agreeing to timeframes for carrying out workplace instructions

following communication protocols that apply to interactions with different people

complying with legal and ethical responsibilities

using communication skills to avoid, defuse and resolve conflict situations

Active listening is a communication technique which requires the listener to feedback what they hear to the speaker, by way of re-stating or paraphrasing what they have heard in their own words, to confirm what they have heard and moreover, to confirm the understanding of both parties.

Make sure you demonstrate the following as you work on the following scenarios:

open ended questions

affirmations

reflections

summaries

The role plays need to be set out as follows

Person A says:

Person B says:

Person A says:

Person B says: