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Page 1: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Work with others

Page 2: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Work with others

CHCORG202C

This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively about work matters.

Page 3: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

You will learn how to:

• Plan your own workload with supervisor

• Communicate with others about work matters

• Work cooperatively with others

Page 4: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Assessment Tasks

1. Download and print the assessment sheet for this unit from the ‘Resources’ drop down menu at the top right hand side of the screen.

2. Complete your assessment sheet as you work through the unit.

3. Email your completed assessment to [email protected] or ring (08) 9353 3089

Page 5: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Plan own workload with supervisor

• Actively seek assistance and direction as required

• Plan sequence of tasks with supervisor • Develop strategies to cope with unexpected

demands, with supervisor

Page 6: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Actively seek assistance and direction as required

Information and instructions are needed for people to do their jobs properly. They need to know what to do, how to do it and when to do it. They need to know what their responsibilities are and what the responsibilities of other people in the organisation are. Workers need to clearly understand the tasks they are expected to perform and to be aware of the people to whom they can turn for assistance if they do not understand or are unable to carry out their tasks.

Much of information about your job will have been given to you in a job description, during induction, through training and at meetings. Your supervisor will also sometimes give you new instructions and directions as to what you should do. These may be written or spoken to you.

The organisation’s policy and procedures documents will also tell you what you need to know.

Experienced workmates can also provide relevant information.

Page 7: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Also ask your supervisor for the guidelines that go with the task

Ask: • How long do you have to do the job you

need to do?• Do other people know that you have been

given this job?• Will you need help from other people?• What outputs and outcomes are expected?Do not make guesses as they can lead to dangerous or costly mistakes.

If you do not understand the directions or instructions you are given, ask for help. Make sure that both you and your supervisor agree on your understanding – try explaining your instructions back to them. This way, the supervisor can check that you understand and correct errors. The more you can find out about the task, the less chance there is of making mistakes. In some cases a task might be demonstrated by your supervisor or a more experienced workmate.

If necessary, make notes as you are being briefed. This way, you will not have to rely on only your memory to remember every tiny detail and will be able to read your notes again when needed.

Page 8: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Resources and physical support

Resources include:

Time Information Support from other staff

• Materials and equipment

You will need to know how to access the necessary resources. Sometimes it will be necessary to ask for resources and the right way to do go about getting them.

Page 9: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Problems

As you work through a task, even though you made sure with your supervisor that you understood before starting, some problems may still arise. If you are unable to solve these problems yourself, you will need to find someone who can.

Do not be afraid to ask for help. Asking for help is far better than making what could be a costly, embarrassing or dangerous mistake. Make sure, however, that the person you ask to help you is authorised to do so and knows what they are doing.

Page 10: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Name 3 things you need in your job. How were you told about what you needed, and

how did you get them?

Provide your answer in the Assessment Document for this unit.

Page 11: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Plan sequence of tasks with supervisor

Workers need to think about their work – to decide for themselves how well they are doing, what skills they need to develop and whether their work is meeting expected standards. Most workers do this without thinking; however, an important aspect of self-monitoring is the ability to fit the daily, weekly and long-term tasks into specific time allocations – time management

Certain tasks will be more important than others – for example, getting kids to school is really important. The key to being organised is to know how to prioritise or order your workload within the time that you have.

Page 12: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

In order to prioritise tasks you need to:

• Know your job description• Make daily, weekly and monthly time management plans • Talk to your supervisors and other team mates as to the

priorities of each day’s workload • Know what happens if your work doesn’t get done • Prepare work in advance – draw up work plans and ‘to do’ lists • Keep work areas tidy and easily accessibly • Try to minimise distracting interruptions – the phone, talking to friends in

community etc • Learn not to put off work that can be done now• Break large jobs down into small, manageable chunks

Page 13: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

You can waste your time! To prevent this:

1. Prioritise tasks – work out which ones are the most important and focus on them

2. Complete important jobs when you need to

3. Don’t put things off until they become urgent

4. Don’t get distracted by things that mean you don’t get the job done

Always check with your supervisor, manager or team leader as to when a job is expected to be completed.

If you can’t complete a task for any reason, make sure you tell your supervisor as soon as possible. If there are others who are depending on your work, let them know about any delays or problems. Things can go wrong!

Page 14: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Achieve results:

• Concentrate on getting things done, not on being busy

• Break large tasks down into smaller steps and check each step off your list as it is completed, this way you can actually see what has been achieved

• Each achievement will help you to get ready for the next one!

Prioritise tasks:

• Work out what needs to be done immediately

• Work out what needs to be done by a certain time, and have time allocated for that

• Work out what needs to be done but doesn’t need not be done right now or could be shared with someone else

• Think about what is not important and what can be set aside altogether

Page 15: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

How do you work out what you need to do in the day, and how do you make sure you do the most important things first?

Provide your answer in the Assessment Document for this unit.

Page 16: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Develop strategies to cope with unexpected demands, with supervisor

It is not possible to always know what is coming. You will need to be flexible enough to cope with things that get in the way of the work day. On a daily basis workers will deal with client issues, phone calls, office responsibilities etc. Sometimes a parent will be upset, a child might be sick, there might be sorry or law business in community and all of this means you cannot always do the job the usual way.

Page 17: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Contingency plans Contingency plans should identifyissues of:• The nature or potential of the

contingency • How it will impact on everyone• What might be done • The likely effects on other parts of the

organisation or community

Contingency planning is an integral part of an organisation’s risk management. So when planning the organisation’s business – the things that need to be achieved on a daily, weekly, monthly or longer term basis, backup plans are needed. This might relate to staff, transport, even dangers posed by cyclones. So you need to think about who will do the job if someone is sick; who will arrange transport to school if the bus doesn’t work and other things.

Plans must also be communicated to staff, to ensure that everyone who might be involved in contingencies or crises knows what to do and how to do it.

Page 18: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Strategies Workers, their work group and their supervisor or team leader might: • Develop procedures to be followed if there

is a problem• Determine backup strategies for when there

is a problem • Work out how management and others in

the organisation are to be advised of any problems

Workers must understand their role and responsibilities and what they need to do when situations that are difficult or unexpected arise. Not all situations will be crisis situations. In some instances work plans will be disrupted by extra work or by possible changes to the RSAS program. Community service work involves interaction with people. People can be unpredictable and their needs can change constantly. Some days will run well, other days will be more difficult.Employees should work with their supervisor to decide how they will deal with this.

Managers and team members should work together to think about actions for problems and contingencies - the team member who work with the RSAS clients are in the best place to think about other ways of getting the work done.

Page 19: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Think about something that might go wrong within the RSAS program

and how your team works to address the problem when it arises

Provide your answer in the Assessment Document for this unit.

Page 20: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Communicate with others about work matters

• Share information relevant to the work with co-workers

• Communicate clearly, concisely and with the focus on the issue and listen appropriately to opinions and suggestions of others

• Address concerns using workplace procedures

Page 21: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Share information relevant to the work with co-workers

• What is working well with other RSAS teams in the country

• Policies, procedures, and other organisational things that are about RSAS

• Their clients – their needs and expectations • How the organisation is thought of by the

community • How the RSAS program is going

Information will come from government and other agencies in community, and can be shared at meetings. Information about the organisation, procedures, expectations, the laws that apply to the job etc should come from your organisation when you start your job. Employees should be encouraged to share information with each other

Ask RSAS clients for feedback whenever the opportunity arises, as well as the schools and teachers

Page 22: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

This information can be shared through:

• Formal and informal communications • Formal and informal training

and development procedures • Meetings – staff and team/group

meetings • One-to-one discussions• Coaching, mentoring • Casual discussions during work time or

during breaks • Team building events or activities • Performance evaluations • Formal and informal feedback sessions –

from supervisors/team leaders to staff

Staff should be encouraged to share knowledge and experiences; both good and bad. Telling a story about a problem helps take away the stress that comes with it and can help to make sure any mistakes are not made again. You should never be afraid to talk about any problems, this is how the team improves.

Page 23: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Accuracy of informationMake sure that any information you bring to the organisation about clients or the program is absolutely correct. Wrong information will lead to errors and problems. Sharing honestly and openly is necessary in a successful organisation. Information sharing means that problems will be brought to the attention of people who can work to address the problem. Problems that are brought out into the open can be solved. If they are hidden or not discussed they cannot be solved.

Page 24: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Communicate clearly, concisely and with the focus on the issueand listen appropriately to opinions and suggestions of others

Information sharing is based on good communication skills. Workplace communication is necessary for passing information between the people working there, and between the organisation, its clients and other organisations, as well as to give direction to workers and let them know how they are doing. Managers also communicate to keep their employees informed about what is happening in the organisation and to learn from their views and suggestions. There are a number of ways that information informally flows through an organisation.

Communication problems can cause problems with the program, mistakes and contribute to general unhappiness within the organisation. The organisation’s communication systems, therefore, must be strong to ensure people know what’s going on.

Page 25: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Features Problems

Upward communication Messages are sent from the team to senior management in the organisation

Information might not reach the right person and the message could get lost along the way

Downward communication Messages are sent from senior management down the line; eg policies, orders and instructions

Often managers don’t always know what it is like to be a RSAS worker. They might use technical terms that people don’t understand, and messages get lost or ignored.

Lateral communication Information that is shared by people on the same level, eg supervisor to supervisor. Usually it is so each team knows what the other is doing

Sometimes people don’t want to share information if they want their team to do better than the other one

Serial communication Messages send along a chain of people. One person hears something. They tell someone else who passes information on to another person etc.

The original message becomes lost or changed as it goes along

Page 26: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Employees also communicate informally - this is often known as “the grapevine”. The grapevine is impossible to stop, always quick and reliable, but not always true! This table shows some of the communication processes and associated problems that might occur in organisations. An efficient and productive organisation has effective formal and informal communications channels. In organisations where channels of communication are poor, or unclear, staff often feel frustrated, angry and ignored. Their performance is affected. This is true for staff at all levels. Ultimately, this can mean that organisations which do not invest time and effort in developing effective communication systems will have difficulty achieving goals.

Page 27: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Communicating with clients

Employee success in working with clients is largely dependent on effective communication. • RSAS workers must be able to

communicate effectively with:• Managers and supervisors in the

organisation • Parents, kids and other family

members• The school• Other agencies in community

Communication is the process of sending, receiving and understanding messages. Messages can be verbal or non-verbal. However, unless a message is understood by the receiver, as it was intended, then communication has not occurred. Effective communication is necessary at work. Staff will constantly be passing messages to other people and receiving responses and other messages from them. These might be instructions or requests requiring action or questions requiring answers.

Page 28: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Verbal communication Obviously we use language to communicate with our clients and colleagues. But people can chose to not understand, or ignore what you are saying, or think you have told them one thing when you really meant something else. It is important to consider other forms of communication

Non verbal communication Body language refers to facial expressions, how we move our hands and the ways in which we hold our bodies whilst communicating. In very general terms, smiling indicates welcome; nodding one’s head demonstrates understanding or agreement, shaking one’s head means no. Para-language refers to the tone of voice used when communicating. Enthusiasm can be conveyed by speaking rapidly and emphatically; dull and flat speech can signal boredom or depression and terse, loud tones can indicate fear or anger etc.

Page 29: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

When communicating at work:• Model confidence and enthusiasm • Use tone of voice to emphasise key

points • Keep your voice at a reasonable level –

no yelling or screaming• Smile when appropriate • Ensure personal appearance and grooming are appropriate

to the occasion• Do not forget the messages being communicated non-

verbally

Be careful when thinking about how other people talk, as sometimes this is just habit!

Page 30: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Barriers Additional barriers to communication with clients or co-workers include: • Problems such as hearing loss or eyesight problems• Other disabilities which impair how people understand things• Loud noises which make hearing and/or concentration difficult • Environmental distractions or physical discomfort – it is very hot or pouring with

rain• Information overload –

people can only remember so much!• Literacy problems • Lack of courtesy –

people will not listen if you are being rude• Timing –

if someone has something else important on their mind, they will not remember• Attitudes

Page 31: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

RSAS Workers should:• Speak clearly at the right pace, not too fast or

slow• Check that the person has understood them • Ask questions to check their own understanding • Not blame others for not understanding them• Be good listeners • Be patient and really want to help • Smile and use other positive, friendly

expressions • Have appropriate personal presentation and

body language for the situation • Use appropriate level of language for the

listener • Be open and straightforward • Accept others as they are, without judgment • Use humour appropriately • Admit mistakes • State clearly what they want without being

complicated

• Do not confuse by giving too much information at once

• Genuinely want to get through to other people• Genuinely like other people, find them

interesting • Write/speak clearly, for a clear purpose • Have a pleasant sounding voice • Have something worthwhile to communicate • Know when to be quiet • Be flexible, prepared to change their position

Page 32: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Listening

Listening requires thinking to understand what is being heard. Hearing is a simple physical process and does not necessarily mean that a person listened. People must be able to hear the communication, but they also need to listen actively to decode and understand it. When people neither hear nor listen to the communication, they cannot respond to it or act upon it.

Good listening is as important as good speaking and relates directly to focus. Those who do not listen actively and effectively will not understand the communication as it was intended.

Page 33: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

There are three levels of listening:

1. non hearing level – when people do not listen at all

2. hearing level – people hear but do not take it in

3. thinking level – when people hear and also think about what is being said

Active listening or reflective listening is where the receiver is purposefully and intently concentrating on what is being said. Passive listening differs in that it can simply provide a supportive and receptive environment. Success or failure is often dependent on how well a person listens. If you listen well, you can properly understand instructions and therefore complete your task properly, whilst taking into account the opinions and ideas of others. One person cannot know everything there is to know.

Page 34: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Poor listening skills are a major cause of communication breakdown. Actively listening is important because:

• it demonstrates courtesy and respect for the sender • the listener might learn something new • if people listen, the sender is more likely to listen to

them• listening encourages further communication• listening enables workers to determine the right

response to make to the sender

RSAS workers need to know what is expected of them. Unless this is known and accurately understood, they will have difficult in accurately completing tasks or reacting appropriately to messages sent to them by others.

Page 35: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

To improve listening skills RSAS workers should:

• concentrate on what is being said by giving the speaker full attention

• encourage the speaking by asking appropriate questions

• respond appropriately • help a poor speaker by asking

questions, and being enthusiastic, responsive and kind

• use paraphrasing to give feedback and ensure that their understanding is correct

• if they have further business, state what they intend to do as a result of this conversation

• if the speaker is rambling and dull and it is impossible to stay focused on what is being said, interrupt politely and ask a question which brings the speaker back onto topic

• communicate interest through body language

• dismiss any prejudices they might have about the speaker

• concentrate on the information being communicated

• if it is appropriate, take notes

Page 36: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Workers should ask: • open questions result in detailed

responses - ‘how do you think we could improve school attendance?’

• closed questions result in one word (such as yes/no) answers - ‘is this correct?’

• probing questions can be sued to follow-up (ask for more information), using either open or closed questions; - ‘what else could we do?’

• hypothetical and reflective questions ask people to consider scenarios or contingencies - ‘what would happen if…?’

Active listening is supported by effective questioning. When communicating with others workers should use a range of questioning techniques to gain the full range of information they require. Good supervisors, managers and leaders understand how communication works. They know that if they listen to employees and allow free and open discussion of work issues and encourage employees to utilise good communication processes, operations will flow smoothly and conflicts or disagreements will be resolved rationally before they have negative or destructive effects.

Page 37: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Listening barriers There are a number of barriers to effective listening. Workers need to be aware of them and their possible effects in the communication process.

1. I am too busy: if someone is doing something else while you are trying to talk to them, they will often be too distracted and not take in the information properly.

2. I’ve got problems: Some people may be focused on other worries or concerns and thus will be distracted by these and not take in the information.

3. I do not like you: the receiver may have a negative attitude about the sender and so will block out the information. This can come from lack of respect or real problems.

4. I am not interested in what you are trying to communicate: a lack of interest in the subject is another common barrier. If a receiver is not interested, then communication will not work.

5. It is my turn: poor listeners make judgments about what people intend to say, before they say it. They also spend most of their time working out what they are going to say, rather than listening to the sender.

6. You are a poor speaker: frequently people stop listening if the sender does not express themselves well. Incorrect grammar, diction and sentence construction will also contribute to this poor impression. Senders who speak too softly, too quickly or speak in a monotonous tone of voice will confuse, bore or simply turn listeners off.

7. I am distracted: some receivers are easily distracted, which indicates lack of effort, concentration or commitment. Often this relates to lack of interest in the subject or a marginal desire to listen.

8. I know what you are going to say: sometimes the receiver is right and sometimes wrong with this attitude. A more correct statement would be, ‘I think I know what you are going to say’. However, people who assume that they know what is going to be said will not listen.

9. Saying a wrong thing: (including jokes) can trigger a strong negative response toward the speaker, which means the listener stops listening to the content of communication

10. I do not want to hear what you have to say: of a receiver expects to hear an unpleasant message, they frequently tune out. Or, if they feel that they are about to be criticised, then a defensive reaction will cause them to stop listening to the message content.

Workers should be aware of barriers and, where necessary, create situations where barriers can be overcome. If workers want people to listen to them then they must also listen to others.

Page 38: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Name 3 reasons why you think people may not listen to you

when you are talking about RSAS and what you can do about it

Provide your answer in the Assessment Document for this unit.

Page 39: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Address concerns using workplace procedures

Procedures within your organisation are there so that everyone will know what to do and when to do it. They also indicate the standard of work that is required from employees. They are written to ensure that there is consistency throughout the organisation – that each person in the organisation delivers the same type of service to the same high standards.

Organisations also have a set of procedures of work practices for raising concerns. If workers have a problem with a client or are unsure about how to complete a task, they will need to follow appropriate procedures to resolve the problem. Procedures are documented and recorded so they can be referred to as needed.

Page 40: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Organisational policies and procedures should be monitored and reviewed regularly to ensure that:

• They are keeping with the ideals (vision and mission) and philosophy of the organisation

• They continue to meet the needs of clients and the community within which the organisation operates

• They are compliant with current legislation

Workplaces will also have prescribed procedures if workers have issues or concerns that need to be addressed. Issues might relate to:

• Client interactions • Ethical considerations • Interactions with the community,

contractors, other service providers etc

• Workplace conflicts

All employees in the organisation should know which procedures are relevant to the work they do and should know how to access the documented policy and procedure documents held by the organisation.

For example, if a worker and a client have a problem, the procedure could be that the worker makes a report to their supervisor and gets directions from them before taking any action. The supervisor might act as a mediator and help develop a solution.

Page 41: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Conflicts are inevitable in the workplace and are differing opinions and ideas.

These might involve or be worsened by:

The introduction of changes

Interactions between workers where one party has a negative attitude toward the other

Groups or individuals who act selfishly

Poor communication and information dissemination

• Disputes over pay or other work matters

• Arguments about work responsibilities and obligations

• Unclear goals and objectives or ones that aren’t agreed on

• Competition between groups, teams or individuals

Page 42: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Unresolved conflict will result in:

• High levels of dissatisfaction, stress and anxiety

• Low levels of enthusiasm and morale

• Low motivation and support for leaders/managers

• Poor productivity• Poor time management and

time wasting activities

• Employee illness, absenteeism and workplace accidents

• Poor communication • People losing their jobs • Anger and arguments

Page 43: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Policies and procedures should be followed because:

Team leaders/supervisors need to be informed about what is happening within the team so they can coordinate activities and staff

Serious concerns/problems need to be noted by management to determine whether this happens often so that strategies can be put in place to reduce problems

When employees are afraid to raise issues or do not believe that their concerns will either be taken seriously or addressed, they soon learn to resent management and will, as a result not perform at their best. Conflicts will get worse. If employees cannot bring problems to management’s attention, then management will not know anything is wrong perhaps until it is too late.

Page 44: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Work cooperatively with others

• Identify and show respect for different roles and responsibilities and demonstrate respect for rights of other workers

• Keep work area well organised and safe in accordance with relevant standards/policies

• Complete assigned tasks according to planned workload

Page 45: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Identify and show respect for different roles and responsibilities and demonstrate respect for rights of other workers

Workers will have certain responsibilities and duties to carry within RSAS and these have an impact on their team or work group’s performance.

Workers need to identify the various roles of other workers in the organisation and to respect both the roles and the people in them. What this means is that workers should build effective working relationships based on trust and reliability. They should know where and how the lines of authority in the organisation work and who is authorised to make decisions that they cannot make. Workers must ensure that the service they provide for their internal customers (other workers, managers) is at least as good as the service provided to the external customers (parents, children).

Page 46: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Information about roles and responsibilities in the organisation will be conveyed through:

• Job descriptions • Inductions • Ongoing in-house training • Information given at meetings • Ongoing information sharing procedures

Page 47: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

RSAS workers who are not sure about what to do or who is responsible for a certain area of work, should ask their supervisor. Much workplace stress is a result of not properly knowing what you are meant to be doing. This can lead to mistakes or situations where two people have done the same job, or where no one does it at all.

RSAS workers need to know what decisions they are authorised to make and whenever they are confronted with situations in which they are uncertain, escalate problems or issues to their manager, supervisor or team leader.

It is important to remember that everyone is different. If everyone were the same they would all want to do the same things, in the same way. This means that some things would be achieved, but only very specific things. The other things that must be achieved to attain goals would simply not be done. Thus a range of different personality types and a range of skills are required for RSAS success.

Page 48: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Systems and communication

This extends to employee rights also relate to:• Sufficient learning and professional

development opportunities • Providing resources necessary for

employees to do their jobs with minimum stress

• A safe work environment • Procedures and policies that

discourage discrimination, harassment and bullying

• Privacy and confidentiality • An avenue to make complaints

Legislation that covers employee’s rights includes acts pertaining to:• human rights and equal opportunity • racial discrimination • sexual discrimination• disability discrimination• confidential information • privacy

Staff should know about their organisation’s structure, systems and the roles played by other sections/divisions. Strong and effective communication means that everyone is focussed and understands what is required for RSAS and how the program is going. Successful communication means there will be greater opportunities for employees to perform to do what they need to do

Page 49: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Respecting each other’s rights

Staff must respect each other and their rights. All workers have the right to a safe, secure workplace, free from discrimination, harassment or bullying. This means people must build strong working relationships with others, based on trust, respect, consistency and confidence in each other. What this means is that staff must do what they say they will and work to consistently high standards, acting safely and fairly. When people respect others, people will tend to contribute more, perform better and be more creative.

Employees’ rights are also set out in awards. Awards define employer responsibility to workers, particularly relating to employee entitlements and include such things as working conditions and minimum rates of pay. Awards are enforceable documents containing minimum terms and conditions of employment in addition to any legislated minimum terms. In general, an award applies to employees in a particular industry or occupation.

Page 50: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

A worker’s position as a RSAS worker includes certain expectations of how they will reasonably conduct themselves in all facets of their work life. All support organisations will have a code of conduct or code of ethics, with which workers are expected to comply.

The organisation’s code of ethics/behaviour/practice will outline organisation specific ethics and behaviours with which workers are expected to comply. Having said that, these codes are organisation specific, the principles outline in these codes relate to the values and ethics of the society within which the organisation operates.

The code of practice provides behavioural guidelines for workers. Workers must, therefore, know what the organisation’s code of ethics/practice is and what the requirements are, regarding their own behaviours and actions. These behaviours will relate to interactions with clients, management and other workers.

In Australia, there is legislation that supports health and safety and is intended to prevent discrimination, harassment and bullying, while supporting social justice. Workers also need to understand their responsibilities under duty of care as they impact on their work with clients and with workmates. They must, at all times act in accordance with the legislation. This includes reporting on breaches of the legislation if they occur.

Page 51: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Workplaces also have informal and unwritten expectations which are about the things that the organisation values and feels is important in the community, and these things provides direction and order for the organisation. These can include:

respect for the ideas and opinions of others

support for the rights of other workers

understanding of how everyone is different

effective information sharing and communication

support for what the organisation is trying to achieve in community

What all of this essentially means is if workers are included, then respect for the rights of others will be valuable, and shown in everyone’s behaviour. It is important that there is trust in the team - indicate willingness to build trusting relationships by being:

approachable

open and interested

available

positive

enthusiastic

motivated

respectful

supportive

Page 52: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Select 3 of the words in the previous slide that you use

to build trust with your colleagues and clients

Provide your answer in the Assessment Document for this unit.

Page 53: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Keep work area well organised and safe in accordance with relevant standards/policies

A well organised, clean workplace makes it easier for everyone to do their job. Things that should be looked at include• maintenance of all equipment • ensuring that supplies are available as needed • ensuring supplies are correctly stored and not used for other

reasons • respecting the personal things that might belong to clients • working in ways that support the worker’s own safety and that of

others • ensuring that workers understand duty of care and their

responsibilities with regard to clients

Each organisation will have policies – founded, in many cases on legislative requirements – relating to all of these things.

Page 54: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Working safely In Australia there is both federal and state legislation aimed at ensuring the health, safety and welfare of all members of the organisation, of clients and the general public (the people who might come into contact with the organisation and the work it does).

The goal of health and safety legislation is to promote safe and healthy working environments utilising consultation processes – between workers, representatives and management. Compliance with health and safety legislation is the responsibility of everyone in the organisation. To ensure that employers and employees take their responsibilities and activities seriously, legislators have provided penalties, to be imposed on individuals and organisations which, by their acts or omissions, put others at risk. Employees have a legal duty to cooperate with their employers in ensuring their own health and safety, that of other workers and that of their clients and any visitors to the work site.

Page 55: Work with others. CHCORG202C This unit highlights ways to plan your work, work effectively in a team, communicate with team members and clients more effectively

Using the checklist provided in the assessment document for this unit monitor your own performance, or

your supervisor can do it more formally or informally with you.

Provide your answer in the Assessment Document for this unit.