Respond effectively to behaviours of concern

Respond effectively to behaviours of concern

Student Support | studentsupport@opencolleges.edu.au OpenSpace | learning.opencolleges.edu.au CCOV_7A HLT42512 Certificate IV in Allied Health Assistance 30180A > Respond effectively to behaviours of concern (HLTCSD306D) Student Workbook All terms mentioned in this text that are known to be trademarks or service marks have been appropriately capitalised. Use of a term in this text should not be regarded as affecting the validity of any trademark or service mark. © Open Colleges Pty Ltd, 2013 All rights reserved. No part of the material protected by this copyright may be reproduced or utilised in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner. Requests for permission to make copies of any part of the work should be mailed to Copyright Permissions, Open Colleges, PO Box 1568, Strawberry Hills NSW 2012. Printed in Australia iii Contents Getting Started 1 Topic 1: Identify challenging behaviours 11 Introduction 11 What are challenging behaviours? 11 Possible causes 13 What do challenging behaviours look like? 15 Do all clients with the same triggers behave in the same way? 17 Factors with the potential to affect behaviours 17 Indicators of challenging behaviours 18 Objective versus subjective descriptions 19 Observation methods 20 Soliciting information 24 Assessing behaviour for potential conflict 26 Identifying risks 26 Risk identification tools 28 How do risks become crises? 29 Possible impacts 31 Conclusion 35 Topic 2: Plan response 37 Introduction 37 Dealing with violence and aggression 40 Topic 3: Apply response 43 Introduction 43 Making a plan 49 Mediation 50 Negotiation 53 Facilitating resolution 55 The risk management process 59 Tailoring your response to the level of risk 60 Likely possibilities 61 Hazard management processes 64 iv Getting Started Topic 4: Report and review incidents 67 Introduction 67 Reporting incidents 67 Reviewing incident reports 70 Debriefing after an incident 71 1 Getting Started Getting Started Competency description This unit describes the skills and knowledge required to identify and respond to challenging behaviours. It also describes how to influence client behaviour and ensure positive outcomes. The module is suitable for health industry workers who want to assist clients in difficult and/or challenging circumstances. Learning objectives/outcomes At completion of this module you will be able to: > plan and apply a response to difficult and challenging behaviour > seek assistance if necessary > monitor client behaviours > use communication to alleviate conflict > identify and provide for client needs > promote client development > establish a relationships with clients > plan for and assist with group sessions > document outcomes. How this unit contributes to the course This unit is an integral part of the overall course Certificate IV Allied Health Assistance and it introduces you to core concepts and procedures required to manage a range of behavioural issues within a health setting. On completion of this unit, you will be able to identify challenging and difficult behaviours, implement appropriate strategies to minimise conflict and provide for clients’ needs within a case management framework. You will also be able to plan for and assist with activities that minimise aggression, refer clients to other services and ensure positive outcomes. How this workbook is organised and what we expect of you Print students As a print student, you may wish to participate in the module discussion forums to discuss your learning with fellow students. Discussion forums can be accessed via OpenSpace. To access OpenSpace, go to http://www.opencolleges.edu.au/. The link to Login to OpenSpace is located on the top right hand side of the main Open Colleges web page. 2 Getting Started All activities in this workbook are interactive, but only if you have an electronic copy. If you have a printed (hard) copy of the workbook, there is a space provided below each activity in order for you to write your answers. Your assessments for this module are located in the back of your student workbook. Online students If you are an online student, you are expected to participate in the online discussions. Discussion forums constitute an important resource that enhances your learning. As an online student, you may download a copy of this workbook from your module on OpenSpace. Please ensure that you save this workbook to the hard drive of your computer. All activities in the electronic workbook are interactive. This means that you can type activity answers into the input fields which are provided below each activity. Your answers will be saved when you save your workbook before exiting/closing the document. It is good practice to save your workbook after each activity entry. Your assessments for this module can also be downloaded from your module on OpenSpace. Sections of the Student workbook This workbook contains the following five topics: Topic 1: Identify challenging behaviours Topic 2: Plan the response Topic 3: Confirm and initiate action Topic 4: Monitor behaviour for signs of influence Topic 5: Provide information about sustaining positive change Learning material: This section provides the information necessary to help you meet the learning outcomes for the module Influencing Behaviours. It consists of five topics, each containing background information, tasks and references. Learning icons: Throughout the learning material, the following learning symbols may appear: Learning Activities Learning activities are the tasks and exercises that assist you in gaining a clear understanding of the content in this workbook. It is important for you to undertake these activities, as they will enhance your learning. Case Studies Case studies help you to develop advanced analytic and problem-solving skills; they allow you to explore possible options and/or solutions to complex issues and situations, and to subsequently apply this knowledge and these newly acquired skills to your workplace and life. Discussions Whether you discuss your learning in an online forum or in a face-to-face environment, discussions allow you to create and consolidate new meaningful knowledge with your fellow students. 3 Getting Started Readings Recommended and required readings generally consist of articles from newspapers, journals, professional publications or books. Readings may also include copies of legislation or government reports or sections thereof. Providing these readings to you saves you having to find each article or book chapter separately or having to buy many different textbooks. Research Research is defined as searching for information. It can also be described as an organised investigation into a given subject or topic in order to establish facts and reach new conclusions. Self-check A self-check is an activity that allows you to assess your own learning progress. It is an opportunity to determine the levels of your learning and to identify areas for improvement. Recommended readings Bolton, R. (1986). People skills: How to assert yourself, listen to others and resolve conflict. Roseville, Australia: Simon and Schuster Cornelius, H., & Faire, S. (2006). Everyone can win (2nd ed.). Sydney: Simon & Schuster. DeVito, J. A. (2009). The interpersonal communication book (12th ed.). New York: Allyn & Bacon. Eunson, B. (2007). Conflict management. Brisbane: John Wiley & Sons. Sultmann, B. & Burton, T. (2003). People skills. Bowen Hills, Australia: Australian Academic Press Worksafe WA. (2008). Prevention and Management of Aggression in Health Services. at http:// www.commerce.wa.gov.au/worksafe/PDF/Guides/Aggression_in_health_web.pdf If you have a question about this unit If you wish to discuss any questions or need further assistance with understanding concepts in the unit, please contact your trainer/assessor via OpenSpace messaging system. Alternatively, if you have any enquiries regarding your course, please email studentsupport@opencolleges. edu.au or call the Student Support team (1300 650 011) for further assistance. You will receive a response to your enquiry within two (2) working days. Suggested unit timetable: topics, activities and assessments The Suggested unit timetable lists the activities and assessments that you must complete as well as the approximate time it should take to complete each task. We recommend that you complete this unit in the suggested number of weeks if you are studying on a full time basis. 4 Getting Started WEEK NO STUDENT WORKBOOK TOPIC ACTIVITIES 1 Topic 1: Identify challenging behaviours Introduction What are challenging behaviours? Possible causes What do challenging behaviours look like? Activity 1: Research possible manifestations Do all clients with the same triggers behave in the same way? Factors with the potential to affect behaviours Activity 2: Answer some questions about what can affect behaviours? What makes behaviour difficult or challenging? Indicators of challenging behaviours Activity 3: Research personality profiling tools 2 Objective versus subjective descriptions Observation methods Activity 4: Observe a picture Soliciting information Activity 5: Choose a trigger and explain how it might affect a client Assessing behaviour for potential conflict Identifying risks Research: Variables in terms of potential risks Activity 6: Explain how variables affect potential risks 3 Risk identification tools Research: Risk identification tools How do risks become crises? Research: internal risks factors Activity 7: Define how risk factors relate to crises Possible impacts Research: Information available about possible impacts Activity 8: Chose a risk and outline some impacts Activity 9: Explain the purpose of risk assessment tools Conclusion Self-check 4 Topic 2: Plan the response Introduction Why respond? Activity 10: Answer a question about maximising client outcomes Duty of care Activity 11: Reflect upon how a prudent and responsible person might act Statutory duty Activity 12: Find out about industry codes Regulatory requirements Procedural requirements Activity 13: Find out about policies and procedures 5 Getting Started 5 Equitable obligations Ethical practice Readings: Prevention and Management of Aggression in Health Services Philosophical obligations The case management framework Activity 14: Answer a question about case management plans Suitable strategies Activity 15: Answer a question about seeking assistance Activity 16: Describe how to ask for help Activity 17: Describe the difference between reasonable and excessive force 6 Making a plan Mediation Negotiation Activity 18: Make a plan that defines how you would manage a specific scenario Facilitating resolution The risk management process Research: The Occupational Health and Safety Act Tailoring your response to the level of risk Case study: Dealing with an angry client 7 Likely possibilities Activity 19: List three risks of varying degrees Contingency plans Activity 20: Design a contingency plan Forecasting implications Hazard management processes Accidents happen Conclusion Self-check 8 Topic 3: Confirm and initiate action Introduction Is the plan consistent with all available evidence? Activity 21: Answer some questions about evidence Does it comply with organisational policies and procedures? Will it address client needs? Activity 22: Explain how forecasting outcomes can help you address needs Special needs Is it fair and equitable? Principles Activity 23: Define some characteristics of effective planning 6 Getting Started 9 Initiating action by challenging unacceptable behaviours Activity 24: Make a list of responsible behaviours Conducting group activities Ensuring participation Group rules Defusing conflict Activity 25: List three methods you can use to defuse conflict Using equipment Activity 26: Explain how you could determine the working order and suitability of equipment Cleaning and storing equipment Activity 27: Define asepsis Conclusion Self-check 10 Topic 4: Monitor behaviour for signs of influence Introduction Monitoring behaviours Activity 28: Answer a question about important points to evaluate Signs behaviour has been influenced Activity 29: List three challenging behaviours Is further intervention necessary? Activity 30: Explain the purpose of further intervention Evaluating interventions Activity 31: Explain the evaluation process Confirming the implications of continuing challenging behaviour Conclusion Self-check 11 Topic 5: Provide information about sustaining positive change Introduction Exchanging information with willing communicators Exchanging information with unwilling communicators Activity 32: Explain how your approach to communication might vary dependent upon whether clients are willing Communication breakdown Providing information within a case management framework Activity 33: Define some questions you would answer for the supervising health professional 12 Generating reports Activity 34: Explain the purpose of reports Debriefing Providing information to clients What does the client need to know? Activity 35: Explain why you might need to consider communication preferences Conclusion Self-check 7 Getting Started Assessment Assessment tasks ASSESSMENT TASK(S) DESCRIPTION MAPPED TO UNIT OF COMPETENCY (ELEMENTS & PERFORMANCE CRITERIA) Short Answer Questions 40% of final mark Students are required to answer forty short-answer questions. HLTCSD306C Respond effectively to difficult or challenging behaviour 1.1–1.3, 2.1–2.5, 3.1–3.4 CHCCS401B Facilitate responsible behaviour 1.1–1.5, 2.1–2.6, 3.1–3.8 CHCCM401D Undertake case management 1.1–1.2–2.1–2.6 HLTCOM301C Provide specific information to clients 1.1–1.4, 2.1–2.4, 3.1–3.4, 4.1–4.5 HLTAH409B Conduct group sessions for individual client outcomes 1.1–1.6, 2.1–2.9, 3.1–3.11, 4.1–4.3, 5.1–5.3 Case study 1 20% of final mark Students are required to consider a scenario and complete four tasks/questions. Case study 2 20% of final mark Students are required to consider a scenario and complete six tasks/questions. Communication, Challenging Behaviour and Conflict 20% of final mark Students are required to complete a table and four tasks/ questions. You will also have workplace assessment activities to complete for the units covered in this module. These assessments will be undertaken either when you commence your Work Placement with a Host Organisation or if you are currently working when you decide to undertake your practical Workplace Assessment tasks. The Workplace Assessment Guide provides more information on the Workplace Assessment and Work Placement processes. Minimum essential requirements for students in this unit To pass the unit, you must attempt, complete and submit each of the assessment tasks and receive a satisfactory grade for each task. Assessment procedures and advice Students are expected to refer to the following information, in conjunction with information regarding assessment at Open Colleges published in ‘Open Colleges Assessment Policy and Procedures’ available via the Open Colleges website at http://www.opencolleges.edu.au/ poli

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