CHCCS411C Work Effectively in the Community Sector

#4Attributes & Skills of Community Workers;

Reflective Practice in the Community Sector

Lesson Outline

• Personal skills and attributes needed as a Community Worker.

• Effective communication skills for working in the Community sector & their importance.

• Understand the terms: Person-centred approach & Reflective practice.

Community Work Population

The core of community work is working with:

• Clients

• Colleagues

• Families

• Whole Communities

Attributes of Community Workers

To work in the Community you need to:• Enjoy assisting people

• Be able to work independently

• Be able to work in cooperation with others

• Be able to relate to people effectively and patiently• Brainstorm: What skills will you need to work well in

the community sector?

Skills needed for Community Workers

• Able to manage and help resolve conflict• Able to understand the issues and interests of the

communities involved• Have a nonjudgmental attitude• Able to communicate effectively with a wide range of people• Good planning and organisational skills• Sense of responsibility• Able to deal with conflict in stressful situations• Commitment to human rights and social justice• Good oral and written communication skills• Initiative

Community Workers Assisting the Community

As a Community worker you may assist community groups in a number of ways these could include:

• Planning • Developing • Maintaining • Evaluating community resources • Devising programs and support networks

Important reasons why Community workers need to communicate effectively

• Communication is important in providing services

that are empowering for clients and communities

and are person-centred.

• Community workers must respond according to a

person’s preferences, culture, disabilities and other

communication needs.

Micro and Macro Levels of communication

• Micro (Smaller systems)• Handover• Progress notes• Communication books• Emails• Meeting minutes

• Macro (Larger systems)• Mission statements/ values/ goals• Advertising and promotional materials• Community interactions and education• Policy analysis• Program planning and development

Effective Communicators Provide…

To be an effective communicator, provide:

• Respectful communication• Person-centered communication• Empowering communication• Responsive communication• Culturally aware communication

Activity 1: Youtube video: Assertiveness - Tips for being assertive & saying 'No' http://www.youtube.com/watch?v=SZynhvBShqU

Activity 2: Communication Styles Handout

Communicating effectively

Summary of 3 modes of communication: Aggressive, Passive, Assertive.

Aggressive communication focuses on achieving your own way often at the cost of the other person.

Passive communication gives in to the other person and you don’t really put across your own opinions.

Assertive communication respects the rights and needs of both you and the other person communicating

Respectful communication involves:

Not placing blame on others

Using the word ‘I’ instead of ‘you’. eg: ‘I feel angry’ rather

than: ‘You make me angry’

Not agreeing to please or keep the peace

Not exaggerating using words like always or never

Admitting mistakesYoutube video: Lauren Mackler at Harvard Business School - Managing Conflicthttp://www.youtube.com/watch?v=HZOVWzKzpNg&feature=related

Person-Centred Approach

Definition: A person-centred approach is one that focuses on responding to the whole person in his/her entirety

Addressing the individual’s needs in these ways:

• Socially• Psychologically• Spiritually• Religiously • Emotionally

Person-Centred Approach

How to ensure you work with a Person-Centred approach:

• Putting people and carers at the centre of service delivery

• Obtaining the person’s consent to examine, treat or work with them

• Including people in decision-making relating to their care

• Involving people in discussions about service delivery options

• Listening to and addressing complaints within scope of own work role

Youtube video: An introduction to Person Centred Therapy http://www.youtube.com/watch?v=Qpfm5sY0OX0&feature=relmfu

Case Study - Person-Centred Approach

• When the person is a child or young person, service delivery strategies may need to be modified to ensure child safety and provide a child friendly, supportive environment

Activity:• Discuss how you would care for an Islamic female in

the community who spoke very little English.• What factors would you need to consider?Example: Food, religion, clothing, gender care (male or female) interpreter, etc

Case Study - Person-Centred Approach

Suggested answers:• Increase your knowledge about her particular

culture, religion etc.• Ask if she is happy to use an interpreter and make

sure there is an appropriate match of ethnicity with interpreter if possible (and preferred by client)

• Ask if she would prefer a female interpreter• Communicate using signs, visuals, gestures as

appropriate • Ask if she prefers to work with a female worker • Inform her of prayer spaces available if any

Case Study - Person Centred Approach

• Be aware that she may prefer to discuss decisions with her family first before giving a final answer

• Halal food requirements if catering required• Socialising informally with males maybe seen as

inappropriate

• Enquire whether private space is needed if involved in activities (separate from males)

Reflective Practice

What is Reflective Practice?• Contextual and situational enquiry• Practice skill that is anchored in theoretical, contextual and

ethical understandings• Ability to conceptualise and analyse with the willingness to

examine assumptions underpinning an individuals practice in order to improve it

• Process- where judgement, discretion and intuitive understanding of the context and situations can be deconstructed and analysed

• Allows reflection on these relationships “in action or practice”Youtube video: Reflective Practice - feedback from peers and learnershttp://www.youtube.com/watch?v=YmgJJrxOtaA

Reflective Practice

• Concerned with – Why?– Reasons for..– Consequences of what we do– Conscious attention– Self evaluation and continuous improvement

• Focuses on personal experience of practitioner• Hunts out assumptions• Uncovers “Blind Spots”• Provides platform for critical analysis of our work practicesReflection Activity: given by your educator

Reflective Practice

– Self: Journaling, critical reflection, supervision– Supervision: Seeking feedback, supervision notes– Peers: Seeking advice from appropriate people, open and

evaluative feedback

– Can you think of any other opportunities?

Best Opportunities for reflection

Meetings “Good enough” case Negative experienceHarm Feelings Critical IncidentsRisk Conflict Crisis

References •An introduction to Person Centred Therapy, online video, accessed 27 May, 2012. http://www.youtube.com/watch?v=Qpfm5sY0OX0&feature=relmfu• Assertiveness - Tips for being assertive & saying 'No‘, online video, accessed 28 May,

2012. http://www.youtube.com/watch?v=SZynhvBShqU• Bogutz & Gordon - Legal Issues for Mental Health Care Treatment, online video,

accessed 28 May, 2012. http://www.youtube.com/watch?v=lmzOmdLpzyg&feature=related

• Building Stronger Communities through Stronger Community Organisations, Our Community.com.au, Policy Bank, West Melbourne, accessed 20 July, 2012, date site last updated not disclosed http://www.ourcommunity.com.au/boards/boards_article.jsp?articleId=1453

• Building Stronger Communities through Stronger Community Organisations, Our Community.com.au, Access & EquityPolicy, West Melbourne, accessed 13July, 2012, date site last updated not disclosed

• www.ourcommunity.com.au/files/boards/Access_&_Equity_Policy.doc• Chenoweth L & McAuliffe D 2011 The road to social work & human service practice, 3rd

edn.,Cengage Learning Australia. • Corey G, Corey MS & Callanan P 2011 Issues and ethics in the helping professions, 8th

edn., Cengage Learning: Brookes/Cole , United States.

References• David Batstone: Unethical Behavior at Work?, online video, accessed 28 May, 2012.

http://www.youtube.com/watch?v=l-nz0kojLv8&feature=related• Dept. of Communities, Child Services & Disability Services, 2012, Queensland Government,

What is Child Abuse?, accessed 22 July, 2012, http://www.communities.qld.gov.au/childsafety/protecting-children/what-is-child-abuse

• Geldard D & Geldard K 2011 Basic personal counselling : a training manual for counsellors, 7th edn., Frenchs Forest, N.S.W.Pearson,Sydney.

• Kenny S 2011 Developing communities for the future, 4th edn., Cengage Learning Australia.• Lauren Mackler at Harvard Business School - Managing Conflict, online video, accessed 28 May,

2012. http://www.youtube.com/watch?v=HZOVWzKzpNg&feature=related• Maidment J & Egan R (eds) 2009 Practice skills in social work & welfare, 2nd edn., Allen & Unwin,

Australia. • Managing Values Across Cultures, online vuideo, accessed 29 May, 2012.

http://www.youtube.com/watch?v=4DSV1NUGS3o• McDonald C, Craik C, Hawkins L & Williams J 2011 Professional practice in human services

organisations, Allen & Unwin, Australia. • Nick Manning , 2005, YAPA (Youth Action & Policy Association), Surry hills NSW, accessed 23 July

2012 NSWhttp://www.yapa.org.au/youthwork/facts/dutyofcare.php• Reflective Practice - feedback from peers and learners, online video, accessed 29 May, 2012.

http://www.youtube.com/watch?v=YmgJJrxOtaA

References

• The Meaning of Human Services, online video, accessed 30 May, 2012 http://www.youtube.com/watch?v=Q4XrBTBN2Ew

• This Could Be You: The Many Faces of Social Work, online video, accessed May 30, 2012.http://www.youtube.com/watch?v=77UGDj48oHs&feature=related

• The Universal Declaration of Human Rights. Welcome to the UN, it’s your world, 2012, New York, accessed 28 May, 2012. http://www.youtube.com/watch?v=77UGDj48oHs&feature=related

• Three Life Lessons for New Social Workers, online video, accessed May 31, 2012. http://www.youtube.com/watch?v=_b3RJbvOPtU&feature=relatedons

• Vanessa Allen - Aboriginal Community Worker, online video, accessed 29 May,2012 http://www.youtube.com/watch?v=ZHMrVlUh2Mo

• Wales this Week - Social Services Care Proceedings , online video, accessed 31 May, 2012. http://www.youtube.com/watch?v=5OOrhvWwwrw&feature=related