Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
CHCMGT005
FACILITATE WORKPLACE DEBRIEFING AND
SUPPORT PROCESSES
ASSESSMENT
DIPLOMA OF COMMUNITY SERVICES
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Final assessment tasks
Part A – Questions
Question 1 What is the difference between chronic stress and acute stress? List one possible impact of
each.
Answer - Chronic stress : arises from long time of pressure and on-going that make the life
is difficult to live
- Acute stress : from sudden onset injury , happen in quick when we do not prepare
and short time
Marking q Satisfactory q Unsatisfactory
Question 2 How might you recognise that a worker you are supervising is experiencing stress and
burnout? Describe the support you could provide to ensure the worker fulfils their duty-of-
care obligations. Refer to two effective communication skills in your answer.
Answer - Recognise stress by: look my worker sad, exhausted, they do not want to do
anything even talking.
- Recognise burnout by: they look wost than stressed, stop being social, they
cannot work or sleep, unwell physical.
- I will show my empathy likes talk to the worker and ask what was happened, I also
use my listen skill to hear their problem. Otherwise, referral to a counsellor.
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Question 3 Describe two impacts of grief, and what a work team could do to prepare for grief and
bereavement in their line of work.
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Answer Grief affects everyone who have someone important pass away in their life or they lose
something important. They will be affect by sad and loneliness.
A work team could do to prepare for grief and bereavement in their line work :
- Try to be encouraging on a daily basis.
- Remember that even walking through the door can be huge effort for a bereaved
person
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Question 4 List two stress disorders that may result in being exposed to violent or threatening
behaviour, one preventative measure and one intervention that has been found effective in
response to this impact.
Answer Two stress disorders : Trauma and Post traumatic stress disorder
- PTSD :
Preventative : see a professional counsellor to debriefing, training
Intervention : give them a break
- vicarious traumatisation:
Preventative : referred to professional trauma specialists
Intervention : Take them relax, go Holiday
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Question 5 Provide an example of a debriefing model used by WHO and examples of its benefit to
people experiencing trauma.
Answer Psychological First Aid (PFA)
- Provides practice care and support that does not intrude
- Help people to address basic needs (food, water, information…)
- Protect people from further harm
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Question 6 What are the four components common to psychological debriefing?
Answer - Educating individuals about stress reactions and how to cope with them
- Assuring participants that stress reactions normal
- Helping affected persons to process and share their emotion
- Providing information about and opportunity for further intervention if
needed
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Question 7 List two guidelines that organisational protocols may provide when you are planning and
preparing for a debriefing.
Answer - The model of debriefing model: All the debriefing model is not the same
people will know what debriefing fit in which situation
- The budget for debriefing sessions: We have to know how much we need to
spend on the debriefing
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Question 8 How soon should debriefing occur after an incident? Explain your reasons.
Answer The debriefing occur after an incident should be reviewed as soon as possible. Because
we will miss a chance to can help the service prevent the incident and manage the
behaviour or reactions of the staff better in the future, if we review late. The important
information might not collect or enough, the staff also can forget about the information of
incident.
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Question 9 Explain two methods for facilitating open discussion when conducting a debriefing and two
techniques for making the environment safe for discussion.
Answer Two method of facilitating open discussion when conducting a debriefing are listed
below:
- Encourage people to talk about the facts first
- Recognise the different ways of responding crisis
Two techniques for making the environment safe for discussion :
- Give them trust and respect
- Group rules
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Question 10 Provide an example of a technique that can be used during debriefing that will encourage
the exploration and reflection of emotions related to the incident.
Communication techniques that can be used during debriefing that will encourage the
Answer
exploration and reflection of emotions related to the incident like talking about ideas to
cope with it but is not switching off the emotion.
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Question 11 Explain the coping strategy that people commonly use for switching off their emotions.
Explain the effectiveness of this technique.
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Answer The coping strategy that people commonly use for switching off their emotions is keeping
busy so they don't have to think about what was happened. Help them delay the problem
and stress later and they can become crazy because accumulative builds up Mental Health
Problem. These are make them miss a chance to deal with the issues.
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Question 12 Explain the concept of risk management as it relate to critical incidents at work.
Answer Risk management is all about minimising the risk though:
- Prevention
- Training and workshops to raise awareness about risk monitoring
- Signs (administrative)
- Containment (contain the hazard)
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Question 13 Identify three organisational policies and procedures or protocols that may be relevant to
crisis procedures.
Answer 3 crisis procedure:
- Make an emergency before hand
- Periodically check the alert available
- Trained staff and prepare relevant policies
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Question 14 What does the Fair Work Act 2009 (Cth) say in relation to dispute resolution? List the first
two stages in a dispute resolution process.
Answer The Fair Work Act (2009) requires any organisations of any agreements set out of
procedures to resolve the dispute between the employers and employees. IT is the Fair
Work Commissions or an independent person to settle the dispute
First two stage of dispute
- First stage: Staff meeting with supervisor
- Second stage: Staff meeting with the senior manager
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Part B – Case study questions
Read the case study, then answer the questions that follow.
Case study (questions 1–6)
Due to government funding cuts, many child protection notifications go unallocated and many caseworkers in
the child protection system feel overwhelmed by their caseloads. Mary supervises a diverse team of child
protection workers. Her organisation has had a high turnover of staff recently and she wants to assist them to
manage their stress.
CS Question 1 Identify two physical and two behavioural indicators of significant issues relating to stress
and emotional wellbeing that Mary should be alert for in individual team members.
Answer Behavioural Indicators:
- Loss of confidence. Indecisiveness
- Emotional responses
Physical symptoms:
- Constant tiredness
- Difficulty sleeping
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CS Question 2 What responsibility does Mary have in relation to communicating with staff about personal
performance? What would be the intended effect of this?
Answer Ensure that workers receive clear guidelines regarding the standards required for the
personal performance.
The intended effect of this should be:
- Punctuality, honesty and integrity
- Appearance
- Interaction with children
- Relationships with families
- Teamwork
- Service goals
- Professional development and advancement
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
CS Question 3 Explain a responsibility that Mary has to her staff regarding their understanding of legal
requirements, and explain an ethical principle her team should follow when managing
complex ethical issues and dilemmas.
Answer Assisting your colleagues to improve their understanding of requirements and how to apply
them will help avoid unnecessary stress in your team due to a lack of clarity and also help
prevent incidents due to behaviours of concern
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CS Question 4 Identify three actions Mary can take to support individual staff members to manage stress.
Answer - Get enough sleep and in a proper sleep routine
- Make a rule about what time you finish and start work. Stick to it
- Take social action in a form that makes you feel potent – donate, write
letters, join protests
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CS Question 5 If Mary’s team includes staff with diverse needs, what are two workplace practices she
could adopt to accept and identify the diverse needs of these colleagues?
Answer - Cultural competence: Cultural competence is commonly defined as a set of
congruent behaviours, attitudes and policies that enable professionals to
work effectively in cross-cultural situations. To demonstrate cultural
competence you need to have a clear idea of what constitutes culture and
difference
- Beliefs and values: Be aware of how specific religious or spiritual beliefs and
value systems can influence behaviour and practice
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Marking q Satisfactory q Unsatisfactory
CS Question 6 Explain one way in which Mary could use organisational or national performance standards
to assess and report on staff stress and emotional wellbeing.
Answer The most effective way to approach stress management in the workplace is to take holistic
approach, where organisational factors that can contribute to psychological injure are also
addressed. Using management standards can help to monitor an organisation’s approach to
managing stress and workplace wellbeing
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Read the case study, then answer the questions that follow.
Case study (questions 7–10)
Mohamed is relatively new to his role, which involves providing support and supervision to a team of workers
who provide support to homeless young people. His role is demanding because his team supports people with
complex needs in an environment where accommodation is expensive and demand exceeds supply. Mohamed
find it hard to switch off from his responsibilities on the weekend. He wants to work as effectively as possible
and decides to monitor his own performance.
CS Question 7 What are two sources of information that Mohamed can use to inform his self-assessment
and reflective behaviour strategies?
- Critical reflection: should involves an ongoing process of reflection and change as
Answer
he adapt his ideas and behaviours in light of his reading, listening and thinking.
- Self-evaluation: involves considering and take responsibility for his actions and his
own development.
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
CS Question 8 Explain two ways in which informal and formal performance feedback are different.
Answer Formal feedback:
- Respond to specific questions, given as a result of structured encounters
- Also come in surveys or questionnaires
Informal feedback:
- Respond to negative nonverbal communication
- Observe negative or positive reactions from his colleagues and follow up
with questions to clarify his impressions
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CS Question 9 Mohamed decides to clarify the extent of his work role. Explain two sources of information
he could use to learn more about the limitations of his work role and responsibilities.
Answer - Job description: the document show your responsibilities in your work role.
- Code of practice and legislation and organisation guidelines, for clarification
of your work role when necessary.
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CS Question 10 If Mohamed did not maintain professional boundaries in relationships with his team, what
are two likely negative consequences that would affect his ability and the ability of his
colleagues to perform effectively?
Answer - Breaching confidentiality: Confidentiality may be breached is he is discussing
work-related issued outside the work environment
- Confusion over role: His colleagues may be confused about the support he
can offer. They may be seeking emotional counsel during a supervision
session when their professional development should be the focus.
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Read the case study, then answer the questions that follow.
Case study (questions 11–17)
Terry has worked at a respite home for people with disabilities for three years. It is his first night working with
Lin, a new resident who has autism spectrum disorder and a history of aggressive behaviour towards others.
Terry’s partner on the shift is Fatima, who is newly qualified in the field.
During the shift, Lin becomes agitated and starts throwing objects around the room. Fatima is scared. Terry calls
his supervisor, Tamara. Tamara tells Terry to call the police, as he is required to do in an emergency and lock
himself, Sue and Fatima in the office until the police arrive to ensure safety. The police arrive, and Lin
immediately calms down. The situation is resolved.
The following day, Tamara follows up on the incident. She soon realises that Fatima is still very upset by the
experience as she did not expect it and was very frightened. Tamara suggests a debriefing session. She explains
the procedure and potential benefits to Fatima. Fatima says she would like to have a debriefing session and asks
if Terry can come too.
CS Question 11 Provide two questioning techniques Tamara could use to encourage Fatima to explore and
acknowledge her concerns.
Answer Clarification question and following-up question
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CS Question 12 When Tamara was speaking on the phone to Terry during the crisis and needed to make a
fast assessment of what was happening, what questioning style should she have used?
What are two examples of this type of question?
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Answer She can use open-ended question and closed questions.
- Open-ended question: How was you feeling when you in that incident?
- Closed question: Will you come to the debriefing session?
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CS Question 13 What information may have helped Terry and Fatima understand the type and scale of the
risk when supporting Lin in the respite facility?
Answer That information is the risk assessment. The level of risk should be ranked. Scales of risk
include: high (possible injury ) moderate (people might sustain injuries) and low( possibility
of minor injury). Terry and Fatima will know how to respond in emergency, the better the
outcome is likely to be.
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CS Question 14 Tamara tells Fatima that if, after the debriefing, she is still feeling very distressed about the
incident then she might like a referral for some professional counselling. What referral
suggestions could Tamara make, and what benefit would be gained from this?
Answer - Doctor: may require a referral to a doctor if she has been emotional
harm.
- Psychology: provide emotional and psychological support to
individuals. This service needs referral from a medical practitioner.
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
CS Question 15 Terry feels like he would benefit from another debriefing session. Tamara suggests that he
uses the organisation’s employee assistance program (EAP) and also suggests he can speak
to another staff member who has had a similar experience. What can these two support
options offer Terry?
Answer EAPs provide confidential online or face-to-face counselling to support employee’s
wellbeing and also conflict resolution services are commonly available in an EAP.
- Clinical referral
- Trauma specialists
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CS Question 16 How would the questioning in a debriefing be different if the situation had resulted in
trauma for Fatima?
Answer Tamara can use following-up question and clarification question to have more information
from Fatima’s trauma. Because information from trauma can’t use open-ended question
and closed question to have information from it.
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CS Question 17 If Fatima did not want to work with Terry after the incident, what dispute resolution process
should be employed by Tamara to handle the dispute?
Dispute resolution process
Answer
- Employee meet with supervisor
- Employee meets with the senior management
- Employee meets with senior nation officer within the organisation
- The matter is referred to the Fair Work Commission
Marking q Satisfactory q Unsatisfactory
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
Read the case study, then answer the questions that follow.
Case study (questions 18–23)
Monika is a youth support worker who has been providing support to Bill for two years. Bill has recently entered
the community after having been in detention for robbery. Recently, Bill’s behaviour has changed and there was
an incident where he made a verbal threat towards Monika, telling her he wanted to hurt her.
Monika tells her supervisor, Adam, about the incident and recent change in Bill’s behaviour and the effect it has
on her. He arranges for a debriefing session with Monika because she sounds upset and says it is making her
stressed about coming to work and meeting with Bill.
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
CS Question 18 What are two benefits of Adam reviewing the outcome of the debriefing?
Answer - Understanding Monika’s incident
- To see If debriefing is working or not
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CS Question 19 What guidelines will Adam’s organisation’s policies and procedures provide in relation to
record-keeping following a debriefing?
Answer The Work Health and Safety Act (2011) provides details of which incidents are serious and
therefore “notifiable” by the organisation or a person with identified responsibility to notify.
The WHS regulator organisation can provide assistance on this as required
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CS Question 20 When debriefing Monika about the critical incident involving Bill, what records should be
completed and kept by the organisation?
Answer Organisation’s policies and procedures provide guidelines about what records should be
kept, what information need to be recorded and how to write records.
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CS Question 21 If Adam wanted to identify whether his team as a whole had skill gaps relating to client-
worker protocols and professional boundaries, what measure could he take to identify this
Student name: Thi Ngoc Diep Nguyen
Student number: 1038268
Unit: CHCMGT005 Facilitate workplace debriefing and support processes
as an area of need?
- Survey
Answer
- Feedbacks from clients
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CS Question 22 After a consultation process, Adam forms a plan to support areas of need within the
organisation. What are three elements that a written proposal outlining the plan should
include?
Three elements that a written proposal outlining the plan should include:
Answer
- A description of the situation or issue
- Proposed solutions
- Steps involved in implementing these solutions
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CS Question 23 What signs might indicate to Adam that Monika is still not coping well after the incident and
debriefing?
Answer - Taking a day off
- Scare to go to work
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