A. Jennie is a community service worker at the Greenways healthcare
centre. An individual with schizophrenia has recently been referred to
Jennie for ongoing support. She has met with this individual on a couple of
occasions and found that they have difficulty managing their emotions,
and relating to the information that Jennie has provided. Jennie is keen to
do all that she can to maintain a sense of calmness and ensure that future
meetings are as productive as possible.
1. Identify five factors which may affect the client’s psychological
wellbeing and which Jennie to be aware of.
2. Identify five situations that could lead to a conflict.
3. Identify five techniques which Jennie could use if conflict does arise
during future meetings.
B. Natasha is a community service worker at the Primrose healthcare
centre. She has been working with an individual who has depression and
anxiety in recent times. A good level of progress has been made in
enabling the individual to cope with the effects of these conditions and
make progress in their personal lives. However, Natasha recently made a
suggestion about family support which caused the individual great
offence. The client started shouting and approached Natasha in an
aggressive manner.
1. Identify five negotiation techniques which Natasha could have used to
calm the situation.
2. Specify four communication techniques that Natasha could have used if
the individual had stayed angry or become overly aggressive.
3. If this is considered a critical incident by your organisation, kindly
identify at least three (3) procedures relevant to this.
4. Give at least three (3) examples of questions which Natasha might have
asked herself when the individual acted in an aggressive manner.
