Practice task 16

Read the case study, then answer the questions that follow.

Case study

Maddox and Gilbert work in a team that provides domestic and personal care to people with long-term health issues.

Last week the team experienced an incident involving Mr Wong, a frail aged man with terminal cancer, over a miscommunication regarding a new shower sling.

Gilbert thought that the new sling that arrived was the one he had ordered for Mr Wong. Unfortunately it was actually the sling for Mrs Hughes, even though her order was placed after the order for Mr Wong’s sling.

Gilbert informed Maddox of the new sling and Maddox went to trial it with Mr Wong. The sling was far too small and ended up causing a small skin tear on the inside or My Wong’s thigh.

Everyone was very upset about the situation and Gilbert and Maddox had a loud argument about who was at fault. Since then neither of them can be in the same room without using passive aggressive and defensive behaviour.

There are two questions.