John is worg for an agency that provides services to diverse groups, such as Islamic people, Aboriginal and Torres Strait Islander peoples, Chinese people and Korean people. Part of his role is to promote diversity and inclusiveness in the workplace. One of his colleagues, Michelle, comes to John one day to report that she can no longer work with one of the male clients, Hung. Hung is Chinese, and according to Michelle, he is rude and dismissive towards her and refuses to participate in any of the activities Michelle organises. Michelle has asked for a transfer. John thinks it is a good idea to consult Hung about the situation. When he does, he learns that Hung does not understand Michelle’s strong Australian accent. When John speaks to the referring agency, he also learns that Hung has learning difficulties and concentration difficulties, which cause him to be easily irritable and become distressed.

Q1- Identify the verbal and nonverbal communication John should use to establish, develop and maintain effective relationships, mutual trust and confidence with Hung and Michelle.

Q2 – What strategies should John use to communicate in the most efficient way possible to address the language barrier? List at least six strategies in your answer.

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