Question

Working as the administrative support for a busy clinic one of the job roles that you are responsible for are the maintenance of IT support for the clinic. On arrival at the clinic on Wednesday morning you went to switch on the computer system and you found that a virus had infected the system and you were required to shut down the system and inform all the staff not to turn on the system till the IT person had reviewed the system and restored the programs from the backup system. Ringing the IT consultant that provided these services for the clinic you found that Mr. Singh™s brother was currently in the office as Mr. Singh had already gone out on a call to another customer. Mr. Singh™s brother was difficult to talk to as his English was limited and he had a strong accent.

We have a virus infecting the computer and we need support immediately™

Sorry, sorry¦.virus¦.sickness?

No computer virus. I need assistance immediately as no programmes are working this morning™

Not working this morning?™

Feeling frustrated you ask one of the doctors at the clinic for assistance. The doctor responded to Mr. Singh™s brother and discovered that they came from the same region and could respond in their common language. You make a comment to the doctor that you do not understand why people do not learn the language before they come out to Australia.

Mr. Singh™s brother arrived at the clinic shortly after and you show and explain the problem to him with the computers. Mr. Singh isolated the virus and reinstalled the programmes for the clinic.

Using the Gibbs cycle of reflection complete the template provided.

Gibbs cycle of reflection

a.Description-What happened?
b.Feelings- What were you thinking or feeling?
c.Evaluation- what was good/bad about the situation?
d.Analysis-What sense can you make of the situation?
e.Conclusion- what else could you have done?
f.Action Plan- If situation arose again, what would you do?

Answer 1

a. Description

The administrative support has identified a virus has infected the computer system in the clinic. Informs the staff not to use the system until the IT department professional rectify it .So makes a call to the IT department to get their service.

b.Feeling

This situation can make one think that people in a workplace or healthcare sector should be aware of the basic language for effective communication for proper workflow

c.Evaluation

The doctor's assistance was good in the situation but the bad thing in it is the communication barrier

d.Analysis

The sense which can be made out of this situation is that development of the communication skills to establish proper information passage with multidiversity people in the workplace

e.Conclusion

The thing which could have been done is identifying a help from the clinic who can converse in the same language and explain Singh's brother about the need. So thta the Singh's brother can understand and inform his brother

f.Action

To prevent this in future it is better to develop the communication skill.The most important thing is having the personal contact numbers of the IT professionals to get in touch directly in thee types of situations.