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Elements and Performance Criteria
Performance Evidence
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:
organisation communication policies and protocols different communication styles and techniques, and how they impact on interpersonal communication, including:strategies for effective interpersonal communicationperson centred and rights based approachescross-cultural communication protocolsnon-verbal communication cuesgroup processes and dynamicsmotivational interviewing versus coercive approachcollaboration versus confrontationcommunication strategies to:build and maintain relationships and trustfacilitate workplace meetingsnegotiate for optimal outcomesdeliver business presentationsaddress barriers solve problems and resolve conflicttypes of interpretation and translation services specific to the client group, and how to access themfactors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandingsprofessional relationship boundariesdigital media and use in community services and health sector, including:webemailsocial mediapodcast and videostablets and applicationsnewsletters and broadcastsintranetwritten correspondence protocols and style guides, including letters, emails, minutes, case notes, reports