Application
This unit describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.
This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element |
1. Communicate with clients and co-workers | 1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues 1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights 1.3 Represent the organisation appropriately and in accordance with communication policies and protocols 1.4 Provide information to clients and service providers in accordance with communication policies and protocols |
2. Address communication needs | 2.1 Recognise and support communication needs of clients, colleagues and external networks 2.2 Facilitate access to interpreter and translation services as required 2.3 Identify and address problems and communication barriers 2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements 2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks |
3. Facilitate meetings | 3.1 Develop an agenda and list of invited participants in consultation with appropriate people 3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols 3.3 Contribute to and follow objectives and agendas for meeting 3.4 Provide opportunities to fully explore all relevant issues and provide relevant information 3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members 3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed 3.7 Facilitate the resolution of conflict between participants 3.8 Minute or record meeting in accordance with organisation requirements 3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement |
Evidence of Performance
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:
obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately
prepared 3 types of written correspondence in accordance with organisation communication protocols
facilitated resolution of 1 difficult situation with a client, colleague or service provider
facilitated 1 meeting around a workplace issue
Evidence of Knowledge
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 communication
person centred and rights based approaches
cross-cultural communication protocols
non-verbal communication cues
group processes and dynamics
motivational interviewing versus coercive approach
collaboration versus confrontation
communication strategies to:
build and maintain relationships and trust
facilitate workplace meetings
negotiate for optimal outcomes
deliver business presentations
address barriers
solve problems and resolve conflict
types of interpretation and translation services specific to the client group, and how to access them
factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings
professional relationship boundaries
digital media and use in community services and health sector, including:
web
social media
podcast and videos
tablets and applications
newsletters and broadcasts
intranet
written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
modelling typical workplace conditions, including:
interactions with clients and co-workers from a range of diverse backgrounds
facilitation of groups of at least 3 people
typical workplace reporting processes
interpreter and translation services where required
use of digital media
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |