List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element |
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1. Communicate effectively with people | 1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect 1.2 Communicate service information in a manner that is clear and easily understood 1.3 Confirm the person’s understanding 1.4 Listen to requests, clarify meaning and respond appropriately 1.5 Exchange information clearly in a timely manner and within confidentiality procedures |
2. Collaborate with colleagues | 2.1 Listen to, clarify and agree timeframes for carrying out workplace instructions 2.2 Identify lines of communication between organisation and other services 2.3 Use industry terminology correctly in verbal, written and digital communications 2.4 Follow communication protocols that apply to interactions with different people and lines of authority |
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3. Address constraints to communication | 3.1 Identify early signs of potentially complicated or difficult situations and report according to organisation procedures 3.2 Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques 3.3 Use communication skills to avoid, defuse and resolve conflict situations |
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4. Report problems to supervisor | 4.1 Comply with legal and ethical responsibilities and discuss difficulties with supervisor 4.2 Refer any breach or non adherence to standard procedures or adverse event to appropriate people 4.3 Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities 4.4 Refer unresolved conflict situations to supervisor |
5. Complete workplace correspondence and documentation | 5.1 Complete documentation according to legal requirement and organisation procedures 5.2 Read workplace documents relating to role and clarify understanding with supervisor 5.3 Complete written and electronic workplace documents to organisation standards 5.4 Follow organisation communication policies and procedures for using digital media 5.5 Use clear, accurate and objective language when documenting events |
6. Contribute to continuous improvement | 6.1 Contribute to identifying and voicing improvements in work practices 6.2 Promote and model changes to improved work practices and procedures in accordance with organisation requirements 6.3 Seek feedback and advice from appropriate people on areas for skill and knowledge development 6.4 Consult with manager regarding options for accessing skill development opportunities and initiate action |
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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 evidence that the candidate has:
demonstrated effective communication skills in 3 different work situations
clarified workplace instructions and negotiated timeframes with 2 colleagues
responded appropriately to 3 different situations where communication constraints were present
completed 2 written or electronic workplace documents to organisation standards
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:
legal and ethical considerations in relation to communication:
privacy, confidentiality and disclosure
discrimination
duty of care
mandatory reporting
translation
informed consent
work role boundaries – responsibilities and limitations
child protection across all health and community services contexts, including duty of care when child is not the client, indicators of risk and adult disclosure
sources of information and the application of legal and ethical aspects of health and community services work
ethical decision making and conflicts of interest
principles of effective communication, including models, modes and types
communication techniques:
open ended questions, affirmations, reflections and summaries
difference between motivational interviewing and coercive approach
difference between collaboration and confrontation
influences on communication:
language
culture
religion
emotional state
disability
health
age
potential constraints to effective communication in health and community service contexts
health and community services industry terminology relating to role and service provision
importance of grammar, speed and pronunciation for verbal communication
when and how to use and recognise non-verbal communication
structure, function and interrelationships between different parts of the health and community service system
organisation structure and different models to support optimum client service:
principles underpinning person-centred service delivery
principles of rights-based service delivery
different roles and responsibilities of team
characteristics of multi-disciplinary teams and how they are used
relationships between different members of the health and community services workforces
role of support services
links and interrelationships with other services
funding environment
digital media and use in community services and health sector, including:
web
email
social media
podcast and videos
tablets and applications
newsletters and broadcasts
intranet
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.