Essential skills: It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes the ability to: Communicate with both clients and colleagues in a representative range of workplace situations and involving: adjusting communication to meet differing needs being appropriately assertive using active listening and recognising non-verbal triggers providing feedback minimising conflict and tensions Take into account opportunities to address waste minimisation, environmental responsibility and sustainable practice issues Use a range of communication methods used in the workplace e.g. oral, written notes, memos, letters, charts, diagrams Use oral communication skills (language competence) required to fulfil job roles as specified by the organisation, including: using interviewing techniques asking questions active listening asking for clarification and probing as necessary negotiating solutions acknowledging and responding to a range of views Use written communication skills (literacy competence) required to fulfil job roles as specified by organisation, including: reading and understanding incident reports and routine instructions reading and completing case management materials preparing handover reports apply literacy skills in English and/or a community language depending on the client group Use interpersonal skills, including: working with others showing empathy with client and relatives relating to persons from differing cultural, social and religious backgrounds |