Assessor Resource

HLTAMBFC402C
Communicate in complex or difficult situations

Assessment tool

Version 1.0
Issue Date: March 2024


Unit outcomes include conveying complex information (e.g. to members of nursing, allied medical, paramedical or emergency services), communication with clients, carers, relatives, bystanders or members of the public where there is a language, social, cultural or religious barrier or physical disability and communication in situations where there is an obstructive emotional disturbance

Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices

This unit involves communication where there are special difficulties in conveying or receiving information in the context of providing health care services

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Pre-requisite unit

This unit must be assessed after successful achievement of pre-requisite:

HLTAMBFC301C Communicate with clients and colleagues to support health care


Employability Skills

This unit contains Employability Skills




Evidence Required

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.

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Evidence must include observation of performance in the work environment or in a simulated clinical work environment and under the normal range of clinical environment conditions.

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Observation must include:

communication under pressure

interpersonal interaction in a variety of complex or difficult work situations

communication relating to client care

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required 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 knowledge of:

Effective communication techniques appropriate to communication requirements of specific job role.

Standard operating procedures applying to identified situations with complex communication needs, such as emergency situations.

Any relevant existing communication codes and systems

Confidentiality and privacy requirements

Operating requirements relating to local communication equipment

Roles of relevant allied health personnel.

Counselling resources available locally

Legal framework for practice

Relevant national professional standards

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:

Use advanced oral communication skills (language competence) required to fulfil job roles as specified by the organisation, including:

using interviewing techniques (may involve using interpreters)

asking questions

active listening

asking for clarification and probing as necessary

negotiating solutions

acknowledging and responding to a range of views

Operate relevant communication equipment

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

Use problem solving skills, including an ability to use tools and techniques to:

solve problems

analyse information and

make decisions that require discretion and confidentiality

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Modes of communication may include, but are not limited to:

Oral and written communication

Use of interpreters

Sign language

Use of personnel with special communication skills

Written and oral communication should:

Avoid unnecessary jargon

Conform with organisation policy and procedures

Focus on the receiver's needs

Keep stakeholders informed

Oral communication may include, but is not limited to:

Answering requests and enquiries

Questioning, clarifying and confirming information

Conveying instructions, descriptions and explanations

Consulting and advising

Written communication may include, but is not limited to:

Reports

Client care documentation

Correspondence

Communication equipment may include, but is not limited to:

Radio

Telephone

Computer

Fax

Pager

Mobile data terminal

Barriers to effective communication may include, but are not limited to:

Language difficulties

Differing terminology/jargon

Hearing difficulties

Speech impediments

Religious, social or cultural factors

Emotional state

Complex information may include, but is not limited to:

Client condition and implications

Specific health care requirements

Specific health care equipment

Incident history

Emergency procedures

Human resources requirements

Complex or difficult situations may include:

Situations involving people under stress, such as:

post suicide clients

drug and alcohol affected people

disabled people

hearing impaired

personal threat

aggression

anger

grief and loss

Emergency and crisis situations involving:

trauma

death

potential danger for those involved

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Convey complex information clearly and accurately 
Monitor recipient's understanding of information and adjust the mode of communication according to the needs of the situation 
Ensure the interaction is consistent with the urgency of the situation and in accordance with relevant organisation policies and procedures 
Convey information clearly and clarify readily when necessary 
Communicate care requirements clearly and in a manner that reflects an appropriate level of authority 
Seek direction, advice and assistance when required and follow as appropriate to the situation 
Ensure information conveyed is timely and in accordance with the needs of the situation 
Recognise any difficulties in communication and resolve using appropriate communication skills and techniques 
Clarify and respect role and authority of allied personnel involved in the situation 
Detect any barriers to effective communication by continuous monitoring of the situation 
Identify, clarify and confirm situation needs using appropriate communication skills and techniques 
Identify early signs of potentially complex or difficult situations 
Ensure actions are in accordance with relevant health organisation policies and procedures 
Observe discretion and confidentiality and treat clients, members of the public and allied personnel with respect at all times 
Treat individual situations/problems in a caring but firm manner combining sensitivity and openness with a confident, reassuring manner 
Ensure interaction is consistent with the urgency of the situation presented and in line with relevant policies and procedures 
Deal with conflict (and potential for conflict) in a manner that prevents escalation 

Forms

Assessment Cover Sheet

HLTAMBFC402C - Communicate in complex or difficult situations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

HLTAMBFC402C - Communicate in complex or difficult situations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: