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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Elements define the essential outcomes
2. Communicate with clients and co-workers
   • Identify and use appropriate communication techniques to communicate with clients and colleagues
   • Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights
   • Represent the organisation appropriately and in accordance with communication policies and protocols
   • Provide information to clients and service providers in accordance with communication policies and protocols
3. Address communication needs
   • Recognise and support communication needs of clients, colleagues and external networks
   • Facilitate access to interpreter and translation services as required
   • Identify and address problems and communication barriers
   • Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements
   • Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks
4. Facilitate meetings
   • Develop an agenda and list of invited participants in consultation with appropriate people
   • Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols
   • Contribute to and follow objectives and agendas for meeting
   • Provide opportunities to fully explore all relevant issues and provide relevant information
   • Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members
   • Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed
   • Facilitate the resolution of conflict between participants
   • Minute or record meeting in accordance with organisation requirements
   • Evaluate meeting processes and identify lessons learned or opportunities for improvement

Performance Evidence

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

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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 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

email

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

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