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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 effectively with people
   • Use verbal and non-verbal communication to enhance understanding and demonstrate respect
   • Communicate service information in a manner that is clear and easily understood
   • Confirm the person’s understanding
   • Listen to requests, clarify meaning and respond appropriately
   • Exchange information clearly in a timely manner and within confidentiality procedures
3. Collaborate with colleagues
   • Listen to, clarify and agree timeframes for carrying out workplace instructions
   • Identify lines of communication between organisation and other services
   • Use industry terminology correctly in verbal, written and digital communications
   • Follow communication protocols that apply to interactions with different people and lines of authority
4. Address constraints to communication
   • Identify early signs of potentially complicated or difficult situations and report according to organisation procedures
   • Identify actual constraints to effective communication and resolve using appropriate communication strategies and techniques
   • Use communication skills to avoid, defuse and resolve conflict situations
5. Report problems to supervisor
   • Comply with legal and ethical responsibilities and discuss difficulties with supervisor
   • Refer any breach or non adherence to standard procedures or adverse event to appropriate people
   • Refer issues impacting on achievement of employee, employer and/or client rights and responsibilities
   • Refer unresolved conflict situations to supervisor
6. Complete workplace correspondence and documentation
   • Complete documentation according to legal requirement and organisation procedures
   • Read workplace documents relating to role and clarify understanding with supervisor
   • Complete written and electronic workplace documents to organisation standards
   • Follow organisation communication policies and procedures for using digital media
   • Use clear, accurate and objective language when documenting events
7. Contribute to continuous improvement
   • Contribute to identifying and voicing improvements in work practices
   • Promote and model changes to improved work practices and procedures in accordance with organisation requirements
   • Seek feedback and advice from appropriate people on areas for skill and knowledge development
   • Consult with manager regarding options for accessing skill development opportunities and initiate action

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 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

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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 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

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