Google Links

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. Performance criteria specify the performance needed to demonstrate achievement of the element
3. Establish professional relationship with the client
   • Establish relationship within appropriate professional boundaries
   • Build trust and respect through use of effective communication techniques
   • Identify and respond to client special needs
   • Communicate in ways that take account of cultural considerations
   • Exercise discretion and confidentiality
4. Manage client interactions
   • Use a collaborative and person centred approach when working with clients
   • Use motivational interviewing as a basis for client interactions
   • Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions
   • Support the client to identify and articulate key information that supports the provision of service
   • Encourage clients to voice queries or concerns and address these appropriately
   • Respond to difficult or challenging behaviour using established techniques
   • Maintain professional integrity and boundaries at all times
   • Work within scope of role and identify and respond to situations where interactions suggest the need for client referral
5. Provide effective responses to client enquiries
   • Select the most appropriate mode of communication for the information being provided
   • Use language and terminology that the client will understand
6. Present information clearly and with sufficient detail to meet client needs
   • Confirm with client that the information has been understood and address any unresolved issues

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:

established and managed client relationships and boundaries appropriately during the provision of services to 3 clients

developed responses to 3 different situations involving difficult or challenging behaviour

---

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:

legal and ethical considerations for establishing and managing client relationships and how these are applied:

privacy, confidentiality and disclosure

human rights

work role boundaries including:

responsibilities and limitations

appropriate sexual, physical and emotional boundaries

use of enquiry only as appropriate and necessary

awareness of potential client transference

staying within area of expertise

modes and techniques for effective communication, including:

active listening, questioning, clarifying, advising

empathy, trust and respect

appropriate verbal and non-verbal communication

use of communication aids

tone and presentation

role of motivational interviewing during client interactions to facilitate:

client support

case taking

negotiation with client

education of client

information giving

techniques for motivational interviewing:

attending skills, use of body language

paraphrasing

reflecting feelings

open and closed questioning or probing

summarising

reframing

exploring options

normalising statements

barriers and influences on communication and ways to respond:

language

culture

religion

emotional state

disability

health

age

presence of children and/or spouse

techniques for dealing with difficult communication situations:

managing emotions

defusing anger

clarifying the issues

maintaining composure and professional attitude

providing support

seeking assistance

types of information that may be provided to clients as relevant:

appointment details, directions

costs and payment options

client options, service information, referral details

general health and self care information

service provider credentials or information

---