Elements and Performance Criteria
- Identify appropriate communication strategies to meet the needs of clients and colleagues and build strong relationships
- Specific communication needs of clients and colleagues are identified including: ; Utilising techniques and aids; Translation and language interpreters; Cultural interpreters; Referral to specialists
- Identify areas of mistrust or conflict that may require conflict resolution
- Identify the need to include additional people including trusted friends, case workers, family members or adults
- Conduct effective communication with clients and staff
- Selection from a range of appropriate communication strategies is made and employed to
- Establish rapport
- Exchange information
- Facilitate resolution of issues
- Defuse potentially difficult situations
- Basic counselling skills are applied where appropriate to provide a brief intervention
- Interviews are conducted according to established procedures
- Feedback and advice is given in a way which reflects current identified good practice
- Due regard to individual differences, needs and rights is shown in communicating with clients and colleagues
- Referrals to other staff or specialist services are made as appropriate to ensure duty of care responsibilities are met in situations where break downs in communication occur
- Enquiries are responded to in a manner that promotes achievement of mutual outcomes
- Differences in views are respected and considered in a way that values and encourages the contributions of others
- Contribute to the development of effective communication strategies
- Strategies are implemented to check on the effectiveness of communication with clients and colleagues
- Established channels of communication are reviewed regularly to ensure clients and co workers are informed of relevant information in a timely way
- Coaching in effective communication is provided to colleagues and clients as required
- Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met
- Represent the organisation to a range of groups
- Apply specific communication techniques to assist in resolving conflict
- Strategies are put in place to develop a trusting relationship that will enable facilitation of conflict resolution
- Specific mediation processes are applied that enable individual issues to be identified and stories heard, and exploration and validation of the history of the conflict
- Agreement is sought on processes to be followed to resolve conflict within scope of own abilities, skills and work role
- Referral to conflict resolution and mediation is made as appropriate
- Verbal communication skills are utilised to assist in resolving any conflict
- Implement mechanisms that facilitate group discussions
- Opportunities are provided to fully explore all relevant issues
- Strategies which encourage all group members to participate equally are used routinely including seeking and acknowledging contributions from all members
- Objectives and agendas for meetings and discussions are routinely set and followed
- Relevant information is provided to groups as appropriate to facilitate outcomes
- Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties
- Strategies are implemented to ensure the specific communication needs of individuals within the group are identified and addressed