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Elements and Performance Criteria

  1. Communicate effectively with clients and staff
  2. establish rapport
  3. exchange information
  4. facilitate resolution of issues
  5. defuse potentially difficult situations
  6. Contribute to the implementation of effective communication strategies
  7. Use specific communication techniques to maintain constructive interaction
  8. Facilitate discussions
  9. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
  10. closed or unreceptive attitudes
  11. mistrust or misunderstanding of people, organisations, systems and/or processes
  12. emotional states, such as fear, anger and frustration

Required Skills

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

Essential knowledge

It is critical that the candidate demonstrate knowledge of

Effective communication strategies and techniques to address barriers and build and maintain relationships

Recognition of communication styles of individuals

Basic group dynamics and facilitation of group discussion

The candidate must also be able to demonstrate relevant knowledge required to effectively perform task skills task management skills contingency management skills and jobrole environment skills as outlined in elements and performance criteria such as knowledge of

Cross cultural communication protocols

Nonverbal communication strategies

Communication techniques to maintain constructive interactions

Barriers to communication

Essential skills

It is critical that the candidate demonstrate the ability to

Provide evidence that all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives

Use strategies to meet particular communication needsdifficulties

Address individual issues in a timely way and in a manner which maintains the integrity of the individual

Know when to provide referrals to conflict resolution and mediation

In addition the candidate must be able 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

These include the ability to

Apply a full range of communication techniques including

reflective and active listening respectful responding empathy feedback and rapport

addressing communication barriers through application of a range of strategies

recognition of nonverbal triggers

clarification of boundaries of work role

Apply oral communication skills required to fulfil job roles as specified by the organisationservice

skills in asking questions providing clear information listening to and understanding workplace instructions and clarifying workplace instructions when necessary

serviceorganisation may require competence in English or community language depending on client group

Evidence Required

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 unit of competency

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

This unit will be most appropriately assessed in a work context or in simulated work environment and under the normal range of work conditions

Assessment is recommended to be on more than one occasion and must include the range of clients who access the service

Access and equity considerations

All workers in community services should be aware of access equity and human rights 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 issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on 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 Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment

Assessment may include observation questioning and evidence gathered from the workplace andor simulated work environment including written work


Range Statement

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.

Communicate effectively includes:

Effective use of questioning, speaking, and listening and non-verbal communication techniques

Identifying and evaluating what is occurring within an interaction in a non-judgemental way

Making decisions about appropriate words, behaviour, posture

Using clarifying, summarising questions

Putting together a response that is culturally appropriate

Expressing an individual perspective

Expressing own philosophy, ideology and background and exploring the impact of this on the communication

Exploring and unpacking problems

Using active and reflective listening appropriately

Providing sufficient time to enable stories to be told

Providing summarising and reflective responses in conflict situations

Confirming that required information is accessed or message communicated

Non-verbal communication includes:

Gestures

Posture

Facial expression

Interviews may include:

Discussion of staffing issues

Routine information collection

Maintaining confidentiality

Evidential-based

Non disclosure

Disclosure

Established procedures may refer to:

Commonwealth and State legislation

International conventions relating to the rights of individuals

Organisation policy and procedures

Relevant program standards

Duty of care and ethical practice

Presentation of information includes:

Clarity

Appropriate sequencing

Delivery within an appropriate time

Utilising media to enhance presentation, if appropriate

Addressing audience needs

Opportunities will include:

Allowing sufficient time to hear individual stories

Encouraging a full exploration of issues

Encouraging validation of individual issues

Additional parties may include:

Trusted friends

Case workers

Family members

Nominated adults