Elements and Performance Criteria
- Communicate effectively with clients and staff
- establish rapport
- exchange information
- facilitate resolution of issues
- defuse potentially difficult situations
- Conduct interviews according to established procedures
- Give feedback and advice in a way which reflects current identified good practice
- Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues
- If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met
- Respond to enquiries in a manner that promotes achievement of mutual outcomes
- Respect and consider differences in views in a way that values and encourages the contributions of others
- Ensure communication represents the organisation effectively where appropriate
- Contribute to the implementation of effective communication strategies
- Implement strategies to check on the effectiveness of communication with clients and colleagues
- Facilitate access to interpretive and translation services as required
- Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way
- Provide coaching in effective communication to colleagues and clients as required
- Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met
- Use specific communication techniques to maintain constructive interaction
- Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers
- Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues
- Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised
- Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role
- Make referral for conflict resolution and mediation as appropriate
- Facilitate discussions
- Provide opportunities to fully explore all relevant issues
- Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members
- Routinely contribute to and follow objectives and agendas for meetings and discussions
- Provide relevant information to groups as appropriate to facilitate outcomes
- Evaluate group communication strategies to promote ongoing participation of all parties
- Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed
- Identify communication strategies to build relationships with clients who are involuntary or present communication challenges
- closed or unreceptive attitudes
- mistrust or misunderstanding of people, organisations, systems and/or processes
- emotional states, such as fear, anger and frustration