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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. Plan an interview
   • Negotiate and confirm purpose and objectives of interview with involved parties.
   • Check and confirm all relevant information from different information sources.
   • Select a comfortable interview location that provides privacy and the confidence to speak freely.
   • Notify the necessary participants of the venue, time and objectives of the interview.
2. Conduct an interview
   • Use interview techniques appropriately and document outcomes in required format.
   • Use communication methods that encourage cooperation and the honest exchange of information relevant to the purpose of the interview.
   • Deal constructively with negative responses and manage conflict.
   • Adapt communication methods to suit individual needs.
   • Observe behaviour and responses and use questioning to determine moods, emotions and areas of concern.
   • Take appropriate action according to observed behaviour and responses.
   • Give support to people being interviewed to encourage them to manage their own issues and take personal responsibility.
3. Implement decisions
   • Determine what the key issues and concerns are, what action needs to be taken and refer those involved to relevant support people and agencies.
   • Deliver responses which are consistent with the nature of the issues and concerns and the degree of urgency and possible risk of harm.
   • Give responses and feedback that help achieve the purpose of the interview to key people.
   • Check reactions and responses and give suitable encouragement or direction to reinforce options for support and positive progress.
4. Plan an interview
   • Negotiate and confirm purpose and objectives of interview with involved parties.
   • Check and confirm all relevant information from different information sources.
   • Select a comfortable interview location that provides privacy and the confidence to speak freely.
   • Notify the necessary participants of the venue, time and objectives of the interview.
5. Conduct an interview
   • Use interview techniques appropriately and document outcomes in required format.
   • Use communication methods that encourage cooperation and the honest exchange of information relevant to the purpose of the interview.
   • Deal constructively with negative responses and manage conflict.
   • Adapt communication methods to suit individual needs.
   • Observe behaviour and responses and use questioning to determine moods, emotions and areas of concern.
   • Take appropriate action according to observed behaviour and responses.
   • Give support to people being interviewed to encourage them to manage their own issues and take personal responsibility.
6. Implement decisions
   • Determine what the key issues and concerns are, what action needs to be taken and refer those involved to relevant support people and agencies.
   • Deliver responses which are consistent with the nature of the issues and concerns and the degree of urgency and possible risk of harm.
   • Give responses and feedback that help achieve the purpose of the interview to key people.
   • Check reactions and responses and give suitable encouragement or direction to reinforce options for support and positive progress.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

using the following communication techniques:

listening

questioning to confirm understanding and elicit information

reflecting and summarising

establishing rapport

negotiating

remaining calm in difficult and uncertain situations

making relevant referrals and responses

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisational policies and procedures related to conducting and documenting interviews

principles and methods of effective interviewing

principles of managing conflict

contingencies for unexpected behaviour and responses

discriminative language

barriers to effective communication

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