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Elements and Performance Criteria

  1. Exercise effective communication techniques
  2. Convey and receive information using available modes of communication
  3. Follow routine instructions
  4. Communicate with clients
  5. Complete reports as required
  6. Present a positive image of the organisation to the public

Required Skills

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

Essential knowledge

The candidate must be able to demonstrate essential knowledge required 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

This includes knowledge of

Principles of effective communication

Dealing with cultural diversity

Referral processes of organisation

Effect of sensory loss and cognitive impairment

Relevant guidelines and procedures and a range of written information relevant to the job role

Essential skills

It is critical that the candidate demonstrate the ability 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

This includes the ability to

Communicate with both clients and colleagues in a representative range of workplace situations and involving

adjusting communication to meet differing needs

being appropriately assertive

using active listening and recognising nonverbal triggers

providing feedback

minimising conflict and tensions

Take into account opportunities to address waste minimisation environmental responsibility and sustainable practice issues

Use a range of communication methods used in the workplace eg oral written notes memos letters charts diagrams

Use oral communication skills language competence required to fulfil job roles as specified by the organisation including

using interviewing techniques

asking questions

active listening

asking for clarification and probing as necessary

negotiating solutions

acknowledging and responding to a range of views

Use written communication skills literacy competence required to fulfil job roles as specified by organisation including

reading and understanding incident reports and routine instructions

reading and completing case management materials

preparing handover reports

apply literacy skills in English andor a community language depending on the client group

Use interpersonal skills including

working with others

showing empathy with client and relatives

relating to persons from differing cultural social and religious backgrounds

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 competency unit

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

Evidence must include observation of performance in the work environment or in a simulated work setting

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Access and equity considerations

All workers in the health industry should be aware of access and equity 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 health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of 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 health of Aboriginal andor Torres Strait Islander clients and communities


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.

Individual differences and needs may include:

Developmental

Cultural

Physical

Emotional

Behavioural

Intellectual

Communication includes:

All verbal and non-verbal interaction with clients and colleagues in a range of appropriate interpersonal contexts

Communicating effectively will be carried out within requirements established by:

Anti discrimination legislation

Accepted cultural protocols

Accepted language protocols and systems

Informing clients of procedures that may be conducted before, during or after treatment

Exercising effective communication skills includes

Being non judgmental

Active listening

Using culturally appropriate communication methods

Non-verbal behaviour to indicate understanding of what is being said

Clarifying what is said

Responses that are culturally appropriate

Participating constructively in group processes

Appropriate persons may be from within or outside the organisations and may be:

Colleagues

Immediate supervisor/s

Other health workers

Consultants

Communication equipment may include, but is not limited to:

Radio

Telephone

Computer

Fax

Pager

Mobile data terminal

Communication relating to client care procedures include giving due regard to:

Life threatening conditions

Duty of care

Contract of care

Medico-legal implications

Nature of illness/injury

Identifying, preventing and managing adverse events and near misses

Instructions may include:

Manufacturer/operating written instructions

Work unit guidelines, procedures and protocols including WHS procedures and protocols for using interpreters

Supervisor or management instructions

Instructions may be:

Written

Verbal

Reports may be verbal or written and may include:

Notes

Records

Memos

Letters

Client records

Verbal 'hand overs' at the end of a shift

Employer rights and responsibilities may relate to:

Legislative requirements for employee dismissal i.e. Workplace Relations Act

Legislative requirements to provide a safe work environment free from discrimination and sexual harassment (see State and Commonwealth anti-discrimination legislation)

Enterprise workplace agreements

Relevant state and territory employment legislation i.e. wage rates, employment conditions

Designated knowledge/skill development may relate to:

Hazard control

WHS

Manual handling

First Aid

Cultural awareness

Infection control

Cardiopulmonary resuscitation emergency response and notification protocols

Fire emergency response procedures for notification and containment of fire, use of fire fighting equipment and fire safety procedures

Security procedures

Quality improvement policy and practice

Discrimination, harassment and bullying in the workplace

Formal and informal resolution of grievances

Waste management

Customer service

Communication, conflict resolution

Others