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

Effective communication techniques appropriate to communication requirements of specific job role

Standard operating procedures applying to identified situations with complex communication needs such as emergency situations

Any relevant existing communication codes and systems

Confidentiality and privacy requirements

Operating requirements relating to local communication equipment

Roles of relevant allied health personnel

Counselling resources available locally

Legal framework for practice

Relevant national professional standards

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

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

using interviewing techniques may involve using interpreters

asking questions

active listening

asking for clarification and probing as necessary

negotiating solutions

acknowledging and responding to a range of views

Operate relevant communication equipment

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

Use problem solving skills including an ability to use tools and techniques to

solve problems

analyse information and

make decisions that require discretion and confidentiality

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 clinical work environment and under the normal range of clinical environment conditions

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

Observation must include

communication under pressure

interpersonal interaction in a variety of complex or difficult work situations

communication relating to client care

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

Modes of communication may include, but are not limited to:

Written and oral communication should:

Oral communication may include, but is not limited to:

Written communication may include, but is not limited to:

Communication equipment may include, but is not limited to:

Barriers to effective communication may include, but are not limited to:

Complex information may include, but is not limited to:

Complex or difficult situations may include: