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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 Observation of performance in a work context is essential for assessment of this unit Consistency of performance should be demonstrated over the required range of workplace situations and should occur on more than one occasion and be assessed by a registered nurse

Context of and specific resources for assessment	Where for reasons of safety access to equipment and resources and space assessment takes place away from the workplace simulations should be used to represent workplace conditions as closely as possible prior to assessment in the workplace

Method of assessment	Observation in workplace or simulated situations Written assignmentsprojects Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice Questioning verbal and written Role playsimulation

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


Common terms associated with communication may include	Active listening Argument Body language Brainstorming Counselling Debate Discussion Electronic aids Empathy Facial expression Interview Intimate space Non-verbal communication - space, gesture, expression, posture, dress, voice tone, gaze Public space Reflective listening Self disclosure Social space Symbols and pictures Sympathy Touch Trust Verbal communication Written communication

Scope of practice includes:	Statutory framework within which work takes place Scope of practice of Enrolled/Division 2 nurse (registered nurse division 2), under current legislation

Oral communication may include:	Responding to questions and delivering health care environment information Interpretation of complicated situations Questioning, clarifying and confirming information Explaining information , procedures and descriptions

Constraints to effective communication may include:	Environment difficulties Family and/or friends involvement Language difficulties Hearing and/or speech impairments Religious, social, spiritual or cultural factors Emotional state

Open disclosure includes:	The provision of an open, consistent approach to communicating with clients following an adverse event Expressing regret for what has happened, keeping the client informed and providing feedback on investigations Includes steps taken to prevent an event from happening Provides information that enables systems of care to be changed or to improve client safety (Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard, Safety and Quality Council. 2005)

An adverse event means:	An incident in which unintended harm resulted to a person receiving care (Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard. Safety and Quality Council. 2005)

Effective communication may include the use of:	Non-verbal communication Establishing rapport Empathy and sympathy Honesty and openness Active and reflective listening Conflict resolution Therapeutic touch Use of personnel with special communication skills e.g. use of interpreters

Communication process includes:	Information Encoder/sender Decoder/receiver Channel Message Feedback

Factors affecting communication may include:	Age and gender Culture Language Physical/emotional/cognitive disorder/disability Values and beliefs Educational background Illness - pain and discomfort Grief and bereavement Stress Discrimination and stereotyping Environment (eg noise) Urgency of situation Personal bias

Complicated or difficult situations may include:	Post suicide attempts Drug and alcohol affected people Disabilities Hearing impaired Personal threat Aggression Anger Emergency and crisis situations Trauma Death Grief and loss

Characteristics of effective partnerships include:	Confidentiality Trust Self reflection Social conversation Creating a therapeutic environment Encouraging autonomy and independence

Performance improvement may include:	Use of health care environment and professional standards Effective and constructive feedback Evaluation of all performances Use of constructive comments Accountability for own actions and evaluation Performance appraisal against role statement and/or environment contract Professional development based on personal and professional identified needs Remediation as identified by self and/or others

Self assessment strategies may include:	Setting goals Journal writing Reflective learning principles Professional development activities Performance appraisal Evaluating own performance

Health terminology may include (but should not be limited to):	Anatomy and physiology terms Medical conditions Medical investigations and procedures Abbreviations for medical and pharmacological terms Names of equipment and instruments Medico-legal terminology

Written and oral instructions may include:	Memos and notices Drug orders Instructions for pre and postoperative care Client notes Routine reports OHS signs and instructions Telephone calls Communicating with clients and their families Communicating with health professionals Handover Email

Routine activities may include:	Entering client details into a computer system/files Providing information to clients and their families Ordering stock Contributing to meetings and taking minutes Answering client and family enquires Scheduling Producing a range of complex nursing documents (e.g. client history, case report)

Documents may include:	Client records Client health histories Case reports Nursing notes Electronic Health Records (EHR) Clinical pathways and nursing care plans

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HLTEN402B - Communicate effectively in a nursing role

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Elements and Performance Criteria

Required Skills

Evidence Required

Range Statement