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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance |
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Common terms associated with communication may include | Active listeningArgumentBody languageBrainstormingCounsellingDebateDiscussionElectronic aidsEmpathyFacial expressionInterviewIntimate spaceNon-verbal communication - space, gesture, expression, posture, dress, voice tone, gazePublic spaceReflective listeningSelf disclosureSocial spaceSymbols and picturesSympathyTouchTrustVerbal communicationWritten communication |
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Effective communication may include the use of: | Non-verbal communicationEstablishing rapportEmpathy and sympathyHonesty and opennessActive and reflective listeningConflict resolutionTherapeutic touchUse of personnel with special communication skills eg. use of interpreters |
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Communication process must include: | InformationEncoder / senderDecoder / receiverChannelMessageFeedback |
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Factors affecting communication may include: | AgeBereavement and griefCognitive impairmentCulture DiscriminationEducational backgroundEmotional stateEnvironment (e.g. noise)GenderIllnessLanguageNon-verbal communicationPain and discomfortPerceptionsPersonal biasPhysical constraints to hearing, sight and speechSocialisationStereotypingStressUrgency of situationValues and beliefs |
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Complicated or difficult situations may include: | Post suicide attemptsDrug and alcohol affected peopleDisabilitiesHearing impairedPersonal threatAggressionAngerEmergency and crisis situationsTraumaDeathGrief and loss |
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Open disclosure includes: | The provision of an open, consistent approach to communicating with clients following an adverse eventExpressing regret for what has happened, keeping the client informed and providing feedback on investigationsIncludes steps taken to prevent an event from happeningProvides 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) |
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Oral communication may include: | Responding to questions and delivering health care environment informationInterpretation of complicated situationsQuestioning, clarifying and confirming informationExplaining information , procedures and descriptions |
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Constraints to effective communication may include: | Environment difficultiesFamily and/or friends involvementLanguage difficultiesHearing and/or speech impairmentsReligious, social, spiritual or cultural factorsEmotional state |
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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) |
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Stressful situations may be: | Staff centred Client centred |
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Terms associated with group dynamics may include: | Leadership stylesTeamsGroup behavioursCooperationDiversityConflictConsensusInternal conflictInterpersonal conflictAggressionAssertionPassivityTime managementTrustFormingBrain stormingPerformingMourning/reforming |
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Characteristics of effective partnerships include: | ConfidentialityTrustSelf reflectionSocial conversationCreating a therapeutic environmentEncouraging autonomy and independence |
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Performance improvement may include: | Use of health care environment and professional standardsEffective and constructive feedbackEvaluation of all performancesUse of constructive commentsAccountability for own actions and evaluationPerformance appraisal against role statement and/or environment contractProfessional development based on personal and professional identified needsRemediation as identified by self and/or others |
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Self assessment strategies may include: | Setting goalsJournal writingReflective learning principlesProfessional development activitiesPerformance appraisalEvaluating own performance |
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Health terminology may include (but should not be limited to): | Anatomy and physiology termsMedical conditionsMedical investigations and proceduresAbbreviations for medical and pharmacological termsNames of equipment and instrumentsMedico-legal terminology |
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Conflict resolution strategies may include: | Win/winWin/loseLose/loseCompromisingConfrontingWithdrawingForcingPeace makerThree-part statementBroken record |
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Meeting procedures may include: | Types of meetings (formal, semi-formal, informal)HandoverAgenda formationPurpose of the meetingAttendeesDuration of meetingDay, date, time and venueKey roles (chairperson, note-taker)Summarising and evaluating processes |
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Terms associated with meetings may include: | AgendaMinutesApologiesBusiness arisingGeneral businessProposeSecondMotionParliamentary procedureConsensusCompromiseConcessionInterviewPerformance improvement |
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Common terms associated with performance improvement may include: | StandardsBenchmarkFeedbackEvaluationConstructive criticismAccountabilityPerformance appraisalPerformance managementProfessional developmentStrategic planRemediationEvaluation of own performanceSelf disclosureReflective learning principlesProfessional development activities |
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