Elements and Performance Criteria
- Assess situations and adapt communication technique accordingly
- Verbal communication is tailored to identified audience of recipients from a range of communication approaches
- Body language and non-verbal behaviour is correctly assessed and responded to
- Active listening skills are employed and questioning techniques are used to clarify issues
- Communication strategies adopted reflect consideration of cultural, gender, age issues and are in accordance with organisational policies and procedures
- Where required expert advice is sought or referrals are made according to agreed procedures
- Contradictions, ambiguities, uncertainty or misunderstandings are identified and checked with a range of sources and references
- Communicate effectively in the workplace
- Interpersonal communication techniques and skills are selected from a range of options and applied
- Clear, concise, accurate and appropriate communication is applied in routine situations in accordance with organisational policies and procedures
- Clear, concise, accurate and appropriate communication is applied in high demandsituations
- Utilise conflict resolution/negotiation skills to address issues/incidents
- Control and objectivity is maintained at all times in conflict situations
- Situational conflict is, as far as possible, de-escalated
- Persons in conflict are separated, where appropriate, and relevant solutions are negotiated or imposed that comply with organisational policies and procedures
- Where required, external agencies are accessed and utilised, according to agreed procedures