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

Required Skills

adapt personal communication style to a variety of situations including those requiring sympathy and empathy

effectively communicate to all persons including suspectsvictims and other members of the public colleagues and other members of the organisation

deescalate incidents

negotiateresolvemediate conflict negotiation can take place with supervisors colleagues and members of the public

use counselling techniques when required

use interpreting services

use verbal communication to take control of situations

work in a team

Required Knowledge

communicative processes and internalexternal barriers to the individual officer to effective communication

impact of age gender ethnicityAboriginality special needs groups personality drugsalcohol on the communicative process

meaning of various body language forms

organisational Codes of Ethics

relevant legislation such as Antidiscrimination Act Disability Act

relevant organisational policies and procedures such as those covering verbal communication requirements critical incident negotiation

various support agencies available and the types of services offered

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 competency in this unit

Assessment must confirm the ability to

effectively interact and communicate with colleagues and clients

Consistency in performance

Competency should be demonstrated over time and from a range of actual workplace or simulated situations

Context of and specific resources for assessment

Context of assessment

Competency should be assessed over a period of time in a range of actual or simulated workplace environments

Specific resources for assessment

There are no specific resource requirements for this unit

Method of assessment

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision andor mentoring which is typically recorded in a competency workbook

Assessment is completed using appropriately qualified assessors who select the most appropriate method of assessment

Assessment may occur in an operational environment or in an industryapproved simulated work environment Forms of assessment that are typically used include

direct observation

interviewing the candidate

journals and workplace documentation

third party reports from supervisors

written or oral questions

Situations:

Communication may include:

Body language may include:

Interpersonal skills may include:

High demand situations may include:

Areas requiring resolution may include:

De-escalation means:

Relevant solutions, depending on the actual situation, may include the use of one or more techniques and attributes such as:

External agencies may include both government and non-government counselling, mediation and support agencies such as: