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Elements and Performance Criteria

1. Assess situations and adapt communication technique accordingly
   • Tailor verbal communication to the identified audience
   • Assess and respond appropriately to body language of audience
   • Use active listening skills and questioning techniques to clarify issues or problem areas for resolution
   • Select communication strategies that are appropriate to the social and personal needs of the receiver and are according to agency code of ethics and policies and procedures
   • Seek expert advice where required, or make referrals according to agreed procedures
   • Identify and check contradictions, ambiguities, uncertainties or misunderstandings with a range of sources and references
2. Communicate effectively in the workplace
   • Apply communication techniques and skills to effectively communicate with individuals and teams, including those of different cultures, according to agency code of ethics and policies and procedures
   • Make sure communication is clear, concise and accurate
3. Participate in meetings
   • Brief supervisors and other team members on the meeting's purpose and proposed items to be raised
   • Research and obtain documents to be used for the meeting
   • Prepare own contributions relevant to the purpose of the meeting and supportive of the organisation's goals and objectives
   • State and substantiate own position clearly and effectively
4. Use conflict resolution and negotiation skills to address issues and incidents
   • Maintain control and objectivity at all times in conflict situations
   • De-escalate situational conflict according to agency code of ethics and policies and procedures
   • Separate persons in conflict, where appropriate, and negotiate or impose relevant solutions
   • Access and use external agencies where required