Required skills

communication skills including listening and understanding using language and concepts appropriate to cultural differences and using and interpreting nonverbal communication to identify and apply appropriate responses to colleagues or clients who may be experiencing grief

interpersonal skills to relate to people from a range of social cultural religious and ethnic backgrounds and with a range of physical and mental abilities

ability to maintain confidentiality of client and colleague information

literacy skills to identify and access workplace information resources

teamwork skills to participate in debriefing and peer support

Required knowledge

physical and emotional manifestations of grief and trauma

strategies for dealing with grief and trauma

social religious and cultural differences and traditions in relation to the expression of grief and trauma

workplace policies and procedures in regard to

identifying colleagues having difficulty in coping with grief

maintaining confidentiality of colleagues

debriefing and peer support systems

professional funeral services industry parameters and protocols for dealing with grief and trauma

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

the identification and response to client and colleague grief according to workplace policies and procedures and funeral services industry protocols

use of appropriate communication techniques with grieving clients and colleagues from a range of social cultural and religious backgrounds and implementation of strategies for dealing with own grief

interaction with grieving clients and colleagues on multiple occasions to ensure consistency of performance and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in an environment where grief reactions can be assessed and appropriate responses applied

interaction with grieving clients and colleagues

access to relevant documentation such as information resources related to grief and trauma

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of candidate applying appropriate communication techniques and responses to grief and trauma with clients colleagues and self

role play demonstrating responses to grief and trauma

written or verbal questioning to assess knowledge and understanding of grief responses

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIFINDB Work effectively in the funeral services industry

SIFIND001B Work effectively in the funeral services industry.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Grief responses may include:

Workplace policies and procedures may include:

Social, cultural and religious differences may include:

Communication techniques may include:

Strategies for informal grief support may include:

Workplace information resources may include: