Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCOM002 Mapping and Delivery Guide
Use communication to build relationships

Version 1.0
Issue Date: December 2018


Qualification -
Unit of Competency CHCCOM002 - Use communication to build relationships
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

use of suitable facilities, equipment and resources, including use of real workplace policies and procedures

modelling typical workplace conditions, including:

interactions with clients and co-workers from a range of diverse backgrounds

facilitation of groups of at least 3 people

typical workplace reporting processes

interpreter and translation services where required

use of digital media

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Elements define the essential outcomes
       
Element: Communicate with clients and co-workers
  • Identify and use appropriate communication techniques to communicate with clients and colleagues
  • Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights
  • Represent the organisation appropriately and in accordance with communication policies and protocols
  • Provide information to clients and service providers in accordance with communication policies and protocols
       
Element: Address communication needs
  • Recognise and support communication needs of clients, colleagues and external networks
  • Facilitate access to interpreter and translation services as required
  • Identify and address problems and communication barriers
  • Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements
  • Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks
       
Element: Facilitate meetings
  • Develop an agenda and list of invited participants in consultation with appropriate people
  • Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols
  • Contribute to and follow objectives and agendas for meeting
  • Provide opportunities to fully explore all relevant issues and provide relevant information
  • Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members
  • Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed
  • Facilitate the resolution of conflict between participants
  • Minute or record meeting in accordance with organisation requirements
  • Evaluate meeting processes and identify lessons learned or opportunities for improvement
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Communicate with clients and co-workers

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols

2. Address communication needs

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

3. Facilitate meetings

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:

obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately

prepared 3 types of written correspondence in accordance with organisation communication protocols

facilitated resolution of 1 difficult situation with a client, colleague or service provider

facilitated 1 meeting around a workplace issue

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

organisation communication policies and protocols

different communication styles and techniques, and how they impact on interpersonal communication, including:

strategies for effective interpersonal communication

person centred and rights based approaches

cross-cultural communication protocols

non-verbal communication cues

group processes and dynamics

motivational interviewing versus coercive approach

collaboration versus confrontation

communication strategies to:

build and maintain relationships and trust

facilitate workplace meetings

negotiate for optimal outcomes

deliver business presentations

address barriers

solve problems and resolve conflict

types of interpretation and translation services specific to the client group, and how to access them

factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings

professional relationship boundaries

digital media and use in community services and health sector, including:

web

email

social media

podcast and videos

tablets and applications

newsletters and broadcasts

intranet

written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Communicate with clients and co-workers

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols

2. Address communication needs

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

3. Facilitate meetings

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Identify and use appropriate communication techniques to communicate with clients and colleagues 
Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights 
Represent the organisation appropriately and in accordance with communication policies and protocols 
Provide information to clients and service providers in accordance with communication policies and protocols 
Recognise and support communication needs of clients, colleagues and external networks 
Facilitate access to interpreter and translation services as required 
Identify and address problems and communication barriers 
Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements 
Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks 
Develop an agenda and list of invited participants in consultation with appropriate people 
Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols 
Contribute to and follow objectives and agendas for meeting 
Provide opportunities to fully explore all relevant issues and provide relevant information 
Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members 
Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed 
Facilitate the resolution of conflict between participants 
Minute or record meeting in accordance with organisation requirements 
Evaluate meeting processes and identify lessons learned or opportunities for improvement 

Forms

Assessment Cover Sheet

CHCCOM002 - Use communication to build relationships
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CHCCOM002 - Use communication to build relationships

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: