Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CHCRCP401A Mapping and Delivery Guide
Use telephone communication skills to assess caller's needs
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | CHCRCP401A - Use telephone communication skills to assess caller's needs |
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Description | This unit of competency describes the skills and knowledge required to conduct a telephone based assessment of callers’ needs using effective communication/interpersonal skills | ||
Employability Skills | This unit contains Employability Skills. | ||
Learning Outcomes and Application | The communication skills described in this unit may be applied across a range of workplace contexts involving application of a range of communication strategies to address specific needs and issues, and working with various levels of social and cultural diversity In particular, this unit would be applied where workers provide support to carers, care recipients and their families across a range of service types and settings | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish a relationship with the caller using a professional manner |
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Element: Show respectful, empathic understanding to clarify the nature and depth of the caller’s feelings |
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Element: Apply strategies to manage the call |
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Element: Identify cueswhich may indicate caller stress or distress |
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Element: Manage the completion of the telephone call |
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Element: Address own personal factors likely to impact on telephone communication |
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