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

HLTCOM404B Mapping and Delivery Guide
Communicate effectively with clients

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency HLTCOM404B - Communicate effectively with clients
Description This unit covers the skills required by practitioners to establish and maintain effective communication with the client throughout all interactions and provide basic counselling as required and as appropriate to facilitate the treatment or health service being provided
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability SkillsThe Employability Skills Summary of the qualification in which this unit of competency is packaged will assist in identifying Employability Skill requirements
Learning Outcomes and Application This unit applies to work in a range of health settings where health services are provided with direct client contact involvedApplication of this unit should be contextualised to reflect any specific workplace requirements, issues and practices
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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: Establish professional relationship with the client
  • Evaluate practice to maintain a high standard of client service
  • Identify and respond to special needs of clients
  • Use effective communication with clients
  • Encourage clients to voice queries and/or fears and address these appropriately
  • Take into consideration cultural and personal factors when consulting or interacting with clients
  • Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
  • Define and apply boundaries of the practitioner/ client relationship
       
Element: Provide effective response to client enquiries
  • Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
  • Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
  • Identify and acknowledge enquirer's expectations
  • Discuss any unresolved concerns or issues with enquirers
  • Make appointments for clients according to workplace guidelines
       
Element: Respond effectively to difficult or challenging behaviour
  • Plan responses to difficult or challenging behaviour and manage appropriately
  • Maintain professional integrity at all times
       
Element: Use basic counselling skills as required to facilitate treatment
  • Determine need for basic counselling
  • Provide basic counselling to facilitate treatment/ services when necessary and in accordance with practice specific guidelines
  • Record details of services provided according to workplace guidelines
       


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.

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 this competency unit:

This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions

Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Assessment of this unit should be conducted concurrently with assessment of units relating to client assessment and/or provision of health services/treatments

Assessment of sole practitioners must include a range of clinical situations and different client groups covering at minimum, age, culture and gender

Assessment of sole practitioners must consider their unique workplace context, including:

Interaction with others in the broader professional community as part of the sole practitioner's workplace

Scope of practice as detailed in the qualification and component competency units

Holistic/integrated assessment including:

working within the practice framework

performing a health assessment

assessing the client

planning treatment

providing treatment

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

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.

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

Essential knowledge:

Effective communication strategies

Principles and practices of services provided

Various modes of communication appropriate to therapeutic practice

Basic counselling techniques

Basic information on counselling styles and theories

Basic information on human psychological development and needs

Basic information on human psychopathologies including personality disorders

Local professional counselling resources

Organisation policies, procedures and guidelines

Legal and ethical issues relating to practitioner - client relations

Essential skills:

Ability to:

Respond appropriately to a range of clients in a range of situations

Respond appropriately to special needs

Appropriately prepare and present information for a range of enquiries

Make appointments to meet a range of client needs in accordance with established business practice

Handle difficult situations

Follow workplace guidelines

Assess the need for professional counselling

Use basic counselling skills to facilitate various goals and to recognise the limitations of own counselling skills

Communicate effectively including:

active listening

clear, concise and correct written and verbal communication

passing on verbal and written messages

documentation and record keeping

correct presentation of correspondence

clarify and ascertain correct meanings from communication

establish rapport

communicate on a one-to-one and group basis

use correct grammar, spelling and punctuation

Seek assistance if necessary

Elicit information

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Special needs may include:

Disability

Communication difficulties

Language difficulties

Presence of children/spouse

Need for uninterrupted privacy

Need for communication aids

Effective communication includes:

Active listening

Appropriate language

Appropriate communication aids

Appropriate modes of communication

Appropriate demeanour and body language

Appropriate tone and presentation

Observation

Questioning, clarifying, advising

Providing appropriate and accurate information

Honesty and integrity

Cultural and personal factors may include:

Religious background

Racial background

Gender

Age

Dis/ability

Family or social factors

Boundaries may refer to:

Confidentiality

Privacy

Respect

Acknowledgement of individual needs

Appropriate sexual boundaries

Appropriate physical boundaries

Use of enquiry only as appropriate and necessary

Practitioner awareness of possibilities of client transference

Practitioner staying within area of expertise

Relevant information may include:

Confirmation of appointment date and time

Number, length and costs of visits

Location directions

Costs and payment options

Referrals

Medical reports

Medication information

Procedure and practices

Information about client condition or treatment

Information about general health and self care

Background information about the practice

Information about the expertise of the practitioner

Modes of communication may include:

Verbal/non-verbal

Written

Formal/informal

Direct/indirect

Personal/using technology

Enquirer expectations may include:

Potential for improved health/wellbeing

Duration for treatment

Costs

Availability for health fund rebates

Workcover eligibility

Hours and locations of visits

Manage appropriately may include:

Managing emotions

Defusing anger

Clarifying the issues

Attending to client needs

Maintaining composure and professional attitude

Providing support

Seeking assistance

The need for basic counselling may include:

To support client

To facilitate case taking

To facilitate negotiation with client

To facilitate education of client

To facilitate information giving

To assess the need for professional counselling

Basic counselling skills may include:

Attending skills, use of body language

Paraphrasing

Reflecting feelings

Open and closed questioning or probing

Summarising

Reframing

Exploring options

Normalising statements

Practice specific guidelines refers to:

Basic counselling is used only in order to facilitate the treatment

Clients requiring professional counselling are referred

Counselling is used as a communication tool and for emotional support when necessary to treatment

Client boundaries are respected at all times

Counselling is provided in accordance with level of training

Workplace guidelines may include:

Guidelines and procedures

Mission statements

Codes of practice

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
Evaluate practice to maintain a high standard of client service 
Identify and respond to special needs of clients 
Use effective communication with clients 
Encourage clients to voice queries and/or fears and address these appropriately 
Take into consideration cultural and personal factors when consulting or interacting with clients 
Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required 
Define and apply boundaries of the practitioner/ client relationship 
Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer 
Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry 
Identify and acknowledge enquirer's expectations 
Discuss any unresolved concerns or issues with enquirers 
Make appointments for clients according to workplace guidelines 
Plan responses to difficult or challenging behaviour and manage appropriately 
Maintain professional integrity at all times 
Determine need for basic counselling 
Provide basic counselling to facilitate treatment/ services when necessary and in accordance with practice specific guidelines 
Record details of services provided according to workplace guidelines 

Forms

Assessment Cover Sheet

HLTCOM404B - Communicate effectively with clients
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

HLTCOM404B - Communicate effectively with clients

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: