Application
This unit describes the skills and knowledge to establish and manage professional one-to-one relationships with clients in the context of providing an ongoing health service or intervention.
This unit applies to community services or health workers who have defined responsibilities to work independently with clients within broad but established guidelines.
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.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria specify the performance needed to demonstrate achievement of the element |
1. Establish professional relationship with the client | 1.1 Establish relationship within appropriate professional boundaries 1.2 Build trust and respect through use of effective communication techniques 1.3 Identify and respond to client special needs 1.4 Communicate in ways that take account of cultural considerations 1.5 Exercise discretion and confidentiality |
2. Manage client interactions | 2.1 Use a collaborative and person centred approach when working with clients 2.2 Use motivational interviewing as a basis for client interactions 2.3 Seek client information respectfully and sensitively, using purposeful, systematic and diplomatic questions 2.4 Support the client to identify and articulate key information that supports the provision of service 2.5 Encourage clients to voice queries or concerns and address these appropriately 2.6 Respond to difficult or challenging behaviour using established techniques 2.7 Maintain professional integrity and boundaries at all times 2.8 Work within scope of role and identify and respond to situations where interactions suggest the need for client referral |
3. Provide effective responses to client enquiries | 3.1 Select the most appropriate mode of communication for the information being provided 3.2 Use language and terminology that the client will understand 3.3Present information clearly and with sufficient detail to meet client needs 3.4 Confirm with client that the information has been understood and address any unresolved issues |
Evidence of Performance
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 evidence that the candidate has:
established and managed client relationships and boundaries appropriately during the provision of services to 3 clients
developed responses to 3 different situations involving difficult or challenging behaviour
Evidence of Knowledge
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:
legal and ethical considerations for establishing and managing client relationships and how these are applied:
privacy, confidentiality and disclosure
human rights
work role boundaries including:
responsibilities and limitations
appropriate sexual, physical and emotional boundaries
use of enquiry only as appropriate and necessary
awareness of potential client transference
staying within area of expertise
modes and techniques for effective communication, including:
active listening, questioning, clarifying, advising
empathy, trust and respect
appropriate verbal and non-verbal communication
use of communication aids
tone and presentation
role of motivational interviewing during client interactions to facilitate:
client support
case taking
negotiation with client
education of client
information giving
techniques for motivational interviewing:
attending skills, use of body language
paraphrasing
reflecting feelings
open and closed questioning or probing
summarising
reframing
exploring options
normalising statements
barriers and influences on communication and ways to respond:
language
culture
religion
emotional state
disability
health
age
presence of children and/or spouse
techniques for dealing with difficult communication situations:
managing emotions
defusing anger
clarifying the issues
maintaining composure and professional attitude
providing support
seeking assistance
types of information that may be provided to clients as relevant:
appointment details, directions
costs and payment options
client options, service information, referral details
general health and self care information
service provider credentials or information
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |