- CHCCOM3C - Utilise specialist communication skills to build strong relationships
CHCCOM3C
Utilise specialist communication skills to build strong relationships
This unit relates to the application of specialist workplace communication techniques to build and maintain strong relationships with colleagues and clients, based on respect and trust.This unit relates to the application of specialist workplace communication techniques to build and maintain strong relationships with colleagues and clients, based on respect and trust
Application
Not applicable.
Prerequisites
Not applicable.
Elements and Performance Criteria
Elements and Performance Criteria | |||
Element | Performance Criteria | ||
1 | Identify appropriate communication strategies to meet the needs of clients and colleagues and build strong relationships | 1.1 | Specific communication needs of clients and colleagues are identified including: ; Utilising techniques and aids; Translation and language interpreters; Cultural interpreters; Referral to specialists |
1.2 | Identify areas of mistrust or conflict that may require conflict resolution | ||
1.3 | Identify the need to include additional people including trusted friends, case workers, family members or adults | ||
2 | Conduct effective communication with clients and staff | 2.1 | Selection from a range of appropriate communication strategies is made and employed to |
2.2 | Establish rapport | ||
2.3 | Exchange information | ||
2.4 | Facilitate resolution of issues | ||
2.5 | Defuse potentially difficult situations | ||
2.6 | Basic counselling skills are applied where appropriate to provide a brief intervention | ||
2.7 | Interviews are conducted according to established procedures | ||
2.8 | Feedback and advice is given in a way which reflects current identified good practice | ||
2.9 | Due regard to individual differences, needs and rights is shown in communicating with clients and colleagues | ||
2.10 | Referrals to other staff or specialist services are made as appropriate to ensure duty of care responsibilities are met in situations where break downs in communication occur | ||
2.11 | Enquiries are responded to in a manner that promotes achievement of mutual outcomes | ||
2.12 | Differences in views are respected and considered in a way that values and encourages the contributions of others | ||
3 | Contribute to the development of effective communication strategies | 3.1 | Strategies are implemented to check on the effectiveness of communication with clients and colleagues |
3.2 | Established channels of communication are reviewed regularly to ensure clients and co workers are informed of relevant information in a timely way | ||
3.3 | Coaching in effective communication is provided to colleagues and clients as required | ||
3.4 | Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met | ||
4 | Represent the organisation to a range of groups | 4.1 | When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs |
4.2 | Written communication is consistent with organisational standards | ||
5 | Apply specific communication techniques to assist in resolving conflict | 5.1 | Strategies are put in place to develop a trusting relationship that will enable facilitation of conflict resolution |
5.2 | Specific mediation processes are applied that enable individual issues to be identified and stories heard, and exploration and validation of the history of the conflict | ||
5.3 | Agreement is sought on processes to be followed to resolve conflict within scope of own abilities, skills and work role | ||
5.4 | Referral to conflict resolution and mediation is made as appropriate | ||
5.5 | Verbal communication skills are utilised to assist in resolving any conflict | ||
6 | Implement mechanisms that facilitate group discussions | 6.1 | Opportunities are provided to fully explore all relevant issues |
6.2 | Strategies which encourage all group members to participate equally are used routinely including seeking and acknowledging contributions from all members | ||
6.3 | Objectives and agendas for meetings and discussions are routinely set and followed | ||
6.4 | Relevant information is provided to groups as appropriate to facilitate outcomes | ||
6.5 | Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties | ||
6.6 | Strategies are implemented to ensure the specific communication needs of individuals within the group are identified and addressed | ||
Required Skills
Not applicable.
Evidence Required
Critical aspects of evidence include:
Providing evidence that all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
Using effective communication skills with clients accessing service, and with work colleagues
Using strategies to meet particular client communication need/difficulties
Conflict resolution is addressed in a timely way and in a manner which is inclusive of individual issues, and does not compromise the standing of the organisation or the integrity of the individual
Knowing when to provide referrals to conflict resolution and mediation
Essential knowledge:
Cross cultural communication protocols
Family system models
Grief and loss issues
Sexuality and human relations issues
Crisis intervention theories and models
Dynamics of conflict resolution
Recognition of communication styles of individuals
Dynamics of groups and different styles of group leadership
Different communication skills relevant to client group eg signing
Oral communication skills required to fulfil job roles as specified by the organisation/service. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. Service/organisation may require competence in English or community language, depending on client group
Literacy skills to enable reporting and recording of client interaction within the scope of the job role
Essential skills:
Full range of communication techniques including:
Reflective listening, respectful responding, development of empathy and rapport and other basic counselling skills
Facilitating conflict resolution through application of a range of strategies
Techniques to seek agreement between parties
Active listening if culturally appropriate, recognition of non verbal triggers
Feedback
Interpretation
Role boundaries setting
Negotiation
Establishing empathy
Skills in working with clients in crisis
Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment
Consistency in performance:
Assessment may include observations, questioning or evidence gathered from a workplace setting
Assessment is recommended to be on more than one occasion and must include the range of clients who access the service
Context of assessment:
This unit should be assessed on the job or through simulation.
Critical aspects of evidence include:
Providing evidence that all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
Using effective communication skills with clients accessing service, and with work colleagues
Using strategies to meet particular client communication need/difficulties
Conflict resolution is addressed in a timely way and in a manner which is inclusive of individual issues, and does not compromise the standing of the organisation or the integrity of the individual
Knowing when to provide referrals to conflict resolution and mediation
Essential knowledge:
Cross cultural communication protocols
Family system models
Grief and loss issues
Sexuality and human relations issues
Crisis intervention theories and models
Dynamics of conflict resolution
Recognition of communication styles of individuals
Dynamics of groups and different styles of group leadership
Different communication skills relevant to client group eg signing
Oral communication skills required to fulfil job roles as specified by the organisation/service. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. Service/organisation may require competence in English or community language, depending on client group
Literacy skills to enable reporting and recording of client interaction within the scope of the job role
Essential skills:
Full range of communication techniques including:
Reflective listening, respectful responding, development of empathy and rapport and other basic counselling skills
Facilitating conflict resolution through application of a range of strategies
Techniques to seek agreement between parties
Active listening if culturally appropriate, recognition of non verbal triggers
Feedback
Interpretation
Role boundaries setting
Negotiation
Establishing empathy
Skills in working with clients in crisis
Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment
Consistency in performance:
Assessment may include observations, questioning or evidence gathered from a workplace setting
Assessment is recommended to be on more than one occasion and must include the range of clients who access the service
Context of assessment:
This unit should be assessed on the job or through simulation.
Range Statement
Exercising effective communication skills includes:
Identifying and evaluating what is occurring within an interaction in a non judgemental way
Making decisions about appropriate words, behaviour, posture
Using active listening
Using clarifying, summarising questions
Putting together a response that is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and exploring the impact of this on the communication
Exploring and unpacking problems
Using reflective listening
Providing sufficient time to enable stories to be told
Providing summarising and reflective responses in conflict situations
Non verbal communication includes:
Gestures
Posture
Facial expression
Basic counselling skills include:
Counselling context, process and goals
Establishing a trusting relationship
Information gathering
Reflective listening
Basic knowledge of theories supporting counselling process
Human life stage development
Types of interviews include:
Related to staffing issues
Routine information collection
Confidential
Evidential
Non disclosure
Disclosure
Interviews may be carried out:
On an individual or group basis by a range of employees/workers
Interviews will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of individuals
Organisation policy and procedures
Relevant program standards
Duty of care and ethical practice
Quality of presentations will be assessed according to:
Clarity
Appropriate sequencing
Delivery within a predetermined time
Utilising appropriate media to enhance the presentation
Addressing audience needs
Opportunities will include:
Allowing sufficient time to hear individual stories
Encouraging a full exploration of issues
Encouraging validation of individual issues
Exercising effective communication skills includes:
Identifying and evaluating what is occurring within an interaction in a non judgemental way
Making decisions about appropriate words, behaviour, posture
Using active listening
Using clarifying, summarising questions
Putting together a response that is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and exploring the impact of this on the communication
Exploring and unpacking problems
Using reflective listening
Providing sufficient time to enable stories to be told
Providing summarising and reflective responses in conflict situations
Non verbal communication includes:
Gestures
Posture
Facial expression
Basic counselling skills include:
Counselling context, process and goals
Establishing a trusting relationship
Information gathering
Reflective listening
Basic knowledge of theories supporting counselling process
Human life stage development
Types of interviews include:
Related to staffing issues
Routine information collection
Confidential
Evidential
Non disclosure
Disclosure
Interviews may be carried out:
On an individual or group basis by a range of employees/workers
Interviews will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of individuals
Organisation policy and procedures
Relevant program standards
Duty of care and ethical practice
Quality of presentations will be assessed according to:
Clarity
Appropriate sequencing
Delivery within a predetermined time
Utilising appropriate media to enhance the presentation
Addressing audience needs
Opportunities will include:
Allowing sufficient time to hear individual stories
Encouraging a full exploration of issues
Encouraging validation of individual issues
Sectors
Not applicable.
Employability Skills
Not applicable.
Licensing Information
Not applicable.