- CHCCOM4B - Develop, implement and promote effective communication techniques
CHCCOM4B
Develop, implement and promote effective communication techniques
Applying higher level communication skills required for effective operation in the workplace.Applying higher level communication skills required for effective operation in the workplace
Application
Not applicable.
Prerequisites
Not applicable.
Elements and Performance Criteria
Elements and Performance Criteria | |||
Element | Performance Criteria | ||
1 | Contribute to the development of effective communication strategies | 1.1 | Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised |
1.2 | In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace | ||
1.3 | Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way | ||
1.4 | Coaching in effective communication is provided to staff as required | ||
1.5 | Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation | ||
1.6 | Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome | ||
1.7 | Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met | ||
1.8 | All communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives | ||
2 | Represent the organisation to a range of groups | 2.1 | 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 |
2.2 | Presentations are clear and sequential and delivered within a predetermined time and utilise appropriate media to enhance the presentation and address audience needs | ||
2.3 | Questions from the audience are responded to in a manner consistent with organisation standards | ||
2.4 | Differences in views are respected and considered in a way that values and encourages other's contributions | ||
3 | Facilitate group discussions | 3.1 | Mechanisms which enhance effective group interactions are defined and implemented |
3.2 | Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members | ||
3.3 | Objectives and agendas for meetings and discussions are routinely set and followed | ||
3.4 | Relevant information is provided to groups as appropriate to facilitate outcomes | ||
3.5 | Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties | ||
3.6 | The specific communication needs of individuals are identified and addressed | ||
4 | Produce quality written materials | 4.1 | Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document |
4.2 | Organisation guidelines and current accepted standards of writing which match the purpose are observed in producing all written documentation | ||
4.3 | Appropriate and timely advice to management and clients is prepared and provided as required | ||
4.4 | Where individual skill levels do not match workplace requirements, appropriate remedial action is taken, including seeking assistance and additional training | ||
5 | Conduct interviews | 5.1 | In conducting interviews and formal discussions effort is applied to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to |
5.2 | Effective questioning, speaking, listening and nonverbal communication techniques are used during discussions and interviews, to ensure the required information is accessed or message communicated | ||
5.3 | Feedback and advice is given in a way which reflects current identified good practice | ||
5.4 | The conduct of interviews and formal discussions shows due regard to individual differences, needs and rights | ||
5.5 | Appropriate grievance and counselling procedures are used to deal with problems of a serious nature | ||
Required Skills
Not applicable.
Evidence Required
Critical aspects of assessment:
Establishing and maintaining an appropriate network of clients
Incorporating the requirements of specific groups in all client service work
Essential knowledge:
Assess cultural communication protocol
Knowledge of different communication styles and techniques
Different interview techniques
Introduction to Social Research
Introduction to Study Skills
Interpersonal Communication
Group Processes
Interviewing Skills
Models and theories of crisis intervention
Returning to study
Research skills
Introduction to personal communication evaluation
Written communication
Oral communication
Essential skills:
Principles and practices of client service delivery
Effective workplace writing
Effective presentation techniques
Effective communication techniques
Operation of interview and other panels
Effective group management processes
Conflict resolution and negotiation
Capacity to work effectively 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 the workplace, including testimonials from clients and colleagues, etc.
Assessment is recommended to be conducted over more than one occasion and include communications with individuals and groups
Context of assessment:
This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions.
Critical aspects of assessment:
Establishing and maintaining an appropriate network of clients
Incorporating the requirements of specific groups in all client service work
Essential knowledge:
Assess cultural communication protocol
Knowledge of different communication styles and techniques
Different interview techniques
Introduction to Social Research
Introduction to Study Skills
Interpersonal Communication
Group Processes
Interviewing Skills
Models and theories of crisis intervention
Returning to study
Research skills
Introduction to personal communication evaluation
Written communication
Oral communication
Essential skills:
Principles and practices of client service delivery
Effective workplace writing
Effective presentation techniques
Effective communication techniques
Operation of interview and other panels
Effective group management processes
Conflict resolution and negotiation
Capacity to work effectively 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 the workplace, including testimonials from clients and colleagues, etc.
Assessment is recommended to be conducted over more than one occasion and include communications with individuals and groups
Context of assessment:
This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions.
Range Statement
Oral, written and non-verbal communication in the organisation can occur with:
Clients and stakeholders
Representatives of client groups or organisations
Members of the public
Managers and staff in own and other organisations
Private organisations and consultants
Academic institutions, public sector and community organisations
Colleagues in different locations, e.g. regional/central offices
Written communication can involve both handwriting and operation of word processing equipment. It may take the form of:
Case notes and reports
Minutes of meetings
Routine as well as complex reports
Proposals, project plans and spreadsheets
General internal and external correspondence
Speeches, journal articles and marketing materials
Instructions, procedures and policies
Oral communication can take the form of:
Seeking and conveying information
Consulting and advising
Formal and informal presentations to different audiences
Structured interviewing for selection or counselling purposes
Leading discussions and briefings
Negotiating
Chairing and participating in meetings
Conflict resolution
Coaching
Advocacy
On the job training
Clients are defined by the work of the organisation and can include:
Individual members of the public
Other organisations, community groups and individuals
Other work areas of the organization
Non verbal communication incorporates using:
Techniques of listening
Oral, written and non-verbal communication in the organisation can occur with:
Clients and stakeholders
Representatives of client groups or organisations
Members of the public
Managers and staff in own and other organisations
Private organisations and consultants
Academic institutions, public sector and community organisations
Colleagues in different locations, e.g. regional/central offices
Written communication can involve both handwriting and operation of word processing equipment. It may take the form of:
Case notes and reports
Minutes of meetings
Routine as well as complex reports
Proposals, project plans and spreadsheets
General internal and external correspondence
Speeches, journal articles and marketing materials
Instructions, procedures and policies
Oral communication can take the form of:
Seeking and conveying information
Consulting and advising
Formal and informal presentations to different audiences
Structured interviewing for selection or counselling purposes
Leading discussions and briefings
Negotiating
Chairing and participating in meetings
Conflict resolution
Coaching
Advocacy
On the job training
Clients are defined by the work of the organisation and can include:
Individual members of the public
Other organisations, community groups and individuals
Other work areas of the organization
Non verbal communication incorporates using:
Techniques of listening
Sectors
Not applicable.
Employability Skills
Not applicable.
Licensing Information
Not applicable.