Application
This unit describes the skills and knowledge required to apply effective communication skills with a person, family or carer and with other healthcare professionals in a variety of health care settings.
Communication skills in nursing practice require using information technology as well as interpersonal skills applied therapeutically in nursing care and small group discussions.
This unit applies to enrolled nursing work carried out in consultation and collaboration with registered nurses, and under supervisory arrangements aligned to the Nursing and Midwifery Board of Australia regulatory authority legislative requirements.
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 describe the performance needed to demonstrate achievement of the element. |
1. Use effective communication skills in complex situations. | 1.1 Apply principles of effective communication to facilitate, not inhibit, communication with the person. 1.2 Maximise opportunities to involve the person and family or carer in their care and treatment. 1.3 Clarify roles and responsibilities of the interdisciplinary health care team involved in communicating in complex situations, including clarifying own role as an enrolled nurse. 1.4 Demonstrate politeness, respect and empathy in all interactions with the person, family or carer. 1.5 Use health terminology correctly in written and verbal communication with the person, family or carer and with colleagues. |
2. Identify and address actual and potential constraints to communication. | 2.1 Identify early signs of potentially complex communication situations with a person, including with people who have hearing or vision impairments and require assistance. 2.2 Implement strategies to address complex communication situations in accordance with relevant policies and procedures, and within scope of role. 2.3 Demonstrate advocacy for a person in the health or community care setting. |
3. Use information technology to support communication in nursing practice. | 3.1 Use computers and related information technology to access, develop and adhere to reporting requirements according to organisation policy and procedures. 3.2 Comply with organisation policy and procedures for electronic communication with the person, family or carer. 3.3 Use information technology including the internet to access data appropriate to own role and organisation policy and procedures. 3.4 Apply ethical principles and follow regulatory responsibilities when using social media and interacting online in nursing role. 3.5 Maintain accurate documentation and adhere to reporting requirements to support safe practice according to organisation policy and procedures. |
4. Lead small group discussions. | 4.1 Monitor and respond appropriately to changing group dynamics. 4.2 Clarify the purpose of group meetings and manage discussion to achieve identified objectives. 4.3 Implement meeting procedures appropriate to the meeting’s purpose. 4.4 Clarify participants’ roles and use communication strategies to support their effective contribution to discussion. |
5. Give and receive feedback for performance improvement. | 5.1 Identify effective communication strategies for giving and receiving feedback on own performance. 5.2 Apply strategies that deliver constructive outcomes in giving and receiving feedback. 5.3 Use appropriate language and a respectful manner in giving and receiving feedback. |
6. Evaluate effectiveness of communication in complex situations. | 6.1 Participate in debriefing sessions following communication for complex situations. 6.2 Document, consider and report outcomes of communication strategies used to address complex situations. |
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:
undertaken nursing work in accordance with Nursing and Midwifery Board of Australia professional practice standards, codes and guidelines
communicated effectively within the context of the enrolled nurse role in 4 different complex communication situations, with at least 1 of the situations involving a person, family or carer, and at least 1 of the situations involving work colleagues.
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 tasks and manage contingencies in the context of the work role. This includes knowledge of:
characteristics of effective partnerships in nursing including:
confidentiality
trust
self-reflection
social conversation
creating a therapeutic environment
resources for the Core Standards for nurses who support people with a disability (NSW Family and Community Services)
Communication and Behaviour Support for Nurses Practice Package
Communication and Behaviour Support for Nurses Appraisal
documentation related to clinical handover
elements and skills of communication processes:
interviewing techniques
active listening
conflict resolution
interpersonal skills
negotiating solutions
group dynamics
access and use of interpreters
factors that may facilitate and inhibit communication
information technology used in communication, and email etiquette and policies for use
principles underpinning nursing documentation including legal obligations
principles, processes and practices of open disclosure in line with Australian Open Disclosure Framework
medical terminology used in clinical situations and enrolled nurse practice
sensory losses and appropriate nursing responses
social media policies for nurses.
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources in line with the Australian Nursing and Midwifery Accreditation Council’s Standards
modelling of industry operating conditions including access to real people for simulations and scenarios in enrolled nursing work.
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
In addition, assessors must hold current registration as a registered nurse with Nursing and Midwifery Board of Australia.
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.