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Evidence Guide: CHCCOM002 - Use communication to build relationships

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCOM002 - Use communication to build relationships

What evidence can you provide to prove your understanding of each of the following citeria?

Elements define the essential outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with clients and co-workers

  1. Identify and use appropriate communication techniques to communicate with clients and colleagues
  2. Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights
  3. Represent the organisation appropriately and in accordance with communication policies and protocols
  4. Provide information to clients and service providers in accordance with communication policies and protocols
Identify and use appropriate communication techniques to communicate with clients and colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Represent the organisation appropriately and in accordance with communication policies and protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to clients and service providers in accordance with communication policies and protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address communication needs

  1. Recognise and support communication needs of clients, colleagues and external networks
  2. Facilitate access to interpreter and translation services as required
  3. Identify and address problems and communication barriers
  4. Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements
  5. Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks
Recognise and support communication needs of clients, colleagues and external networks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate access to interpreter and translation services as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address problems and communication barriers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate meetings

  1. Develop an agenda and list of invited participants in consultation with appropriate people
  2. Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols
  3. Contribute to and follow objectives and agendas for meeting
  4. Provide opportunities to fully explore all relevant issues and provide relevant information
  5. Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members
  6. Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed
  7. Facilitate the resolution of conflict between participants
  8. Minute or record meeting in accordance with organisation requirements
  9. Evaluate meeting processes and identify lessons learned or opportunities for improvement
Develop an agenda and list of invited participants in consultation with appropriate people

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to and follow objectives and agendas for meeting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide opportunities to fully explore all relevant issues and provide relevant information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate the resolution of conflict between participants

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Minute or record meeting in accordance with organisation requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate meeting processes and identify lessons learned or opportunities for improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Communicate with clients and co-workers

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols

2. Address communication needs

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

3. Facilitate meetings

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1. Communicate with clients and co-workers

1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues

1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights

1.3 Represent the organisation appropriately and in accordance with communication policies and protocols

1.4 Provide information to clients and service providers in accordance with communication policies and protocols

2. Address communication needs

2.1 Recognise and support communication needs of clients, colleagues and external networks

2.2 Facilitate access to interpreter and translation services as required

2.3 Identify and address problems and communication barriers

2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements

2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks

3. Facilitate meetings

3.1 Develop an agenda and list of invited participants in consultation with appropriate people

3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols

3.3 Contribute to and follow objectives and agendas for meeting

3.4 Provide opportunities to fully explore all relevant issues and provide relevant information

3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members

3.6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed

3.7 Facilitate the resolution of conflict between participants

3.8 Minute or record meeting in accordance with organisation requirements

3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement

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 demonstrated evidence that the candidate has:

obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately

prepared 3 types of written correspondence in accordance with organisation communication protocols

facilitated resolution of 1 difficult situation with a client, colleague or service provider

facilitated 1 meeting around a workplace issue

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:

organisation communication policies and protocols

different communication styles and techniques, and how they impact on interpersonal communication, including:

strategies for effective interpersonal communication

person centred and rights based approaches

cross-cultural communication protocols

non-verbal communication cues

group processes and dynamics

motivational interviewing versus coercive approach

collaboration versus confrontation

communication strategies to:

build and maintain relationships and trust

facilitate workplace meetings

negotiate for optimal outcomes

deliver business presentations

address barriers

solve problems and resolve conflict

types of interpretation and translation services specific to the client group, and how to access them

factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings

professional relationship boundaries

digital media and use in community services and health sector, including:

web

email

social media

podcast and videos

tablets and applications

newsletters and broadcasts

intranet

written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports