NTISthis.com

Evidence Guide: HLTAMBFC402C - Communicate in complex or difficult situations

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

 

HLTAMBFC402C - Communicate in complex or difficult situations

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

Convey complex information

  1. Convey complex information clearly and accurately
  2. Monitor recipient's understanding of information and adjust the mode of communication according to the needs of the situation
  3. Ensure the interaction is consistent with the urgency of the situation and in accordance with relevant organisation policies and procedures
Convey complex information clearly and accurately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor recipient's understanding of information and adjust the mode of communication according to the needs of the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure the interaction is consistent with the urgency of the situation and in accordance with relevant organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with allied personnel

  1. Convey information clearly and clarify readily when necessary
  2. Communicate care requirements clearly and in a manner that reflects an appropriate level of authority
  3. Seek direction, advice and assistance when required and follow as appropriate to the situation
  4. Ensure information conveyed is timely and in accordance with the needs of the situation
  5. Recognise any difficulties in communication and resolve using appropriate communication skills and techniques
  6. Clarify and respect role and authority of allied personnel involved in the situation
Convey information clearly and clarify readily when necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate care requirements clearly and in a manner that reflects an appropriate level of authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek direction, advice and assistance when required and follow as appropriate to the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure information conveyed is timely and in accordance with the needs of the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise any difficulties in communication and resolve using appropriate communication skills and techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify and respect role and authority of allied personnel involved in the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Overcome barriers to communication

  1. Detect any barriers to effective communication by continuous monitoring of the situation
  2. Identify, clarify and confirm situation needs using appropriate communication skills and techniques
  3. Identify early signs of potentially complex or difficult situations
  4. Ensure actions are in accordance with relevant health organisation policies and procedures
  5. Observe discretion and confidentiality and treat clients, members of the public and allied personnel with respect at all times
  6. Treat individual situations/problems in a caring but firm manner combining sensitivity and openness with a confident, reassuring manner
  7. Ensure interaction is consistent with the urgency of the situation presented and in line with relevant policies and procedures
  8. Deal with conflict (and potential for conflict) in a manner that prevents escalation
Detect any barriers to effective communication by continuous monitoring of the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, clarify and confirm situation needs using appropriate communication skills and techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify early signs of potentially complex or difficult situations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure actions are in accordance with relevant health organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe discretion and confidentiality and treat clients, members of the public and allied personnel with respect at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Treat individual situations/problems in a caring but firm manner combining sensitivity and openness with a confident, reassuring manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure interaction is consistent with the urgency of the situation presented and in line with relevant policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with conflict (and potential for conflict) in a manner that prevents escalation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Evidence must include observation of performance in the work environment or in a simulated clinical work environment and under the normal range of clinical environment conditions.

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Observation must include:

communication under pressure

interpersonal interaction in a variety of complex or difficult work situations

communication relating to client care

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

Required Skills and Knowledge

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes knowledge of:

Effective communication techniques appropriate to communication requirements of specific job role.

Standard operating procedures applying to identified situations with complex communication needs, such as emergency situations.

Any relevant existing communication codes and systems

Confidentiality and privacy requirements

Operating requirements relating to local communication equipment

Roles of relevant allied health personnel.

Counselling resources available locally

Legal framework for practice

Relevant national professional standards

Essential skills:

It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes the ability to:

Use advanced oral communication skills (language competence) required to fulfil job roles as specified by the organisation, including:

using interviewing techniques (may involve using interpreters)

asking questions

active listening

asking for clarification and probing as necessary

negotiating solutions

acknowledging and responding to a range of views

Operate relevant communication equipment

Use written communication skills (literacy competence) required to fulfil job roles as specified by organisation, including:

reading and understanding incident reports and routine instructions

reading and completing case management materials

preparing handover reports

apply literacy skills in English and/or a community language depending on the client group

Use interpersonal skills, including:

working with others

showing empathy with client and relatives

relating to persons from differing cultural, social and religious backgrounds

Use problem solving skills, including an ability to use tools and techniques to:

solve problems

analyse information and

make decisions that require discretion and confidentiality

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Modes of communication may include, but are not limited to:

Oral and written communication

Use of interpreters

Sign language

Use of personnel with special communication skills

Written and oral communication should:

Avoid unnecessary jargon

Conform with organisation policy and procedures

Focus on the receiver's needs

Keep stakeholders informed

Oral communication may include, but is not limited to:

Answering requests and enquiries

Questioning, clarifying and confirming information

Conveying instructions, descriptions and explanations

Consulting and advising

Written communication may include, but is not limited to:

Reports

Client care documentation

Correspondence

Communication equipment may include, but is not limited to:

Radio

Telephone

Computer

Fax

Pager

Mobile data terminal

Barriers to effective communication may include, but are not limited to:

Language difficulties

Differing terminology/jargon

Hearing difficulties

Speech impediments

Religious, social or cultural factors

Emotional state

Complex information may include, but is not limited to:

Client condition and implications

Specific health care requirements

Specific health care equipment

Incident history

Emergency procedures

Human resources requirements

Complex or difficult situations may include:

Situations involving people under stress, such as:

post suicide clients

drug and alcohol affected people

disabled people

hearing impaired

personal threat

aggression

anger

grief and loss

Emergency and crisis situations involving:

trauma

death

potential danger for those involved