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