Use targeted communication skills to build relationships

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCOM403A, 'Use targeted communication skills to build relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Use targeted communication skills to build relationships' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Communicate effectively with clients and staff

1.1 Identify and use appropriate communication strategies to:

establish rapport

exchange information

facilitate resolution of issues

defuse potentially difficult situations

1.2 Conduct interviews according to established procedures

1.3 Give feedback and advice in a way which reflects current identified good practice

1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues

1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met

1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes

1.7 Respect and consider differences in views in a way that values and encourages the contributions of others

1.8 Ensure communication represents the organisation effectively where appropriate

2. Contribute to the implementation of effective communication strategies

2.1 Implement strategies to check on the effectiveness of communication with clients and colleagues

2.2 Facilitate access to interpretive and translation services as required

2.3 Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way

2.4 Provide coaching in effective communication to colleagues and clients as required

2.5 Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met

3. Use specific communication techniques to maintain constructive interaction

3.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers

3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues

3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised

3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role

3.5 Make referral for conflict resolution and mediation as appropriate

4. Facilitate discussions

4.1 Provide opportunities to fully explore all relevant issues

4.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members

4.3 Routinely contribute to and follow objectives and agendas for meetings and discussions

4.4 Provide relevant information to groups as appropriate to facilitate outcomes

4.5 Evaluate group communication strategies to promote ongoing participation of all parties

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

5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges

5.1 Identify and address specific communication barriers such as:

closed or unreceptive attitudes

mistrust or misunderstanding of people, organisations, systems and/or processes

emotional states, such as fear, anger and frustration

5.2 Identify areas of mistrust or conflict that may require resolution

5.3 Identify the need to include additional parties


Qualifications and Skillsets

CHCCOM403A appears in the following qualifications:

  • CPC60108 - Advanced Diploma of Building Surveying
  • CPC50108 - Diploma of Building Surveying
  • CHC40408 - Certificate IV in Alcohol and Other Drugs Work
  • CHC40108 - Certificate IV in Aged Care
  • CHC50408 - Diploma of Community Services (Alcohol, other drugs and mental health)
  • CHC40208 - Certificate IV in Home and Community Care
  • CHC42308 - Certificate IV in Mediation
  • CHC52008 - Diploma of Community Services (Case management)
  • CHC41908 - Certificate IV in Youth Justice
  • CHC40308 - Certificate IV in Disability
  • CHC42708 - Certificate IV in Volunteer Program Coordination
  • CHC41408 - Certificate IV in Child, Youth and Family Intervention (Residential and out of home care)
  • CHC40608 - Certificate IV in Leisure and Health
  • CHC40808 - Certificate IV in Community Development
  • CHC41608 - Certificate IV in Child, Youth and Family Intervention (Family support)
  • CHC42208 - Certificate IV in Telephone Counselling Skills
  • CHC41808 - Certificate IV in Youth Work
  • CHC52208 - Diploma of Community Services Coordination
  • CHC30908 - Certificate III in Employment Services
  • CHC40708 - Certificate IV in Community Services Work
  • CHC41508 - Certificate IV in Child, Youth and Family Intervention (Child protection)
  • CHC51908 - Diploma of Relationship Education
  • CHC51608 - Diploma of Employment Services
  • CHC42508 - Certificate IV in Community Services (Information, advice and referral)
  • CHC42008 - Certificate IV in Employment Services
  • CHC30408 - Certificate III in Disability
  • CHC40908 - Certificate IV in Social Housing
  • CHC50208 - Diploma of Community Services (Alcohol and other drugs)
  • CHC51808 - Diploma of Family Intake and Support Work
  • CHC40508 - Certificate IV in Mental Health
  • CHC51108 - Diploma of Children's Contact Services Work
  • CHC60108 - Advanced Diploma of Disability Work
  • CHC41108 - Certificate IV in Pastoral Care
  • CHC41008 - Certificate IV in Community Services Advocacy
  • CHC52310 - Diploma of Community Services (Development and/or Humanitarian Assistance)
  • CHC50308 - Diploma of Community Services (Mental health)
  • CHC42108 - Certificate IV in Career Development
  • CHC30208 - Certificate III in Aged Care
  • CHC42608 - Certificate IV in Celebrancy
  • CHC42408 - Certificate IV in Relationship Education
  • HLT42407 - Certificate IV in Indigenous Environmental Health
  • HLT42307 - Certificate IV in Population Health
  • HLT32307 - Certificate III in Indigenous Environmental Health
  • HLT44007 - Certificate IV in Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT61307 - Advanced Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT32207 - Certificate III in Population Health
  • HLT52207 - Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)

And the skillsets: