Communicate with clients and colleagues to support health care

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 HLTAMBFC301D, 'Communicate with clients and colleagues to support health care'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Communicate with clients and colleagues to support health care' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Exercise effective communication techniques

1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes

1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs

1.3 Introduce oneself appropriately when required

1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements

1.5 Ensure communication is clear and relevant to situation, context and activities undertaken

1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate

1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required

1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills

1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication

2. Convey and receive information using available modes of communication

2.1 Use communication codes and equipment correctly

2.2 Acknowledge and/or clarify information received using active listening

2.3 Check to ensure information conveyed has been received and correctly understood

3. Follow routine instructions

3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames

3.2 Seek clarification of work instructions when required to ensure understanding

3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes

4. Communicate with clients

4.1 Establish rapport through open, sensitive and confident manner

4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole

4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation

4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures

5. Complete reports as required

5.1 Complete reports/records as required to the standard expected in the workplace

5.2 Ensure reports are clear and accurate and completed correctly within identified time frames

6. Present a positive image of the organisation to the public

6.1 Conduct communication with the public in a courteous manner and respecting privacy

6.2 Ensure standards of personal presentation are appropriate to the organisation