Communicate in complex or difficult situations

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 HLTAMBFC402C, 'Communicate in complex or difficult situations'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Communicate in complex or difficult situations' 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. Convey complex information

1.1 Convey complex information clearly and accurately

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

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

2. Communicate with allied personnel

2.1 Convey information clearly and clarify readily when necessary

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

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

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

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

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

3. Overcome barriers to communication

3.1 Detect any barriers to effective communication by continuous monitoring of the situation

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

3.3 Identify early signs of potentially complex or difficult situations

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

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

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

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

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

Qualifications and Skillsets

HLTAMBFC402C appears in the following qualifications:

  • HLT41107 - Certificate IV in Ambulance Communications
  • HLT43807 - Certificate IV in Sterilisation Services
  • HLT43207 - Certificate IV in Health Administration
  • HLT50407 - Diploma of Paramedical Science (Ambulance)
  • HLT41007 - Certificate IV in Health Care (Ambulance)
  • HLT33107 - Certificate III in Basic Health Care