ELEMENT

PERFORMANCE CRITERIA

1. Use effective communication skills

1.1 Apply principles of effective communication, with an understanding of communication processes and factors that facilitate and inhibit communication

1.2 Use communication skills to enhance or promote effective interactions

1.3 Use effective communication as a basis for developing skills in therapeutic communication

1.4 Deliver information clearly, clarified, timely and in accordance with the situation

1.5 Apply a respectful and confidential communication manner at all times

1.6 Use health terminology correctly in written and verbal communication with clients, family, carers and colleagues, using accurate spelling and pronunciation

1.7 Comply with legal requirements for client documentation and use Australian/UK/English medical terminology

2. Communicate with client, carer and health care personnel

2.1 Maximise opportunities for staff to involve clients, family and carers in their care and treatment

2.2 Actively encourage clients, family and carers to share their information

2.3 Demonstrate politeness, respect and empathy to clients, family and carers

2.4 Provide a caring, sensitive, confident and reassuring manner in all interactions with clients

2.5 Refer to appropriate personnel when complicated situations are outside the role of the Enrolled/Division 2 nurse

2.6 Take into account the roles and responsibilities of various health care personnel involved in communicating in complicated situations

2.7 Complete all documentation detailing complicated and difficult situations complying with legal requirements

2.8 Identify and apply appropriate communication strategies and techniques in a number of varying complicated situations

3. Effectively address constraints to communication

3.1 Identify actual and potential constraints to effective communication

3.2 Recognise difficulties in communication, possible causes and resolve using appropriate communication skills and techniques

3.3 Identify early signs of potential complicated or difficult situations and report or implement strategies as directed by the registered nurse

3.4 Clarify and address the issues and needs of people taking into account differing cultures, religious practices, language, physical disability and emotional state

4. Evaluate effectiveness of communication

4.1 Document and report outcomes of communication strategies

4.2 Refer to appropriate health personnel when situation is outside own role and responsibility

4.3 Assist in assessing the effectiveness of communication strategies

5. Effectively use the principles and processes of open disclosure

5.1 Be aware of the principles and process of open disclosure in a health care environment

5.2 Communicate effectively with clients after an adverse event

5.3 Address own role and responsibilities in relation to open disclosure in line with organisation policies and procedures

6. Use information technology

6.1 Use computers and related information technology to support nursing practice

6.2 Comply with organisation protocols for electronic communication with clients, family and carers

6.3 Use information technology to access data appropriate to own role and organisation requirements

7. Give and receive feedback for performance improvement

7.1 Use feedback as a tool to achieve performance improvement

7.2 Use appropriate language and a respectful manner to accept and act upon feedback in relation to performance improvement