ELEMENT

PERFORMANCE CRITERIA

1. Use effective communication skills in complex situations

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

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

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

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

1.5 Apply a respectful and confidential manner throughout all communications

1.6 Provide a therapeutic environment in all interactions with clients through a caring, sensitive, confident and reassuring manner

1.7 Demonstrate politeness, respect and empathy in all interactions with clients, family and carers

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

2. Deliver complex information effectively

2.1 Deliver complex information in a manner that is clearly understood by clients, carers, colleagues and others

2.2 Allow time for complex information to be comprehended taking into account people's differing levels of understanding

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

2.4 Confirm the understanding of information by clients, carers, colleagues and others

2.5 Communicate effectively in an emergency situation in line with the health organisation policy and procedure and in consultation/collaboration with registered nurse

2.6 Address stressful situations using effective communication skills or refer to the most appropriate health care team member for resolution

2.7 Deliver complex information to clients/carers in a manner that enhances understanding and prevents 'information overload'

3. Identify and address actual and potential constraints to communication

3.1 Identify actual and potential constraints to effective communication in the workplace

3.2 Identify and apply communication strategies and techniques appropriate to a range of varying complicated situations

3.3 Identify early signs of potential complicated or difficult situations

3.4 Implement strategies to address complicated or difficult communication situations in line with relevant policies and procedures and within scope of role

3.5 Clarify roles of other health professionals involved in complicated communication situations

3.6 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 in complicated situations

4.1 Document and report outcomes of communication strategies to address complicated situations

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 in complicated situations

4.4 Ensure debriefing sessions are available for self and staff following difficult situations

5. Use information technology

5.1 Use computers and related information technology to support nursing practice

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

5.3 Use information technology, including the internet to access data appropriate to own role and organisation requirements

5.4 Use basic computing and word processing skills to access, develop and manipulate information in line with own role and organisation requirements

6. Lead small group discussions

6.1 Monitor and respond appropriately to changing group dynamics

6.2 Clarify the purpose of group meetings and manage discussion in line to achieve identified objectives

6.3 Implement appropriate meeting procedures and roles of members to support effective contribution to discussion

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 achieve performance improvement through feedback

7.3 Apply strategies to deliver constructive outcomes from giving and receiving feedback

7.4 Assess own performance as a basis for assessing the performance of others and providing feedback

7.5 Undertake mentoring within scope of practice of Enrolled/Division 2 nurse

8. Use the principles and processes of open disclosure effectively

8.1 Apply organisation principles and processes of open disclosure in consultation/collaboration with registered nurse

8.2 Follow organisation processes for notifying adverse events to clients, family or carers

8.3 Outline potential impact of adverse events on clients, family and carers

8.4 Communicate effectively with clients after an adverse event in consultation/collaboration with registered nurse

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

8.6 Apply principles and practices of risk management and quality improvement in regard to open disclosure in consultation/collaboration with registered nurse