Unit of competency

Modification History

Application

This unit describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.

This unit applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both in person and in writing.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

Foundation Skills

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

Assessment requirements

Modification History

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:

• obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately
• prepared 3 types of written correspondence in accordance with organisation communication protocols
• facilitated resolution of 1 difficult situation with a client, colleague or service provider
• facilitated 1 meeting around a workplace issue

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

• organisation communication policies and protocols
• different communication styles and techniques, and how they impact on interpersonal communication, including:

• strategies for effective interpersonal communication
• person centred and rights based approaches
• cross-cultural communication protocols
• non-verbal communication cues
• group processes and dynamics
• motivational interviewing versus coercive approach
• collaboration versus confrontation

• communication strategies to:

• build and maintain relationships and trust
• facilitate workplace meetings
• negotiate for optimal outcomes
• deliver business presentations
• address barriers
• solve problems and resolve conflict

• types of interpretation and translation services specific to the client group, and how to access them
• factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings
• professional relationship boundaries
• digital media and use in community services and health sector, including:

• web
• email
• social media
• podcast and videos
• tablets and applications
• newsletters and broadcasts
• intranet

• written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

• use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
• modelling typical workplace conditions, including:

• interactions with clients and co-workers from a range of diverse backgrounds
• facilitation of groups of at least 3 people
• typical workplace reporting processes
• interpreter and translation services where required
• use of digital media

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53