Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required to apply specific workplace communication techniques to build and maintain relationships with clients and colleagues based on respect and trust |
Application of the Unit
Application |
The communication skills described in this unit should be applied to target specific communication issues and may be applied across a range of workplace contexts involving application of a range of communication strategies to address specific needs and issues, working with various levels of social and cultural diversity |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Communicate effectively with clients and staff |
1.1 Identify and use appropriate communication strategies to:
1.2 Conduct interviews according to established procedures 1.3 Give feedback and advice in a way which reflects current identified good practice 1.4 Demonstrate respect for individual, cultural and social differences, needs and rights in communicating with clients and colleagues 1.5 If communication break down occurs, respond appropriately and refer to other staff or specialist services if required to ensure duty of care responsibilities are met 1.6 Respond to enquiries in a manner that promotes achievement of mutual outcomes 1.7 Respect and consider differences in views in a way that values and encourages the contributions of others 1.8 Ensure communication represents the organisation effectively where appropriate |
2. Contribute to the implementation of effective communication strategies |
2.1 Implement strategies to check on the effectiveness of communication with clients and colleagues 2.2 Facilitate access to interpretive and translation services as required 2.3 Regularly review established channels of communication to ensure clients and co workers are informed of relevant information in a timely way 2.4 Provide coaching in effective communication to colleagues and clients as required 2.5 Maintain relevant work-related networks and relationships as required to ensure client needs and organisation objectives are met |
3. Use specific communication techniques to maintain constructive interaction |
3.1 Put in place strategies to develop a trusting relationship that will enable negotiation of communication barriers 3.2 Use communication skills and processes to identify and address barriers to communication and facilitate identification of individual issues 3.3 Use effective skills in listening and providing feedback to ensure stories are heard and to support exploration and validation of issues raised 3.4 Seek agreement on processes to be followed to address issues within scope of own abilities, skills and work role 3.5 Make referral for conflict resolution and mediation as appropriate |
4. Facilitate discussions |
4.1 Provide opportunities to fully explore all relevant issues 4.2 Routinely use strategies that encourage all group members to participate equally, including seeking and acknowledging contributions from all members 4.3 Routinely contribute to and follow objectives and agendas for meetings and discussions 4.4 Provide relevant information to groups as appropriate to facilitate outcomes 4.5 Evaluate group communication strategies to promote ongoing participation of all parties 4.6 Implement strategies to ensure the specific communication needs of individuals within the group are identified and addressed |
5. Identify communication strategies to build relationships with clients who are involuntary or present communication challenges |
5.1 Identify and address specific communication barriers such as:
5.2 Identify areas of mistrust or conflict that may require resolution 5.3 Identify the need to include additional parties |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : It is critical that the candidate demonstrate knowledge of:
The candidate must also be able to demonstrate relevant knowledge required to effectively perform task skills; task management skills; contingency management skills and job/role environment skills as outlined in elements and performance criteria, such as knowledge of:
|
Essential skills : It is critical that the candidate demonstrate the ability to:
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to:
|
Evidence Guide
EVIDENCE GUIDE |
|
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
|
Critical aspects for assessment and evidence required to demonstrate this unit of competency : |
|
Access and equity considerations : |
|
Context of and specific resources for assessment : |
|
Method of assessment : |
|
Range Statement
RANGE STATEMENT |
|
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts. |
|
Communicate effectively includes : |
|
Non -verbal communication includes : |
|
Interviews may include : |
|
Established procedures may refer to : |
|
Presentation of information includes : |
|
Opportunities will include : |
|
Additional parties may include : |
|
Unit Sector(s)
Not Applicable