Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit involves communication where there are special difficulties in conveying or receiving information in the context of providing health care services |
Application of the Unit
Application |
Unit outcomes include conveying complex information (e.g. to members of nursing, allied medical, paramedical or emergency services), communication with clients, carers, relatives, bystanders or members of the public where there is a language, social, cultural or religious barrier or physical disability and communication in situations where there is an obstructive emotional disturbance Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Pre-requisite unit |
This unit must be assessed after successful achievement of pre-requisite:
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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. 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 |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required 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 This includes knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability 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 This includes the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate this competency unit : |
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Access and equity considerations : |
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Range Statement
RANGE STATEMENT |
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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. |
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Modes of communication may include , but are not limited to : |
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Written and oral communication should : |
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Oral communication may include , but is not limited to : |
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Written communication may include , but is not limited to : |
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Communication equipment may include , but is not limited to : |
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Barriers to effective communication may include , but are not limited to : |
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Complex information may include , but is not limited to : |
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Complex or difficult situations may include : |
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Unit Sector(s)
Not Applicable