Description
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This unit covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry |
Pre/Co-Requisites
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Nil
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Application
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This unit applies to work in a range of health settings where direct client contact is involved
Application of this unit should be contextualised to reflect any specific workplace communication requirements, issues and practices |
Performance Criteria
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1. Exercise effective communication techniques
1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes
1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs
1.3 Introduce oneself appropriately when required
1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements
1.5 Ensure communication is clear and relevant to situation, context and activities undertaken
1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate
1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required
1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills
1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication
2. Convey and receive information using available modes of communication
2.1 Use communication codes and equipment correctly
2.2 Acknowledge and/or clarify information received using active listening
2.3 Check to ensure information conveyed has been received and correctly understood
3. Follow routine instructions
3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames
3.2 Seek clarification of work instructions when required to ensure understanding
3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes
4. Communicate with clients
4.1 Establish rapport through open, sensitive and confident manner
4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole
4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation
4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures
5. Complete reports as required
5.1 Complete reports/records as required to the standard expected in the workplace
5.2 Ensure reports are clear and accurate and completed correctly within identified time frames
6. Present a positive image of the organisation to the public
6.1 Conduct communication with the public in a courteous manner and respecting privacy
6.2 Ensure standards of personal presentation are appropriate to the organisation
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Required Skills & Knowledge
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Essential Knowledge:
- Principles of effective communication
- Dealing with cultural diversity
- Referral processes of organisation
- Effect of sensory loss and cognitive impairment
- Relevant guidelines and procedures, and a range of written information relevant to the job role
Essential Skills:
- Use a range of communication methods used in the workplace eg oral, written notes, memos, letters, charts, diagrams
- Communicating with both clients and colleagues in a representative range of workplace situations and involving:
- adjusting communication to meet differing needs
- being appropriately assertive
- using active listening and recognising non-verbal triggers
- providing feedback
- minimising conflict and tensions
- Use oral communication skills (language competence) required to fulfil job roles as specified by the organisation, including:
- using interviewing techniques
- asking questions
- active listening
- asking for clarification and probing as necessary
- negotiating solutions
- acknowledging and responding to a range of views
- Use written communication skills (literacy competence) required to fulfil job roles as specified by organisation, including:
- reading and understanding incident reports and routine instructions
- reading and completing case management materials
- preparing handover reports
- apply literacy skills in English and/or a community language depending on the client group
- Use interpersonal skills, including:
- working with others
- showing empathy with client and relatives
- relating to persons from differing cultural, social and religious backgrounds
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Range Statement
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Individual differences and needs may include:
- Developmental
- Cultural
- Physical
- Emotional
- Behavioural
- Intellectual
Communication includes:
- All verbal and non-verbal interaction with clients and colleagues in a range of appropriate interpersonal contexts
Communicating effectively will be carried out within requirements established by:
- Anti discrimination legislation
- Accepted cultural protocols
- Accepted language protocols and systems
- Informing clients of procedures that may be conducted before, during or after treatment
Exercising effective communication skills includes
- Being non judgmental
- Active listening
- Using culturally appropriate communication methods
- Non-verbal behaviour to indicate understanding of what is being said
- Clarifying what is said
- Responses that are culturally appropriate
- Participating constructively in group processes
Appropriate persons may be from within or outside the organisations and may be:
- Colleagues
- Immediate supervisor/s
- Other health workers
- Consultants
Communication equipment may include, but is not limited to:
- Radio
- Telephone
- Computer
- Fax
- Pager
- Mobile data terminal
Communication relating to client care procedures include giving due regard to:
- Life threatening conditions
- Duty of care
- Contract of care
- Medico-legal implications
- Nature of illness/injury
- Identifying, preventing and managing adverse events and near misses
Instructions may include:
- Manufacturer/operating written instructions
- Work unit guidelines, procedures and protocols including OHS procedures and protocols for using interpreters
- Supervisor or management instructions
- Instructions may be:
Reports may be verbal or written and may include:
- Notes
- Records
- Memos
- Letters
- Client records
- Verbal ‘hand overs’ at the end of a shift
Employer rights and responsibilities may relate to:
- Legislative requirements for employee dismissal i.e. Workplace Relations Act
- Legislative requirements to provide a safe work environment free from discrimination and sexual harassment (see State and Commonwealth antidiscrimination legislation)
- Enterprise workplace agreements
- Relevant state and territory employment legislation i.e. wage rates, employment conditions
Designated knowledge/skill development may relate to:
- Hazard control
- OHS
- Manual handling
- First Aid
- Cultural awareness
- Infection control
- Cardiopulmonary resuscitation emergency response and notification protocols
- Fire emergency response procedures for notification and containment of fire, use of fire fighting equipment and fire safety procedures
- Security procedures
- Quality improvement policy and practice
- Discrimination, harassment and bullying in the workplace
- Formal and informal resolution of grievances
- Waste management
- Customer service
- Communication, conflict resolution
- Others
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Evidence Guide
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Critical aspects for assessment and evidence required to demonstrate this competency unit:
- Evidence must include observation of performance in the work environment or in a simulated work setting
- Evidence of workplace performance over time must be obtained to inform a judgement of competency
Access and equity considerations:
- All workers in the health industry should be aware of access and equity issues in relation to their own area of work
- All workers should develop their ability to work in a culturally diverse environment
- In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
- Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
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