Elements and Performance Criteria

Diversity may relate to individual differences and needs and may include:
Age
Behavioural
Cultural
Developmental
Emotional
Intellectual
Physical
Religious/spiritual
Social

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

Exercising effective communication skills includes:
Being non judgemental
Active listening, where culturally appropriate
Non verbal behaviour to indicate understanding of what is being said
Clarifying what is said
Responses that are culturally appropriate
Participating in group processes

Appropriate person may be from within or outside the organisations may be:
Colleagues
Immediate supervisor
Other health workers
Consultant
Clients and families/carers

Instructions may include:
Manufacturer's/operating written instructions
Work unit guidelines, procedures and protocols including occupational health and safety procedures and protocols for using interpreters
Supervisor's or management instructions

Instructions may be:
Written
Verbal

Reports may be verbal or written and may include:
Notes
Records
Memos
Letters
Clients records
Verbal 'hand overs' at the end of a shift
Case file notes

Critical aspects of assessment:
Competency should be demonstrated over the range of communication methods used in the workplace (eg oral, written notes, memos, letters etc) and include communication with both clients and colleagues

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
A range of written material relevant to the job role

Essential skills:
Adjusting communication to meet differing needs
Assertion
Active listening and recognition of non verbal triggers
Providing feedback
Minimising conflict and tensions
Reading and writing skills required to fulfil job roles as specified by organisation/service. The level of skill may range from the ability to understand symbols used on occupational health and safety signs, to reading workplace safety pamphlets or procedure manuals, to reading and handling chemicals such as cleaning fluids. Literacy support available in the workplace may range from having access to support and assistance from expert/mentor/supervisor, to having no communication supports available
Literacy may be required in English or a community language depending on the client group
Oral communication skills required to fulfil job roles as specified by the organisation/service. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. Service/organisation may require competence in English or community language, depending on client group

Resource implications:
Access to appropriate workplace where assessment can be conducted or
Simulated of realistic workplace setting for assessment

Consistency in performance:
Assessment may include observation, questioning and evidence gathered from the workplace environment. Workplace evidence can include testimonials from clients and colleagues, portfolios etc.
Assessment may be conducted on one or more occasions and must include the normal range of workplace situations with clients and colleagues

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. This may include the use of languages other than English and alternative communications systems.