Unit of competency Outline
Date retreived
23/07/2026 6:17 AM AWST
23/07/2026 6:17 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Communicate effectively with clients
Communicate effectively with clients
Unit of competency
National Code
HLTCOM404B
HLTCOM404B
State Code
C9128
C9128
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
22/10/2007
Field of Education
120505 - Work Practices Programmes
Original Release Date
22/10/2007
Nominal Hours
30
Description
This unit covers the skills required by practitioners to establish and maintain effective communication with the client throughout all interactions and provide basic counselling as required and as appropriate to facilitate the treatment or health service being provided
Notes
Elements and Performance Criteria
1 Establish professional relationship with the client
- 1.1 Evaluate practice to maintain a high standard of client service
- 1.2 Identify and respond to special needs of clients
- 1.3 Use effective communication with clients
- 1.4 Encourage clients to voice queries and/or fears and address these appropriately
- 1.5 Take into consideration cultural and personal factors when consulting or interacting with clients
- 1.6 Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
- 1.7 Define and apply boundaries of the practitioner/ client relationship
2 Provide effective response to client enquiries
- 2.1 Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
- 2.2 Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
- 2.3 Identify and acknowledge enquirer's expectations
- 2.4 Discuss any unresolved concerns or issues with enquirers
- 2.5 Make appointments for clients according to workplace guidelines
3 Respond effectively to difficult or challenging behaviour
- 3.1 Plan responses to difficult or challenging behaviour and manage appropriately
- 3.2 Maintain professional integrity at all times
4 Use basic counselling skills as required to facilitate treatment
- 4.1 Determine need for basic counselling
- 4.2 Provide basic counselling to facilitate treatment/ services when necessary and in accordance with practice specific guidelines
- 4.3 Record details of services provided according to workplace guidelines
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.
Special needs may include:
Disability
Communication difficulties
Language difficulties
Presence of children/spouse
Need for uninterrupted privacy
Need for communication aids
Effective communication includes:
Active listening
Appropriate language
Appropriate communication aids
Appropriate modes of communication
Appropriate demeanour and body language
Appropriate tone and presentation
Observation
Questioning, clarifying, advising
Providing appropriate and accurate information
Honesty and integrity
Cultural and personal factors may include:
Religious background
Racial background
Gender
Age
Dis/ability
Family or social factors
Boundaries may refer to:
Confidentiality
Privacy
Respect
Acknowledgement of individual needs
Appropriate sexual boundaries
Appropriate physical boundaries
Use of enquiry only as appropriate and necessary
Practitioner awareness of possibilities of client transference
Practitioner staying within area of expertise
Relevant information may include:
Confirmation of appointment date and time
Number, length and costs of visits
Location directions
Costs and payment options
Referrals
Medical reports
Medication information
Procedure and practices
Information about client condition or treatment
Information about general health and self care
Background information about the practice
Information about the expertise of the practitioner
Modes of communication may include:
Verbal/non-verbal
Written
Formal/informal
Direct/indirect
Personal/using technology
Enquirer expectations may include:
Potential for improved health/wellbeing
Duration for treatment
Costs
Availability for health fund rebates
Workcover eligibility
Hours and locations of visits
Manage appropriately may include:
Managing emotions
Defusing anger
Clarifying the issues
Attending to client needs
Maintaining composure and professional attitude
Providing support
Seeking assistance
The need for basic counselling may include:
To support client
To facilitate case taking
To facilitate negotiation with client
To facilitate education of client
To facilitate information giving
To assess the need for professional counselling
Basic counselling skills may include:
Attending skills, use of body language
Paraphrasing
Reflecting feelings
Open and closed questioning or probing
Summarising
Reframing
Exploring options
Normalising statements
Practice specific guidelines refers to:
Basic counselling is used only in order to facilitate the treatment
Clients requiring professional counselling are referred
Counselling is used as a communication tool and for emotional support when necessary to treatment
Client boundaries are respected at all times
Counselling is provided in accordance with level of training
Workplace guidelines may include:
Guidelines and procedures
Mission statements
Codes of practice
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.
Special needs may include:
Disability
Communication difficulties
Language difficulties
Presence of children/spouse
Need for uninterrupted privacy
Need for communication aids
Effective communication includes:
Active listening
Appropriate language
Appropriate communication aids
Appropriate modes of communication
Appropriate demeanour and body language
Appropriate tone and presentation
Observation
Questioning, clarifying, advising
Providing appropriate and accurate information
Honesty and integrity
Cultural and personal factors may include:
Religious background
Racial background
Gender
Age
Dis/ability
Family or social factors
Boundaries may refer to:
Confidentiality
Privacy
Respect
Acknowledgement of individual needs
Appropriate sexual boundaries
Appropriate physical boundaries
Use of enquiry only as appropriate and necessary
Practitioner awareness of possibilities of client transference
Practitioner staying within area of expertise
Relevant information may include:
Confirmation of appointment date and time
Number, length and costs of visits
Location directions
Costs and payment options
Referrals
Medical reports
Medication information
Procedure and practices
Information about client condition or treatment
Information about general health and self care
Background information about the practice
Information about the expertise of the practitioner
Modes of communication may include:
Verbal/non-verbal
Written
Formal/informal
Direct/indirect
Personal/using technology
Enquirer expectations may include:
Potential for improved health/wellbeing
Duration for treatment
Costs
Availability for health fund rebates
Workcover eligibility
Hours and locations of visits
Manage appropriately may include:
Managing emotions
Defusing anger
Clarifying the issues
Attending to client needs
Maintaining composure and professional attitude
Providing support
Seeking assistance
The need for basic counselling may include:
To support client
To facilitate case taking
To facilitate negotiation with client
To facilitate education of client
To facilitate information giving
To assess the need for professional counselling
Basic counselling skills may include:
Attending skills, use of body language
Paraphrasing
Reflecting feelings
Open and closed questioning or probing
Summarising
Reframing
Exploring options
Normalising statements
Practice specific guidelines refers to:
Basic counselling is used only in order to facilitate the treatment
Clients requiring professional counselling are referred
Counselling is used as a communication tool and for emotional support when necessary to treatment
Client boundaries are respected at all times
Counselling is provided in accordance with level of training
Workplace guidelines may include:
Guidelines and procedures
Mission statements
Codes of practice
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 competency unit:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions
Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Assessment of this unit should be conducted concurrently with assessment of units relating to client assessment and/or provision of health services/treatments
Assessment of sole practitioners must include a range of clinical situations and different client groups covering at minimum, age, culture and gender
Assessment of sole practitioners must consider their unique workplace context, including:
Interaction with others in the broader professional community as part of the sole practitioner's workplace
Scope of practice as detailed in the qualification and component competency units
Holistic/integrated assessment including:
working within the practice framework
performing a health assessment
assessing the client
planning treatment
providing treatment
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
Critical aspects for assessment and evidence required to demonstrate this competency unit:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions
Assessment may be mostly practical and examples covering a range of situations relevant to health services provided in the workplace
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Assessment of this unit should be conducted concurrently with assessment of units relating to client assessment and/or provision of health services/treatments
Assessment of sole practitioners must include a range of clinical situations and different client groups covering at minimum, age, culture and gender
Assessment of sole practitioners must consider their unique workplace context, including:
Interaction with others in the broader professional community as part of the sole practitioner's workplace
Scope of practice as detailed in the qualification and component competency units
Holistic/integrated assessment including:
working within the practice framework
performing a health assessment
assessing the client
planning treatment
providing treatment
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
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C4954 | HLTCOM4A | Communicate effectively with clients/patients | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D5821 | HLTCOM404C | Communicate effectively with clients | Unit of competency |
