Unit of competency Outline
Date retreived
22/07/2026 2:29 AM AWST
22/07/2026 2:29 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 in complex or difficult situations
Communicate in complex or difficult situations
Unit of competency
National Code
HLTAMBFC402C
HLTAMBFC402C
State Code
D5742
D5742
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
06/08/2014
Field of Education
069905 - Paramedical Studies
Original Release Date
06/08/2014
Nominal Hours
35
Description
DescriptorThis unit involves communication where there are special difficulties in conveying or receiving information in the context of providing health care services
Notes
Elements and 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
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.
Modes of communication may include, but are not limited to:
Oral and written communication
Use of interpreters
Sign language
Use of personnel with special communication skills
Written and oral communication should:
Avoid unnecessary jargon
Conform with organisation policy and procedures
Focus on the receiver's needs
Keep stakeholders informed
Oral communication may include, but is not limited to:
Answering requests and enquiries
Questioning, clarifying and confirming information
Conveying instructions, descriptions and explanations
Consulting and advising
Written communication may include, but is not limited to:
Reports
Client care documentation
Correspondence
Communication equipment may include, but is not limited to:
Radio
Telephone
Computer
Fax
Pager
Mobile data terminal
Barriers to effective communication may include, but are not limited to:
Language difficulties
Differing terminology/jargon
Hearing difficulties
Speech impediments
Religious, social or cultural factors
Emotional state
Complex information may include, but is not limited to:
Client condition and implications
Specific health care requirements
Specific health care equipment
Incident history
Emergency procedures
Human resources requirements
Complex or difficult situations may include:
Situations involving people under stress, such as:
post suicide clients
drug and alcohol affected people
disabled people
hearing impaired
personal threat
aggression
anger
grief and loss
Emergency and crisis situations involving:
trauma
death
potential danger for those involved
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.
Modes of communication may include, but are not limited to:
Oral and written communication
Use of interpreters
Sign language
Use of personnel with special communication skills
Written and oral communication should:
Avoid unnecessary jargon
Conform with organisation policy and procedures
Focus on the receiver's needs
Keep stakeholders informed
Oral communication may include, but is not limited to:
Answering requests and enquiries
Questioning, clarifying and confirming information
Conveying instructions, descriptions and explanations
Consulting and advising
Written communication may include, but is not limited to:
Reports
Client care documentation
Correspondence
Communication equipment may include, but is not limited to:
Radio
Telephone
Computer
Fax
Pager
Mobile data terminal
Barriers to effective communication may include, but are not limited to:
Language difficulties
Differing terminology/jargon
Hearing difficulties
Speech impediments
Religious, social or cultural factors
Emotional state
Complex information may include, but is not limited to:
Client condition and implications
Specific health care requirements
Specific health care equipment
Incident history
Emergency procedures
Human resources requirements
Complex or difficult situations may include:
Situations involving people under stress, such as:
post suicide clients
drug and alcohol affected people
disabled people
hearing impaired
personal threat
aggression
anger
grief and loss
Emergency and crisis situations involving:
trauma
death
potential danger for those involved
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 competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Evidence must include observation of performance in the work environment or in a simulated clinical work environment and under the normal range of clinical environment conditions.
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Observation must include:
communication under pressure
interpersonal interaction in a variety of complex or difficult work situations
communication relating to client care
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
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:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Evidence must include observation of performance in the work environment or in a simulated clinical work environment and under the normal range of clinical environment conditions.
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Observation must include:
communication under pressure
interpersonal interaction in a variety of complex or difficult work situations
communication relating to client care
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
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWA56 | HLTAMB012 | Communicate in complex situations to support health care | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J076 | HLT41112 | Certificate IV in Ambulance Communications | Qualification |
| D053 | HLT33107 | Certificate III in Basic Health Care | Qualification |
| J070 | HLT33112 | Certificate III in Basic Health Care | Qualification |
| J094 | HLT43212 | Certificate IV in Health Administration | Qualification |
| J075 | HLT41012 | Certificate IV in Health Care (Ambulance) | Qualification |
| J101 | HLT50412 | Diploma of Paramedical Science (Ambulance) | Qualification |
| J098 | HLT43812 | Certificate IV in Sterilisation Services | Qualification |
| D082 | HLT43807 | Certificate IV in Sterilisation Services | Qualification |