Elements and Performance Criteria

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
Disability
Family or social factors

Boundaries may refer to:
Confidentiality
Privacy
Respect
Acknowledgment of individual needs
Appropriate sexual boundaries
Appropriate physical boundaries
Use of enquiry only as appropriate and necessary
Practitioner awareness of possibilities of client/patient 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/patient 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

Managed appropriately may include:
Managing emotions
Defusing anger
Clarifying the issues
Attending to client/patient needs
Maintaining composure and professional attitude
Providing support
Seeking assistance

The need for basic counselling may include:
To support client/patient
To facilitate case taking
To facilitate negotiation with client/patient
To facilitate education of client/patient
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/patients requiring professional counselling are referred
Counselling is used as a communication tool and for emotional support when necessary to treatment
Client/patient boundaries are respected at all times
Counselling is provided in accordance with level of training

Clinic guidelines may include:
Guidelines and procedures
Mission statements
Codes of practice

Critical aspects of assessment:
Knowledge of various modes of communication appropriate to therapeutic practice
Demonstrated ability to respond appropriately to a range of clients/patients in a range of situations
Demonstrated ability to respond appropriately to special needs
Demonstrated ability to appropriately prepare and present information for a range of enquiries
Demonstrated ability to make appointments to meet a range of client/patient needs in accordance with established business practice
Demonstrated ability to handle difficult situations
Demonstrated ability to follow clinic guidelines
Demonstrated ability to assess the need for professional counselling
Demonstrated ability to use basic counselling skills to facilitate various goals
Demonstrated ability to elicit information
Demonstrated communication skills may include:
Active listening
Clear, concise and correct written and verbal communication
Ability to pass on verbal and written messages
Documentation and record keeping abilities
Correct presentation of correspondence
Ability to clarify and ascertain correct meanings from communication
Ability to establish rapport
Ability to communicate on a one-to-one and group basis
Use of correct grammar, spelling and punctuation
Demonstrated ability to seek assistance if necessary

Concurrent assessment and relationship with other units:
Work within a (specialised) framework
Perform health assessment
Provide the treatment
Make referrals to other health professionals when appropriate

Underpinning knowledge and skills:
Knowledge of principles and practices of treatment
Knowledge of clinic policies, procedures and guidelines
Demonstrated verbal and non-verbal communication skills
Knowledge of legal and ethical issues relating to practitioner - client/patient relations
Demonstrated writing skills
Demonstrated record keeping skills
Knowledge of basic counselling techniques
Ability to recognise the limitations of own counselling skills
Knowledge of basic information on counselling styles and theories
Knowledge of basic information on human psychological development and needs
Knowledge of basic information on human psychopathologies including personality disorders
Knowledge of local professional counselling resources

Resource implications:
Resource requirements may include:
Participants for role plays
Relevant paper-based/video assessment instruments
Appropriate assessment environment

Method of assessment:
Assessment may include:
Practical demonstration
Simulations and role play
Oral questioning
Case studies and scenarios as a basis for discussion

Context of assessment:
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 clinical situations.