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

Relevant information may include:
Confirmation of appointment date and time
Number, length and costs of visits
Location directions
Costs and payment options
Referrals
Procedure and practices
Health fund rebates
Workcover eligibility
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
Correspondence

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

Critical aspects of communication include:
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 abide by organisational procedures and practices
Demonstrated ability to elicit information
Demonstrated communication skills including:
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 basis
Use of correct grammar, spelling and punctuation
Demonstrated ability to seek assistance if necessary

Concurrent assessment and relationship with other units:
Work effectively in the health industry

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 practice information sources
Ability to handle difficult communications
Knowledge of effective communication strategies

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.