Unit of competency Outline
Information current as of
21/10/2026 12:12 AM AWST
21/10/2026 12:12 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 in a nursing role
Communicate effectively in a nursing role
Unit of competency
National Code
HLTEN402C
HLTEN402C
State Code
WD136
WD136
TGA Status
Replaced
Replaced
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
19/07/2012
Original Release Date
07/05/2012
Nominal Hours
35
Field of Education
060301 - General Nursing
Description
DescriptorThis competency unit describes the knowledge and skills required to use effective communication skills in the delivery or receipt of information in the health environment context. It includes communication with clients, family, carers, colleagues or members of the public
General notes
N/A
Elements and Performance Criteria
1. Use effective communication skills
- 1.1 Apply principles of effective communication, with an understanding of communication processes and factors that facilitate and inhibit communication
- 1.2 Use communication skills to enhance or promote effective interactions
- 1.3 Use effective communication as a basis for developing skills in therapeutic communication
- 1.4 Deliver information clearly, clarified, timely and in accordance with the situation
- 1.5 Apply a respectful and confidential communication manner at all times
- 1.6 Use health terminology correctly in written and verbal communication with clients, family, carers and colleagues, using accurate spelling and pronunciation
- 1.7 Comply with legal requirements for client documentation and use Australian/UK/English medical terminology
2. Communicate with client, carer and health care personnel
- 2.1 Maximise opportunities for staff to involve clients, family and carers in their care and treatment
- 2.2 Actively encourage clients, family and carers to share their information
- 2.3 Demonstrate politeness, respect and empathy to clients, family and carers
- 2.4 Provide a caring, sensitive, confident and reassuring manner in all interactions with clients
- 2.5 Refer to appropriate personnel when complicated situations are outside the role of the Enrolled/Division 2 nurse
- 2.6 Take into account the roles and responsibilities of various health care personnel involved in communicating in complicated situations
- 2.7 Complete all documentation detailing complicated and difficult situations complying with legal requirements
- 2.8 Identify and apply appropriate communication strategies and techniques in a number of varying complicated situations
3. Effectively address constraints to communication
- 3.1 Identify actual and potential constraints to effective communication
- 3.2 Recognise difficulties in communication, possible causes and resolve using appropriate communication skills and techniques
- 3.3 Identify early signs of potential complicated or difficult situations and report or implement strategies as directed by the registered nurse
- 3.4 Clarify and address the issues and needs of people taking into account differing cultures, religious practices, language, physical disability and emotional state
4. Evaluate effectiveness of communication
- 4.1 Document and report outcomes of communication strategies
- 4.2 Refer to appropriate health personnel when situation is outside own role and responsibility
- 4.3 Assist in assessing the effectiveness of communication strategies
5. Effectively use the principles and processes of open disclosure
- 5.1 Be aware of the principles and process of open disclosure in a health care environment
- 5.2 Communicate effectively with clients after an adverse event
- 5.3 Address own role and responsibilities in relation to open disclosure in line with organisation policies and procedures
6. Use information technology
- 6.1 Use computers and related information technology to support nursing practice
- 6.2 Comply with organisation protocols for electronic communication with clients, family and carers
- 6.3 Use information technology to access data appropriate to own role and organisation requirements
7. Give and receive feedback for performance improvement
- 7.1 Use feedback as a tool to achieve performance improvement
- 7.2 Use appropriate language and a respectful manner to accept and act upon feedback in relation to performance improvement
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
Common terms associated with communication may include
Active listening
Argument
Body language
Brainstorming
Counselling
Debate
Discussion
Electronic aids
Empathy
Facial expression
Interview
Intimate space
Non-verbal communication - space, gesture, expression, posture, dress, voice tone, gaze
Public space
Reflective listening
Self disclosure
Social space
Symbols and pictures
Sympathy
Touch
Trust
Verbal communication
Written communication
Scope of practice includes:
Statutory framework within which work takes place
Scope of practice of Enrolled/Division 2 nurse (registered nurse division 2), under current legislation
Oral communication may include:
Responding to questions and delivering health care environment information
Interpretation of complicated situations
Questioning, clarifying and confirming information
Explaining information , procedures and descriptions
Constraints to effective communication may include:
Environment difficulties
Family and/or friends involvement
Language difficulties
Hearing and/or speech impairments
Religious, social, spiritual or cultural factors
Emotional state
Open disclosure includes:
The provision of an open, consistent approach to communicating with clients following an adverse event
Expressing regret for what has happened, keeping the client informed and providing feedback on investigations
Includes steps taken to prevent an event from happening
Provides information that enables systems of care to be changed or to improve client safety
(Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard, Safety and Quality Council. 2005)
An adverse event means:
An incident in which unintended harm resulted to a person receiving care
(Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard. Safety and Quality Council. 2005)
Effective communication may include the use of:
Non-verbal communication
Establishing rapport
Empathy and sympathy
Honesty and openness
Active and reflective listening
Conflict resolution
Therapeutic touch
Use of personnel with special communication skills e.g. use of interpreters
Communication process includes:
Information
Encoder/sender
Decoder/receiver
Channel
Message
Feedback
Factors affecting communication may include:
Age and gender
Culture
Language
Physical/emotional/cognitive disorder/disability
Values and beliefs
Educational background
Illness - pain and discomfort
Grief and bereavement
Stress
Discrimination and stereotyping
Environment (eg noise)
Urgency of situation
Personal bias
Complicated or difficult situations may include:
Post suicide attempts
Drug and alcohol affected people
Disabilities
Hearing impaired
Personal threat
Aggression
Anger
Emergency and crisis situations
Trauma
Death
Grief and loss
Characteristics of effective partnerships include:
Confidentiality
Trust
Self reflection
Social conversation
Creating a therapeutic environment
Encouraging autonomy and independence
Performance improvement may include:
Use of health care environment and professional standards
Effective and constructive feedback
Evaluation of all performances
Use of constructive comments
Accountability for own actions and evaluation
Performance appraisal against role statement and/or environment contract
Professional development based on personal and professional identified needs
Remediation as identified by self and/or others
Self assessment strategies may include:
Setting goals
Journal writing
Reflective learning principles
Professional development activities
Performance appraisal
Evaluating own performance
Health terminology may include (but should not be limited to):
Anatomy and physiology terms
Medical conditions
Medical investigations and procedures
Abbreviations for medical and pharmacological terms
Names of equipment and instruments
Medico-legal terminology
Written and oral instructions may include:
Memos and notices
Drug orders
Instructions for pre and postoperative care
Client notes
Routine reports
WHS signs and instructions
Telephone calls
Communicating with clients and their families
Communicating with health professionals
Handover
Email
Routine activities may include:
Entering client details into a computer system/files
Providing information to clients and their families
Ordering stock
Contributing to meetings and taking minutes
Answering client and family enquires
Scheduling
Producing a range of complex nursing documents (e.g. client history, case report)
Documents may include:
Client records
Client health histories
Case reports
Nursing notes
Electronic Health Records (EHR)
Clinical pathways and nursing care plans
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance
Common terms associated with communication may include
Active listening
Argument
Body language
Brainstorming
Counselling
Debate
Discussion
Electronic aids
Empathy
Facial expression
Interview
Intimate space
Non-verbal communication - space, gesture, expression, posture, dress, voice tone, gaze
Public space
Reflective listening
Self disclosure
Social space
Symbols and pictures
Sympathy
Touch
Trust
Verbal communication
Written communication
Scope of practice includes:
Statutory framework within which work takes place
Scope of practice of Enrolled/Division 2 nurse (registered nurse division 2), under current legislation
Oral communication may include:
Responding to questions and delivering health care environment information
Interpretation of complicated situations
Questioning, clarifying and confirming information
Explaining information , procedures and descriptions
Constraints to effective communication may include:
Environment difficulties
Family and/or friends involvement
Language difficulties
Hearing and/or speech impairments
Religious, social, spiritual or cultural factors
Emotional state
Open disclosure includes:
The provision of an open, consistent approach to communicating with clients following an adverse event
Expressing regret for what has happened, keeping the client informed and providing feedback on investigations
Includes steps taken to prevent an event from happening
Provides information that enables systems of care to be changed or to improve client safety
(Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard, Safety and Quality Council. 2005)
An adverse event means:
An incident in which unintended harm resulted to a person receiving care
(Open Disclosure - a handbook for health care professionals to assist with the implementation of the open disclosure standard. Safety and Quality Council. 2005)
Effective communication may include the use of:
Non-verbal communication
Establishing rapport
Empathy and sympathy
Honesty and openness
Active and reflective listening
Conflict resolution
Therapeutic touch
Use of personnel with special communication skills e.g. use of interpreters
Communication process includes:
Information
Encoder/sender
Decoder/receiver
Channel
Message
Feedback
Factors affecting communication may include:
Age and gender
Culture
Language
Physical/emotional/cognitive disorder/disability
Values and beliefs
Educational background
Illness - pain and discomfort
Grief and bereavement
Stress
Discrimination and stereotyping
Environment (eg noise)
Urgency of situation
Personal bias
Complicated or difficult situations may include:
Post suicide attempts
Drug and alcohol affected people
Disabilities
Hearing impaired
Personal threat
Aggression
Anger
Emergency and crisis situations
Trauma
Death
Grief and loss
Characteristics of effective partnerships include:
Confidentiality
Trust
Self reflection
Social conversation
Creating a therapeutic environment
Encouraging autonomy and independence
Performance improvement may include:
Use of health care environment and professional standards
Effective and constructive feedback
Evaluation of all performances
Use of constructive comments
Accountability for own actions and evaluation
Performance appraisal against role statement and/or environment contract
Professional development based on personal and professional identified needs
Remediation as identified by self and/or others
Self assessment strategies may include:
Setting goals
Journal writing
Reflective learning principles
Professional development activities
Performance appraisal
Evaluating own performance
Health terminology may include (but should not be limited to):
Anatomy and physiology terms
Medical conditions
Medical investigations and procedures
Abbreviations for medical and pharmacological terms
Names of equipment and instruments
Medico-legal terminology
Written and oral instructions may include:
Memos and notices
Drug orders
Instructions for pre and postoperative care
Client notes
Routine reports
WHS signs and instructions
Telephone calls
Communicating with clients and their families
Communicating with health professionals
Handover
Routine activities may include:
Entering client details into a computer system/files
Providing information to clients and their families
Ordering stock
Contributing to meetings and taking minutes
Answering client and family enquires
Scheduling
Producing a range of complex nursing documents (e.g. client history, case report)
Documents may include:
Client records
Client health histories
Case reports
Nursing notes
Electronic Health Records (EHR)
Clinical pathways and nursing care plans
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
Observation of performance in a work context is essential for assessment of this unit
Consistency of performance should be demonstrated over the required range of workplace situations and should occur on more than one occasion and be assessed by a registered nurse
Context of and specific resources for assessment:
Where, for reasons of safety, access to equipment and resources and space, assessment takes place away from the workplace, simulations should be used to represent workplace conditions as closely as possible, prior to assessment in the workplace
Method of assessment
Observation in workplace or simulated situations
Written assignments/projects
Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice.
Questioning verbal and written
Role play/simulation
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
Observation of performance in a work context is essential for assessment of this unit
Consistency of performance should be demonstrated over the required range of workplace situations and should occur on more than one occasion and be assessed by a registered nurse
Context of and specific resources for assessment:
Where, for reasons of safety, access to equipment and resources and space, assessment takes place away from the workplace, simulations should be used to represent workplace conditions as closely as possible, prior to assessment in the workplace
Method of assessment
Observation in workplace or simulated situations
Written assignments/projects
Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice.
Questioning verbal and written
Role play/simulation
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 |
|---|---|---|---|
| D8198 | HLTEN402B | Communicate effectively in a nursing role | Unit of competency |
