Elements and Performance Criteria

Exercising effective communication skills includes:
Identifying and evaluating what is occurring within an interaction in a non judgemental way
Making decisions about appropriate words, behaviour, posture
Using active listening
Using clarifying, summarising questions
Putting together a response that is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and exploring the impact of this on the communication
Exploring and unpacking problems
Using reflective listening
Providing sufficient time to enable stories to be told
Providing summarising and reflective responses in conflict situations
Non verbal communication includes:
Gestures
Posture
Facial expression
Basic counselling skills include:
Counselling context, process and goals
Establishing a trusting relationship
Information gathering
Reflective listening
Basic knowledge of theories supporting counselling process
Human life stage development
Types of interviews include:
Related to staffing issues
Routine information collection
Confidential
Evidential
Non disclosure
Disclosure
Interviews may be carried out:
On an individual or group basis by a range of employees/workers
Interviews will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of individuals
Organisation policy and procedures
Relevant program standards
Duty of care and ethical practice
Quality of presentations will be assessed according to:
Clarity
Appropriate sequencing
Delivery within a predetermined time
Utilising appropriate media to enhance the presentation
Addressing audience needs
Opportunities will include:
Allowing sufficient time to hear individual stories
Encouraging a full exploration of issues
Encouraging validation of individual issues
Exercising effective communication skills includes:
Identifying and evaluating what is occurring within an interaction in a non judgemental way
Making decisions about appropriate words, behaviour, posture
Using active listening
Using clarifying, summarising questions
Putting together a response that is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and exploring the impact of this on the communication
Exploring and unpacking problems
Using reflective listening
Providing sufficient time to enable stories to be told
Providing summarising and reflective responses in conflict situations
Non verbal communication includes:
Gestures
Posture
Facial expression
Basic counselling skills include:
Counselling context, process and goals
Establishing a trusting relationship
Information gathering
Reflective listening
Basic knowledge of theories supporting counselling process
Human life stage development
Types of interviews include:
Related to staffing issues
Routine information collection
Confidential
Evidential
Non disclosure
Disclosure
Interviews may be carried out:
On an individual or group basis by a range of employees/workers
Interviews will be carried out within requirements established by:
Commonwealth and State legislation
International conventions relating to the rights of individuals
Organisation policy and procedures
Relevant program standards
Duty of care and ethical practice
Quality of presentations will be assessed according to:
Clarity
Appropriate sequencing
Delivery within a predetermined time
Utilising appropriate media to enhance the presentation
Addressing audience needs
Opportunities will include:
Allowing sufficient time to hear individual stories
Encouraging a full exploration of issues
Encouraging validation of individual issues

Critical aspects of evidence include:
Providing evidence that all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
Using effective communication skills with clients accessing service, and with work colleagues
Using strategies to meet particular client communication need/difficulties
Conflict resolution is addressed in a timely way and in a manner which is inclusive of individual issues, and does not compromise the standing of the organisation or the integrity of the individual
Knowing when to provide referrals to conflict resolution and mediation
Essential knowledge:
Cross cultural communication protocols
Family system models
Grief and loss issues
Sexuality and human relations issues
Crisis intervention theories and models
Dynamics of conflict resolution
Recognition of communication styles of individuals
Dynamics of groups and different styles of group leadership
Different communication skills relevant to client group eg signing
Oral communication skills required to fulfil job roles as specified by the organisation/service. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. Service/organisation may require competence in English or community language, depending on client group
Literacy skills to enable reporting and recording of client interaction within the scope of the job role
Essential skills:
Full range of communication techniques including:
Reflective listening, respectful responding, development of empathy and rapport and other basic counselling skills
Facilitating conflict resolution through application of a range of strategies
Techniques to seek agreement between parties
Active listening if culturally appropriate, recognition of non verbal triggers
Feedback
Interpretation
Role boundaries setting
Negotiation
Establishing empathy
Skills in working with clients in crisis
Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment
Consistency in performance:
Assessment may include observations, questioning or evidence gathered from a workplace setting
Assessment is recommended to be on more than one occasion and must include the range of clients who access the service
Context of assessment:
This unit should be assessed on the job or through simulation.
Critical aspects of evidence include:
Providing evidence that all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
Using effective communication skills with clients accessing service, and with work colleagues
Using strategies to meet particular client communication need/difficulties
Conflict resolution is addressed in a timely way and in a manner which is inclusive of individual issues, and does not compromise the standing of the organisation or the integrity of the individual
Knowing when to provide referrals to conflict resolution and mediation
Essential knowledge:
Cross cultural communication protocols
Family system models
Grief and loss issues
Sexuality and human relations issues
Crisis intervention theories and models
Dynamics of conflict resolution
Recognition of communication styles of individuals
Dynamics of groups and different styles of group leadership
Different communication skills relevant to client group eg signing
Oral communication skills required to fulfil job roles as specified by the organisation/service. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. Service/organisation may require competence in English or community language, depending on client group
Literacy skills to enable reporting and recording of client interaction within the scope of the job role
Essential skills:
Full range of communication techniques including:
Reflective listening, respectful responding, development of empathy and rapport and other basic counselling skills
Facilitating conflict resolution through application of a range of strategies
Techniques to seek agreement between parties
Active listening if culturally appropriate, recognition of non verbal triggers
Feedback
Interpretation
Role boundaries setting
Negotiation
Establishing empathy
Skills in working with clients in crisis
Resource implications:
Access to appropriate workplace where assessment can take place or
Simulation of realistic workplace setting for assessment
Consistency in performance:
Assessment may include observations, questioning or evidence gathered from a workplace setting
Assessment is recommended to be on more than one occasion and must include the range of clients who access the service
Context of assessment:
This unit should be assessed on the job or through simulation.