CHCCOM005: Demonstrated Effective Communication Skills In 3 Different Work Situations: Communicate And Work In Health Or Community Services Assignment, SBT, Australia

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role.

There must be evidence that the candidate has:

1. Demonstrated effective communication skills in 3 different work situations

2. Clarified workplace instructions and negotiated timeframes with 2 colleagues

3. Responded appropriately to 3 different situations where communication constraints were present

4. Completed 2 written or electronic workplace documents to organization standards.

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

1. Legal and ethical considerations in relation to communication:

a) privacy, confidentiality, and disclosure

b) discrimination

c) duty of care

d) mandatory reporting

e) translation

f) informed consent

g) work role boundaries – responsibilities and limitations

h) child protection across all health and community services contexts, including duty of care when a child is not the client, indicators of risk, and adult disclosure

2. Sources of information and the application of legal and ethical aspects of health and community services work

3. Ethical decision making and conflicts of interest

4. Principles of effective communication, including models, modes, and types

5. Communication techniques:

a) open-ended questions, affirmations, reflections, and summaries

b) difference between motivational interviewing and coercive approach

c) difference between collaboration and confrontation

6. Influences on communication:

a) language

b) culture

c) religion

d) emotional state

e) disability

f) health

g) age

7. Potential constraints to effective communication in health and community service contexts

8. Health and community services industry terminology relating to role and service provision

9. Importance of grammar, speed, and pronunciation for verbal communication

10. When and how to use and recognize non-verbal communication

11. Structure, function, and interrelationships between different parts of the health and community service system

12. Organization structure and different models to support optimum client service:

a) principles underpinning person-centered service delivery

b) principles of rights-based service delivery

c) different roles and responsibilities of team

d) characteristics of multi-disciplinary teams and how they are used

e) relationships between different members of the health and community services workforces

f) role of support services

g) links and interrelationships with other services

h) funding environment

13. Digital media and use in community services and health sector, including:

a) web

b) email

c) social media

d) podcast and videos

e) tablets and applications

f) newsletters and broadcasts

g) intranet.