Communicating with clients

Communicate with people accessing the services of the organization CHCCOM201C

 

This unit is about communicating with your organization’s clients.

 

 

How you will be assessed

You will be assessed in the workplace with the normal diversersity of clients who access the service.

This unit will be assessed by:

  • Give your assessor a walkaround tour of your workplace, and describe your organization, its goals, and what you do. You assessor may ask any relevant questions in order to understand what you do.
  • Supervisor observation of your contribution in team meetings
  • Review of your workplan and your workplace documents
  • Interview based on the requirements below.

 

Interview

  1. What are your organization policies and procedures for referral within the organization?
  2. Explain the roles and responsibilities of workers within your organization
  3. What are your organization’s policies and procedures for privacy and confidentiality of information provided by clients and others?
  4. In your organization, people from what different cultures are either clients or workers?
  5. What do you need to do to accommodate people of other cultures?

 

 

Detailed requirements

1. Communicate appropriately with clients of the organization.

  1. Take the inquiry or request:
    1. Introduce yourself appropriately.
    2. Converse briefly to clarify meaning and understand their request or inquiry.
    3. Take time to listen to them for any more information about their inquiry or request.
    4. Give them appropriate information on how to access the service.
    5. Refer the request or inquiry to appropriate person in your organization. (It should be clear in your organization’s guidelines and procedures.)
  2. When communicating with clients
    1. Show respect.
    2. Use appropriate verbal and non-verbal communication.
    3. Show respect for diversity. Communicate in a way that is non discriminatory, supportive and inclusive.
    4. Show a non-judgmental attitude.
  3. Respond to messages appropriately.
  4. Develop conversations about appropriate topics.
  5. Listen and respond to communication initiatives of client.

2. Present a positive image of the service to the public.

  1. Communicate with the public in a courteous manner and respecting privacy.
  2. Demonstrate standards of personal presentation appropriate to the organization.

3. Other required skills

  1. Follow relevant policies, protocols, guidelines and procedures of the organization.
  2. Take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities.
  3. Language, literacy and numeracy competence required to do your job and appropriate to the organization and clients. The language may be English or community language as required by the organization.