Communication

CHCCOM002 Use communication to build relationships

This unit is about applying specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust.

 

How you will be assessed

You will be assessed through:

• Assessor observation on the job
• Supervisor reference (if the assessor is not the supervisor)
• Review of your workplace documents (e.g. procedures, case notes, Day Book, meeting agendas, meeting minutes, correspondence)
• Interview/assignment based on the requirements below.

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Practical

CA, RE

You will be assessed in the workplace in typical workplace conditions, including:

• interactions with clients and co-workers from a range of diverse backgrounds.
• facilitation of groups of at least three people.
• typical workplace reporting processes.
• interpreter and translation services where required.
• use of digital media.
• real workplace policies and procedures.
• suitable facilities, equipment and resources.

 

You need to show that you have:

1. Got feedback from three clients or colleagues on how effective your communication was and how appropriate your responses were.
2. Prepared three kinds of written correspondence according to your organization’s communication protocols.
3. Facilitated the resolution of at least one difficult situation with a client, colleague or service provider.
4. Set up and led at least one meeting on a workplace issue.

Show your assessor your workplace and the forms and procedures. Explain how it works as you go. Your assessor may ask you any questions on how it works.

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Interview/assignment questions

All RK

1. Explain in overview your organization’s communication policies and protocols for:
1. Written communication (e.g. forms, reports, email)
2. Oral communication.
2. Explain the differences between the communication styles of four people you work with.
3. different communication styles and techniques, and how they impact on interpersonal communication, including:
4. How do different communication styles and techniques affect:
1. strategies for effective interpersonal communication,
2. person centred and rights-based approaches,
3. cross-cultural communication protocols,
4. non-verbal communication cues,
5. group processes and dynamics,
5. What are the differences in communication styles between:
1. motivational interviewing versus a coercive approach?
2. collaboration versus confrontation?
6. What communication strategies do you use to:
1. build and maintain relationships and trust,
2. facilitate workplace meetings,
3. negotiate for optimal outcomes,
4. deliver business presentations,
5. address barriers,
6. solve problems and resolve conflict?
7. What kinds of interpretation and translation services are available to your specific client group? How can you access them?
8. Communication barriers result from high emotions, mistrust or misunderstandings. What factors commonly contribute to those causes?
9. What boundaries apply your professional relationships?
10. How are the following kinds of digital media used in community services and health sector:
1. Internet,
2. intranet,
3. email,
4. social media,
5. podcast and videos,
6. tablets and applications, and
7. newsletters and broadcasts.
11. Explain your organization’s guidelines and style guides for written work, including letters, emails, minutes, case notes, and reports.

Note: Your assessor may also ask you a variety of what if questions.

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Detailed requirements

1. Communicate with clients and co-workers.^{O, In}

El/PC 1

1. Identify and use appropriate communication techniques to communicate with clients and colleagues.
2. Communicate in a way that demonstrates respect, accepts individual differences and upholds rights.
3. Represent the organization appropriately.
4. Inform clients and service providers
5. Follow communication policies and protocols.

 

2. Address communication needs.^{O, In, Id}

El/PC 2

1. Recognize and support the communication needs of clients, colleagues and external networks.
2. Access interpreter and translation services when needed.
3. Identify and address problems and communication barriers.
4. Defuse conflict or potentially difficult situations with clients and colleagues, and refer them according to your organization’s requirements.
5. Ask for feedback on how effective your communication was with clients, colleagues and external networks. Respond appropriately.

 

3. Arrange meetings.^{W, O, In}

El/PC 3

1. Develop an agenda and list of invited participants in consultation with appropriate people.
2. Inform participants and other stakeholders of the details of the meeting. (Follow your organization’s communication protocols.)

 

3. Lead meetings. ^{O, In, W}

El/PC 3

1. Contribute to objectives and agendas for meeting and follow them.
2. Encourage all members to participate equally, including seeking and acknowledging contributions from all members.
3. Give people opportunities to fully explore all relevant issues and give relevant information.
4. Ensure the specific communication needs of individuals within the meeting are identified and addressed.
5. Resolve conflicts between participants.
6. Minute or record the meeting according to your organization’s requirements.
7. Evaluate meeting processes and identify lessons learned or opportunities for improvement.

4. Other.

CA other

1. Manage tasks and contingencies on the job
2. Follow Commonwealth and State/Territory legislation, Australian/New Zealand standards, and industry codes of practice.

 

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Code for unit reqts:
CA: Conditions of assessment
El/PC: Element & criteria
RE: Required evidence
RK: Required knowledge
RS: Required skills

Code for Foundation skills:
L: Learning
Id: Identify beliefs & thinking
R: Reading
W: Writing
N: Numeracy
O: Oral communication
N: Navigate world of work
In: Interact with others
G: Get work done