COURSE OUTLINE AND TIMEFRAME

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311115
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate group of discussions, and contribute to the development of communication strategies.

ELEMENT PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
1. Meet common and specific communication needs of clients and colleagues 1.1 Specific communication needs of clients and colleagues are identified and met
1.2 Different approaches are used to meet communication needs of clients and colleagues
1.3 Conflict is addressed promptly and in a timely way and in a manner which does not compromise the standing of the organization

2. Contribute to the development of communication strategies 2.1 Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
2.2 Channels of communication are established and reviewed regularly
2.3 Coaching in effective communication is provided
2.4 Work related network and relationship are maintained as necessary
2.5 Negotiation and conflict resolution strategies are used where required
2.6 Communication with clients and colleagues is appropriate to individual needs and organizational objectives


ELEMENT PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
3. Represent the organization 3.1 When participating in internal or external forums, presentation is relevant, appropriately researched and presented in a manner to promote the organization
3.2 Presentation is clear and sequential and delivered within a predetermined time
3.3 Utilize appropriate media to enhance presentation
3.4 Differences in views are respected
3.5 Written communication is consistent with organizational standards
3.6 Inquiries are responded in a manner consistent with organizational standard

4. Facilitate group discussion 4.1 Mechanisms which enhance effective group interaction is defined and implemented
4.2 Strategies which encourage all group members to participate are used routinely
4.3 Objectives and agenda for meetings and discussions are routinely set and followed
4.4 Relevant information is provided to group to facilitate outcomes
4.5 Evaluation of group communication strategies is undertaken to promote participation of all parties
4.6 Specific communication needs of individuals are identified and addressed

5. Conduct interview 5.1 A range of appropriate communication strategies are employed in interview situations
5.2 Records of interviews are made and maintained in accordance with organizational procedures
5.3 Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated













RANGE OF VARIABLES

VARIABLE RANGE
1. Strategies 1.1 Recognizing own limitations
1.2 Referral to specialists
1.3 Utilizing techniques and aids
1.4 Providing written drafts
1.5 Verbal and non verbal communication
2. Effective group interaction 2.1 Identifying and evaluating what is occurring within an interaction in a non judgmental way
2.2 Using active listening
2.3 Making decision about appropriate words, behavior
2.4 Putting together response which is culturally appropriate
2.5 Expressing an individual perspective
2.6 Expressing own philosophy, ideology and background and exploring impact with relevance to communication
3. Types of Interview 3.1 Related to staff issues
3.2 Routine
3.3 Confidential
3.4 Evidential
3.5 Non disclosure
3.6 Disclosure
4. Interview situations 4.1 Establish rapport
4.2 Elicit facts and information
4.3 Facilitate resolution of issues
4.4 Develop action plans
4.5 Diffuse potentially difficult situation


EVIDENCE GUIDE

1. Critical Aspects of Competency Assessment requires evidence that the candidate:
1.1 Demonstrated effective communication skills with clients accessing service and work colleagues
1.2 Adopted relevant communication techniques and strategies to meet client particular needs and difficulties
2. Underpinning Knowledge 2.1 Communication process
2.2 Dynamics of groups and different styles of group leadership
2.3 Communication skills relevant to client groups

3. Underpinning Skills 3.1 Full range of communication techniques including:
3.1.1 Full range of communication
3.1.2 Active listening
3.1.3 Feedback
3.1.4 Interpretation
3.1.5 Role boundaries setting
3.1.6 Negotiation
3.1.7 Establishing empathy
3.2 Communication skills required to fulfill job roles as specified by the organization

4. Resource Implications 4.1 Access to appropriate workplace where assessment can take place

5. Methods of Assessment Competency may be assessed through
5.1 Direct observation
5.2 Oral Interview

6. Context of Assessment 6.1 This unit should be assessed on the job through simulation

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