Unit of competency Outline

Date retreived
22/07/2026 9:27 PM AWST

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Communicate with clients and colleagues to support health care

Communicate with clients and colleagues to support health care

Unit of competency
National Code
HLTAMBFC301D
State Code
WD048
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
05/08/2014
Field of Education
069905 - Paramedical Studies
Original Release Date
05/08/2014
Nominal Hours
20
Description
DescriptorThis unit covers the skills required to exercise effective communication skills with clients and colleagues to support the delivery of client care services within the health industry
Notes
Elements and Performance Criteria
1. Exercise effective communication techniques
  • 1.1 Use verbal and non-verbal communication constructively to achieve planned work outcomes
  • 1.2 Ensure all communication with clients and colleagues reflects an understanding and respect for individual differences and needs
  • 1.3 Introduce oneself appropriately when required
  • 1.4 Use interviewing and active listening techniques where needed to identify and confirm work and/or client requirements
  • 1.5 Ensure communication is clear and relevant to situation, context and activities undertaken
  • 1.6 Use touch and other non-verbal means of communication prudently, carefully and only as appropriate
  • 1.7 Seek advice about communication difficulties with clients or colleagues from supervisor or other appropriate person and implement as required
  • 1.8 Seek advice and assistance from appropriate sources as required to maintain and develop effective communication skills
  • 1.9 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard of effective communication
2. Convey and receive information using available modes of communication
  • 2.1 Use communication codes and equipment correctly
  • 2.2 Acknowledge and/or clarify information received using active listening
  • 2.3 Check to ensure information conveyed has been received and correctly understood
3. Follow routine instructions
  • 3.1 Ensure workplace instructions are interpreted correctly and carried out within agreed time frames
  • 3.2 Seek clarification of work instructions when required to ensure understanding
  • 3.3 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes
4. Communicate with clients
  • 4.1 Establish rapport through open, sensitive and confident manner
  • 4.2 Inform client (or their agent) about client care procedures in a manner, and at a time consistent with the overall needs of the client and situation as a whole
  • 4.3 Obtain information from client or others showing the firmness, sensitivity and respect for confidentiality demanded by the situation
  • 4.4 Recognise and respect religious, social and cultural differences between individuals that may require special communication skills or client care procedures
5. Complete reports as required
  • 5.1 Complete reports/records as required to the standard expected in the workplace
  • 5.2 Ensure reports are clear and accurate and completed correctly within identified time frames
6. Present a positive image of the organisation to the public
  • 6.1 Conduct communication with the public in a courteous manner and respecting privacy
  • 6.2 Ensure standards of personal presentation are appropriate to the organisation
RANGE STATEMENT

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.


Individual differences and needs may include:
Developmental
Cultural
Physical
Emotional
Behavioural
Intellectual


Communication includes:
All verbal and non-verbal interaction with clients and colleagues in a range of appropriate interpersonal contexts


Communicating effectively will be carried out within requirements established by:
Anti discrimination legislation
Accepted cultural protocols
Accepted language protocols and systems
Informing clients of procedures that may be conducted before, during or after treatment


Exercising effective communication skills includes
Being non judgmental
Active listening
Using culturally appropriate communication methods
Non-verbal behaviour to indicate understanding of what is being said
Clarifying what is said
Responses that are culturally appropriate
Participating constructively in group processes


Appropriate persons may be from within or outside the organisations and may be:
Colleagues
Immediate supervisor/s
Other health workers
Consultants


Communication equipment may include, but is not limited to:
Radio
Telephone
Computer
Fax
Pager
Mobile data terminal


Communication relating to client care procedures include giving due regard to:
Life threatening conditions
Duty of care
Contract of care
Medico-legal implications
Nature of illness/injury
Identifying, preventing and managing adverse events and near misses


Instructions may include:
Manufacturer/operating written instructions
Work unit guidelines, procedures and protocols including WHS procedures and protocols for using interpreters
Supervisor or management instructions
Instructions may be:
Written
Verbal


Reports may be verbal or written and may include:
Notes
Records
Memos
Letters
Client records
Verbal 'hand overs' at the end of a shift


Employer rights and responsibilities may relate to:
Legislative requirements for employee dismissal i.e. Workplace Relations Act
Legislative requirements to provide a safe work environment free from discrimination and sexual harassment (see State and Commonwealth anti-discrimination legislation)
Enterprise workplace agreements
Relevant state and territory employment legislation i.e. wage rates, employment conditions


Designated knowledge/skill development may relate to:
Hazard control
WHS
Manual handling
First Aid
Cultural awareness
Infection control
Cardiopulmonary resuscitation emergency response and notification protocols
Fire emergency response procedures for notification and containment of fire, use of fire fighting equipment and fire safety procedures
Security procedures
Quality improvement policy and practice
Discrimination, harassment and bullying in the workplace
Formal and informal resolution of grievances
Waste management
Customer service
Communication, conflict resolution
Others
EVIDENCE GUIDE

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Evidence must include observation of performance in the work environment or in a simulated work setting
Evidence of workplace performance over time must be obtained to inform a judgement of competence


Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
Replaces
State Code National Code Title Type
D5741 HLTAMBFC301C Communicate with clients and colleagues to support health care Unit of competency
Replaced By
State Code National Code Title Type
AWA56 HLTAMB012 Communicate in complex situations to support health care Unit of competency