Elements and Performance Criteria

The Range Statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. It also provides a focus for assessment and relates to the unit as a whole. The Range Statement is provided as a guide only and lists are not exhaustive. The following variables may be present:

Social, cultural and religious differences affecting grief reactions and responses may include:
religion of the client or colleague
cultural response to death
age of the deceased person
relationship of the client or colleague to the deceased person
circumstances surrounding the death
number of losses experienced by the client or colleague
level of family/community support
existence of family conflict
health of the client or colleague.

Grief responses may include:
crying
fear
pain
depression
anger
sadness
disbelief/denial
shock
violence
humour
relief
withdrawal
confusion.

Appropriate communication techniques may include:
non-verbal language such as touch or supportive body language
active listening
active questioning
being non-judgemental.

Strategies for formal and informal grief support may include:
debriefing (formal and informal)
negotiation
empathic listening
conflict resolution
formal reporting or referral for counselling.

Workplace information resources may include:
print references
videos
internet web sites and support groups
grief care service information.

The following components relate directly to this unit's Performance Criteria and Range Statement and will inform and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit:

Demonstration of appropriate communication with grieving clients and colleagues from a range of social, cultural and religious backgrounds.
Use of sensitive and empathetic verbal and non-verbal communication when dealing with grieving clients and colleagues.
Demonstration of ability to identify and implement strategies for dealing with own and colleague's grief.

Underpinning Knowledge and Skills

The following knowledge, understanding and skills are essential to perform this unit to the required standard:


Verbal and non-verbal communication skills, including:

telephone skills
listening skills
grief awareness and the ability to display empathy, respect and courtesy
negotiation and assertiveness skills
the ability to communicate honestly and truthfully with professional openness
professional presentation/image and the ability to display dignity and solemnity.
Customer service skills including the ability to respect and keep confidentiality.
Knowledge and understanding of and respect for social, religious and cultural differences and traditions.
Ability to relate to people from a range of social, cultural, religious and ethnic backgrounds and physical and mental abilities.
Knowledge of workplace policies and procedures.
Ability to recognise professional parameters.
Flexibility, ability to embrace change by being adaptable.
Life experience and common sense.
Stress management skills and the ability to manage emotions.
Personal integrity, ethics and accountability.

Context of Assessment
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include an experienced person at the workplace.
Competency should be demonstrated in the workplace or a simulated workplace environment through a range of situations which may include interruptions and involvement in other related activities normally expected in the work environment.
Assessment should be undertaken in an environment that meets industry codes of practice and relevant industry regulations and legislation.

Interdependent Assessment of Unit
All units which relate to a job function can be considered as co-requisites to assist with an integrated approach to assessment.
For advice on integrated assessment of units within and across qualifications, refer to the Assessment Guidelines.

Assessment Methods

Observation of staff member performing a range of workplace tasks over sufficient time to demonstrate the handling of a range of contingencies. Tasks may include but are not limited to:

demonstrating appropriate communication with grieving clients and colleagues from a range of social, cultural and religious backgrounds
identifying and implementing strategies for dealing with personal grief
demonstrating empathy, confidentiality and tact in relation to all communications.
Written and/or oral questioning to assess knowledge and understanding of relevant procedures with regard to dealing with grief and trauma in the workplace. Questions will be asked in a manner appropriate to the language and literacy level of the staff member.
Participation in role plays in relation to grief and trauma in the workplace.
Completing workplace documentation relevant to workplace requirements.

Assessment Resources
All resources must be provided for the assessment. If workplace based, the resources should relate specifically to policies, procedures and range of tools and equipment. If an off the job or simulated work environment is used then resources should be applicable to the work environment.

Resources may include:

A real or simulated work environment.

Relevant documentation such as:

workplace policies and procedures
information resources as identified in the Range Statement.
Industry codes of practice and relevant legislation and regulations.
Access to a range of clients and colleagues with a range of requirements (real or simulated).
Access to a range of equipment.
A qualified workplace assessor and/or a technical expert working in partnership with the assessor.

There are a number of processes that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies. Key competencies are generic competencies that focus on the capacity to apply knowledge and skills in an integrated way in work situations, but are not specific to any particular industry. Key competencies foster the development of skills, knowledge and understanding necessary to perform work operations. The questions below highlight how these processes are applied in this competency standard. Following each question a number indicates the level to which the key competency needs to be demonstrated where 1 = the competence needed to undertake tasks effectively, 2 = the ability to manage tasks, and 3 = the ability to use concepts for evaluating and reshaping tasks.
Communicating ideas and information
By listening to clients and colleagues and applying suitable and appropriate techniques in response. (1)

Collecting analysing and organising information
By gathering information about dealing with grief and trauma, collating it in a useable format and analysing it to establish appropriate responses and techniques. (1)

Planning and organising activities
By organising the work requirements and planning the required tasks associated with responding to grief and trauma, in conjunction with other assigned activities, so that the task is undertaken in a realistic time frame and appropriate sensitivity is maintained. (1)

Working with others and in teams
By interacting with colleagues to support and enhance grief and trauma response both with clients and amongst colleagues. (1)

Using mathematical ideas and techniques
Mathematical ideas and techniques are likely to be involved in providing information regarding grief and trauma services. (1)

Solving problems
By identifying issues associated with handling grief and trauma which are not within defined guidelines, resolving those which are routine and involving colleagues where they are not. (1)

Using technology
By using technology to access and provide information about trauma and grief care services. (1)