This unit describes the skills and knowledge required to communicate effectively with clients, colleagues, management and other industry providers.  This unit applies to a range of health and community service contexts where workers may communicate face-to-face, in writing or using digital media and work with limited responsibility under direct or indirect supervision.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - demonstrated effective communication skills in 3 different work situations; - clarified workplace instructions and negotiated timeframes with 2 colleagues; - responded appropriately to 3 different situations where communication constraints were present, and; - completed 2 written or electronic workplace documents to organisation standards.Students will also be expected to demonstrate the following knowledge: - legal and ethical considerations in relation to communication; - sources of information and the application of legal and ethical aspects of health and community services work; - ethical decision making and conflicts of interest; - principles of effective communication, including models, modes and types; - communication techniques; - influences on communication; - potential constraints to effective communication in health and community service contexts; - health and community services industry terminology relating to role and service provision; - importance of grammar, speed and pronunciation for verbal communication; - when and how to use and recognise non-verbal communication; - structure, function and interrelationships between different parts of the health and community service system; - organisation structure and different models to support optimum client service, and; - digital media and use in community services and health sector, including: web; email; social media; podcast and videos; tablets and applications; newsletters and broadcasts, and; intranet.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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