This unit of competency describes the skills and knowledge required to effectively communicate with patients, colleagues and health providers in complex situations using verbal and non-verbal interactions. It requires workers to address these significant challenges in the context of providing a health care service. This unit applies to pre-hospital/out-of-hospital health care workers in a range of settings where direct patient contact is involved.

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: - verbally communicated to patients and developed responses to meet the differing needs for each of the following 5 complex situations: - extrication from a motor vehicle accident; - providing emergency care to a person under the influence of substance misuse; - providing emergency care to a person who has a mental health condition; - providing emergency care to a person who has been assaulted; - providing emergency care to a person under stress due to a life-threating situation, and; - provided complex information clearly and accurately using a written response on at least 1 occasion.Students will also be expected to demonstrate the following knowledge: - effective communication techniques appropriate to communication requirements of specific job role; - communication and interpersonal skills; - complex communication needs of a person under stress due to situations to themselves or others such as trauma, death and life threatening situations; - organisation operating procedures applying to identified situations where complex communication needs may be present; - relevant communication codes and systems; - referral processes of organisation and counselling services; - roles of relevant allied health personnel, and; - relevant guidelines and organisation procedures relevant to the job role.

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.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.