Course Title: Apply effective communication skills in nursing practice

National Element Code & Title:

HLTEN502A Apply effective communication skills in nursing practice

Performance Criteria:

HLTEN502A/01 Use effective communication skills in complex situations
1.1 Apply principles of effective communication, with an understanding of communication processes and factors that facilitate and inhibit communication
1.2 Maximise opportunities for staff to involve clients, family and carers in their care and treatment
1.3 Take into account the roles and responsibilities of various health care personnel involved in communicating in complicated situations
Note that it is not possible to display all the performance criteria for this course.  Please contact Course Co-ordinator for the remainer.
1.4 Complete all documentation detailing complicated and difficult situations complying with legal requirements
1.5 Apply a respectful and confidential manner throughout all communications
1.6 Provide a therapeutic environment in all interactions with clients through a caring, sensitive, confident and reassuring manner
1.7 Demonstrate politeness, respect and empathy in all interactions with clients, family and carers
1.8 Use health terminology correctly in written and verbal communication with clients, family, carers and colleagues, using accurate spelling and pronunciation
HLTEN502A/02 Deliver complex information effectively
2.1 Deliver complex information in a manner that is clearly understood by clients, carers, colleagues and others
2.2 Allow time for complex information to be comprehended taking into account people’s differing levels of understanding
2.3 Actively encourage clients, family and carers to share their information
2.4 Confirm the understanding of information by clients, carers, colleagues and others
2.5 Communicate effectively in an emergency situation in line with the health organisation policy and procedure and in consultation/collaboration with registered nurse
2.6 Address stressful situations using effective communication skills or refer to the most appropriate health care team member for resolution
2.7 Deliver complex information to clients/carers in a manner that enhances understanding and prevents ‘information overload’
HLTEN502A/03 Identify and address actual and potential constraints to communication
3.1 Identify actual and potential constraints to effective communication in the workplace
3.2 Identify and apply communication strategies and techniques appropriate to a range of varying complicated situations
3.3 Identify early signs of potential complicated or difficult situations
3.4 Implement strategies to address complicated or difficult communication situations in line with relevant policies and procedures and within scope of role
3.5 Clarify roles of other health professionals involved in complicated communication situations
3.6 Clarify and address the issues and needs of people taking into account differing cultures, religious practices, language, physical disability and emotional state
HLTEN502A/04 Evaluate effectiveness of communication in complicated situations
4.1 Document and report outcomes of communication strategies to address complicated situations
4.2 Refer to appropriate health personnel when situation is outside own role and responsibility
4.3 Assist in assessing the effectiveness of communication strategies in complicated situations
4.4 Ensure debriefing sessions are available for self and staff following difficult situations

Crisp, J and Taylor, C. 2005. Potter & Perry’s Fundamentals of Nursing. 2nd Ed Elsevier: Sydney

McCabe, C. 2006. Communication skills for nursing practice. Palgrave Macmillan England, New York
Nelson Thornes (Publisher) 2006 Communication in clinical settings. London
Munoz. C. 2005. Transcultural communication in nursing. 2nd Edition. Thomas Delmar Learning. Clifton Park New York
Balzer-Riley, J. 2004. Communication in nursing. 5th Edition. Mosby