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Utilise specialist communication skills to build strong relationships

Content

• Section 1: The communication process
  • Development of the community service and disability sectors
  • Self-awareness
  • Basic communication processes
  • Barriers to effective communication
  • Specific communication needs
  • Working with interpreters
  • Building rapport
  • Managing mistrust and conflict
  • Self-awareness in conflict situations
  • Self check
  • Summary
  • Section 1 Bibliography
• Section 2: Case related communications
  • Interviews
  • Obtaining information
  • Conducting an interview
  • Developing case/action plans
  • Giving feedback
  • Referral to other agencies
  • Consulting with clients and others
  • Making the referral
  • Writing case notes
  • Self check
  • Summary
  • Section 2 Bibliography
• Section 3: Communication within the organisation
  • Handling general inquiries
  • Communication with co-workers
  • Coaching
  • Working with groups
  • Types of groups
  • Purpose of the group
  • Roles within a group
  • Networks
  • Representing your organisation
  • Writing to organisational standards
  • Self check
  • Summary
  • Section 3 Bibliography
• Section 4: Grievance processes
  • Responding to grievances
  • Negotiation
  • Mediation process
  • Self check
  • Summary
  • Section 4 Bibliography

Introduction

Community and disability services workers may have roles in their organisation other than their normal caseload. Specialist communication skills will also apply to communication within the organisation, and with workers from other agencies.

This section covers:

• communicating with co-workers and clients
• client interviews and case-based communications
• working with groups
• representing the organisation.

 

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