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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

Communities and disability services workers may need to deal with conflicts between workers and clients, or between co-workers. Resolving conflicts and responding to grievances require an understanding of conflict resolution, negotiation and mediation techniques and processes.

In this section you will look at:

• responding to grievances
• negotiation and conflict resolution skills
• mediation processes.

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