Assessor Resource

CPPCLO1041A
Apply basic communication skills

Assessment tool

Version 1.0
Issue Date: April 2024


This unit of competency supports employees without managerial or supervisory responsibilities. Work would usually be carried out under direct supervision and within organisational guidelines.

This unit of competency specifies the outcomes required to apply basic verbal, non-verbal and written communication skills for effective interaction with cleaning industry clients and colleagues. It requires the ability to exchange information accurately, interpret and follow routine instructions, and demonstrate appropriate communication techniques when working with others from varying backgrounds.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

This unit of competency could be assessed by observing at least two different practical demonstrations of applying basic communication skills.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

communicate effectively on a one-to-one and group basis both verbally and in writing

receive and relay verbal, non-verbal or written information clearly, concisely and accurately to reflect sensitivity to individual social and cultural differences

describe and meet company, legislative and regulatory requirements.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.

Resource implications for assessment include access to:

suitable work site or venue

suitable equipment and chemicals

PPE

equipment operating manuals and MSDS

work order instructions and work plans

assessment instruments, including personal planner and assessment record book.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

This unit could be assessed on its own or in combination with other units relevant to the job function, such as:

CPPCLO1040A Prepare for work in the cleaning industry

CPPCMN2002A Participate in workplace safety arrangements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

customer service skills to:

establish rapport with clients

gain clients’ trust

identify client expectations

interpersonal skills to relate to people from a range of backgrounds

language, literacy and numeracy skills to:

communicate clearly and concisely verbally and in writing

read and interpret directions and safety instructions, including:

chemical labels

equipment manuals

material safety data sheets (MSDS)

request advice or further information

seek and receive feedback

source, organise and record information

perform mathematical calculations required for diluting and mixing chemicals

self-management skills to work alone and in a team

Required knowledge

company management structure and procedures, including:

biological and viral control

emergency response and evacuation procedures

environmental protection procedures

injury, dangerous occurrence and incident reporting

occupational health and safety (OHS) procedures

quality systems

legislation, regulations, codes of practice and industry advisory standards that apply to cleaning operations, including OHS legislation

relevant cleaning chemicals and equipment and their application and safe disposal

surfaces that require cleaning, including:

relevant cleaning methods

their characteristics

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information may include:

activity reports

legislative and OHS requirements

memoranda

notices

pictorial signs

rights and responsibilities of employees

verbal and non-verbal language

written work orders.

Company requirements may include:

business and performance plans

client communication procedures

client confidentiality procedures

client service standards

communication channels and reporting procedures

company goals, objectives, plans, systems and processes

company issued identification badge, card or pass

company policies and procedures, including:

access and equity policy, principles and practice

OHS policies and procedures, including control procedures

maintenance procedures for equipment and personal protective equipment (PPE)

those relating to own role, responsibility and delegation

work site access security clearance procedures

company service standards

dress and presentation requirements

duty of care, code of conduct, and code of ethics

emergency response and evacuation procedures

employer and employee rights and responsibilities

environmental protection procedures

personnel practices and guidelines

quality and continuous improvement processes and standards

records and information systems and processes

training materials (induction, refresher and new skills)

use of contractors.

Communication techniques may include:

active listening to clarify and confirm understanding

constructive feedback

control of voice tone and body language

demonstrating flexibility

non-verbal positive actions

questioning to clarify and confirm understanding

using culturally aware and sensitive language and concepts

using positive, confident and cooperative language.

Work orderinformation may include:

access to work site, including:

access and egress points

timing of access

budget allocations

completion times and dates

human resource requirements to complete the work tasks

job requirements and tasks

legislative and local government requirements

OHS requirements and emergency response procedures

requirements for working in isolated and remote locations

resource requirements, such as equipment and materials

specific client requirements, such as:

dress and presentation requirements

relationships with other activities

use of signage and barriers

work schedules

work site contact persons.

Appropriate persons may include:

colleagues

managers

supervisors

workplace trainers.

Social and cultural differences may be expressed in:

beliefs, values and practices

cultural preferences

food preferences

gender conventions

language

religious and spiritual observances

social conventions

traditional practices and observations.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Verbal information is received, acknowledged and followed according to company requirements. 
Non-verbal, written or pictorial information is received, acknowledged and applied according to company requirements. 
Numerical and measurement calculations are received, acknowledged and applied according to company requirements. 
Information is relayed in a clear and concise manner using communication techniques. 
Simple routine workplace documentation is completed accurately to meet work order and company requirements. 

Forms

Assessment Cover Sheet

CPPCLO1041A - Apply basic communication skills
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPCLO1041A - Apply basic communication skills

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: