|
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. |
Communication systems and equipment may include: | email meetings and discussions monitoring equipment pager portable and mounted two-way radio reports and documents (eg relating to handover, shifts, incidents, resources, assignment instructions, procedures etc) screen equipment telephones and mobile phones use of established abbreviations use of hand signals use of phonetic alphabet video cameras. |
Interpersonal techniquesmay include: | active listening being respectful and non-discriminatory to others control of tone of voice and body language demonstrating flexibility and willingness to negotiate interpreting non-verbal and verbal messages maintaining professionalism providing and receiving constructive feedback questioning to clarify and confirm understanding two-way communication use of communication appropriate to cultural differences use of positive, confident and cooperative language. |
Communication skillsmay include: | active listening comprehension negotiation note-taking positive body language questioning reading accurately speaking clearly summarising writing. |
Social and cultural differencesmay be expressed in: | age beliefs, values or practices conventions of gender or sexuality cultural stereotypes dress food or diet language religious and spiritual observances social conventions traditional practices and observations. |
Organisational standards for written informationmay relate to: | ability to be used for legal purposes accuracy of costings appropriate level of literacy format and presentation relevance of written information use of clear, concise language and plain English. |
Learning opportunitiesmay include: | conducting a workplace skills assessment participation in formal or informal learning programs undertaking a performance appraisal undertaking personal study use of a literacy specialist use of team exercises focused on enhancing communication workplace coaching, mentoring or supervision. |
Organisational requirements may relate to: | client service standards policies for ensuring privacy and confidentiality of information procedures for archiving electronic and hard-copy records procedures for recording, storing and destroying information standard of language, literacy and numeracy required use of organisational equipment and resources. |
Legislative requirements may relate to: | anti-discrimination and diversity Australian standards, codes of practice and regulations award and enterprise agreements duty of care evidence collection licensing arrangements and certification requirements Occupational Health and Safety (OHS) issue resolution relevant commonwealth, state and territory OHS legislation, codes of practice and regulations roles and responsibilities of OHS representatives and committees trade practices use of force. |
Communication skillsmay include: | active listening comprehension negotiation note-taking positive body language questioning reading accurately speaking clearly summarising writing. |
Conflict situations may relate to: | controlling crowds disputes at traffic accident sites disputes over procedural issues (eg rallies, demonstrations) disruptive public behaviour life threatening situations (eg domestic violence, hostage situations, confrontations with armed, violent or aggressive persons) workplace disputes workplace grievance situations. |
Solutionsmay include: | apprehension or restraint employment of de-escalation processes issuing of instruction or direction provision of on-the-spot counselling request for assistance from emergency services or support agencies request for back-up tactical response use of force withdrawal. |