Assessor Resource

PRMCL41A
Apply basic communication skills

Assessment tool

Version 1.0
Issue Date: May 2024


Not Applicable

This unit of competency covers the skills and knowledge required to apply basic verbal, non-verbal and written communication skills for effective interaction with clients and colleagues in the cleaning industry. It requires the ability to facilitate an accurate exchange of information, interpret and follow routine instructions, and demonstrate appropriate communication techniques when working with others from different backgrounds. This work would be carried out under direct supervision within organisational guidelines.

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

Not Applicable



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 identifies the requirements to be demonstrated to confirm competence for this unit. Assessment must confirm sufficient ability to use appropriate skills and knowledge to apply basic communication skills. Assessment of performance should be over a period of time covering all categories within the range statement identified as applicable in the learning environment.

Critical aspects of competency

Communicate effectively on a one-to-one and group basis in both verbal and written modes.

Receive and relay verbal, non-verbal, written and/or pictorial information in a clear, concise and accurate manner that reflects sensitivity to individual social and cultural differences.

Understand and acknowledge company and legislative/regulatory requirements.

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.

Awareness of legislation and regulations.

OHS issues and requirements.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

communicating clearly and concisely using written and verbal modes

customer service

performing the mathematical calculations required for the dilution and mixing of chemicals as specified on material safety data sheets

reading and responding appropriately to directions and safety instructions in equipment manuals and MSDS and on chemical labels

requesting advice or further information

seeking and receiving feedback

working on an individual basis and within a team.

Other units of competency that could be assessed with this unit

Competence in this unit may be assessed in conjunction with:

PRMCL40A Prepare for work in the cleaning industry

PRMCMN101A Follow workplace safety arrangements.

Resources required to assess this unit

The following resources should be available:

access to a suitable work site or venue

access to suitable equipment and chemicals

access to personal protective equipment

access to equipment operating manuals and MSDS

work order instructions and work plans

assessment instruments, including personal planner and assessment record book.

Gaining evidence to assess this unit

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.

The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

Assessment of competency may be made through practical demonstration in the work environment or in a simulated work environment.

Key competency levels

There are a number of processes that are learnt throughout work and life that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added.

Information below highlights how these processes are applied in this unit of competency.

1

Perform the process

2

Perform and administer the process

3

Perform, administer and design the process

How can communication of ideas and information be applied?

1

Confirm own role and responsibilities with colleagues and supervisors to ensure compliance with work order and company requirements such as OHS.

How can information be collected, analysed and organised?

1

Collect and analyse information regarding work site in line with company procedures.

How are activities planned and organised?

1

Organise and prioritise work tasks to meet work order and company requirements.

How can teamwork be applied?

1

Provide support and assistance to team members to complete work tasks within designated timelines and to meet company requirements.

How can the use of mathematical ideas and techniques be applied?

1

Calculate area(s) to be cleaned and measure and carry out chemical applications.

How can problem-solving skills be applied?

1

Discuss with management/clients/site managers, supervisors and team members how to help solve problems that may arise.

How can the use of technology be applied?

1

Record data for future use such as stock control.

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.

Refer to Evidence Guide

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables are listed in alphabetical order and may be present for this particular unit.

Appropriate person(s) may include:

colleagues

managers

supervisors

workplace trainer.

Communication techniques may include:

active listening to clarify and confirm understanding

constructive feedback

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

demonstrating flexibility

non-verbal positive actions

questioning to clarify and confirm understanding

two-way interaction

use of positive, confident and cooperative language.

Company requirements may include:

client service standards

communication channels and reporting procedures

company goals, objectives, plans, systems and processes

company issued identification badge/card/pass

company policy and procedures

company service standards

dress and presentation requirements

duty of care, code of conduct, code of ethics

emergency response and evacuation procedures

OHS policies and procedures

personnel practices and guidelines

policies and procedures relating to own role, responsibility and delegation

quality and continuous improvement processes and standards

records and information systems and processes

rights and responsibilities of employees and employers

training (induction, refresher and new skills) materials

work site access security clearance procedures.

Information may include:

activity reports

legislative and OHS requirements

memoranda

notices

pictorial signs

rights and responsibilities of employees

verbal or non-verbal language

written work orders.

Social and cultural differences may be expressed in:

beliefs, values and practices

conventions of gender

cultural stereotypes

food, diet

language

religious and spiritual observances

social conventions

traditional practices and observations.

Work order information may include:

access to work site and egress points

completion times/dates

insufficient people to complete the work task(s)

job requirements and tasks

legislative requirements and local government

OHS requirements and emergency response procedures

resource requirements - equipment and chemicals

specific client requirements e.g. relationships with other activities, dress and presentation requirements

use of signage and barriers

work schedules

working in isolated and remote locations

work site contact person(s).

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
Demonstrate verbal information is received, understood and acknowledged in accordance with company requirements 
Demonstrate written or pictorial information is received, understood and acknowledged in accordance with company requirements 
Demonstrate numerical and measurement calculations are received, understood and acknowledged in accordance with company requirements 
Discuss and relay information in a clear and concise manner using appropriate communication techniques 
Demonstrate simple routine workplace documentation is completed accurately to meet work order and company requirements 
Discuss with colleagues workplace information to achieve individual and team goals and to meet company requirements 
Discuss with appropriate person(s), possible problems that may arise in accordance with company requirements 
Contribute to positive workplace relations in accordance with company requirements 
Communicate in a courteous manner that considers social and cultural differences 

Forms

Assessment Cover Sheet

PRMCL41A - 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

PRMCL41A - 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: