PSPGEN019 - Use workplace communication strategies assessment tool

Assessor Resource

PSPGEN019
Use workplace communication strategies

Assessment tool

Version 1.0
Issue Date: April 2024

This unit describes the oral and written communication skills required to use workplace communication strategies for interacting with internal and external clients. It includes responding to enquiries, receiving and giving directions, participating in meetings and making presentations in the workgroup.

This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit would work under supervision, while performing routine tasks in a range of familiar contexts.

No licensing, legislative or certification requirements apply to unit at the time of publication.

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

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.

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.
1. Respond to enquiries	1.1 Provide responses to enquiries from staff, the public and other clients or refer the matter. 1.2 Use active listening techniques and adapt language and style to address the specific needs of the speaker. 1.3 Resolve conflict in a confidential manner or refer difficult situations to others. 1.4 Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
2. Receive and give instructions and directions	2.1 Receive, clarify, assess and act upon directions. 2.2 Ensure instructions and directions are conveyed clearly and confirm these with the recipient. 2.3 Provide feedback.
3. Participate in meetings	3.1 Prepare for meeting by reviewing the agenda and other related documents. 3.2 Provide input during meeting in accordance with meeting protocol and objectives. 3.3 Act with respect and trustbuilding to enhance relationships and meeting outcomes.
4. Make presentations within the workgroup	4.1 Prepare and make a work related presentation that is relevant to the audience and logically structured. 4.2 Use suitable resources or aids to enhance the presentation if applicable. 4.3 Use strategies to engage the listeners. 4.4 Obtain feedback to improve future presentations.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. The candidate must demonstrate evidence of performance of the following on at least one occasion.

taking part in interpersonal exchanges of information, with some awareness of different registers and strategies for interaction

clarifying meaning, exploring issues and problem solving or referral

using information presented in graphic, diagrammatic, or visual form

using telephones, answering machines/voicemail, computers with audio, presentation software and other communications technology

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

principles of effective communication, including presentations

knowledge of organisational processes, hierarchy and formal communication channels

conflict resolution techniques

meeting formats and requirements

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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.

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.
1. Respond to enquiries	1.1 Provide responses to enquiries from staff, the public and other clients or refer the matter. 1.2 Use active listening techniques and adapt language and style to address the specific needs of the speaker. 1.3 Resolve conflict in a confidential manner or refer difficult situations to others. 1.4 Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
2. Receive and give instructions and directions	2.1 Receive, clarify, assess and act upon directions. 2.2 Ensure instructions and directions are conveyed clearly and confirm these with the recipient. 2.3 Provide feedback.
3. Participate in meetings	3.1 Prepare for meeting by reviewing the agenda and other related documents. 3.2 Provide input during meeting in accordance with meeting protocol and objectives. 3.3 Act with respect and trustbuilding to enhance relationships and meeting outcomes.
4. Make presentations within the workgroup	4.1 Prepare and make a work related presentation that is relevant to the audience and logically structured. 4.2 Use suitable resources or aids to enhance the presentation if applicable. 4.3 Use strategies to engage the listeners. 4.4 Obtain feedback to improve future presentations.