PSPGEN033 - Use advanced workplace communication strategies
Assessor Resource
PSPGEN033 Use advanced workplace communication strategies
Assessment tool
Version 1.0 Issue Date: April 2024
This unit describes the skills required to use advanced workplace communication strategies. It includes dealing with complex enquiries and/or complaints, giving directions, managing meetings and giving presentations.
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 will be working independently, with possible supervisory responsibilities, performing complex task in a range of familiar and unfamiliar 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. Deal with complex enquiries and/or complaints
1.1 Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
1.2 Record complaint and/or enquiry, and verify with the client.
1.3 Obtain documentation to support complaint and/or enquiry if required.
1.4 Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
1.5 Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
1.6 Advise client of action taken to resolve the complaint and/or enquiry and record.
2. Give directions
2.1 Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
2.2 Give directions and confirm understanding of directions.
2.3 Resolve problems or refer if required.
2.4 Provide feedback on implementation.
3. Manage meetings
3.1 Clarify purpose of each meeting and develop the agenda in consultation with participants.
3.2 Select procedure for each meeting and style of facilitating.
3.3 Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
3.4 Ensure meetings are focused on the objectives of the meeting and are time efficient.
3.5 Enable participation, discussion, problem solving and resolution of issues by all those present.
3.6 Summarise decisions and recommendations, check for accuracy and record as required.
4. Make presentations
4.1 Make presentations to a range of audiences.
4.2 Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
4.3 Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
4.4 Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
4.5 Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
speaking and listening relating to sustained and sometimes complex communication exchanges
taking part in interpersonal exchanges of information, with a flexible use of register and strategies for interaction
dealing with complaints, clarifying meaning, exploring issues and using problem solving or referral
deriving meaning from sustained oral discussions
using observation to read non-verbal cues, especially those relating to culture, ethnicity, emotional state
using presentation software
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.
public sector legislation including WHS and environment, regulations, policies, procedures and guidelines relating to workplace communication
complaints procedures
conflict resolution techniques
knowledge of organisation processes and hierarchy
official communication channels
organisational protocols and etiquette for oral communication
meeting formats and facilitation/chairing requirements to suit
presentation styles to suit different audiences
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. Deal with complex enquiries and/or complaints
1.1 Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
1.2 Record complaint and/or enquiry, and verify with the client.
1.3 Obtain documentation to support complaint and/or enquiry if required.
1.4 Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
1.5 Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
1.6 Advise client of action taken to resolve the complaint and/or enquiry and record.
2. Give directions
2.1 Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
2.2 Give directions and confirm understanding of directions.
2.3 Resolve problems or refer if required.
2.4 Provide feedback on implementation.
3. Manage meetings
3.1 Clarify purpose of each meeting and develop the agenda in consultation with participants.
3.2 Select procedure for each meeting and style of facilitating.
3.3 Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
3.4 Ensure meetings are focused on the objectives of the meeting and are time efficient.
3.5 Enable participation, discussion, problem solving and resolution of issues by all those present.
3.6 Summarise decisions and recommendations, check for accuracy and record as required.
4. Make presentations
4.1 Make presentations to a range of audiences.
4.2 Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
4.3 Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
4.4 Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
4.5 Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
speaking and listening relating to sustained and sometimes complex communication exchanges
taking part in interpersonal exchanges of information, with a flexible use of register and strategies for interaction
dealing with complaints, clarifying meaning, exploring issues and using problem solving or referral
deriving meaning from sustained oral discussions
using observation to read non-verbal cues, especially those relating to culture, ethnicity, emotional state
using presentation software
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.
public sector legislation including WHS and environment, regulations, policies, procedures and guidelines relating to workplace communication
complaints procedures
conflict resolution techniques
knowledge of organisation processes and hierarchy
official communication channels
organisational protocols and etiquette for oral communication
meeting formats and facilitation/chairing requirements to suit
presentation styles to suit different audiences
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.
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
Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
Record complaint and/or enquiry, and verify with the client.
Obtain documentation to support complaint and/or enquiry if required.
Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
Advise client of action taken to resolve the complaint and/or enquiry and record.
Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
Give directions and confirm understanding of directions.
Resolve problems or refer if required.
Provide feedback on implementation.
Clarify purpose of each meeting and develop the agenda in consultation with participants.
Select procedure for each meeting and style of facilitating.
Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
Ensure meetings are focused on the objectives of the meeting and are time efficient.
Enable participation, discussion, problem solving and resolution of issues by all those present.
Summarise decisions and recommendations, check for accuracy and record as required.
Make presentations to a range of audiences.
Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
Record complaint and/or enquiry, and verify with the client.
Obtain documentation to support complaint and/or enquiry if required.
Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
Advise client of action taken to resolve the complaint and/or enquiry and record.
Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
Give directions and confirm understanding of directions.
Resolve problems or refer if required.
Provide feedback on implementation.
Clarify purpose of each meeting and develop the agenda in consultation with participants.
Select procedure for each meeting and style of facilitating.
Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
Ensure meetings are focused on the objectives of the meeting and are time efficient.
Enable participation, discussion, problem solving and resolution of issues by all those present.
Summarise decisions and recommendations, check for accuracy and record as required.
Make presentations to a range of audiences.
Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Forms
Assessment Cover Sheet
PSPGEN033 - Use advanced workplace communication strategies
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
PSPGEN033 - Use advanced workplace communication strategies
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