PSPGEN054 - Use complex workplace communication strategies
Assessor Resource
PSPGEN054 Use complex workplace communication strategies
Assessment tool
Version 1.0 Issue Date: April 2024
This unit describes the skills required to use complex workplace communication for working at middle management level with internal and external clients, colleagues and other staff. It includes preparing for complex communication, analysing and responding to opinions, presenting a convincing argument, and developing a range of communication strategies.
This unit applies to those working in generalist and specialist roles within the public sector.
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 autonomously with management responsibilities performing complex 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. Prepare for complex communication
1.1 Clarify communication objectives, confirm those to be present and identify the communication mode.
1.2 Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
1.3 Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
1.4 Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
2. Analyse and respond to opinions
2.1 Evaluate discussion to identify impartiality, bias or unsupported argument.
2.2 Record points of view of other speakers and present information to counter opposing views.
2.3 Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
2.4 Examine opposing or challenging views for their value in achieving the same ends.
2.5 Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
3. Present a convincing argument
3.1 Choose communication approach to suit the given audience.
3.2 Assert prepared position with conviction and purpose.
3.3 Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
3.4 Use questions to elicit feedback and check audience understanding.
3.5 Respond to audience questions and arguments and support answers by reasoned explanation.
3.6 Negotiate agreement where possible, concluding with a summary of agreed items.
4. Develop a range of communication strategies
4.1 Seek feedback from others and assess the outcomes of communication.
4.2 Record and use lessons learnt to underpin future interactions.
4.3 Develop and practise language structures and features that influence audiences to a preferred point of view.
4.4 Explore and practise communication strategies for a range of workplace applications.
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.
applying legislation, regulations and policies relating to communication in the public sector
analysing and using language structures and features that influence the interpretation of spoken communication
interacting confidently with groups on familiar topics in formal and informal workplace situations
clarifying meaning, exploring issues and problem solving
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 communication in the public sector
the power and effect of spoken language
knowledge of organisation processes and hierarchy
techniques to deal with opposing views and positions
emotional intelligence techniques
organisational protocols and etiquette for communication in meetings
communication strategies to suit different audiences
ways to influence the interpretation of spoken communication
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. Prepare for complex communication
1.1 Clarify communication objectives, confirm those to be present and identify the communication mode.
1.2 Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
1.3 Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
1.4 Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
2. Analyse and respond to opinions
2.1 Evaluate discussion to identify impartiality, bias or unsupported argument.
2.2 Record points of view of other speakers and present information to counter opposing views.
2.3 Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
2.4 Examine opposing or challenging views for their value in achieving the same ends.
2.5 Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
3. Present a convincing argument
3.1 Choose communication approach to suit the given audience.
3.2 Assert prepared position with conviction and purpose.
3.3 Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
3.4 Use questions to elicit feedback and check audience understanding.
3.5 Respond to audience questions and arguments and support answers by reasoned explanation.
3.6 Negotiate agreement where possible, concluding with a summary of agreed items.
4. Develop a range of communication strategies
4.1 Seek feedback from others and assess the outcomes of communication.
4.2 Record and use lessons learnt to underpin future interactions.
4.3 Develop and practise language structures and features that influence audiences to a preferred point of view.
4.4 Explore and practise communication strategies for a range of workplace applications.
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.
applying legislation, regulations and policies relating to communication in the public sector
analysing and using language structures and features that influence the interpretation of spoken communication
interacting confidently with groups on familiar topics in formal and informal workplace situations
clarifying meaning, exploring issues and problem solving
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 communication in the public sector
the power and effect of spoken language
knowledge of organisation processes and hierarchy
techniques to deal with opposing views and positions
emotional intelligence techniques
organisational protocols and etiquette for communication in meetings
communication strategies to suit different audiences
ways to influence the interpretation of spoken communication
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
Clarify communication objectives, confirm those to be present and identify the communication mode.
Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
Evaluate discussion to identify impartiality, bias or unsupported argument.
Record points of view of other speakers and present information to counter opposing views.
Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
Examine opposing or challenging views for their value in achieving the same ends.
Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
Choose communication approach to suit the given audience.
Assert prepared position with conviction and purpose.
Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
Use questions to elicit feedback and check audience understanding.
Respond to audience questions and arguments and support answers by reasoned explanation.
Negotiate agreement where possible, concluding with a summary of agreed items.
Seek feedback from others and assess the outcomes of communication.
Record and use lessons learnt to underpin future interactions.
Develop and practise language structures and features that influence audiences to a preferred point of view.
Explore and practise communication strategies for a range of workplace applications.
Clarify communication objectives, confirm those to be present and identify the communication mode.
Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
Evaluate discussion to identify impartiality, bias or unsupported argument.
Record points of view of other speakers and present information to counter opposing views.
Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
Examine opposing or challenging views for their value in achieving the same ends.
Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
Choose communication approach to suit the given audience.
Assert prepared position with conviction and purpose.
Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
Use questions to elicit feedback and check audience understanding.
Respond to audience questions and arguments and support answers by reasoned explanation.
Negotiate agreement where possible, concluding with a summary of agreed items.
Seek feedback from others and assess the outcomes of communication.
Record and use lessons learnt to underpin future interactions.
Develop and practise language structures and features that influence audiences to a preferred point of view.
Explore and practise communication strategies for a range of workplace applications.
Forms
Assessment Cover Sheet
PSPGEN054 - Use complex workplace communication strategies
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Assessment Record Sheet
PSPGEN054 - Use complex workplace communication strategies
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