Assessor Resource

SIRXCOM001
Communicate in the workplace to support team and customer outcomes

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to use effective communication techniques with colleagues and customers from diverse backgrounds, and to complete work as part of a team.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate under the supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this 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.

1. Use effective communication techniques.

1.1.Greet others in a polite and friendly manner.

1.2.Use questioning and active listening to determine the other person’s needs.

1.3.Use tact and discretion when interacting with others.

1.4.Provide clear and concise information according to the person’s needs and take follow up action as required.

1.5.Use features of communications technology according to organisational procedures.

2. Respond to diversity in communication.

2.1.Treat people from diverse backgrounds equally and with respect and sensitivity.

2.2.Consider cultural differences in verbal and non-verbal communication.

2.3.Use gestures or simple words to communicate where language barriers exist.

2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.

3. Confirm and respond to workplace requirements.

3.1.Identify lines of workplace communication and seek information about work requirements.

3.2.Listen to, clarify and agree nature of work instructions and timelines.

3.3.Seek assistance from others to complete work as required.

3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

engage in four different interactions that individually or cumulatively involve communication with people who are:

customers

peer team members

supervisors

from diverse backgrounds

communicate with others:

face-to-face

by telephone

communicate with others to confirm the requirements of three different work tasks.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media

communication techniques:

active listening

open and closed questioning

use of verbal and non-verbal cues

communication methods which convey information clearly and concisely

basic communication expectations in relation to:

tact

sensitivity

discretion

nature of diversity and the impact of diversity on communication.

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media.

a telephone

a range of people with different requirements; this can be:

customers or team members in a retail industry workplace with whom the individual works during the assessment process

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisation’s 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.

1. Use effective communication techniques.

1.1.Greet others in a polite and friendly manner.

1.2.Use questioning and active listening to determine the other person’s needs.

1.3.Use tact and discretion when interacting with others.

1.4.Provide clear and concise information according to the person’s needs and take follow up action as required.

1.5.Use features of communications technology according to organisational procedures.

2. Respond to diversity in communication.

2.1.Treat people from diverse backgrounds equally and with respect and sensitivity.

2.2.Consider cultural differences in verbal and non-verbal communication.

2.3.Use gestures or simple words to communicate where language barriers exist.

2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.

3. Confirm and respond to workplace requirements.

3.1.Identify lines of workplace communication and seek information about work requirements.

3.2.Listen to, clarify and agree nature of work instructions and timelines.

3.3.Seek assistance from others to complete work as required.

3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

engage in four different interactions that individually or cumulatively involve communication with people who are:

customers

peer team members

supervisors

from diverse backgrounds

communicate with others:

face-to-face

by telephone

communicate with others to confirm the requirements of three different work tasks.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media

communication techniques:

active listening

open and closed questioning

use of verbal and non-verbal cues

communication methods which convey information clearly and concisely

basic communication expectations in relation to:

tact

sensitivity

discretion

nature of diversity and the impact of diversity on communication.

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media.

a telephone

a range of people with different requirements; this can be:

customers or team members in a retail industry workplace with whom the individual works during the assessment process

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisation’s 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
Greet others in a polite and friendly manner. 
Use questioning and active listening to determine the other person’s needs. 
Use tact and discretion when interacting with others. 
Provide clear and concise information according to the person’s needs and take follow up action as required. 
Use features of communications technology according to organisational procedures. 
Treat people from diverse backgrounds equally and with respect and sensitivity. 
Consider cultural differences in verbal and non-verbal communication. 
Use gestures or simple words to communicate where language barriers exist. 
Obtain assistance from colleagues or supervisors when required to facilitate communication. 
Identify lines of workplace communication and seek information about work requirements. 
Listen to, clarify and agree nature of work instructions and timelines. 
Seek assistance from others to complete work as required. 
Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication. 
Encourage, acknowledge and act upon constructive feedback provided by other team members. 

Forms

Assessment Cover Sheet

SIRXCOM001 - Communicate in the workplace to support team and customer outcomes
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

SIRXCOM001 - Communicate in the workplace to support team and customer outcomes

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: