Assessor Resource

TLIE3021A
Work and communicate effectively with others

Assessment tool

Version 1.0
Issue Date: May 2024


Work is carried out in accordance with relevant regulations and workplace procedures.

Work is performed under some supervision, generally within a team environment. It involves the application of established communication principles and practice and the use of local technical and colloquial language and vocabulary in day-to-day communications.

This unit involves the skills and knowledge required to work and communicate effectively with others in accordance with relevant regulations and workplace procedures. It includes communicating effectively to achieve required outcomes; working with others; communicating using technology; operating a communication system effectively; using appropriate communication protocols when using a system; and maintaining operational status of communication equipment. Licensing or certification requirements are not applicable to this unit.

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

This unit contains employability skills.



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 provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Assessment must include exercises which demonstrate competent performance of the following in a range of situations:

communicating effectively in different workplace situations

actively contributing to achieving workplace outcomes

using communication systems correctly while employing appropriate protocols

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace

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.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant OH&S responsibilities

Protocols and procedures for communicating with others using relevant communication technology including the use of public address (PA) systems on electric passenger trains

Features of various communications systems

Pre-operational checks for communications systems and equipment

Minor routine maintenance procedures for communications equipment

Typical problems that may occur when using communications systems, and appropriate action and solutions

Basic communication techniques including barriers to effective communication, and how to overcome them

Techniques for communicating effectively with customers with special needs

Instructions, procedures, information and signs relevant to working with others as a team

Procedures for promptly reporting and/or rectifying any identified misunderstandings and problems that can occur in the workplace, and appropriate ways of dealing with them in accordance with regulatory requirements and workplace procedures

Required skills:

Communicate effectively with others using available communications equipment

Read and interpret instructions and procedures relevant to the use of communications equipment

Interpret and follow operational instructions and prioritise work

Identify and use required communication technology

Work collaboratively with others when using communications equipment

Promptly report and/or record and/or rectify any identified problems, faults or malfunctions that may occur when using communications equipment in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may arise when using communications equipment

Plan own communication construction including predicting consequences and identifying improvements

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without damage to equipment

Operate and adapt to differences in communication equipment in accordance with standard operating procedures

Monitor performance of communication equipment and take appropriate action if required

Operate electronic communication equipment to required protocol when communicating with others in the workplace

Work collaboratively with others

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Communications may occur:

in a workplace, terminal or depot

on a train

on a station/platform

Communication systems may include:

fixed phone systems

mobile phone, both on person or hands-free

radios including personal, hand-held or vehicle-mounted

communication systems on electric passenger trains

Workplace communication may include:

active listening

two-way conversation

questioning to obtain information and/or clarify information and understanding

routine oral and/or written reporting

Communication problems may include:

interpretation of special needs of customers

misunderstanding

limited ability of others to communicate in English

noisy environments or communications channels

illegible writing or print

use of non-standard vocabulary

incorrect assumption that message has been received and/or correctly understood

not following correct communication protocols and procedures

inability to use required technology to organisational requirements

Communication may be with:

workplace personnel

passengers

managers

supervisors/team leaders

private and/or public sector security personnel

police and other emergency services personnel

English-speaking persons

people from non-English speaking backgrounds

people with special needs

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documentation may include:

workplace communication procedures, protocols, checklists and instructions

manufacturers specifications for communications equipment

communication records

relevant codes of practice including the industry safety code

legislation, regulations and related documentation

standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant Australian and state/territory OH&S legislation

relevant anti-discrimination legislation

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
Effective listening skills are demonstrated 
Questions are used to gain additional information and to clarify understanding 
Information received is understood, interpreted, and accurately communicated and/or reported with due observation of ethics and protocols required of users 
Communication is undertaken in varying situations and with familiar and unfamiliar individuals and groups 
Appropriate protocols and procedures are followed when using communications systems during emergencies 
Responses are sought and provided to others in a timely manner 
Forms of communication appropriate to the activity are used 
Assistance in the completion of the activities is requested where appropriate 
Contributions to the achievement of a required outcome are made 
Work is undertaken in accordance with specified procedures on an individual and shared basis as appropriate 
Problems are discussed and resolved where possible through agreed and accepted processes 
Suggestions for improvements to processes are made and discussed within the team in accordance with workplace procedures 
Communication system features and control functions are identified 
Appropriate equipment is selected as fit for purpose for intended communication 
Equipment is optimised for communication according to organisational procedures and policies 
Equipment is operated safely in accordance with manufacturers instructions, workplace procedures and (any) regulatory requirements 
Telephone and radio security is maintained in accordance with workplace procedures 
Where relevant, channel selection is appropriate for the location and type of communication 
Where applicable, communication systems are used to communicate with passengers and crew as per standard operating procedures 
Equipment is checked and maintained in working order in accordance with workplace procedures 
Minor communications equipment faults are promptly identified, diagnosed, and repaired or reported in accordance with workplace procedures 
Faulty communications equipment is reported and/or recorded in accordance with workplace procedures 

Forms

Assessment Cover Sheet

TLIE3021A - Work and communicate effectively with others
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

TLIE3021A - Work and communicate effectively with others

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: