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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Engage in complex verbal communication
   • Facilitate and monitor group processes to support group objectives
   • Provide one-to-one interaction with team members to provide effective support
   • Explain work instructions to others
   • Negotiate work requirements and expectations with others
   • Use negotiation skills where appropriate
   • Use conflict resolution techniques where appropriate
   • Use problem-solving and decision making techniques where appropriate
2. Read complex text
   • Read, analyse and use written information to assist in overseeing workplace performance
   • Use technical information from written and electronic sources to examine and introduce new procedures and approaches for improving workplace performance
3. Prepare written information for a range of audiences and applications
   • Consolidate and summarise routine and specialist reports to convey key points
   • Write procedures and instructions related to existing and new functions and tasks for others to follow and implement
4. Engage in complex verbal communication
   • Facilitate and monitor group processes to support group objectives
   • Provide one-to-one interaction with team members to provide effective support
   • Explain work instructions to others
   • Negotiate work requirements and expectations with others
   • Use negotiation skills where appropriate
   • Use conflict resolution techniques where appropriate
   • Use problem-solving and decision making techniques where appropriate
5. Read complex text
   • Read, analyse and use written information to assist in overseeing workplace performance
   • Use technical information from written and electronic sources to examine and introduce new procedures and approaches for improving workplace performance
6. Prepare written information for a range of audiences and applications
   • Consolidate and summarise routine and specialist reports to convey key points
   • Write procedures and instructions related to existing and new functions and tasks for others to follow and implement

Range Statement

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Performance Evidence

The candidate must lead communication in the workplace. Evidence must demonstrate the candidate’s consistency of performance over time.

The candidate must demonstrate competency while exercising suitable levels of authority in the workplace.

The candidate must:

analyse written information from a variety of sources to assist in decision-making processes

locate and extract relevant information from technical documentation

convey information, which may be complex or technical or involve a change, to people who may not have a technical background

explain and demonstrate communication styles relevant to conveying information to employees from a range of social, cultural and ethnic backgrounds

convey workplace information, including work instructions, in a way that facilitates learning by others

use relevant techniques to check that information has been understood

use facilitation skills to ensure participation from all group members

demonstrate conflict-resolution techniques

demonstrate participative problem-solving techniques to resolve workplace problems

resolve or progress issues in complex or hostile environments

select and organise relevant routine information to:

clarify or explain issues or problems

offer suggestions for improvement

provide opinions

identify and observe workplace health and safety requirements

identify and observe regulatory and workplace requirements

prepare reports in a range of formats and language styles in accordance with audience needs

utilise available information and communications technology to facilitate communication

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Knowledge Evidence

The candidate must demonstrate a broad factual, technical and theoretical knowledge of:

the purpose of feedback and forms of feedback suitable for the workplace

the purpose of reports and other documentation used in the work area

roles and expectations of customers, suppliers and participants in the work process

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