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Elements and Performance Criteria

1. Prepare to communicate
   • Purpose of communication is established and relevant information is identified
   • Non-verbal information is examined and interpreted, as required
   • Suitable communication method is chosen to suit audience and purpose
   • Relevant information is prepared and prioritised in a logical manner
2. Participate in routine verbal communication
   • Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose
   • Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions
   • Verbal exchanges with others are conducted in a courteous and professional manner
   • Active listening and questioning techniques are used to clarify and confirm understanding
   • Own opinions are clearly expressed and those of others are listened to without interruption
3. Carry out routine written and non-verbal communication
   • Accurate and factual information is conveyed clearly in written and other non-verbal communication
   • Non-verbal techniques appropriate to the situation are used effectively in interactions with others
   • Intended meaning is clarified with recipients as required
4. Operate workplace communication system
   • Workplace communication device appropriate for the task is selected according to workplace procedures
   • Key functions of workplace communication system are used according to equipment specifications and workplace procedures
5. Contribute to workplace communication
   • Requests for information from colleagues are responded to in a timely manner
   • Contributions are made to work group activities and meetings
   • Clarification is sought from supervisor or colleagues relating to instructions or information as required
   • Feedback from supervisor or colleagues is sought and incorporated into own communication
6. Prepare to communicate
   • Purpose of communication is established and relevant information is identified
   • Non-verbal information is examined and interpreted, as required
   • Suitable communication method is chosen to suit audience and purpose
   • Relevant information is prepared and prioritised in a logical manner
7. Participate in routine verbal communication
   • Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose
   • Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions
   • Verbal exchanges with others are conducted in a courteous and professional manner
   • Active listening and questioning techniques are used to clarify and confirm understanding
   • Own opinions are clearly expressed and those of others are listened to without interruption
8. Carry out routine written and non-verbal communication
   • Accurate and factual information is conveyed clearly in written and other non-verbal communication
   • Non-verbal techniques appropriate to the situation are used effectively in interactions with others
   • Intended meaning is clarified with recipients as required
9. Operate workplace communication system
   • Workplace communication device appropriate for the task is selected according to workplace procedures
   • Key functions of workplace communication system are used according to equipment specifications and workplace procedures
10. Contribute to workplace communication
    • Requests for information from colleagues are responded to in a timely manner
    • Contributions are made to work group activities and meetings
    • Clarification is sought from supervisor or colleagues relating to instructions or information as required
    • Feedback from supervisor or colleagues is sought and incorporated into own communication

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Professional manner must be:	consistent with workplace communication protocols appropriate to age, cultural diversity and special needs.
Communication system must include:	communication devices, including: telephones computers.

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Performance Evidence

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:

complete three of the following communication tasks in an automotive workplace:

exchange verbal information regarding work task with colleague

exchange verbal information regarding work task with supervisor

request verbal clarification of work task from supervisor

request information from external customer using the telephone

request information from external customer using email.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

common automotive technical terms and their application to an automotive workplace

active listening and questioning techniques

verbal communication techniques, including:

one-on-one

group and team interactions

collaborative and inclusive techniques for interacting with others, including techniques appropriate to differing ages, cultural backgrounds and special needs

workplace forms and documents in electronic and hard copy, including:

workplace instructions or work orders

manufacturer service, repair and equipment manuals

types of non-verbal communication techniques, including:

visual gestures and sign language

body language

signage

electronic and mechanical signals

workplace procedures and requirements relating to:

workplace document style, format and layout

use of communication systems, including email, telephone, intercom and social media

reporting

types of communication devices in automotive workplaces

operating features of communication devices, including:

computers and tablets with email and social media software

intercoms and two-way radios

telephone systems, including mobile phones.

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