Required skills

communication skills to

communicate ideas and information utilising plain English literacy and communication skills in relation to writing reading and understanding workplace documents

oral communication skills in relation to conveying and receiving workplace information

initiative and enterprise to identify sources of information assistance and expert knowledge to expand knowledge skills and understanding

literacy skills to

understand written workplace procedures

read interpret and follow information on written instructions specifications standard operating procedures charts lists drawings and other applicable reference documents

numeracy skills to understand numbers and mathematical units

planning and organising skills to

plan and organise activities which communicate standard procedures

plan and organise activities to take or leave a telephone message

problemsolving skills to

recognise a workplace problem or a potential problem

refer problems outside area of responsibility to appropriate person and suggest possible causes

selfmanagement skills to

select and use appropriate written materials processes and procedures

recognise limitations and seek timely advice

follow workplace documentation such as codes of practice and operating procedures

teamwork skills to work with others and in a team by distributing information to team members

technical skills to collect organise and understand information relating to technical automotive workplace information

technology skills to use relevant workplace technology related to communicating effectively in an automotive workplace by written or oral means

Required knowledge

workplace forms documents and stationery

common automotive terminology

manufacturers repair manuals

enterprise policies and procedures including

workplace document style format and layout

workplace communication procedures

workplace documents

telephone protocols and operating procedures

worksite reporting procedures

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

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 workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge

A person who demonstrates competency in this unit must be able to

write short routine texts using correct spelling punctuation and grammar

read interpret and apply routine texts in the workplace

interpret and convey workplace information

apply and demonstrate workplace procedures for incoming and outgoing telephone calls

maintain workplace communications including documents

Context of and specific resources for assessment

Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting

Assessment is to occur

using standard workplace practices and procedures

following safety requirements

applying environmental constraints

Assessment is to comply with relevant

regulatory requirements

Australian standards

industry codes of practice

The following resources should be made available

a workplace or simulated workplace

documentation such as enterprise sample policies and procedures manuals relating to workplace communication procedures

workplace documents telephone protocols and operating procedures

enterprise or sample stationery documents and forms

access to workplace or similar communication systems

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of this Training Package

Assessment methods must confirm consistency and accuracy of performance over time and in a range of workplace relevant contexts together with the application of required skills and knowledge

Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application

Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role

Where applicable reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients

Assessment processes and techniques must be culturally sensitive and appropriate to the language literacy and numeracy capacity of the candidate and the work being performed

Documents, forms or other relevant sources of technical information may include:

Effective communication may include:

Communication system functions may include: