Google Links

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

Elements and Performance Criteria

1. Communicate information verbally
   • Purpose of verbal communication is determined and communication style is chosen to suit audience and purpose
   • Information is delivered verbally using clear, succinct and unambiguous language and accurate industry terminology
   • Listeners are questioned to verify that information provided has been received and understood accurately
   • Clarification, rephrasing or additional explanations are provided as required
   • Verbal information received from others is listened to carefully, and clarified and confirmed with the speaker as required
2. Communicate information in writing
   • Purpose or objectives of written communication are determined and communication style is chosen to suit audience and purpose
   • Written text is drafted using correct vocabulary, grammatical structures and conventions
   • Text is logically structured, formatted and presented following workplace procedures
   • Text is checked to confirm that key messages are clear, succinct and unambiguous and meet intended purpose
   • Written information received from others is read carefully and information is clarified as required
3. Communicate in meeting
   • Purpose of meeting is identified and clarified as required
   • Meeting is attended and positive contribution to outcomes is made according to workplace meeting procedures and own level of responsibility
   • Own responsibilities relating to meeting outcomes are carried out according to workplace meeting procedures
4. Present information to others
   • Purpose for presenting information to others and features of the target audience are identified and clarified
   • Information to be presented is planned and organised logically
   • Resources needed to present information are identified and selected
   • Resources are checked prior to presenting information to ensure that they are functioning properly
   • Presentation is conducted as planned and appropriate responses to audience questions and feedback are provided
   • Audience feedback on presentation is reviewed to improve future practice
5. Discuss and resolve a workplace issue
   • Key factors and issues relating to a workplace issue are analysed
   • Key discussion points and suitable approach to discussion are planned
   • Discussion is conducted according to planned approach with solutions or outcomes acceptable to both parties negotiated and agreed
   • Required follow-up action is carried out according to workplace procedures and further discussions with other parties conducted as required
   • Solutions or outcomes are documented according to workplace procedures.
6. Communicate information verbally
   • Purpose of verbal communication is determined and communication style is chosen to suit audience and purpose
   • Information is delivered verbally using clear, succinct and unambiguous language and accurate industry terminology
   • Listeners are questioned to verify that information provided has been received and understood accurately
   • Clarification, rephrasing or additional explanations are provided as required
   • Verbal information received from others is listened to carefully, and clarified and confirmed with the speaker as required
7. Communicate information in writing
   • Purpose or objectives of written communication are determined and communication style is chosen to suit audience and purpose
   • Written text is drafted using correct vocabulary, grammatical structures and conventions
   • Text is logically structured, formatted and presented following workplace procedures
   • Text is checked to confirm that key messages are clear, succinct and unambiguous and meet intended purpose
   • Written information received from others is read carefully and information is clarified as required
8. Communicate in meeting
   • Purpose of meeting is identified and clarified as required
   • Meeting is attended and positive contribution to outcomes is made according to workplace meeting procedures and own level of responsibility
   • Own responsibilities relating to meeting outcomes are carried out according to workplace meeting procedures
9. Present information to others
   • Purpose for presenting information to others and features of the target audience are identified and clarified
   • Information to be presented is planned and organised logically
   • Resources needed to present information are identified and selected
   • Resources are checked prior to presenting information to ensure that they are functioning properly
   • Presentation is conducted as planned and appropriate responses to audience questions and feedback are provided
   • Audience feedback on presentation is reviewed to improve future practice
10. Discuss and resolve a workplace issue
    • Key factors and issues relating to a workplace issue are analysed
    • Key discussion points and suitable approach to discussion are planned
    • Discussion is conducted according to planned approach with solutions or outcomes acceptable to both parties negotiated and agreed
    • Required follow-up action is carried out according to workplace procedures and further discussions with other parties conducted as required
    • Solutions or outcomes are documented according to workplace procedures.

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.

There is no Range of Conditions for this unit.

---

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 and foundation skills:

receive and respond to one piece of verbal communication relating to the automotive workplace that includes asking questions and providing responses

receive and respond to one piece of written communication relating to the automotive workplace

participate in one workplace meeting relating to the automotive workplace that includes asking questions and providing responses

prepare and make one presentation of information relating to the automotive workplace

prepare for and participate in one discussion to resolve a workplace issue and document the outcomes.

---

Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

automotive industry technical terms and their application to an automotive workplace

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

procedures for communicating verbally, including:

active listening and questioning techniques

creating clear, succinct and unambiguous language

clarifying meaning

choosing language to suit audience

procedures for communicating in writing, including:

accessing and interpreting key concepts of written material

organising responses to address questions and according to communication medium

creating draft documents, including structure and formatting

editing documents

procedures for participating in meetings, including:

accessing and reviewing previous meeting minutes and agendas

contributing to meeting outcomes

determining own role in meeting outcomes

procedures for presenting information, including:

determining target audience

determining presentation format, including choosing equipment and materials

delivering a presentation

procedures for negotiating between parties, including:

determining key factors of issues

planning discussions

conducting discussions, including:

establishing rapport

acknowledging disagreements and the views of others

dealing constructively with differences

staying focused

making a strong case without overselling or becoming personal or aggressive

compromising to achieve realistic and achievable outcomes.

---