Required skills

communication skills to identify lines of communication to request advice to effectively question to follow instructions to receive feedback and to convey messages clearly and concisely

culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities

literacy skills to identify work requirements to draft written information and to process basic relevant workplace documentation

problemsolving skills to solve routine problems related to the workplace under direct supervision

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations such as privacy laws

organisational policies plans and 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

Evidence of the following is essential

clear concise and correct verbal and written communication

promptly and appropriately following instructions

knowledge of relevant legislation

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

access to examples of documents relating to workplace communication policies and procedures

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of organisational policies plans and procedures

review of written information

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

general administrationunits

Workplace procedures may include:

Appropriate people may include:

Lines of communication may include:

Communication method/equipment may include:

Written information may include:

Standards may include: