Elements and Performance Criteria
- Contribute to the development of effective communication strategies
- Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised
- In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace
- Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way
- Coaching in effective communication is provided to staff as required
- Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation
- Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome
- Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met
- All communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives
- Represent the organisation to a range of groups
- When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs
- Presentations are clear and sequential and delivered within a predetermined time and utilise appropriate media to enhance the presentation and address audience needs
- Questions from the audience are responded to in a manner consistent with organisation standards
- Differences in views are respected and considered in a way that values and encourages other's contributions
- Facilitate group discussions
- Mechanisms which enhance effective group interactions are defined and implemented
- Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members
- Objectives and agendas for meetings and discussions are routinely set and followed
- Relevant information is provided to groups as appropriate to facilitate outcomes
- Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties
- The specific communication needs of individuals are identified and addressed
- Produce quality written materials
- Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document
- Organisation guidelines and current accepted standards of writing which match the purpose are observed in producing all written documentation
- Appropriate and timely advice to management and clients is prepared and provided as required
- Where individual skill levels do not match workplace requirements, appropriate remedial action is taken, including seeking assistance and additional training
- Conduct interviews
- In conducting interviews and formal discussions effort is applied to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
- Effective questioning, speaking, listening and nonverbal communication techniques are used during discussions and interviews, to ensure the required information is accessed or message communicated
- Feedback and advice is given in a way which reflects current identified good practice
- The conduct of interviews and formal discussions shows due regard to individual differences, needs and rights
- Appropriate grievance and counselling procedures are used to deal with problems of a serious nature