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

Elements and Performance Criteria

  1. Contribute to the development of effective communication strategies
  2. Represent the organisation to a range of groups
  3. Facilitate group discussions
  4. Facilitate work group interaction
  5. Use specific communication techniques to assist in resolving conflict
  6. Produce quality written materials
  7. Conduct interviews

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include knowledge of

Knowledge of different communication styles and techniques

Different interview techniques

Effective interpersonal written and oral communication

Negotiation techniques

Group development processes

Conflict resolution strategies and techniques

Research techniques including for social research

Essential skills

It is critical that the candidate demonstrate the ability to

Establish and maintain an appropriate network of clients

Incorporate the requirements of specific groups in all client service work

Communicate professionally with other professionals

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include the ability to

Work effectively with clients and service providers

Assess cultural communication protocols

Demonstrate application of skills in

selfreflection

principles and practices of client service delivery

effective workplace writing

effective presentation techniques

effective communication techniques

effective interviewing

effective group management processes

conflict resolution and negotiation

Use relevant information technology effectively in line with work health and safety WHS guidelines

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this unit of competency

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit will be most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions

Assessment is recommended to be conducted over more than one occasion and include communications with individuals and groups

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally and linguistically diverse CALD environments

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place

Method of assessment

Assessment may include observations questioning or evidence gathered from the workplace including testimonials from clients and colleagues etc


Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Oral, written and non-verbal communication in the organisation can occur with:

Clients and stakeholders

Representatives of client groups or organisations

Members of the public

Managers and staff in own and other organisations

Private organisations and consultants

Academic institutions, public sector and community organisations

Colleagues in different locations (e.g. regional/central offices)

Audience needs may require adjustments, such as:

Alternative format for written materials, such as large print, braille, audio or in another language

Assistive technology, such as audio loops

Interpreters, including signers

Written communication can involve both handwriting and operation of word processing equipment
It may take the form of:

Case notes and reports

Minutes of meetings

Routine as well as complex reports

Proposals, project plans and spreadsheets

General internal and external correspondence

Speeches, journal articles and marketing materials

Instructions, procedures and policies

Submission writing

Oral communication can take the form of:

Seeking and conveying information

Consulting and advising

Formal and informal presentations to different audiences

Structured interviewing for selection or counselling purposes

Leading discussions and briefings

Negotiating

Chairing and participating in meetings

Conflict resolution

Coaching

Advocacy

On-the-job training

Clients are defined by the work of the organisation and can include:

Individual members of the public

Other organisations, community groups and individuals

Other work areas of the organisation