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

Required skills

basic information technology

communicate effectively using language concepts familiar to young people taking into account age cognitive intellectual ability and English language skills

communication skills to relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

complete basic workplace documentation

literacy skills to understand and communicate security information reading writing speaking numeracy and listening

numeracy skills to estimate time to complete work tasks

observation

questioning to check understanding

solve routine problems

summarise information received

verbally and electronically receive interpret and transmit information

work effectively on an individual basis and as part of a team

Required knowledge

approved communication terminology and call signs

difference between negative and positive language

differences between written and spoken English

how to read and use body language to gain confidence of others

how to record information which may be used for legal purposes

how to safeguard confidential information

how to use business equipment to present information

organisational communication channels and procedures

organisational standards for the presentation and maintenance of written information

own conception and preconceptions of diverse cultures

phonetic alphabet

procedures for reporting information

procedures in the event of communications loss

types and uses of communications equipment

understanding of culture and social practices

youth culture and social frameworks

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

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

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

using speaking reading observation and listening skills to gather verbal and nonverbal information and summarising understanding with others

communicating in a clear and accurate manner which reflects sensitivity to individual social and cultural differences

using a range of communication channels and equipment to receive interpret and transmit clear and accurate verbal information in a form which is preferred and understood by the receiver

using a range of communications equipment and technologies to communicate written information in a suitable format language and structure

Context of and specific resources for assessment

Context of assessment includes

a setting in the workplace or environment that simulates the conditions of performance described in the elements performance criteria and range statement

Resource implications for assessment include

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules organisational policies and duty statements

Reasonable adjustments must be made to assessment processes where required for people with disabilities This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language literacy and numeracy capacity of the candidate while ensuring the LLN skill levels required by the competency being assessed are met In all cases where practical assessment is used it should be combined with targeted questioning to assess the underpinning knowledge

Both oral questioning and written assessment should be used to assess underpinning knowledge

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors team leaders or specialist training staff

Information may be from sources which are:

Information may relate to:

Assignment instructions may relate to:

Relevant personsmay include:

Social and cultural differencesmay be expressed in:

Communication techniquesmay include:

Communication channelsmay relate to:

Communication equipmentmay include:

Appropriate procedures and materials may relate to:

Business equipment and technologymay include:

Relevant legislationmay relate to:

Organisational requirements may relate to: