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

Required skills

basic information technology

communication to engage with minority groups eg young people old people people with an addiction or disability Indigenous Australians people from Culturally and Linguistically Diverse CALD backgrounds

complete basic workplace documentation

conflict resolution to diffuse or resolve individual and team issues

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

numeracy skills to estimate time to complete work tasks

observation

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

questioning to check understanding

solve routine problems

summarise information received

use of phonetic alphabet

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 reactive and proactive backup

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

procedures for receiving and providing backup support

procedures for reporting information

types and uses of communications equipment

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

working effectively with and encouraging team members to complete assignments within designated timeframes and legislative requirements

identifying minority groups and discussing issues that may lead to conflict with team members using communication which reflects sensitivity to individual social and cultural differences

actively seeking and providing feedback on quality of team work and performance and identifying opportunities for own and team professional development

using communication skills to ensure regular exchange of information within the team and provision or receipt of backup support and assistance

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 and the competency being assessed In all cases where practical assessment is used it should be combined with targeted questioning to assess the underpinning knowledge

Oral questioning or written assessment may be used to assess underpinning knowledge In assessment situations where the candidate is offered a choice between oral questioning and written assessment questions are to be identical

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

Organisational goals and objectives may include:

Social and cultural differences may be expressed in:

Relevant personsmay include:

Organisational requirementsmay relate to:

Assignment instructionsmay relate to:

Work tasksmay involve:

Relevant informationmay relate to:

Communication skillsmay include:

Communication proceduresmay include:

Communication equipmentmay include:

Assistancemay involve:

Occupational Health and Safety (OHS) requirementsmay relate to:

Professional development opportunitiesmay include:

Feedbackmay be sought from: