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

Required skills

access and use workplace information

active listening

adapt personal communication style to a variety of situations

coaching and mentoring to provide support to colleagues

communicate in a clear and concise manner

communicate with people from a range of social cultural and ethnic backgrounds and physical and mental abilities including young people

deescalate incidents

demonstrate ethical and professional behaviour

negotiate and mediate conflict situations

planning

recognise and respond to conflict situations

research analyse and interpret information from a variety of people and reporting

use a range of communications equipment

use communication skills effectively

use verbal communication to take control of situations

Required knowledge

applicable legislative compliance requirements relating to the security industry eg use of force apprehension and restraint inspection of people and property etc

approved communication terminology and call signs

available support agencies and the types of services offered

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

impacts of social and cultural differences on the effectiveness of communication

negotiation techniques

organisational standards for the presentation and maintenance of written information

power plays and how they are used in conflict situations

tactical response measures

types and uses of communications equipment

typical internal and external barriers to effective communication in the workplace

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

implementing and monitoring effective workplace communication systems and equipment to ensure accurate exchange of information and regular communication among teams and individuals

assessing individual communication skills to ensure appropriate levels of workplace literacy information exchange is accurate sensitive to the audience and complies with legal requirements and learning opportunities are accessed as needed

developing and implementing procedures for conflict resolution which comply with licensing and legal requirements

using effective communication skills to defuse or resolve conflict situations and implementing legal solutions to conflict

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

Communication systems and equipment may include:

Interpersonal techniquesmay include:

Communication skillsmay include:

Social and cultural differencesmay be expressed in:

Organisational standards for written informationmay relate to:

Learning opportunitiesmay include:

Organisational requirements may relate to:

Legislative requirements may relate to:

Communication skillsmay include:

Conflict situations may relate to:

Solutionsmay include: