Elements and Performance Criteria
- Implement effective workplace communication.
- Effective workplace communication systems and equipment are implemented to facilitate an accurate exchange of workplace information.
- Problems and conflicts within the work team are negotiated and resolved using appropriate interpersonal techniques and communication skills.
- Team meetings and briefings are regularly conducted to increase the level of information exchange.
- Communication among team members is facilitated to ensure enhanced relationships, safety and respect for individual social and cultural differences.
- Assess communication techniques.
- Verbal communication techniques of individuals are assessed to ensure use of clear language which is appropriate to the audience.
- Body language and non-verbal behaviour of individuals is assessed to ensure professionalism and correct meaning is conveyed.
- Active listening skills of individuals are employed and assessed and questioning techniques used to clarify issues.
- Written communication of individuals is assessed in accordance with organisational standards.
- Comprehension of information received by individuals is assessed to ensure accuracy of information exchange.
- Individual learning opportunities are identified and implemented to ensure effectiveness of communication techniques in accordance with organisational and legislative requirements.
- Implement conflict resolution techniques.
- Procedures for conflict resolution are developed and implemented.
- Control, professionalism and objectivity is maintained at all times during conflict situations in accordance with legislative and organisational requirements.
- Effective communication skills and interpersonal techniques are used to defuse or resolve conflict.
- Feedback is given assertively and received non-defensively during negotiations.
- Appropriate solutions are implemented which comply with organisational procedures and legislative requirements.
- Expert advice or assistance is sought as required in accordance with organisational procedures.