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Elements and Performance Criteria

1. Exchange information for specific purposes
   • Use communication techniques that achieve effective and purposeful exchange of information.
   • Use effective listening and speaking skills to confirm understanding.
   • Communicate information accurately in the time required and to all relevant people.
   • Provide constructive feedback where required.
   • Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
   • Include appropriate non-verbal techniques in communication and interaction.
2. Adapt communication to people and situations
   • Identify the audience and adapt communication approaches to suit people and situations.
   • Consider possible language or literacy difficulties during communication with others.
   • Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
   • Seek support when difficulties communicating effectively arise.
   • Include cultural awareness, sensitivity and discretion in communication and interaction.
3. Communicate effectively in the work group
   • Participate in meetings, briefings and group working sessions to maintain understanding and group support.
   • Identify any potential communication barriers between members of the work group.
   • Encourage positive involvement and contributions from all involved.
   • Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
   • Identify issues and problems and resolve them within the group.
   • Respond appropriately to instructions and feedback.
4. Communicate in writing
   • Produce formal written material that meets the needs of the audience.
   • Write and/or enter information using communication systems.
5. Maintain the security of information
   • Take appropriate precautions when communicating confidential or sensitive information.
   • Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
   • Maintain the security of records when handling and storing them.
   • Follow security breach procedure if the security of information is not being maintained or information is being misused.
6. Exchange information for specific purposes
   • Use communication techniques that achieve effective and purposeful exchange of information.
   • Use effective listening and speaking skills to confirm understanding.
   • Communicate information accurately in the time required and to all relevant people.
   • Provide constructive feedback where required.
   • Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
   • Include appropriate non-verbal techniques in communication and interaction.
7. Adapt communication to people and situations
   • Identify the audience and adapt communication approaches to suit people and situations.
   • Consider possible language or literacy difficulties during communication with others.
   • Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
   • Seek support when difficulties communicating effectively arise.
   • Include cultural awareness, sensitivity and discretion in communication and interaction.
8. Communicate effectively in the work group
   • Participate in meetings, briefings and group working sessions to maintain understanding and group support.
   • Identify any potential communication barriers between members of the work group.
   • Encourage positive involvement and contributions from all involved.
   • Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
   • Identify issues and problems and resolve them within the group.
   • Respond appropriately to instructions and feedback.
9. Communicate in writing
   • Produce formal written material that meets the needs of the audience.
   • Write and/or enter information using communication systems.
10. Maintain the security of information
    • Take appropriate precautions when communicating confidential or sensitive information.
    • Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
    • Maintain the security of records when handling and storing them.
    • Follow security breach procedure if the security of information is not being maintained or information is being misused.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

applying the following communication techniques to workplace situations:

active listening

using pauses

using clear, concise and courteous language

questioning to confirm understanding and elicit information

selecting timing of interactions

selecting environments conducive to effective communication

using communication strategies to resolve issues and problems

completing accurate written workplace documentation

presenting written material in the required format

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation’s code of conduct, policies and procedures related to communication and interaction in the workplace

organisation’s policies and procedures related to security of information

discriminative language

process for referring information security breaches

technical and professional language used in the work environment

barriers to effective communication

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