Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Exchange information for specific purposes.
  2. Adapt communication to people and situations.
  3. Communicate effectively in the work group.
  4. Communicate in writing.
  5. Maintain the security of information.

Required Skills

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

Required skills

applying appropriate communication techniques to workplace situations

accessing reading and interpreting documents including regulatory requirements and workplace policies and procedures

adapting communication methods to suit multilingual persons or persons with limited ability to speak or understand English

communicating with people from a range of social cultural and ethnic backgrounds and with varying physical and mental abilities

modifying communication so that the differences between you and the people you are communicating with are minimised

using communication strategies to resolve problems and conflict

clearly establishing expectations and boundaries in workplace relationships

willingness to adapt to changes and new circumstances with flexibility and openness to the ideas of others

completing accurate and timely workplace documentation reports forms logs or diaries

presenting written material in the range of media used in the workplace including information technology systems with an awareness of environmental and sustainable practices

handling and storing information securely and safely

Required knowledge

basic communication techniques including barriers to effective communication

principles of effective listening questioning and interactive communication

protocols and procedures for communicating with others

relevant cultural practices within the organisation and community

identification of discriminative language

organisations code of conduct and policies concerning communication and personal interaction in the workplace

organisations policy and procedures related to communication reporting protocols and procedures and security of information

technical and professional language used in the government and community safety sectors

personal values own and others that have an impact on effective communication

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

This unit contains a wide range of applications to reflect the diverse nature of communications and interactions required in correctional services Selection from the range statement will be justified in terms of work site requirements work roles and responsibilities and occupational specialisations

Evidence for assessment must be gathered over a significant period of time and in conjunction with evidence gathered for all other units that have a component of communication within the workplace This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given

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

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to communicate effectively in a range of two or more contexts or occasions over time

Context of and specific resources for assessment

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual communicating effectively as part of a coordinated team including coping with difficulties irregularities and changes to routine

copies of legislation policies procedures and guidelines relating to communicating effectively and professionally within the organisation

access to appropriate learning and assessment support when required

Method of assessment

The following assessment methods are suggested

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written andor oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

thirdparty reports from experienced practitioners

completion of performance feedback from supervisors and colleagues

Guidance information for assessment

Assessment methods should reflect workplace demands and any identified special needs of the candidate including language and literacy implications and cultural factors that may affect responses to the questions

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Communication techniques will include:

active listening

giving constructive feedback

two-way interactions for different contexts

using timing and management of interaction and silence

using deliberate non-verbal actions and reactions

reflection and summarising for agreement

deliberate selection of language from a range of options

examples of using cultural awareness and sensitivity

flexibility and adaptation of techniques for specific purposes

timing of interactions

selecting environments conducive to effective communication

participating in formal and informal team meetings

participating in routine and special meetings.

Range of different communication approaches will include:

with individuals and with groups

with known and unknown audiences, which may include:

colleagues

managers

senior officials with different levels of authority and status

clients with specified needs

people with disabilities

people from culturally and linguistically diverse backgrounds

offenders and detainees

Aboriginal and Torres Strait Islander people

residents within a community

members of the public

other professionals

in routine and predictable circumstances, including responding to conflict and uncooperative behaviour.

Communication barriers can include:

cultural

degree of confusion

first or preferred language

level of familiarity with subject of communication or context in which it is taking place

level of knowledge and skills

environmental (e.g. noise or lack of privacy)

health and wellbeing of individuals involved

social difficulties (e.g. violent and abusive situations).

Written material will include evidence of:

informal reports and documents for internal use

electronic files using the information technology required by the work site

correcting and updating information

complying with the organisation's procedures for the storage, security and confidentiality of information.

Legislation, policies and procedures may relate to:

confidentiality

authorised access to or use of information

freedom of information

protection of privacy

data protection and the storage and security of information

use of information technology and other electronic or telecommunication systems.