Elements and Performance Criteria
- 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 and factually, in the time required and to all relevant people.
- Provide constructive feedback where required.
- Identify and correct contradictions, ambiguity, uncertainty or misunderstandings with a range of sources and references.
- Include appropriate non-verbal techniques in communication and interaction.
- Adapt communication to people and situations.
- Identify your 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 you are having difficulty communicating effectively.
- Include cultural awareness, sensitivity and discretion in communication and interaction.
- 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 you and the people in your 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.
- Negotiate issues and problems and resolve them within the group.
- Respond appropriately to instructions and feedback.
- Communicate in writing.
- Communicate in a written manner that is consistent with relevant legislation, policies and procedures.
- Produce written material that takes account of expectations, requirements and the needs of different audiences.
- Produce written material that is clear, accurate and contains the degree of detail required by the recipient.
- Write and/or enter information into computer-based communication systems.
- Maintain the security of information.
- Act in accordance with legislation, policies and procedures related to 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.
- Alert the appropriate person when you think the security of information is not being maintained or information is being misused.