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Elements and Performance Criteria

1. Develop effective communication skills
   • Develop, promote, implement and review strategies for internal and external distribution of information
   • Address specific communication needs when developing and implementing strategies to avoid discrimination in the workplace
   • Establish and review channels of communication
   • Provide coaching in effective communication to staff as required
   • Use negotiation and conflict resolution strategies to promote effective operation of the organisation
   • Negotiate issues with key stakeholders, clients and staff in a way that leads to a mutually acceptable outcome
   • Maintain work related networks and relationships to ensure client needs and organisational objectives are met
   • Ensure communication with stakeholders and colleagues is appropriate to individual needs and the situation, and that it promotes achievement of organisational objectives
2. Facilitate group discussion
   • Define and implement mechanisms that enhance effective group interactions
   • Use inclusive strategies that encourage all group members to participate and that include seeking and acknowledging contributions from all members
   • Undertake an evaluation of group communication strategies to promote ongoing participation of all parties
   • Identify and address specific communication needs of individuals in accordance with operational policies and procedures
3. Produce quality written materials
   • Write and present information in a logical manner
   • Provide accurate and timely advice to management and stakeholders
4. Conduct formal discussions
   • Reach mutual agreement about and adhere to appropriate structures, timeframes and protocols during formal discussions
   • Acknowledge individual differences, needs and rights during the conduct of interviews and formal discussions, in accordance with organisational policies
   • Provide feedback and give advice in a way that reflects current identified good practice in accordance with organisational policies and procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions may be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: applying communication ethics relevant to the audience and organisation applying organisational policies and procedures communicating information effectively verbally and in writing delivering effective presentations developing and implementing effective communication strategies implementing effective group management processes managing conflict resolution and negotiation organising and conducting interviews and other panels writing effective workplace documents.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: different communication styles and techniques including: cultural communication protocols specific communication needs group processes interviewing techniques oral communication relevant organisational policies and procedures research techniques written communication/documentation required including: complex reports, briefing notes correspondence, formal correspondence instructions, procedures and policies meeting minutes proposals, project plans and spreadsheets speeches, journal articles and marketing materials.

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