Elements and Performance Criteria
- Convey and handle information
- Gather, record and convey simple and routine information in a workplace related context
- Personal interaction is conducted in a courteous manner in the workplace context
- Queries are made clearly and concisely in a workplace context
- Procedures for location and storage of information are employed, and the particular workplace practices are adhered to
- Information is organised clearly, concisely and logically, and complies with workplace practices
- Workplace documents are completed clearly and accurately within a specified time
- Time is used efficiently in a workplace context
- Give and follow simple routine instructions
- Safe work practices are incorporated in instructions
- Instructions are accurate, clear, concise and comprehensive, and are consistent with the skills of the receiver
- Appropriate methods of instruction are selected
- Interaction with others is efficient, effective, responsive, courteous and supportive
- Prescribed sequences are adhered to in a workplace related context
- Routine checking of own and others’ performance is exercised
- Task is carried out in a workplace related context
- Participate in small informal work groups
- Interact with clients
- Interaction with clients within, and external to, an organisation about simple routine matters
- Interaction is consistent with the needs of organisation, and organisation is presented in a positive and client-centred way
- Correct forms of greeting, identification and address are used according to enterprise practices
- Needs of the client are clarified and noted where appropriate
- Referral processes are followed to establish contact between client and appropriate personnel
- Discretion and confidentiality are exercised where appropriate
- Appropriate follow-up steps are taken according to enterprise customer service practices