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Elements and Performance Criteria

1. Receive and relay messages
   • Confirm understanding of the message is correct.
   • Accurately record the message.
   • Relay message accurately to appropriate person or section within designated timelines.
2. Interpret messages.
   • Clarify message if necessary.
   • Take appropriate action.
3. Respond to information.
   • Acknowledge and understand the request for information.
   • Access information from appropriate sources.
   • Relay information to appropriate person or section.
4. Complete workplace forms.
   • Select appropriate form.
   • Assemble information required for form.
   • Complete form as required.
   • Submit form as required.

Required Skills

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

Knowledge and ability to implement organisation policies and procedures on workplace communication including

types purpose and importance of workplace documentation

workplace codes including numbers symbols signs colours and other codes

Competence also includes the ability to

listen attentively

formulate questions to clarify work requirements or instructions

establish effective workplace relationship with colleagues

adapt communication to a range of social cultural and ethnic backgrounds

Language literacy and numeracy requirements

This unit requires the ability to read and understand information contained in typical workplace documents such as standard operating procedures material safety data sheets job cards maintenance logs Everyday workplace language is used including some technical termsand mathematical language

Writing is required to the level of completing workplace forms and records Types of text may include short sentences symbols codes signs sketches and may be conveyed in printed form or screen based

Basic numeracy is needed to the extent required by work instructions and procedures

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

A holistic approach should be taken to the assessment

Assessors must be satisfied that the person can consistently perform the unit as a whole as defined by the Elements Performance Criteria and skills and knowledge

In all cases it may be appropriate to assess this unit concurrently with relevant team work and communication units

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

It is essential that competence is demonstrated in the knowledge and skills defined in this unit These may include the ability to

provide and assess all required information and that the information provided both verbally and in writing is completed in a clear and concise manner that is easily understood by others and in accordance with workplace requirements

apply approved procedures

Consistent performance should be demonstrated For example look to see that

all information is provided in an efficient effective courteous and timely manner

Assessment method and context

Assessment will occur onthejob or in a simulated workplace

Competence in this unit may be assessed

by observation and questioning to indicate understanding

in a situation allowing the generation of evidence of the ability to respond to problems

by using a suitable simulation andor a range of case studiesscenarios

through a combination of these techniques

In all cases it is expected that practical assessment will be combined with targeted questioning to assess the underpinning knowledge and theoretical assessment will be combined with appropriate practicalsimulation Assessors need to be aware of any cultural issues that may affect responses to questions

Assessment processes and techniques must be culturally appropriate and appropriate to the oracy language and literacy capacity of the assessee and the work being performed

Reasonable adjustment of assessment tasks will be undertaken as required

Specific resources for assessment

This section should be read in conjunction with the Range Statement for this unit of competency Resources required include suitable access to an operating plant or equipment that allows for appropriate and realistic simulation A bank of case studiesscenarios and questions will also be required to the extent that they form part of the assessment method Questioning may take place either in the workplace or in an adjacent quiet facility such as an office or lunchroom No other special resources are required

Access must be provided to appropriate learning andor assessment support when required Where applicable physical resources should include equipment modified for people with disabilities

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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. 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.

Where reference is made to industry codes of practice, and/or Australian/international standards, the latest version must be used.

Context

This competency applies to all work environments.

Procedures

All operations are performed in accordance with procedures. Procedures include:

all relevant workplace procedures

work instructions

temporary instructions

relevant industry and government codes and standards

telephone protocol , including industry timelines in answering calls.

Messages

Messages includes the following as appropriate to workplace requirements:

written

oral

electronic.

Tools and equipment

This competency includes use of equipment and tools such as:

two way radio

computer

telephone.

Problems

Respond to routine problems means 'apply known solutions to a limited range of predictable problems'. Typical problems may include:

missing/lost messages

required information not available

required equipment not available

conflict of work priorities.

Appropriate action for non-routine problems may be reporting to designated person or other action specified in the procedures.

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