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Elements and Performance Criteria

1. Receive and act upon instructions
   • Listen attentively to instructions and respond appropriately
   • Clarify instructions to ensure a complete understanding of the task
2. Receive and convey messages
   • Receive verbal and written messages and respond appropriately
   • Record and convey information so that messages are understood
3. Demonstrate appropriate interpersonal skills
   • Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements
   • Demonstrate effective interpersonal skills during everyday interactions
4. Provide appropriate information
   • Deal with inquiries in accordance with workplace customer service requirements
   • Establish details of inquiry by questioning and summarising
   • Access and provide relevant information that meets own authorisation and confidentiality requirements
   • Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility
   • Complete all workplace documents legibly and accurately in accordance with workplace procedures

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Standards, codes, procedures and/or workplace requirements	Standards, codes, procedures and/or workplace requirements include the latest version of one or more of: Australian and international standards and codes relevant to the laboratory’s operations, scope of testing and covering safety in laboratories, and quality and environmental management national work health and safety (WHS) standards and codes of practice standard operating procedures (SOPs), laboratory methods, and hazard analysis and critical control points (HACCP) procedures workplace documents, such as job descriptions, job (batch) cards, pick lists, time sheets and logbooks, induction manuals, shift handover reports and material safety data sheets (MSDS) workplace schedules for (daily) production, laboratory services, calibration and maintenance equipment manuals and service logs, and supplier catalogues quality manuals, product specifications and (non-)compliance reports customer service and telephone protocols
Information	Information includes one or more of: common scientific and technical terminology symbols, charts, signs, written text, tables, graphs and calculations information directories for staff access (personnel and telephone), online databases and CD-ROMs, and online information systems
Communication	Communication includes interactions with one or more of: managers, supervisors and other laboratory and production personnel members of the public, customers and clients
Items of equipment	Items of equipment include one or more of: telephone, two-way radio, PA system and computer (for email, internet) direct display readouts
Interpersonal communication	Interpersonal communication includes: active listening and effective questioning involving others, tolerating the view of others, attempting to reduce conflict and to negotiate suitable outcomes
WHS and environmental management requirements	WHS and environmental management requirements include: · complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time · applying standard precautions relating to the potentially hazardous nature of samples accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant

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Performance Evidence

Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:

using available communication equipment effectively, including, but not limited to, telephone, online and hard copy directories, email, intranet and internet

responding to calls and messages and receiving and passing on written and oral messages within accepted workplace timelines

listening attentively and clarifying messages and instructions to confirm their meaning

locating relevant sources of information

providing accurate and timely information using appropriate terminology

completing workplace documents legibly and accurately

communicating effectively with people from different organisational levels and diverse cultural backgrounds

promoting cooperation through effective personal interactions.

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Knowledge Evidence

Must provide evidence that demonstrates knowledge of:

communication protocols, workplace customer service standards and procedures

principles of effective interpersonal interactions

colloquial, scientific and technical terminology appropriate to the level expected in the workplace for the job role

standard operating procedures (SOPs) for routine technical tasks undertaken by candidate

work health and safety (WHS) and environment requirements

equal opportunity, anti-discrimination and anti-harassment requirements

workplace organisational structure, products, services and major customers

layout of workplace and laboratory, and role of laboratory services.

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