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Elements and Performance Criteria

1. Communicate with others in course of work
   • Communicate at work according to legislation and regulations, documentation and procedures and according to work health and safety (WHS) procedures, environmental procedures, standard operating procedures (SOP) and housekeeping requirements.
   • Demonstrate effective reading and listening skills.
   • Use questions to gain additional information.
   • Ensure verbal and written communication with others in the performance of duties is clear and precise and follows established communications practice.
   • Avoid misunderstandings in communications, by using appropriate confirmation techniques.
   • Use various forms of non-verbal communication when working and communicating with others, in the course of duties.
2. Contribute to teamwork and work standards
   • Carry out work individually and in association with others, according to established performance standards.
   • Provide assistance and encouragement to others in workplace activities.
   • Acknowledge, discuss and act upon feedback on work performance.
   • Develop personal skills and knowledge through training and other means to ensure an effective contribution to work activities.
   • Understand and follow employment conditions.
   • Identify and incorporate at the workplace, individual rights and responsibilities, including allowance for any cross cultural differences and differences in personal interests, beliefs and lifestyles.
   • Take appropriate action to avoid and prevent harassment of others.
3. Resolve and prevent conflicts
   • Recognise conflict situations and seek appropriate assistance to resolve the conflict with the personnel involved, according to company procedures.
   • Solve conflicts by actively participating in conflict resolution procedures.
   • Recognise and respond to communication problems in the workplace to prevent conflicts.

Range Statement

Not Applicable

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Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria and foundation skills of this unit, and must be able to provide evidence that they can:

use effective verbal, non verbal and written skills in at least two of the following contexts in the work environment:

when engaged in team work

when directing others at work

in training sessions

when working with colleagues from diverse backgrounds

when receiving feedback on work performance

when engaged in conflict resolution and mediation

demonstrate communication strategies with work colleagues that include listening skills, questioning and confirmation techniques

identify and follow employment documentation, work procedures and performance standards that provide guidance for communication and resolving conflict at work

listen and interpret verbal instructions and information concerning work activities

identify interpersonal communication problems that may arise, including:

misunderstandings and assumptions

differing interpretations

language and comprehension difficulties

physical distractions including noise

unfamiliar terminology

take appropriate action to resolve identified problems or conflict

take action to avoid discrimination and harassment and report any incidents in accordance with policies and regulations.

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Knowledge Evidence

A person competent in this unit must be able to demonstrate knowledge of:

procedures, regulations and legislative requirements relevant to contributing to effective relationships including work health and safety (WHS), environmental including relevant sustainability requirements/practices, standard operating procedure (SOP), isolation procedures, safe working requirements, risks and hazard identification and housekeeping

basic communication techniques, including barriers to effective communication and how to overcome them

conflict resolution and mediation strategies and techniques suitable for the work environment

basic problem-solving techniques consistent with level of responsibility

procedures covering anti-discrimination and harassment policies and regulations

industrial award requirements related to personnel responsibilities, obligations and entitlements

instructions and procedures for social behavior and emergency situations

procedures for effective interaction with co-workers, including recognising differences, active promotion of anti-discrimination and avoidance of harassment.

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