Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Handle routine enquiries
  2. Follow and relay routine instructions
  3. Engage in workplace discussions
  4. Handle routine enquiries
  5. Follow and relay routine instructions
  6. Engage in workplace discussions

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

speaking and listening relating to routine communication exchanges

eliciting and giving factual information

clarifying meaning, exploring issues and problem solving or referral

listening for relevant information from oral discussions

taking personal notes

observing and reading nonverbal cues especially those relating to culture, ethnicity, emotional state

using communication technology including telephones, computers with audio, message bank, answering machines, email, short message service, pagers


Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to workplace communication in the public sector

principles of effective communication

knowledge of organisation processes

procedures manuals for dealing with enquiries

channels of communication

organisational etiquette for oral communication

conflict resolution techniques