Elements and Performance Criteria
- Handle routine enquiries
- Respond to enquiries and record details.
- Determine urgency of the enquiry and respond or refer the matter promptly.
- Employ effective listening and speaking skills including confirming understanding.
- Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.
- Resolve or refer problems.
- Make and store records of verbal enquiries and resulting action.
- Follow and relay routine instructions
- Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.
- Refer difficulties in understanding instructions for clarification.
- Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.
- Note and relay instructions for others, and provide feedback on successful relating of requirements.
- Use established communication channels as required.
- Engage in workplace discussions
- Use oral interactions with other staff to exchange information, explore issues and solve routine problems.
- Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.
- Observe meeting protocols and encourage colleagues to participate where relevant.
- Raise issues and ideas which affect work within the group with the appropriate person.
- Refer unresolved conflicts which affect work in the group through the appropriate channel.
- Handle routine enquiries
- Respond to enquiries and record details.
- Determine urgency of the enquiry and respond or refer the matter promptly.
- Employ effective listening and speaking skills including confirming understanding.
- Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.
- Resolve or refer problems.
- Make and store records of verbal enquiries and resulting action.
- Follow and relay routine instructions
- Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.
- Refer difficulties in understanding instructions for clarification.
- Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.
- Note and relay instructions for others, and provide feedback on successful relating of requirements.
- Use established communication channels as required.
- Engage in workplace discussions
- Use oral interactions with other staff to exchange information, explore issues and solve routine problems.
- Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.
- Observe meeting protocols and encourage colleagues to participate where relevant.
- Raise issues and ideas which affect work within the group with the appropriate person.
- Refer unresolved conflicts which affect work in the group through the appropriate channel.