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

Elements and Performance Criteria

1. Respond to enquiries
   • Provide responses to enquiries from staff, the public and other clients or refer the matter.
   • Use active listening techniques and adapt language and style to address the specific needs of the speaker.
   • Resolve conflict in a confidential manner or refer difficult situations to others.
   • Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
2. Receive and give instructions and directions
   • Receive, clarify, assess and act upon directions.
   • Ensure instructions and directions are conveyed clearly and confirm these with the recipient.
   • Provide feedback.
3. Participate in meetings
   • Prepare for meeting by reviewing the agenda and other related documents.
   • Provide input during meeting in accordance with meeting protocol and objectives.
   • Act with respect and trustbuilding to enhance relationships and meeting outcomes.
4. Make presentations within the workgroup
   • Prepare and make a work related presentation that is relevant to the audience and logically structured.
   • Use suitable resources or aids to enhance the presentation if applicable.
   • Use strategies to engage the listeners.
   • Obtain feedback to improve future presentations.
5. Respond to enquiries
   • Provide responses to enquiries from staff, the public and other clients or refer the matter.
   • Use active listening techniques and adapt language and style to address the specific needs of the speaker.
   • Resolve conflict in a confidential manner or refer difficult situations to others.
   • Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
6. Receive and give instructions and directions
   • Receive, clarify, assess and act upon directions.
   • Ensure instructions and directions are conveyed clearly and confirm these with the recipient.
   • Provide feedback.
7. Participate in meetings
   • Prepare for meeting by reviewing the agenda and other related documents.
   • Provide input during meeting in accordance with meeting protocol and objectives.
   • Act with respect and trustbuilding to enhance relationships and meeting outcomes.
8. Make presentations within the workgroup
   • Prepare and make a work related presentation that is relevant to the audience and logically structured.
   • Use suitable resources or aids to enhance the presentation if applicable.
   • Use strategies to engage the listeners.
   • Obtain feedback to improve future presentations.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. The candidate must demonstrate evidence of performance of the following on at least one occasion.

taking part in interpersonal exchanges of information, with some awareness of different registers and strategies for interaction

clarifying meaning, exploring issues and problem solving or referral

using information presented in graphic, diagrammatic, or visual form

using telephones, answering machines/voicemail, computers with audio, presentation software and other communications technology

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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.

principles of effective communication, including presentations

knowledge of organisational processes, hierarchy and formal communication channels

conflict resolution techniques

meeting formats and requirements

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