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Elements and Performance Criteria

1. Deal with complex enquiries and/or complaints
   • Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
   • Record complaint and/or enquiry, and verify with the client.
   • Obtain documentation to support complaint and/or enquiry if required.
   • Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
   • Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
   • Advise client of action taken to resolve the complaint and/or enquiry and record.
2. Give directions
   • Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
   • Give directions and confirm understanding of directions.
   • Resolve problems or refer if required.
   • Provide feedback on implementation.
3. Manage meetings
   • Clarify purpose of each meeting and develop the agenda in consultation with participants.
   • Select procedure for each meeting and style of facilitating.
   • Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
   • Ensure meetings are focused on the objectives of the meeting and are time efficient.
   • Enable participation, discussion, problem solving and resolution of issues by all those present.
   • Summarise decisions and recommendations, check for accuracy and record as required.
4. Make presentations
   • Make presentations to a range of audiences.
   • Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
   • Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
   • Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
   • Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
5. Deal with complex enquiries and/or complaints
   • Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
   • Record complaint and/or enquiry, and verify with the client.
   • Obtain documentation to support complaint and/or enquiry if required.
   • Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
   • Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
   • Advise client of action taken to resolve the complaint and/or enquiry and record.
6. Give directions
   • Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
   • Give directions and confirm understanding of directions.
   • Resolve problems or refer if required.
   • Provide feedback on implementation.
7. Manage meetings
   • Clarify purpose of each meeting and develop the agenda in consultation with participants.
   • Select procedure for each meeting and style of facilitating.
   • Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
   • Ensure meetings are focused on the objectives of the meeting and are time efficient.
   • Enable participation, discussion, problem solving and resolution of issues by all those present.
   • Summarise decisions and recommendations, check for accuracy and record as required.
8. Make presentations
   • Make presentations to a range of audiences.
   • Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
   • Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
   • Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
   • Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.

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 sustained and sometimes complex communication exchanges

taking part in interpersonal exchanges of information, with a flexible use of register and strategies for interaction

dealing with complaints, clarifying meaning, exploring issues and using problem solving or referral

deriving meaning from sustained oral discussions

using observation to read non-verbal cues, especially those relating to culture, ethnicity, emotional state

using presentation software

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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.

public sector legislation including WHS and environment, regulations, policies, procedures and guidelines relating to workplace communication

complaints procedures

conflict resolution techniques

knowledge of organisation processes and hierarchy

official communication channels

organisational protocols and etiquette for oral communication

meeting formats and facilitation/chairing requirements to suit

presentation styles to suit different audiences

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