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Elements and Performance Criteria

1. Prepare for complex communication
   • Clarify communication objectives, confirm those to be present and identify the communication mode.
   • Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
   • Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
   • Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
2. Analyse and respond to opinions
   • Evaluate discussion to identify impartiality, bias or unsupported argument.
   • Record points of view of other speakers and present information to counter opposing views.
   • Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
   • Examine opposing or challenging views for their value in achieving the same ends.
   • Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
3. Present a convincing argument
   • Choose communication approach to suit the given audience.
   • Assert prepared position with conviction and purpose.
   • Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
   • Use questions to elicit feedback and check audience understanding.
   • Respond to audience questions and arguments and support answers by reasoned explanation.
   • Negotiate agreement where possible, concluding with a summary of agreed items.
4. Develop a range of communication strategies
   • Seek feedback from others and assess the outcomes of communication.
   • Record and use lessons learnt to underpin future interactions.
   • Develop and practise language structures and features that influence audiences to a preferred point of view.
   • Explore and practise communication strategies for a range of workplace applications.
5. Prepare for complex communication
   • Clarify communication objectives, confirm those to be present and identify the communication mode.
   • Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
   • Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
   • Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
6. Analyse and respond to opinions
   • Evaluate discussion to identify impartiality, bias or unsupported argument.
   • Record points of view of other speakers and present information to counter opposing views.
   • Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
   • Examine opposing or challenging views for their value in achieving the same ends.
   • Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
7. Present a convincing argument
   • Choose communication approach to suit the given audience.
   • Assert prepared position with conviction and purpose.
   • Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
   • Use questions to elicit feedback and check audience understanding.
   • Respond to audience questions and arguments and support answers by reasoned explanation.
   • Negotiate agreement where possible, concluding with a summary of agreed items.
8. Develop a range of communication strategies
   • Seek feedback from others and assess the outcomes of communication.
   • Record and use lessons learnt to underpin future interactions.
   • Develop and practise language structures and features that influence audiences to a preferred point of view.
   • Explore and practise communication strategies for a range of workplace applications.

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.

applying legislation, regulations and policies relating to communication in the public sector

analysing and using language structures and features that influence the interpretation of spoken communication

interacting confidently with groups on familiar topics in formal and informal workplace situations

clarifying meaning, exploring issues and problem solving

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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 communication in the public sector

the power and effect of spoken language

knowledge of organisation processes and hierarchy

techniques to deal with opposing views and positions

emotional intelligence techniques

organisational protocols and etiquette for communication in meetings

communication strategies to suit different audiences

ways to influence the interpretation of spoken communication

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