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Elements and Performance Criteria

1. Prepare for highlevel communication
   • Clarify communication objectives, confirm those to be present and identify communication mode.
   • Anticipate the likely attitudes of and positions to be taken by those present on the matters under discussion.
   • Consider communication styles of those to be present and assess their effect on the tone and likely progress of the discussion.
   • Undertake critical self-evaluation of communication strengths and vulnerabilities and compare with other participants' in planned encounters.
   • Research and organise subject matter, identify key messages and plan tactics to use personal strengths and maximise outcomes.
2. Critically analyse and respond to opinions
   • Listen to others critically and responsively to evaluate complex levels of meaning in spoken communication and to identify bias or unsupported argument.
   • Note tone, style, non-verbal elements and points of view of speakers and consider their use in influencing and affecting particular outcomes.
   • Analyse reaction to speakers and their point of view to identify and manage emotional triggers and maintain objectivity.
   • Welcome opposing or challenging views and examine them for their value in achieving the same ends.
   • Examine communication for subtext, significant inclusions and exclusions, socio-cultural values, attitudes and assumptions.
   • Explore complex concepts and ideas to clarify understanding, and to challenge and justify interpretations based on underlying assumptions, beliefs and values.
3. Persuade and influence others
   • Choose a communication approach to maximise effect with the given audience.
   • Assert sustained points of view with determination and conviction.
   • Modify content and approach when speaking to an unresponsive audience, and handle diversions and unexpected questions confidently.
   • Use a variety of verbal and non-verbal behaviour to explain abstract ideas and expand on complex issues.
   • Respond to complex questions and arguments with reasoned explanation.
   • Handle disagreements or conflicting personalities objectively and negotiate agreements where possible, concluding with positive summaries of achievement.
4. Reflect on and hone communication strategies
   • Seek feedback from others, assess outcomes and analyse underlying interactions and motivations.
   • Analyse own vulnerability to emotional and other seductive appeals dispassionately.
   • Articulate and use lessons learnt to underpin future interactions.
   • Develop and practise sophisticated language structures and features that influence audiences.
   • Explore and practise creative and innovative communication strategies for a range of workplace applications.
5. Prepare for highlevel communication
   • Clarify communication objectives, confirm those to be present and identify communication mode.
   • Anticipate the likely attitudes of and positions to be taken by those present on the matters under discussion.
   • Consider communication styles of those to be present and assess their effect on the tone and likely progress of the discussion.
   • Undertake critical self-evaluation of communication strengths and vulnerabilities and compare with other participants' in planned encounters.
   • Research and organise subject matter, identify key messages and plan tactics to use personal strengths and maximise outcomes.
6. Critically analyse and respond to opinions
   • Listen to others critically and responsively to evaluate complex levels of meaning in spoken communication and to identify bias or unsupported argument.
   • Note tone, style, non-verbal elements and points of view of speakers and consider their use in influencing and affecting particular outcomes.
   • Analyse reaction to speakers and their point of view to identify and manage emotional triggers and maintain objectivity.
   • Welcome opposing or challenging views and examine them for their value in achieving the same ends.
   • Examine communication for subtext, significant inclusions and exclusions, socio-cultural values, attitudes and assumptions.
   • Explore complex concepts and ideas to clarify understanding, and to challenge and justify interpretations based on underlying assumptions, beliefs and values.
7. Persuade and influence others
   • Choose a communication approach to maximise effect with the given audience.
   • Assert sustained points of view with determination and conviction.
   • Modify content and approach when speaking to an unresponsive audience, and handle diversions and unexpected questions confidently.
   • Use a variety of verbal and non-verbal behaviour to explain abstract ideas and expand on complex issues.
   • Respond to complex questions and arguments with reasoned explanation.
   • Handle disagreements or conflicting personalities objectively and negotiate agreements where possible, concluding with positive summaries of achievement.
8. Reflect on and hone communication strategies
   • Seek feedback from others, assess outcomes and analyse underlying interactions and motivations.
   • Analyse own vulnerability to emotional and other seductive appeals dispassionately.
   • Articulate and use lessons learnt to underpin future interactions.
   • Develop and practise sophisticated language structures and features that influence audiences.
   • Explore and practise creative and innovative 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 responsively, critically and confidently with both familiar and unfamiliar groups on specialised topics in formal and informal workplace situations

speaking with confidence and listening critically

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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

stylistic devices and their ethical use for calculated effect

the ways in which socio-cultural factors, language features and structures, and non-verbal elements combine to influence the interpretation of spoken communication

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