Elements and Performance Criteria
- Handle routine enquiries
- Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards
- Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures
- Effective listening and speaking skills are employed including confirming understanding
- An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace
- Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures
- Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security
- Follow and relay routine instructions
- Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader
- Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures
- Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required
- Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements
- Established communication channels are used as required
- Engage in workplace discussions
- Oral interactions with other staff are used to exchange information, explore issues and solve routine problems
- Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements
- Meeting protocols are observed and colleagues are encouraged to participate where relevant
- Issues and ideas which affect work within the group are raised with the appropriate person
- Unresolved conflicts which affect work in the group are referred through the appropriate channel
- Handle routine enquiries
- Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards.
- Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures.
- Effective listening and speaking skills are employed including confirming understanding.
- An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace.
- Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures.
- Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security.
- Follow and relay routine instructions
- Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader.
- Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures.
- Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required.
- Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements.
- Established communication channels are used as required.
- Engage in workplace discussions
- Oral interactions with other staff are used to exchange information, explore issues and solve routine problems.
- Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements.
- Meeting protocols are observed and colleagues are encouraged to participate where relevant.
- Issues and ideas which affect work within the group are raised with the appropriate person.
- Unresolved conflicts which affect work in the group are referred through the appropriate channel.