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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. Converse with others
   • Use techniques to extend interactions with others.
   • Seek and offer additional information and assistance to support quality of communication and service.
   • Support communication with comments on topical familiar matters, workplace business and events.
   • Use non-verbal communication to convey an acceptance of and sensitivity towards others.
2. Provide detailed information and advice
   • Identify need for detailed information and advice.
   • Convey detailed information and advice using narrative and descriptive statements.
   • Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.
   • Use workplace documents, materials and other references to support explanations as required.
3. Respond to unpredictable situations and problems
   • Identify key facts of problems and facilitate solutions through open communication with relevant people.
   • Provide appropriate advice in response to requests, unpredictable situations and problems.
   • Convey appropriate apologies and expressions of regret as required.
4. Negotiate a simple agreement
   • Exchange key information and reach agreement on details.
   • Provide appropriate explanations about products and services.
   • Achieve mutual understanding and agreement.
5. Converse with others
   • Use techniques to extend interactions with others.
   • Seek and offer additional information and assistance to support quality of communication and service.
   • Support communication with comments on topical familiar matters, workplace business and events.
   • Use non-verbal communication to convey an acceptance of and sensitivity towards others.
6. Provide detailed information and advice
   • Identify need for detailed information and advice.
   • Convey detailed information and advice using narrative and descriptive statements.
   • Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.
   • Use workplace documents, materials and other references to support explanations as required.
7. Respond to unpredictable situations and problems
   • Identify key facts of problems and facilitate solutions through open communication with relevant people.
   • Provide appropriate advice in response to requests, unpredictable situations and problems.
   • Convey appropriate apologies and expressions of regret as required.
8. Negotiate a simple agreement
   • Exchange key information and reach agreement on details.
   • Provide appropriate explanations about products and services.
   • Achieve mutual understanding and agreement.

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 two occasions.

using communication skills in English to:

establish rapport

interact positively and courteously in varied interactive workplace communications

question about needs and preferences

use diverse, effective non-verbal communication skills

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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.

aspects of verbal and non-verbal communication that support effective negotiation and interaction in the language being assessed

applications of English language social, business and cultural, including:

consistent use of forms of address

customs, protocols and taboos

dialect, idiom, colloquialisms and language conventions

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