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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. Represent the organisation
   • Promote a professional image of the organisation.
   • Adapt information on issues, policies and practices for different audiences in terms of its range, depth and form of presentation, and communicate orally and in writing.
   • Develop and provide advice within the area of responsibility.
   • Seek feedback on clients’ levels of understanding and use additional information or explanation to clarify issues if required.
2. Use communication strategies to achieve desired outcomes
   • Tailor communication strategies to the audience and the context.
   • Adjust communication strategies and content in response to feedback from clients.
   • Brief additional personnel, as needed, to assist with a strategy, outlining the expected outcomes and their responsibilities in achieving them.
   • Advise clients of processes and timelines for receiving information when issues are referred to others for advice on complex matters.
3. Build and maintain networks and relationships
   • Allocate time to establish and maintain networks and work relationships.
   • Identify and access information, key people and networks to assist in achieving work outcomes.
   • Establish and maintain communication channels and exchange information and ideas to provide benefits for clients and the organisation.
4. Represent the organisation
   • Promote a professional image of the organisation.
   • Adapt information on issues, policies and practices for different audiences in terms of its range, depth and form of presentation, and communicate orally and in writing.
   • Develop and provide advice within the area of responsibility.
   • Seek feedback on clients’ levels of understanding and use additional information or explanation to clarify issues if required.
5. Use communication strategies to achieve desired outcomes
   • Tailor communication strategies to the audience and the context.
   • Adjust communication strategies and content in response to feedback from clients.
   • Brief additional personnel, as needed, to assist with a strategy, outlining the expected outcomes and their responsibilities in achieving them.
   • Advise clients of processes and timelines for receiving information when issues are referred to others for advice on complex matters.
6. Build and maintain networks and relationships
   • Allocate time to establish and maintain networks and work relationships.
   • Identify and access information, key people and networks to assist in achieving work outcomes.
   • Establish and maintain communication channels and exchange information and ideas to provide benefits for clients and the organisation.

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.

communicating with audiences, requiring adaptation of style and language

questioning to confirm understanding

interpreting complex written materials

presenting information

facilitating groups

using mediation

undertaking conflict resolution

representing and promoting of the organisation in 3 or more contexts or on 3 or more occasions.

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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.

organisational policy, procedures and legislation

organisational code of conduct

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