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Elements and Performance Criteria

1. Communicate verbally
   • Language used in communications is clear, concise and appropriate to client, assignment and organisational requirements
   • Active listening skills and questioning techniques are used to clarify issues
   • Established communication methods are used for routine and non-routine communications
2. Active listening skills and questioning techniques are used to clarify issues
3. Established communication methods are used for routine and non-routine communications
4. Communicate non-verbally
   • Non-verbal communication is positive, culturally appropriate and tailored to the audience
5. Non-verbal communication is consistent with verbal communication
6. Communicate with clients
   • Questioning, learning and summarising skills are used to establish client needs
7. Client needs are addressed, in accordance with organisational policy and procedures
8. Confidentiality is observed, in accordance with organisational policies and procedures
9. Give and receive instructions
   • Instructions received are acted upon within an agreed time frame to meet organisational needs
10. Difficulties and/or problem areas are identified and communicated to appropriate personnel in a timely manner
11. Clarification of instructions is sought from appropriate personnel
12. Instructions are relayed clearly, concisely and accurately and confirmation is obtained
13. Take part in group discussions and informal meetings
    • Contributions are made when in small informal group activities and meetings to facilitate organisational outcomes
14. Responses are sought from and provided to other group members in a constructive way
15. Views and opinions of individuals or group are obtained, acknowledged and accurately represented to others, as required
16. Prepare and process routine written correspondence, notes and records
    • Information and ideas are presented in a format, language and time frame to meet organisational requirements
17. Presentation of written documents meets organisational standards of style and accuracy
18. Documents are processed to comply with organisational policies and procedures and legislative requirements

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions may be found in the Companion Volume Implementation Guide.

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