This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

identify customer requirements

inform customers of services and fees through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy skills in the following areas

written procedures for processing postal outlet transactions in person or in electronic format

transaction and delivery documentation

numeracy skills in regard to handling of tender

greeting and farewelling techniques

weighing and measuring of postal goods

The following knowledge must be assessed as part of this unit

postal enterprise policy systems and procedures in regard to processing specific postal outlet business transactions

relevant aspects of legislation and statutory requirements

transaction processes

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

processes transactions accurately

accesses legal and regulatory requirements for business transactions

locates interprets and applies relevant information which may include OHS and environmental requirements and postal enterprise operating procedures and policy

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service or sales procedure

uses effective questioning active listening and observation skills to identify special customers requirements

conveys information effectively in verbal written and electronic form

maintains workplace records and documentation

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as postal enterprise policy and procedure manuals

customer articles and documents

point of sale equipment and materials

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of performance in the workplace

a role play

thirdparty reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

Customers may include:

Postal outlet business transactions may include:

Mail acceptance procedures may include:

Transaction details may include:

Documentation to be provided to customer may include: