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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. Use effective communication techniques.
  2. Respond to diversity in communication.
  3. Confirm and respond to workplace requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media

communication techniques:

active listening

open and closed questioning

use of verbal and non-verbal cues

communication methods which convey information clearly and concisely

basic communication expectations in relation to:

tact

sensitivity

discretion

nature of diversity and the impact of diversity on communication.