Elements and Performance Criteria
- Use effective communication techniques.
- Greet others in a polite and friendly manner.
- Use questioning and active listening to determine the other person’s needs.
- Use tact and discretion when interacting with others.
- Provide clear and concise information according to the person’s needs and take follow up action as required.
- Use features of communications technology according to organisational procedures.
- Respond to diversity in communication.
- Treat people from diverse backgrounds equally and with respect and sensitivity.
- Consider cultural differences in verbal and non-verbal communication.
- Use gestures or simple words to communicate where language barriers exist.
- Obtain assistance from colleagues or supervisors when required to facilitate communication.
- Confirm and respond to workplace requirements.
- Identify lines of workplace communication and seek information about work requirements.
- Listen to, clarify and agree nature of work instructions and timelines.
- Seek assistance from others to complete work as required.
- Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.
- Encourage, acknowledge and act upon constructive feedback provided by other team members.