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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. Converse with others in a language other than English.
   • Use techniques to extend interactions with others.
   • Seek and offer additional information and assistance to support quality of communication and service.
   • Support communication with comments on topical familiar matters, workplace business and events.
   • Use non-verbal communication to convey an acceptance of and sensitivity towards others.
2. Provide detailed information and advice in a language other than English.
   • Identify need for detailed information and advice.
   • Convey detailed information and advice using narrative and descriptive statements.
   • Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.
   • Use workplace documents, materials and other references to support explanations as required.
3. Respond to unpredictable situations and problems using a language other than English.
   • Provide appropriate advice in response to requests, unpredictable situations and problems.
   • Identify need for and seek assistance from others to better respond to the situation or problem.
   • Identify key facts of problems and facilitate solutions through open communication with relevant people.
   • Provide explanations of problems and their cause, and elaborate on details.
   • Respond to conflict and complaints with sensitivity, following appropriate social and cultural conventions.
   • Convey appropriate apologies and expressions of regret as required.
4. Conduct negotiations at a functional level in a language other than English.
   • Facilitate negotiations at a functional level through exchange of key information and agreement on details.
   • Provide appropriate explanations about products and services.
   • Achieve mutual understanding and agreement.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

conduct workplace oral communication in a language other than English in six different oral communication exchanges which together demonstrate:

using narrative and descriptive statements

using repetition, clarification and paraphrasing techniques to clarify requirements, answer questions about products and services, solve problems and conflict, and reassure others

providing detailed information and specialised assistance in area of work activity

conducting product and service transactions

using effective non-verbal communication skills

exchange key information in a language other than English to provide detailed information and advice about each of the following:

external products and services

internal products and services

medical and emergency information

entertainment

shopping.

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Knowledge Evidence

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

social and cultural conventions relevant to the language being assessed:

knowledge and some consistent use of forms of address

recognition and consideration of customs, protocols and taboos

cross-cultural communication challenges that occur when negotiating and solving problems, and how they are addressed

aspects of verbal and non-verbal communication that support effective negotiation and interaction in the language being assessed.

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