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Elements and Performance Criteria

1. Communicate effectively to achieve required work outcomes
2. Effective listening skills are applied
3. Questions are used to gain additional information and to clarify understanding
4. Information received is clarified as required, interpreted and accurately communicated and/or reported in accordance with communications protocols and workplace procedures
5. Communication is undertaken in varying situations and with familiar and unfamiliar individuals and groups
6. Appropriate protocols and procedures are followed when using communications systems during emergencies
7. Responses are sought and provided to others in a timely manner
8. Work with others
9. Forms of communication appropriate to the activity are used
10. Assistance in completing activities is requested as required
11. Contributions to achieving a required outcome are made
12. Work is undertaken in accordance with specified procedures on an individual and shared basis as required
13. Problems are discussed and resolved where possible through agreed and accepted processes
14. Suggestions for improvements to processes are made and discussed within the team in accordance with workplace procedures
15. Communicate using technology
16. Communications system features and control functions are identified
17. Appropriate equipment is selected as fit for purpose for intended communication
18. Hazards are identified, risks are assessed and risk control measures are implemented
19. Equipment is optimised for communication in accordance with organisational procedures and policies
20. Equipment is operated safely in accordance with manufacturer instructions, workplace procedures and regulatory requirements
21. Operate communications systems
22. Telephone and radio security is maintained in accordance with workplace procedures
23. Channel selection is made appropriate to location and type of communication
24. Communications systems are used to communicate with passengers and crew as required, in accordance with operating procedures
25. Maintain operational status of communications equipment
26. Equipment is checked and maintained in working order in accordance with workplace procedures
27. Minor communications equipment faults are promptly identified, diagnosed, and repaired or reported in accordance with workplace procedures
28. Faulty communications equipment is reported and/or recorded in accordance with workplace procedures
29. Communications systems are used to communicate with passengers and crew, as required, in accordance with operating procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: applying relevant workplace procedures communicating effectively in different workplace situations and when using communications equipment contributing actively to achieving workplace outcomes identifying and using required communications technology in accordance with workplace procedures identifying job hazards and taking required action to minimise, control or eliminate identified hazards implementing contingency plans modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule operating, adapting to, and monitoring communications equipment and taking appropriate actions, as required, in accordance with operational procedures planning own communication style and identifying improvements reading and interpreting relevant instructions and procedures reporting and/or recording and/or rectifying identified problems, faults or malfunctions promptly in accordance with workplace procedures working systematically with required attention to detail without damage to equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: communications techniques including barriers to effective communication and how to overcome them features of various communications systems instructions, procedures, information and signs relevant to working with others as a team minor routine maintenance procedures for communications equipment pre-operational checks for communications systems and equipment procedures for promptly reporting and/or rectifying identified misunderstandings and problems, and appropriate ways of dealing with them in accordance with workplace procedures protocols and procedures for communicating with others using relevant communications technology relevant work health and safety (WHS)/occupational health and safety (OHS) responsibilities techniques for communicating effectively with customers with specific needs typical problems that may occur when using communications systems, and appropriate action and solutions.

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