Qualifications at this level cover the use of communication techniques for interacting with internal and, to a limited extent, external clients and following instructions on the basis of communication and the methods used. This requires the following performance outcomes:
Handle routine enquiries, including following and relaying routine instructions and engaging in workplace discussions, speaking, listening and reading non-verbal cues, reading, writing and visual literacy are intrinsic to the workplace communication.
Use communication styles that take account of workplace diversity and reflect the principles of emotional intelligence.
Access, identify and use information including using scanning techniques to locate main ideas, reading written materials such as manuals and codes of practice, recording details in accordance with organisational etiquette and standards
Use interpersonal communication including negotiating strategies to clarify understanding including clarifying information in order to confirm understanding, using effective listening and speaking skills including confirming understanding, applying understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace, engaging in workplace discussions, eliciting and giving factual information, listening for relevant information from oral discussions, exchanging information, exploring issues and solving routine problems.
Store records in accordance with organisational policy and procedures for recordkeeping and information security including collecting data to assist in evaluating client needs and services, recording verbal enquiries and resulting action.
Use established communication channels including using communication technology such as telephones, computers with audio, message bank, answering machines, email, short message service, pagers.
Respond to diversity, including gender and disability including observing and reading non-verbal cues especially those relating to culture, ethnicity, emotional state.