Qualifications at this level cover the competencies of using an extensive range of workplace communication strategies for interacting confidently with internal and external clients. This requires the following performance outcomes:
Respond to enquiries, receive and give directions, participate in meetings and make presentations in the workgroup, including speaking, listening and reading non-verbal cues, and using reading, writing and visual literacy.
Interpret and compose a range of workplace documents from a number of sources. This includes interpreting written information for workplace purposes and preparing written materials.
Prepare verbal and written advice and reports containing information which is impartial, substantiated, accurate and complete and includes reflection, discussion, seeking clarification from others and tailoring communication to suit different and diverse audiences.
Use communication language/style to take account of the task requirements and diversity of workgroup members including communicating with diverse audiences using conflict resolution, coaching, negotiation, self-assessment.
Use formal and informal organisational communication channels including processing and acting on internal stakeholder input and feedback, using principles of interpersonal, group, system and organisational communication.
Maintain records in a manner that is accurate, up-to-date and in a format acceptable to the organisation
identifying areas of agreement
non-verbal as well as verbal communication
culturally appropriate strategies, language and non-verbal cues
a variety of words and language structures to explain sometimes complex ideas to different audiences
strategies to overcome barriers to communication.