Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AURAFA003 Mapping and Delivery Guide
Communicate effectively in an automotive workplace

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AURAFA003 - Communicate effectively in an automotive workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to communicate in an automotive workplace. It involves communicating effectively by conveying and receiving information using verbal and non-verbal techniques and correct automotive technical terminology.It applies to those working in the automotive service and repair industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessors must satisfy NVR/AQTF assessor requirements.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessment must include direct observation of tasks.

Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to having communicated effectively in the automotive workplace, e.g. emails, text messages, or written documentation of conversations.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following resources must be made available:

automotive workplace or simulated workplace

supervisor, colleagues and customers with whom to communicate in verbal and written exchanges

workplace communication devices, including a telephone system and computer.
Prerequisites/co-requisites
Competency Field Common
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare to communicate
  • Purpose of communication is established and relevant information is identified
  • Non-verbal information is examined and interpreted, as required
  • Suitable communication method is chosen to suit audience and purpose
  • Relevant information is prepared and prioritised in a logical manner
       
Element: Participate in routine verbal communication
  • Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose
  • Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions
  • Verbal exchanges with others are conducted in a courteous and professional manner
  • Active listening and questioning techniques are used to clarify and confirm understanding
  • Own opinions are clearly expressed and those of others are listened to without interruption
       
Element: Carry out routine written and non-verbal communication
  • Accurate and factual information is conveyed clearly in written and other non-verbal communication
  • Non-verbal techniques appropriate to the situation are used effectively in interactions with others
  • Intended meaning is clarified with recipients as required
       
Element: Operate workplace communication system
  • Workplace communication device appropriate for the task is selected according to workplace procedures
  • Key functions of workplace communication system are used according to equipment specifications and workplace procedures
       
Element: Contribute to workplace communication
  • Requests for information from colleagues are responded to in a timely manner
  • Contributions are made to work group activities and meetings
  • Clarification is sought from supervisor or colleagues relating to instructions or information as required
  • Feedback from supervisor or colleagues is sought and incorporated into own communication
       
Element: Prepare to communicate
  • Purpose of communication is established and relevant information is identified
  • Non-verbal information is examined and interpreted, as required
  • Suitable communication method is chosen to suit audience and purpose
  • Relevant information is prepared and prioritised in a logical manner
       
Element: Participate in routine verbal communication
  • Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose
  • Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions
  • Verbal exchanges with others are conducted in a courteous and professional manner
  • Active listening and questioning techniques are used to clarify and confirm understanding
  • Own opinions are clearly expressed and those of others are listened to without interruption
       
Element: Carry out routine written and non-verbal communication
  • Accurate and factual information is conveyed clearly in written and other non-verbal communication
  • Non-verbal techniques appropriate to the situation are used effectively in interactions with others
  • Intended meaning is clarified with recipients as required
       
Element: Operate workplace communication system
  • Workplace communication device appropriate for the task is selected according to workplace procedures
  • Key functions of workplace communication system are used according to equipment specifications and workplace procedures
       
Element: Contribute to workplace communication
  • Requests for information from colleagues are responded to in a timely manner
  • Contributions are made to work group activities and meetings
  • Clarification is sought from supervisor or colleagues relating to instructions or information as required
  • Feedback from supervisor or colleagues is sought and incorporated into own communication
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Prepare to communicate

1.1 Purpose of communication is established and relevant information is identified

1.2 Non-verbal information is examined and interpreted, as required

1.3 Suitable communication method is chosen to suit audience and purpose

1.4 Relevant information is prepared and prioritised in a logical manner

2. Participate in routine verbal communication

2.1 Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose

2.2 Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions

2.3 Verbal exchanges with others are conducted in a courteous and professional manner

2.4 Active listening and questioning techniques are used to clarify and confirm understanding

2.5 Own opinions are clearly expressed and those of others are listened to without interruption

3. Carry out routine written and non-verbal communication

3.1 Accurate and factual information is conveyed clearly in written and other non-verbal communication

3.2 Non-verbal techniques appropriate to the situation are used effectively in interactions with others

3.3 Intended meaning is clarified with recipients as required

4. Operate workplace communication system

4.1 Workplace communication device appropriate for the task is selected according to workplace procedures

4.2 Key functions of workplace communication system are used according to equipment specifications and workplace procedures

5. Contribute to workplace communication

5.1 Requests for information from colleagues are responded to in a timely manner

5.2 Contributions are made to work group activities and meetings

5.3 Clarification is sought from supervisor or colleagues relating to instructions or information as required

5.4 Feedback from supervisor or colleagues is sought and incorporated into own communication

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:

complete three of the following communication tasks in an automotive workplace:

exchange verbal information regarding work task with colleague

exchange verbal information regarding work task with supervisor

request verbal clarification of work task from supervisor

request information from external customer using the telephone

request information from external customer using email.

Individuals must be able to demonstrate knowledge of:

common automotive technical terms and their application to an automotive workplace

active listening and questioning techniques

verbal communication techniques, including:

one-on-one

group and team interactions

collaborative and inclusive techniques for interacting with others, including techniques appropriate to differing ages, cultural backgrounds and special needs

workplace forms and documents in electronic and hard copy, including:

workplace instructions or work orders

manufacturer service, repair and equipment manuals

types of non-verbal communication techniques, including:

visual gestures and sign language

body language

signage

electronic and mechanical signals

workplace procedures and requirements relating to:

workplace document style, format and layout

use of communication systems, including email, telephone, intercom and social media

reporting

types of communication devices in automotive workplaces

operating features of communication devices, including:

computers and tablets with email and social media software

intercoms and two-way radios

telephone systems, including mobile phones.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Prepare to communicate

1.1 Purpose of communication is established and relevant information is identified

1.2 Non-verbal information is examined and interpreted, as required

1.3 Suitable communication method is chosen to suit audience and purpose

1.4 Relevant information is prepared and prioritised in a logical manner

2. Participate in routine verbal communication

2.1 Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose

2.2 Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions

2.3 Verbal exchanges with others are conducted in a courteous and professional manner

2.4 Active listening and questioning techniques are used to clarify and confirm understanding

2.5 Own opinions are clearly expressed and those of others are listened to without interruption

3. Carry out routine written and non-verbal communication

3.1 Accurate and factual information is conveyed clearly in written and other non-verbal communication

3.2 Non-verbal techniques appropriate to the situation are used effectively in interactions with others

3.3 Intended meaning is clarified with recipients as required

4. Operate workplace communication system

4.1 Workplace communication device appropriate for the task is selected according to workplace procedures

4.2 Key functions of workplace communication system are used according to equipment specifications and workplace procedures

5. Contribute to workplace communication

5.1 Requests for information from colleagues are responded to in a timely manner

5.2 Contributions are made to work group activities and meetings

5.3 Clarification is sought from supervisor or colleagues relating to instructions or information as required

5.4 Feedback from supervisor or colleagues is sought and incorporated into own communication

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Professional manner must be:

consistent with workplace communication protocols

appropriate to age, cultural diversity and special needs.

Communication system must include:

communication devices, including:

telephones

computers.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Purpose of communication is established and relevant information is identified 
Non-verbal information is examined and interpreted, as required 
Suitable communication method is chosen to suit audience and purpose 
Relevant information is prepared and prioritised in a logical manner 
Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose 
Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions 
Verbal exchanges with others are conducted in a courteous and professional manner 
Active listening and questioning techniques are used to clarify and confirm understanding 
Own opinions are clearly expressed and those of others are listened to without interruption 
Accurate and factual information is conveyed clearly in written and other non-verbal communication 
Non-verbal techniques appropriate to the situation are used effectively in interactions with others 
Intended meaning is clarified with recipients as required 
Workplace communication device appropriate for the task is selected according to workplace procedures 
Key functions of workplace communication system are used according to equipment specifications and workplace procedures 
Requests for information from colleagues are responded to in a timely manner 
Contributions are made to work group activities and meetings 
Clarification is sought from supervisor or colleagues relating to instructions or information as required 
Feedback from supervisor or colleagues is sought and incorporated into own communication 
Purpose of communication is established and relevant information is identified 
Non-verbal information is examined and interpreted, as required 
Suitable communication method is chosen to suit audience and purpose 
Relevant information is prepared and prioritised in a logical manner 
Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose 
Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions 
Verbal exchanges with others are conducted in a courteous and professional manner 
Active listening and questioning techniques are used to clarify and confirm understanding 
Own opinions are clearly expressed and those of others are listened to without interruption 
Accurate and factual information is conveyed clearly in written and other non-verbal communication 
Non-verbal techniques appropriate to the situation are used effectively in interactions with others 
Intended meaning is clarified with recipients as required 
Workplace communication device appropriate for the task is selected according to workplace procedures 
Key functions of workplace communication system are used according to equipment specifications and workplace procedures 
Requests for information from colleagues are responded to in a timely manner 
Contributions are made to work group activities and meetings 
Clarification is sought from supervisor or colleagues relating to instructions or information as required 
Feedback from supervisor or colleagues is sought and incorporated into own communication 

Forms

Assessment Cover Sheet

AURAFA003 - Communicate effectively in an automotive workplace
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AURAFA003 - Communicate effectively in an automotive workplace

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: