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

BSBCMM402 Mapping and Delivery Guide
Implement effective communication strategies

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCMM402 - Implement effective communication strategies
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to select and use communication strategies required to respond to an enquiry.It applies to individuals who analyse information and then either respond personally or refer the enquiry to others.No licensing, legislative 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.
Prerequisites/co-requisites
Competency Field
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: Receive enquiry
  • Establish nature of enquiry
  • 1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations
  • Clearly outline legal and other limits of own responsibility to person making the enquiry
  • 1.4 Record person's details and issues
       
Element: Identify and apply appropriate communication techniques
  • Use communication strategies that reflect organisational standards and procedures
  • Use effective communication techniques during the enquiry
  • Ensure confidentiality of the enquiry is respected
       
Element: Determine action to be taken
  • Identify personal limitations in taking action and seek appropriate assistance from designated individuals
  • Respond in an appropriate manner
  • Involve other parties in action if appropriate
  • Manage expectations of person making enquiry
       
Element: Review outcomes of communication
  • Follow up with person making enquiry to ensure action was effected
  • Seek feedback about the communication strategies
  • Undertake appropriate record keeping and reporting
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Receive enquiry

1.1 Establish nature of enquiry

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry

1.4 Record person's details and issues

2 Identify and apply appropriate communication techniques

2.1 Use communication strategies that reflect organisational standards and procedures

2.2 Use effective communication techniques during the enquiry

2.3 Ensure confidentiality of the enquiry is respected

3 Determine action to be taken

3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals

3.2 Respond in an appropriate manner

3.3 Involve other parties in action if appropriate

3.4 Manage expectations of person making enquiry

4 Review outcomes of communication

4.1 Follow up with person making enquiry to ensure action was effected

4.2 Seek feedback about the communication strategies

4.3 Undertake appropriate record keeping and reporting

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Receive enquiry

1.1 Establish nature of enquiry

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry

1.4 Record person's details and issues

2 Identify and apply appropriate communication techniques

2.1 Use communication strategies that reflect organisational standards and procedures

2.2 Use effective communication techniques during the enquiry

2.3 Ensure confidentiality of the enquiry is respected

3 Determine action to be taken

3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals

3.2 Respond in an appropriate manner

3.3 Involve other parties in action if appropriate

3.4 Manage expectations of person making enquiry

4 Review outcomes of communication

4.1 Follow up with person making enquiry to ensure action was effected

4.2 Seek feedback about the communication strategies

4.3 Undertake appropriate record keeping and reporting

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
Establish nature of enquiry 
1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations 
Clearly outline legal and other limits of own responsibility to person making the enquiry 
1.4 Record person's details and issues 
Use communication strategies that reflect organisational standards and procedures 
Use effective communication techniques during the enquiry 
Ensure confidentiality of the enquiry is respected 
Identify personal limitations in taking action and seek appropriate assistance from designated individuals 
Respond in an appropriate manner 
Involve other parties in action if appropriate 
Manage expectations of person making enquiry 
Follow up with person making enquiry to ensure action was effected 
Seek feedback about the communication strategies 
Undertake appropriate record keeping and reporting 

Forms

Assessment Cover Sheet

BSBCMM402 - Implement effective communication strategies
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

BSBCMM402 - Implement effective communication strategies

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: