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

BSBCMM402A Mapping and Delivery Guide
Implement effective communication strategies

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCMM402A - Implement effective communication strategies
Description This unit describes the performance outcomes, skills and knowledge required to select and use communication strategies appropriate to a defined job role.A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to individuals who use a range of communication strategies in carrying out their work.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Communication - interpersonal communication
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
  • 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
  • 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.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

conduct work according to accepted codes of conduct

convey appropriate options to person making enquiry according to organisation's policies and procedures

exercise judgement and tact in decisions as to when enquiries should be transferred to a more experienced person

select appropriate communication techniques with regard to culturally and linguistically diverse clients.

Context of and specific resources for assessment

Assessment must ensure access to:

an actual workplace or simulated environment

workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms

appropriate technology, such as computers with relevant software and communication mediums

appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

analysis of responses to case studies and scenarios

demonstration of communication techniques

direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate

observation of performance in role plays

review of documentation recording details of person making enquiry, and issues

evaluation of needs and expectations of person making enquiry and discussion of appropriate responses

oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBRES404A Research legal information using primary sources.

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.

Required skills

communication skills to:

listen to and interpret enquiries

provide clear and specific information

computer skills to:

access information from a range of online sources

keep records

provide reports in required format

literacy skills to document and record details of enquiries

research skills to:

locate necessary information from internal and external sources

identify and evaluate status of information sought

interpersonal skills to:

handle and tactfully screen enquiries of a sensitive nature

interact with a range of culturally and linguistically diverse clients

problem-solving skills to assess enquiries and to allocate them to appropriate sources for further information

Required knowledge

legislation, regulations and standards relevant to job role

organisation's policies and procedures required for the full range of tasks associated with role and responsibilities

accepted codes of practice relevant to the workplace, including those relating to:

privacy and confidentiality

use of company property

duty of care

ethical behaviour

non-discriminatory practice

conflict of interest

compliance with reasonable direction

extent of legal professional privilege

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Enquiry may be specific or general and may include:

complaint

liaison

seeking a meeting

seeking information

seeking referral.

Person making enquiry may include:

client or customer

general public

government representative

internal employee

representative of another organisation

supplier.

Organisation's standards and procedures may include:

code of conduct with respect to security, confidentiality and privacy

compliance framework

documenting activities planned and undertaken

procedures relating to:

booking rooms and resources

time recording

protocols relating to:

accommodating specific client needs, e.g. case manager, social worker or parole officer

telephone responses.

Needs and expectations may include:

fair and equitable treatment

follow-up action

sensitivity to physical, cultural, ethnic, language and literacy requirements

specificity and accuracy of information.

Legal and other limits may include:

extent of legal and professional privilege

industry and professional regulations

legislative and professional codes of conduct

organisational practices.

Communication strategies may include:

discuss options

draft an email, formal letter or other written response

make a telephone call

organise a meeting

send a fax

use text messaging or other mobile telephone communication

use web-based communication and networking strategies.

Communication techniques may include:

accommodating communication difficulties experienced by person making enquiry, such as language or literacy

actively listening

clarifying request or problem by summarising and repeating to ensure that information gathered is accurate

controlling tone of voice and body language

demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry

using correct grammar and language.

Designated individuals may include:

colleague

regulatory or government personnel

supervisor

teacher or trainer.

Appropriate manner may include:

contacting another organisation

documenting and filing communication according to organisation's procedures

not pursuing the matter

notifying relevant department of enquiry

organising a meeting

promptly contacting person making enquiry where appropriate

providing a written response

recording contact on database

referring person making enquiry to:

appropriate government department

community legal centre

law firm

supervisor or appropriate authority within the firm

relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry

telephoning person making enquiry after researching the appropriate information.

Other parties may include:

barristers

clients

clients' representatives

government representatives

interpreters

lawyers for opposing party

legal aid

medical and legal consultants

police

regulatory bodies.

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 
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 
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

BSBCMM402A - 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

BSBCMM402A - 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: