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

CSCORG002 Mapping and Delivery Guide
Communicate effectively

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CSCORG002 - Communicate effectively
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to exchange information for specific purposes, adapt communication to people and situations, work effectively with groups, communicate in writing and maintain security of information. This unit applies to those working in all general and specialist areas of correctional services. With customisation this unit may apply to those working in other work environments.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to communication and use of information and communication technology (ICT).Those undertaking this unit work as part of a coordinated team with moderate support in tasks with a limited number of familiar steps.No licensing, legislative or certification requirements apply to unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual communicating effectively as part of a coordinated team, including coping with difficulties, irregularities and changes to routine.

This unit has been identified by industry as suitable for holistic assessment with:

CSCORG001 Contribute to achieving the goals of the organisation

PSPOHS301A Contribute to workplace safety

Refer to advice in the CSC Assessment Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Organisational administration and management
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: Exchange information for specific purposes
  • Use communication techniques that achieve effective and purposeful exchange of information.
  • Use effective listening and speaking skills to confirm understanding.
  • Communicate information accurately in the time required and to all relevant people.
  • Provide constructive feedback where required.
  • Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
  • Include appropriate non-verbal techniques in communication and interaction.
       
Element: Adapt communication to people and situations
  • Identify the audience and adapt communication approaches to suit people and situations.
  • Consider possible language or literacy difficulties during communication with others.
  • Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
  • Seek support when difficulties communicating effectively arise.
  • Include cultural awareness, sensitivity and discretion in communication and interaction.
       
Element: Communicate effectively in the work group
  • Participate in meetings, briefings and group working sessions to maintain understanding and group support.
  • Identify any potential communication barriers between members of the work group.
  • Encourage positive involvement and contributions from all involved.
  • Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
  • Identify issues and problems and resolve them within the group.
  • Respond appropriately to instructions and feedback.
       
Element: Communicate in writing
  • Produce formal written material that meets the needs of the audience.
  • Write and/or enter information using communication systems.
       
Element: Maintain the security of information
  • Take appropriate precautions when communicating confidential or sensitive information.
  • Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
  • Maintain the security of records when handling and storing them.
  • Follow security breach procedure if the security of information is not being maintained or information is being misused.
       
Element: Exchange information for specific purposes
  • Use communication techniques that achieve effective and purposeful exchange of information.
  • Use effective listening and speaking skills to confirm understanding.
  • Communicate information accurately in the time required and to all relevant people.
  • Provide constructive feedback where required.
  • Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
  • Include appropriate non-verbal techniques in communication and interaction.
       
Element: Adapt communication to people and situations
  • Identify the audience and adapt communication approaches to suit people and situations.
  • Consider possible language or literacy difficulties during communication with others.
  • Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
  • Seek support when difficulties communicating effectively arise.
  • Include cultural awareness, sensitivity and discretion in communication and interaction.
       
Element: Communicate effectively in the work group
  • Participate in meetings, briefings and group working sessions to maintain understanding and group support.
  • Identify any potential communication barriers between members of the work group.
  • Encourage positive involvement and contributions from all involved.
  • Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
  • Identify issues and problems and resolve them within the group.
  • Respond appropriately to instructions and feedback.
       
Element: Communicate in writing
  • Produce formal written material that meets the needs of the audience.
  • Write and/or enter information using communication systems.
       
Element: Maintain the security of information
  • Take appropriate precautions when communicating confidential or sensitive information.
  • Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
  • Maintain the security of records when handling and storing them.
  • Follow security breach procedure if the security of information is not being maintained or information is being misused.
       


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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

1. Exchange information for specific purposes

1.1 Use communication techniques that achieve effective and purposeful exchange of information.

1.2 Use effective listening and speaking skills to confirm understanding.

1.3 Communicate information accurately in the time required and to all relevant people.

1.4 Provide constructive feedback where required.

1.5 Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

1.6 Include appropriate non-verbal techniques in communication and interaction.

2. Adapt communication to people and situations

2.1 Identify the audience and adapt communication approaches to suit people and situations.

2.2 Consider possible language or literacy difficulties during communication with others.

2.3 Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

2.4 Seek support when difficulties communicating effectively arise.

2.5 Include cultural awareness, sensitivity and discretion in communication and interaction.

3. Communicate effectively in the work group

3.1 Participate in meetings, briefings and group working sessions to maintain understanding and group support.

3.2 Identify any potential communication barriers between members of the work group.

3.3 Encourage positive involvement and contributions from all involved.

3.4 Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

3.5 Identify issues and problems and resolve them within the group.

3.6 Respond appropriately to instructions and feedback.

4. Communicate in writing

4.1 Produce formal written material that meets the needs of the audience.

4.2 Write and/or enter information using communication systems.

5. Maintain the security of information

5.1 Take appropriate precautions when communicating confidential or sensitive information.

5.2 Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

5.3 Maintain the security of records when handling and storing them.

5.4 Follow security breach procedure if the security of information is not being maintained or information is being misused.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

applying the following communication techniques to workplace situations:

active listening

using pauses

using clear, concise and courteous language

questioning to confirm understanding and elicit information

selecting timing of interactions

selecting environments conducive to effective communication

using communication strategies to resolve issues and problems

completing accurate written workplace documentation

presenting written material in the required format

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation’s code of conduct, policies and procedures related to communication and interaction in the workplace

organisation’s policies and procedures related to security of information

discriminative language

process for referring information security breaches

technical and professional language used in the work environment

barriers to effective communication

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

1. Exchange information for specific purposes

1.1 Use communication techniques that achieve effective and purposeful exchange of information.

1.2 Use effective listening and speaking skills to confirm understanding.

1.3 Communicate information accurately in the time required and to all relevant people.

1.4 Provide constructive feedback where required.

1.5 Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

1.6 Include appropriate non-verbal techniques in communication and interaction.

2. Adapt communication to people and situations

2.1 Identify the audience and adapt communication approaches to suit people and situations.

2.2 Consider possible language or literacy difficulties during communication with others.

2.3 Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

2.4 Seek support when difficulties communicating effectively arise.

2.5 Include cultural awareness, sensitivity and discretion in communication and interaction.

3. Communicate effectively in the work group

3.1 Participate in meetings, briefings and group working sessions to maintain understanding and group support.

3.2 Identify any potential communication barriers between members of the work group.

3.3 Encourage positive involvement and contributions from all involved.

3.4 Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

3.5 Identify issues and problems and resolve them within the group.

3.6 Respond appropriately to instructions and feedback.

4. Communicate in writing

4.1 Produce formal written material that meets the needs of the audience.

4.2 Write and/or enter information using communication systems.

5. Maintain the security of information

5.1 Take appropriate precautions when communicating confidential or sensitive information.

5.2 Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

5.3 Maintain the security of records when handling and storing them.

5.4 Follow security breach procedure if the security of information is not being maintained or information is being misused.

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
Use communication techniques that achieve effective and purposeful exchange of information. 
Use effective listening and speaking skills to confirm understanding. 
Communicate information accurately in the time required and to all relevant people. 
Provide constructive feedback where required. 
Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references. 
Include appropriate non-verbal techniques in communication and interaction. 
Identify the audience and adapt communication approaches to suit people and situations. 
Consider possible language or literacy difficulties during communication with others. 
Consider possible cultural differences or personal values when problems or misunderstandings occur during communication. 
Seek support when difficulties communicating effectively arise. 
Include cultural awareness, sensitivity and discretion in communication and interaction. 
Participate in meetings, briefings and group working sessions to maintain understanding and group support. 
Identify any potential communication barriers between members of the work group. 
Encourage positive involvement and contributions from all involved. 
Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on. 
Identify issues and problems and resolve them within the group. 
Respond appropriately to instructions and feedback. 
Produce formal written material that meets the needs of the audience. 
Write and/or enter information using communication systems. 
Take appropriate precautions when communicating confidential or sensitive information. 
Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained. 
Maintain the security of records when handling and storing them. 
Follow security breach procedure if the security of information is not being maintained or information is being misused. 
Use communication techniques that achieve effective and purposeful exchange of information. 
Use effective listening and speaking skills to confirm understanding. 
Communicate information accurately in the time required and to all relevant people. 
Provide constructive feedback where required. 
Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references. 
Include appropriate non-verbal techniques in communication and interaction. 
Identify the audience and adapt communication approaches to suit people and situations. 
Consider possible language or literacy difficulties during communication with others. 
Consider possible cultural differences or personal values when problems or misunderstandings occur during communication. 
Seek support when difficulties communicating effectively arise. 
Include cultural awareness, sensitivity and discretion in communication and interaction. 
Participate in meetings, briefings and group working sessions to maintain understanding and group support. 
Identify any potential communication barriers between members of the work group. 
Encourage positive involvement and contributions from all involved. 
Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on. 
Identify issues and problems and resolve them within the group. 
Respond appropriately to instructions and feedback. 
Produce formal written material that meets the needs of the audience. 
Write and/or enter information using communication systems. 
Take appropriate precautions when communicating confidential or sensitive information. 
Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained. 
Maintain the security of records when handling and storing them. 
Follow security breach procedure if the security of information is not being maintained or information is being misused. 

Forms

Assessment Cover Sheet

CSCORG002 - Communicate effectively
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

CSCORG002 - Communicate effectively

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: