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

CSCORG202A Mapping and Delivery Guide
Communicate effectively

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency CSCORG202A - Communicate effectively
Description This unit of competency describes the outcomes required to carry out a range of communication functions to enable effective transfer of information within the organisation. It includes exchanging information for specific purposes, adapting communication to people and situations, communicating in work groups, written communication and maintaining the security of information.The unit is about communicating effectively with people - non-verbally, orally, in writing and using electronic and/or telecommunication systems. This is an essential aspect of all jobs in government and community safety sectors.This unit replaces and is equivalent to CSCORG002A Communicate effectively.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit applies to candidates with both general and specialist competencies from a range of occupational areas. For this reason the unit may be customised, particularly in the assessment of knowledge based on different organisational, sector and locational requirements.In practice, workplace communication overlaps with other generalist or specialist work activities such as delivering client services, handling information, preparing reports, using resources, using technology, etc.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable Not applicable
Competency Field Not applicable
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 and factually, in the time required and to all relevant people.
  • Provide constructive feedback where required.
  • Identify and correct contradictions, ambiguity, uncertainty or misunderstandings with a range of sources and references.
  • Include appropriate non-verbal techniques in communication and interaction.
       
Element: Adapt communication to people and situations.
  • Identify your 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 you are having difficulty communicating effectively.
  • 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 you and the people in your 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.
  • Negotiate issues and problems and resolve them within the group.
  • Respond appropriately to instructions and feedback.
       
Element: Communicate in writing.
  • Communicate in a written manner that is consistent with relevant legislation, policies and procedures.
  • Produce written material that takes account of expectations, requirements and the needs of different audiences.
  • Produce written material that is clear, accurate and contains the degree of detail required by the recipient.
  • Write and/or enter information into computer-based communication systems.
       
Element: Maintain the security of information.
  • Act in accordance with legislation, policies and procedures related to 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.
  • Alert the appropriate person when you think 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.

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

Overview of assessment

This unit contains a wide range of applications to reflect the diverse nature of communications and interactions required in correctional services. Selection from the range statement will be justified in terms of work site requirements, work roles and responsibilities, and occupational specialisations.

Evidence for assessment must be gathered over a significant period of time and in conjunction with evidence gathered for all other units that have a component of communication within the workplace. This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given.

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

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to communicate effectively in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment

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

copies of legislation, policies, procedures and guidelines relating to communicating effectively and professionally within the organisation

access to appropriate learning and assessment support when required.

Method of assessment

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.


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.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

applying appropriate communication techniques to workplace situations

accessing, reading and interpreting documents, including regulatory requirements and workplace policies and procedures

adapting communication methods to suit multilingual persons or persons with limited ability to speak or understand English

communicating with people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

modifying communication so that the differences between you and the people you are communicating with are minimised

using communication strategies to resolve problems and conflict

clearly establishing expectations and boundaries in workplace relationships

willingness to adapt to changes and new circumstances with flexibility and openness to the ideas of others

completing accurate and timely workplace documentation, reports, forms, logs or diaries

presenting written material in the range of media used in the workplace, including information technology systems with an awareness of environmental and sustainable practices

handling and storing information securely and safely.

Required knowledge:

basic communication techniques, including barriers to effective communication

principles of effective listening, questioning and interactive communication

protocols and procedures for communicating with others

relevant cultural practices within the organisation and community

identification of discriminative language

organisation's code of conduct and policies concerning communication and personal interaction in the workplace

organisation's policy and procedures related to communication, reporting protocols and procedures and security of information

technical and professional language used in the government and community safety sectors

personal values, own and others, that have an impact on effective communication.

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 in the performance criteria is detailed below. Add any 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.

Communication techniques will include:

active listening

giving constructive feedback

two-way interactions for different contexts

using timing and management of interaction and silence

using deliberate non-verbal actions and reactions

reflection and summarising for agreement

deliberate selection of language from a range of options

examples of using cultural awareness and sensitivity

flexibility and adaptation of techniques for specific purposes

timing of interactions

selecting environments conducive to effective communication

participating in formal and informal team meetings

participating in routine and special meetings.

Range of different communication approaches will include:

with individuals and with groups

with known and unknown audiences, which may include:

colleagues

managers

senior officials with different levels of authority and status

clients with specified needs

people with disabilities

people from culturally and linguistically diverse backgrounds

offenders and detainees

Aboriginal and Torres Strait Islander people

residents within a community

members of the public

other professionals

in routine and predictable circumstances, including responding to conflict and uncooperative behaviour.

Communication barriers can include:

cultural

degree of confusion

first or preferred language

level of familiarity with subject of communication or context in which it is taking place

level of knowledge and skills

environmental (e.g. noise or lack of privacy)

health and wellbeing of individuals involved

social difficulties (e.g. violent and abusive situations).

Written material will include evidence of:

informal reports and documents for internal use

electronic files using the information technology required by the work site

correcting and updating information

complying with the organisation's procedures for the storage, security and confidentiality of information.

Legislation, policies and procedures may relate to:

confidentiality

authorised access to or use of information

freedom of information

protection of privacy

data protection and the storage and security of information

use of information technology and other electronic or telecommunication systems.

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 and factually, in the time required and to all relevant people. 
Provide constructive feedback where required. 
Identify and correct contradictions, ambiguity, uncertainty or misunderstandings with a range of sources and references. 
Include appropriate non-verbal techniques in communication and interaction. 
Identify your 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 you are having difficulty communicating effectively. 
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 you and the people in your 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. 
Negotiate issues and problems and resolve them within the group. 
Respond appropriately to instructions and feedback. 
Communicate in a written manner that is consistent with relevant legislation, policies and procedures. 
Produce written material that takes account of expectations, requirements and the needs of different audiences. 
Produce written material that is clear, accurate and contains the degree of detail required by the recipient. 
Write and/or enter information into computer-based communication systems. 
Act in accordance with legislation, policies and procedures related to 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. 
Alert the appropriate person when you think the security of information is not being maintained or information is being misused. 

Forms

Assessment Cover Sheet

CSCORG202A - 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

CSCORG202A - 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: