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

ICAD2003B Mapping and Delivery Guide
Receive and process oral and written communication

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICAD2003B - Receive and process oral and written communication
Description This unit defines the competency required to receive, clarify and document client information and refer for action.There may be benefit in concurrent learning with the following units:ICAW2001B Work effectively in an IT environmentICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsThe following units are linked and form an appropriate cluster:ICAW2001B Work effectively in an IT environmentICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application
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 and process oral communication from clients
  • Demonstrate the accommodation of culturaldifferences in communication
  • Receive and clarify oral messages in a courteous manner
  • Log a written message according to organisationalguidelines
  • Send the message to the required person using an appropriate method
       
Element: Receive and process written communication
  • Receive and process written communication, from clients
  • Demonstrate the use of equipment to manage messages
       
Element: Respond to incoming telephone calls
  • Answer telephone calls promptly according to the organisational requirements
  • Determine and confirm the callers' requests and next actions
  • Record messages according to the organisationalguidelines
  • Maintain records of documentation and reports associated with incoming calls
       
Element: Make telephone calls
  • Look up client details for the correct telephone number
  • Call the client using the appropriate greeting
  • Deliver the message to the client and finalise the telephone call appropriately
       


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 following is essential:

Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements; clarify and document client information and refer to correct area of responsibility for action.

To demonstrate competency in this unit the person will require access to:

Personal computer

Incoming and outgoing telephone facilities

Email and word processing facilities

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

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

ICAW2001B Work effectively in an IT environment

ICAW2002B Communicate in the workplace

ICAW2011B Work individually or in a team to achieve organisational goals

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services


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

Basic customer service in relation to obtaining information

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Low-level decision making skills

Ability to convey meaning clearly, concisely and coherently

Literacy skills in regard to basic workplace documentation

Use of various recording and reporting media

Plain English literacy and communication skills in relation to dealing with clients and colleagues

Telephone answering skills

Computer use and email receipt and response skills

Required knowledge

Basic knowledge of acceptable work practices and working environment

Basic office procedures

Basic understanding of organisational systems

Organisational guidelines on communications, response times and protocols

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.

Organisational guidelines may include but are not limited to:

guidelines that include telephone documentation procedures

written documentation procedures

organisation manuals

policy on client liaison

Culturaldifferences may include but are not limited to:

the way people interact with each other

content, style and design of emails

business documents

Organisational requirements may include but are not limited to:

personal use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk

dispute resolution

document procedures and templates

communication methods

response times

financial control mechanisms

Written communication

Written communication may include but is not limited to letters, email, memos

Equipment may include but is not limited to:

workstations

personal computers

modems and other connectivity devices

printers

DSL modems

hard drives

monitors

switches

hubs

personal digital assistant (PDA)

other peripheral devices

Client may include but is not limited to:

internal departments

external organisations

individual people and including colleagues

internal employees

Documentationand reports

May include audit trails, naming standards, version control, project management templates and report writing styles will vary according to organisational approach. Information gathering processes may have associated templates

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
Demonstrate the accommodation of culturaldifferences in communication 
Receive and clarify oral messages in a courteous manner 
Log a written message according to organisationalguidelines 
Send the message to the required person using an appropriate method 
Receive and process written communication, from clients 
Demonstrate the use of equipment to manage messages 
Answer telephone calls promptly according to the organisational requirements 
Determine and confirm the callers' requests and next actions 
Record messages according to the organisationalguidelines 
Maintain records of documentation and reports associated with incoming calls 
Look up client details for the correct telephone number 
Call the client using the appropriate greeting 
Deliver the message to the client and finalise the telephone call appropriately 

Forms

Assessment Cover Sheet

ICAD2003B - Receive and process oral and written communication
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

ICAD2003B - Receive and process oral and written communication

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: