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

MSL913001 Mapping and Delivery Guide
Communicate with other people

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSL913001 - Communicate with other people
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers the ability to receive and pass on written and oral messages, provide relevant information in response to requests within timelines and demonstrate effective interpersonal skills.This unit of competency is applicable to laboratory assistants and instrument operators working in all industry sectors.While no specific licensing or certification requirements apply to this unit at the time of publication, laboratory operations are governed by relevant legislation, regulations and/or external accreditation requirements. Local requirements should be checked.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Judgement of competence must be based on holistic assessment of the evidence. Assessment methods must confirm consistency of performance over time, rather than a single assessment event.

This unit of competency is to be assessed in the workplace, or a simulated workplace environment. A simulated workplace environment must reflect realistic operational workplace conditions that cover all aspects of workplace performance, including the environment, task skills, task management skills, contingency management skills and job role environment skills.

Foundation skills are integral to competent performance of the unit and should not be assessed separately.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Knowledge evidence may be collected concurrently with performance evidence or through an independent process, such as workbooks, written assessments or interviews (provided a record is kept in each case).

This unit of competency may be assessed with:

MSL933002 Contribute to the achievement of quality objectives

Holistic assessment methods include:

review of messages and workplace documentation prepared by the candidate

performance feedback from peers, customers and supervisors

observation of the candidate's performance of a wide range of technical and administrative tasks

questioning to assess understanding of workplace procedures.

Access is required to instruments, equipment, materials, workplace documentation, procedures and specifications associated with this unit, including, but not limited to:

workplace procedures and documents

communication equipment, including telephone, online and hard copy directories, email, intranet and internet.

Assessors must satisfy the assessor competency requirements that are in place at the time of the assessment as set by the VET regulator.

The assessor must demonstrate both technical competence and currency.

Technical competence can be demonstrated through:

relevant VET or other qualification/Statement of Attainment AND/OR

relevant workplace experience.

Currency can be demonstrated through:

performing the competency being assessed as part of current employment OR

having consulted with a laboratory about performing the competency being assessed within the last twelve months.
Prerequisites/co-requisites
Competency Field Communication/organisation
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 act upon instructions
  • Listen attentively to instructions and respond appropriately
  • Clarify instructions to ensure a complete understanding of the task
       
Element: Receive and convey messages
  • Receive verbal and written messages and respond appropriately
  • Record and convey information so that messages are understood
       
Element: Demonstrate appropriate interpersonal skills
  • Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements
  • Demonstrate effective interpersonal skills during everyday interactions
       
Element: Provide appropriate information
  • Deal with inquiries in accordance with workplace customer service requirements
  • Establish details of inquiry by questioning and summarising
  • Access and provide relevant information that meets own authorisation and confidentiality requirements
  • Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility
  • Complete all workplace documents legibly and accurately in accordance with workplace procedures
       


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 describe the essential outcomes.

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

1

Receive and act upon instructions

1.1

Listen attentively to instructions and respond appropriately

1.2

Clarify instructions to ensure a complete understanding of the task

2

Receive and convey messages

2.1

Receive verbal and written messages and respond appropriately

2.2

Record and convey information so that messages are understood

3

Demonstrate appropriate interpersonal skills

3.1

Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements

3.2

Demonstrate effective interpersonal skills during everyday interactions

4

Provide appropriate information

4.1

Deal with inquiries in accordance with workplace customer service requirements

4.2

Establish details of inquiry by questioning and summarising

4.3

Access and provide relevant information that meets own authorisation and confidentiality requirements

4.4

Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility

4.5

Complete all workplace documents legibly and accurately in accordance with workplace procedures

Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:

using available communication equipment effectively, including, but not limited to, telephone, online and hard copy directories, email, intranet and internet

responding to calls and messages and receiving and passing on written and oral messages within accepted workplace timelines

listening attentively and clarifying messages and instructions to confirm their meaning

locating relevant sources of information

providing accurate and timely information using appropriate terminology

completing workplace documents legibly and accurately

communicating effectively with people from different organisational levels and diverse cultural backgrounds

promoting cooperation through effective personal interactions.

Must provide evidence that demonstrates knowledge of:

communication protocols, workplace customer service standards and procedures

principles of effective interpersonal interactions

colloquial, scientific and technical terminology appropriate to the level expected in the workplace for the job role

standard operating procedures (SOPs) for routine technical tasks undertaken by candidate

work health and safety (WHS) and environment requirements

equal opportunity, anti-discrimination and anti-harassment requirements

workplace organisational structure, products, services and major customers

layout of workplace and laboratory, and role of laboratory 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.

Elements describe the essential outcomes.

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

1

Receive and act upon instructions

1.1

Listen attentively to instructions and respond appropriately

1.2

Clarify instructions to ensure a complete understanding of the task

2

Receive and convey messages

2.1

Receive verbal and written messages and respond appropriately

2.2

Record and convey information so that messages are understood

3

Demonstrate appropriate interpersonal skills

3.1

Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements

3.2

Demonstrate effective interpersonal skills during everyday interactions

4

Provide appropriate information

4.1

Deal with inquiries in accordance with workplace customer service requirements

4.2

Establish details of inquiry by questioning and summarising

4.3

Access and provide relevant information that meets own authorisation and confidentiality requirements

4.4

Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility

4.5

Complete all workplace documents legibly and accurately in accordance with workplace procedures

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Standards, codes, procedures and/or workplace requirements

Standards, codes, procedures and/or workplace requirements include the latest version of one or more of:

Australian and international standards and codes relevant to the laboratory’s operations, scope of testing and covering safety in laboratories, and quality and environmental management

national work health and safety (WHS) standards and codes of practice

standard operating procedures (SOPs), laboratory methods, and hazard analysis and critical control points (HACCP) procedures

workplace documents, such as job descriptions, job (batch) cards, pick lists, time sheets and logbooks, induction manuals, shift handover reports and material safety data sheets (MSDS)

workplace schedules for (daily) production, laboratory services, calibration and maintenance

equipment manuals and service logs, and supplier catalogues

quality manuals, product specifications and (non-)compliance reports

customer service and telephone protocols

Information

Information includes one or more of:

common scientific and technical terminology

symbols, charts, signs, written text, tables, graphs and calculations

information directories for staff access (personnel and telephone), online databases and CD-ROMs, and online information systems

Communication

Communication includes interactions with one or more of:

managers, supervisors and other laboratory and production personnel

members of the public, customers and clients

Items of equipment

Items of equipment include one or more of:

telephone, two-way radio, PA system and computer (for email, internet)

direct display readouts

Interpersonal communication

Interpersonal communication includes:

active listening and effective questioning

involving others, tolerating the view of others, attempting to reduce conflict and to negotiate suitable outcomes

WHS and environmental management requirements

WHS and environmental management requirements include:

· complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time

· applying standard precautions relating to the potentially hazardous nature of samples

accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant

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
Listen attentively to instructions and respond appropriately 
Clarify instructions to ensure a complete understanding of the task 
Receive verbal and written messages and respond appropriately 
Record and convey information so that messages are understood 
Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements 
Demonstrate effective interpersonal skills during everyday interactions 
Deal with inquiries in accordance with workplace customer service requirements 
Establish details of inquiry by questioning and summarising 
Access and provide relevant information that meets own authorisation and confidentiality requirements 
Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility 
Complete all workplace documents legibly and accurately in accordance with workplace procedures 

Forms

Assessment Cover Sheet

MSL913001 - Communicate with other people
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

MSL913001 - Communicate with other people

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: