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

MSMSUP102 Mapping and Delivery Guide
Communicate in the workplace

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency MSMSUP102 - Communicate in the workplace
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers the skills and knowledge required to receive, relay and record written and oral messages and to provide relevant information in response to requests within timelines. This unit of competency applies to personnel who are required to communicate clearly and accurately to record messages, seek clarification, access needed information, relay information to other people and complete workplace documentation.This unit of competency applies to all work environments.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The unit should be assessed holistically and the judgement of competence based on a holistic assessment of the evidence.

The collection of performance evidence:

should occur over a range of situations which include typical disruptions to normal, smooth operations

will use one or a combination of:

totally off the job, in which case it will use case studies and role plays as well as questions

evidence drawn totally from performance in the workplace

will typically include a supervisor/third-party report focusing on consistent performance and problem recognition and solving. A supervisor/third-party report must be prepared by someone who has a direct, relevant, current relationship with the person being assessed and who is in a position to form a judgement on workplace performance relevant to the unit of competency

may use industry-based simulation for all or part of the unit particularly where safety, lack of opportunity or significant cost is an issue.

Assessment should occur in operational workplace situations. Where this is not possible, or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment reflecting realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.

Assessment in a simulated environment should use evidence collected from one or more of:

walk-throughs

pilot plant operation

demonstration of skills

industry based case studies/scenarios

‘what ifs’.

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

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.

Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications associated with this unit.

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

As a minimum, assessors must satisfy the Standards for Registered Training Organisations 2015 assessor requirements.
Prerequisites/co-requisites
Competency Field Support
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 relay messages
       
Element: Confirm understanding of the message is correct
       
Element: Accurately record the message
       
Element: Relay message accurately to appropriate person or section within designated timelines
       


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 relay messages

1.1

Confirm understanding of the message is correct

1.2

Accurately record the message

1.3

Relay message accurately to appropriate person or section within designated timelines

2

Interpret messages

2.1

Clarify message if necessary

2.2

Take appropriate action

2.3

Respond to communication problems

3

Respond to request for information

3.1

Acknowledge and understand the request for information

3.2

Access information from appropriate sources

3.3

Relay information to appropriate person or section in a manner appropriate for the receiver

4

Complete workplace forms

4.1

Select appropriate form

4.2

Assemble information required for form

4.3

Complete workplace forms as required

4.4

Submit workplace forms as required

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:

listen attentively

formulate questions to clarify work requirements or instructions

read and interpret workplace information

complete workplace forms

write legibly and/or use electronic keyboard

record and interpret numbers, codes and symbols

use clear and concise language in verbal and written communication.

Evidence must be provided that demonstrates knowledge of:

organisation procedures, including:

telephone and communications protocols and/or procedures

documentation and record keeping

safety, emergency and hazard control

types and meaning of workplace codes, numbers, symbols, signs and colours typically used in the job/work environment

types, purpose and importance of workplace documentation

workplace expectations for acceptable language and tone (swearing, level of formality, courteousness, respect for diversity, and so on)

challenges in communicating with people from culturally and linguistically diverse (CALD) backgrounds in the workplace and possible strategies.

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 relay messages

1.1

Confirm understanding of the message is correct

1.2

Accurately record the message

1.3

Relay message accurately to appropriate person or section within designated timelines

2

Interpret messages

2.1

Clarify message if necessary

2.2

Take appropriate action

2.3

Respond to communication problems

3

Respond to request for information

3.1

Acknowledge and understand the request for information

3.2

Access information from appropriate sources

3.3

Relay information to appropriate person or section in a manner appropriate for the receiver

4

Complete workplace forms

4.1

Select appropriate form

4.2

Assemble information required for form

4.3

Complete workplace forms as required

4.4

Submit workplace forms as required

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.

Messages

Messages may be in any format, including:

written

oral

electronic

Messages may be any combination of simple:

words

numbers

workplace signs

Equipment

Equipment includes one or more of the following:

telephone

two-way radio

computer, tablet, Smartphone or similar

Sources of information

Sources of verbal information include one or more of the following:

toolbox talks

team meetings and production meetings

shift handover

planning sessions

discussion with technical experts, supervisors and work health and safety (WHS) officers

Sources of written material include one or more of the following:

standard operating procedures (SOPs)

work instructions

incident procedures

operating manuals

quality procedures

training program contents/materials

material safety data sheets (MSDS)

job cards

maintenance logs

non-compliance reports

incidence and accident reports

permits

schematics, process flows and engineering drawings

Routine problems

Routine problems must be reported and corrective action taken according to relevant procedures.

Routine problems include one or more of the following:

missing/lost messages

required information not available

required equipment not available

conflict of work priorities

Corrective actions

Corrective actions include one or more of the following:

reporting to an appropriate person

taking action specified in the procedure

Appropriate personnel

Appropriate personnel include one or more of the following:

supervisor

more senior operator

other designated personnel

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
 
 
 
 

Forms

Assessment Cover Sheet

MSMSUP102 - Communicate in the workplace
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

MSMSUP102 - Communicate in the workplace

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: