- PSPGOV202B - Use routine workplace communication techniques
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
PSPGOV202B Mapping and Delivery Guide
Use routine workplace communication techniques
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | PSPGOV202B - Use routine workplace communication techniques |
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| Description | This unit covers the use of communication techniques for interacting with internal and external clients and following instructions. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions. Though the prime focus of the unit is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication these are included. Where reading and writing are the prime focus of the workplace function these are addressed in PSPGOV208A Write routine workplace materials. In practice, workplace communication overlaps with other generalist or specialist public sector work activities such as working in a public sector environment, delivering client service, handling information, participating in change, using resources, using technology, etc.This is one of 5 units of competency in the Working in Government Competency Field that deal with communication. Related units are:PSPGOV312A Use workplace communication strategiesPSPGOV412A Use advanced workplace communication strategies PSPGOV512A Use complex workplace communication strategiesPSPGOV605A Persuade and influence opinion No 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 | Not applicable. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | Not applicable. | ||
| Competency Field | Working in Government. | ||
| 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 | |
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| Elements of Competency | Performance Criteria | |||||||
| Element: Handle routine enquiries |
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| Element: Follow and relay routine instructions |
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| Element: Engage in workplace discussions |
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| Element: Handle routine enquiries |
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| Element: Follow and relay routine instructions |
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| Element: Engage in workplace discussions |
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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 specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. | |
Units to be assessed together | Pre-requisite units that must be achieved prior to this unit:Nil Co-requisite units that must be assessed with this unit:Nil Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to any of the generalist public sector specific units at Certificate II or above, particularly: PSPGOV201B Work in a public sector environment PSPGOV203B Deliver a service to clients PSPGOV204B Access and use resources PSPGOV205B Participate in workplace change PSPGOV206B Handle workplace information PSPGOV207B Use technology in the workplace PSPGOV208A Write routine workplace materials PSPOHS201B Follow workplace safety procedures |
Overview of evidence requirements | 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 routine communication techniques used in a range of (3 or more) contexts (or occasions, over time) |
Resources required to carry out assessment | These resources include: legislation, policy, procedures and protocols relating to workplace communication case studies and workplace scenarios to capture the range of verbal communication situations likely to be encountered in the public sector |
Where and how to assess evidence | 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 when using routine workplace communication techniques, including coping with difficulties, irregularities and breakdowns in routine routine communication techniques used in a range of (3 or more) contexts (or occasions, over time) Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as: people with disabilities people from culturally and linguistically diverse backgrounds Aboriginal and Torres Strait Islander people women young people older people people in rural and remote locations. Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of: case studies demonstration observation portfolios questioning scenarios simulation or role plays authenticated evidence from the workplace and/or training courses |
For consistency of assessment | Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
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. |
Skill requirements Look for evidence that confirms skills in: speaking and listening relating to routine communication exchanges eliciting and giving factual information clarifying meaning, exploring issues and problem solving or referral listening for relevant information from oral discussions taking personal notes observing - reading non-verbal cues especially those relating to culture, ethnicity, emotional state using communication technology such as telephones, computers with audio, message bank, answering machines, email, short message service, pagers responding to diversity, including gender and disability |
Knowledge requirements Look for evidence that confirms knowledge and understanding of: legislation, regulations, policies, procedures and guidelines relating to workplace communication in the public sector principles of effective communication knowledge of organisation processes procedures manuals for dealing with enquiries channels of communication organisational etiquette for oral communication conflict resolution techniques equal employment opportunity, equity and diversity principles public sector legislation such as occupational health, safety and environmental requirements in the context of workplace communication |
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here. | |
Enquiries may be: | face-to-face by telephone via technology and other media, such as: computers short message service (SMS) facsimile pagers teletype machines from internal or external clients routine in nature and related to the immediate work area |
Responsive action may include: | passing on messages for someone else responding immediately referring to others for action noting enquiry for later follow-up file notes |
Listening and speaking skills may include: | open and closed questions listening for central ideas giving feedback on understanding re-phrasing paraphrasing summarising clarifying active listening using silence to elicit additional information congruent verbal and non-verbal communication messages using and recognising body language considering how information applies in different situations or to different people |
Understanding of individual differences may include: | tailoring communication to meet cultural, ethnic, religious, language, gender or age differences, disabilities, etiquette using culturally appropriate body language and gestures interpreting emotional and cultural cues |
Instructions may include: | supervisor/team leader's instructions work unit/organisation guidelines and procedures occupational health and safety procedures corporate style manuals/guidelines safety signs and warning labels manufacturer's/operating instructions/technical instructions |
Meeting protocols may include: | following agenda speaking through chair being prepared to present information for particular agenda items |
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 |
|---|---|---|---|
| Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards | |||
| Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures | |||
| Effective listening and speaking skills are employed including confirming understanding | |||
| An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace | |||
| Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures | |||
| Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security | |||
| Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader | |||
| Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures | |||
| Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required | |||
| Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements | |||
| Established communication channels are used as required | |||
| Oral interactions with other staff are used to exchange information, explore issues and solve routine problems | |||
| Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements | |||
| Meeting protocols are observed and colleagues are encouraged to participate where relevant | |||
| Issues and ideas which affect work within the group are raised with the appropriate person | |||
| Unresolved conflicts which affect work in the group are referred through the appropriate channel | |||
| Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards. | |||
| Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures. | |||
| Effective listening and speaking skills are employed including confirming understanding. | |||
| An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace. | |||
| Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures. | |||
| Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security. | |||
| Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader. | |||
| Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures. | |||
| Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required. | |||
| Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements. | |||
| Established communication channels are used as required. | |||
| Oral interactions with other staff are used to exchange information, explore issues and solve routine problems. | |||
| Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements. | |||
| Meeting protocols are observed and colleagues are encouraged to participate where relevant. | |||
| Issues and ideas which affect work within the group are raised with the appropriate person. | |||
| Unresolved conflicts which affect work in the group are referred through the appropriate channel. |
Forms
Assessment Cover Sheet
PSPGOV202B - Use routine workplace communication techniques
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Assessment Record Sheet
PSPGOV202B - Use routine workplace communication techniques
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Assessment task 1: [title] Result: Competent Not yet competent
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