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

SFICOMP317A Mapping and Delivery Guide
Facilitate effective communication in the workplace

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SFICOMP317A - Facilitate effective communication in the workplace
Description This unit of competency involves communicating effectively in the line of duty as a fisheries officer. Communication is 'facilitated' meaning that:appropriate communication techniques are used before responding to a situation the fisheries officer adequately assesses it the fisheries officer is a participating member of a work team and both informs the work team of situations and his/her proposed position, and contributes meaningfully to achieving team meeting outcomes. 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
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: Assess situations and adapt communication technique accordingly
  • Verbal communication is tailored to the identified audience.
  • Body language of audience is correctly assessed and responded to appropriately.
  • Active listening skills are employed and questioning techniques used to clarify issues or problem areas for resolution.
  • Communication strategies are adopted that reflect consideration of the full range of human characteristics/factors.
  • Where required, expert advice is sought or referrals made according to agreed procedures.
  • Contradictions, ambiguities, uncertainties or misunderstandings are identified and checked with a range of sources and references.
       
Element: Communicate effectively in the workplace
  • Appropriate interpersonal communicationtechniques and skills are selected and applied.
  • Communication is clear, concise and accurate.
       
Element: Participate in meetings
  • Supervisors and other colleagues are briefed with regard to the meeting's purpose and proposed positions to be put forward.
  • Documents to be used in meetings are obtained/researched.
  • Own contributions are prepared in advance relevant to the purposes of the meetings and supportive of the organisation's corporate goals and objectives.
  • Own position is clearly and effectively stated and substantiated.
       
Element: Utilise conflict resolution/negotiation skills to address issues/incidents
  • Control and objectivity is maintained at all times in conflict situations.
  • Situational conflict is, as far as possible, de-escalated.
  • Persons in conflict are separated, where appropriate, and relevant solutions negotiated or imposed correctly.
  • Where required, external agencies are accessed and utilised.
       


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

Assessment must confirm ability to:

effectively interact and communicate with colleagues and clients

respond to conflict situations in accordance with jurisdictional law and guidelines.

Assessment must confirm knowledge of:

communicative processes

barriers to effective communication.

Context of and specific resources for assessment

Assessment is to be conducted on the job or in a simulated environment.

Method of assessment

The following assessment methods are suggested:

written or oral short-answer testing

practical exercises or role-plays

observation of practical demonstration.

Guidance information for assessment

This unit may be assessed holistically with other units within a qualification.


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

adapting personal communication style to a variety of situations

conflict negotiation and resolution

effectively communicating instructions/directives to suspects and other members of the public

incident de-escalation

using interpretive services to facilitate communication

using verbal communication to take control of situations.

Literacy skills used for:

researching information for meetings.

Required knowledge

agency codes of ethics

agency policy and operational procedures regarding critical incident negotiation

agency policy and procedures covering verbal communication requirements

barriers to effective communication

communicative process

impacts of age, gender, ethnicity/aboriginality, special needs groups, personality and drugs/alcohol on the communicative process

meanings of various body language forms

state or territory anti-discrimination Acts

various support agencies available and the types of services offered.

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.

Situations cover all taskings undertaken by officers, whether reactive or proactive patrolling, undertaking station duties, and relate to circumstances in which the officer is in contact with other persons. Such processes may include:

criminals

face to face

fellow officers

giving and/or receiving instructions and lawful direction

interviewing persons

providing verbal reports or seeking information

responding to inquiries

single or groups

suspects.

Body language may include:

non-verbal characteristics exhibited by each person in response to the presence of fishery officers or lawful instruction given by such officers. Such characteristics may represent positive compliant behaviour or a negative non-cooperative/aggressive response.

Problem areas for resolution may include

arrest scenes

crime scenes

disputes over procedural issues, such as processing or charging persons

life threatening situations, such as confrontations with armed persons

serving summons

workplace disputes

workplace complaints

workplace grievance situations.

Human characteristics/factors may include:

age

ethnicity

gender

geographic and demographic impacts

physical capacity

impacts of alcohol and legal/illegal drugs

peer group pressures

personality

previous experiences/encounters with fisheries officers.

Interpersonal communication techniques and skills may include:

appropriate language

appropriate recognition and professional response to cultural diversity.

Meetings may include:

formal, informal or pre-planned, and involve functional area/authority personnel, and may be for:

operations assessment/debriefings

operational planning

occupational health and safety (OHS).

De-escalation means:

reducing a situation to a point where the issue is reduced to a controllable level and the risk to life or property is minimised.

Relevant solutions, depending on the actual situation, may include:

the issuing of lawful instructions/directions

employment of de-escalation processes

the 'use of force'

arresting, cautioning, reporting and detaining

accessing further assistance from either fellow officers or police.

The development of appropriate response strategies should also take into account the needs and characteristics of factors such as age, gender and cultural/social background.

External agencies may include:

ethnic advisory services

marine and transport

police.

Negotiation can take place with supervisors, colleagues and members of the public.

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
Verbal communication is tailored to the identified audience. 
Body language of audience is correctly assessed and responded to appropriately. 
Active listening skills are employed and questioning techniques used to clarify issues or problem areas for resolution. 
Communication strategies are adopted that reflect consideration of the full range of human characteristics/factors. 
Where required, expert advice is sought or referrals made according to agreed procedures. 
Contradictions, ambiguities, uncertainties or misunderstandings are identified and checked with a range of sources and references. 
Appropriate interpersonal communicationtechniques and skills are selected and applied. 
Communication is clear, concise and accurate. 
Supervisors and other colleagues are briefed with regard to the meeting's purpose and proposed positions to be put forward. 
Documents to be used in meetings are obtained/researched. 
Own contributions are prepared in advance relevant to the purposes of the meetings and supportive of the organisation's corporate goals and objectives. 
Own position is clearly and effectively stated and substantiated. 
Control and objectivity is maintained at all times in conflict situations. 
Situational conflict is, as far as possible, de-escalated. 
Persons in conflict are separated, where appropriate, and relevant solutions negotiated or imposed correctly. 
Where required, external agencies are accessed and utilised. 

Forms

Assessment Cover Sheet

SFICOMP317A - Facilitate effective communication 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

SFICOMP317A - Facilitate effective communication 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: