AURAFA003
Communicate effectively in an automotive workplace


Application

This unit describes the performance outcomes required to communicate in an automotive workplace. It involves communicating effectively by conveying and receiving information using verbal and non-verbal techniques and correct automotive technical terminology.

It applies to those working in the automotive service and repair industry.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.


Elements and Performance Criteria

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Prepare to communicate

1.1 Purpose of communication is established and relevant information is identified

1.2 Non-verbal information is examined and interpreted, as required

1.3 Suitable communication method is chosen to suit audience and purpose

1.4 Relevant information is prepared and prioritised in a logical manner

2. Participate in routine verbal communication

2.1 Information is conveyed clearly in verbal exchanges using language, tone and pace appropriate to audience and purpose

2.2 Automotive terminology, including vehicle and component descriptions, is used accurately and according to industry conventions

2.3 Verbal exchanges with others are conducted in a courteous and professional manner

2.4 Active listening and questioning techniques are used to clarify and confirm understanding

2.5 Own opinions are clearly expressed and those of others are listened to without interruption

3. Carry out routine written and non-verbal communication

3.1 Accurate and factual information is conveyed clearly in written and other non-verbal communication

3.2 Non-verbal techniques appropriate to the situation are used effectively in interactions with others

3.3 Intended meaning is clarified with recipients as required

4. Operate workplace communication system

4.1 Workplace communication device appropriate for the task is selected according to workplace procedures

4.2 Key functions of workplace communication system are used according to equipment specifications and workplace procedures

5. Contribute to workplace communication

5.1 Requests for information from colleagues are responded to in a timely manner

5.2 Contributions are made to work group activities and meetings

5.3 Clarification is sought from supervisor or colleagues relating to instructions or information as required

5.4 Feedback from supervisor or colleagues is sought and incorporated into own communication

Evidence of Performance

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:

complete three of the following communication tasks in an automotive workplace:

exchange verbal information regarding work task with colleague

exchange verbal information regarding work task with supervisor

request verbal clarification of work task from supervisor

request information from external customer using the telephone

request information from external customer using email.


Evidence of Knowledge

Individuals must be able to demonstrate knowledge of:

common automotive technical terms and their application to an automotive workplace

active listening and questioning techniques

verbal communication techniques, including:

one-on-one

group and team interactions

collaborative and inclusive techniques for interacting with others, including techniques appropriate to differing ages, cultural backgrounds and special needs

workplace forms and documents in electronic and hard copy, including:

workplace instructions or work orders

manufacturer service, repair and equipment manuals

types of non-verbal communication techniques, including:

visual gestures and sign language

body language

signage

electronic and mechanical signals

workplace procedures and requirements relating to:

workplace document style, format and layout

use of communication systems, including email, telephone, intercom and social media

reporting

types of communication devices in automotive workplaces

operating features of communication devices, including:

computers and tablets with email and social media software

intercoms and two-way radios

telephone systems, including mobile phones.


Assessment Conditions

Assessors must satisfy NVR/AQTF assessor requirements.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessment must include direct observation of tasks.

Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to having communicated effectively in the automotive workplace, e.g. emails, text messages, or written documentation of conversations.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following resources must be made available:

automotive workplace or simulated workplace

supervisor, colleagues and customers with whom to communicate in verbal and written exchanges

workplace communication devices, including a telephone system and computer.


Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance and are not explicit in the performance criteria.

Skills

Description

Reading skills to:

interpret instructions and requirements in written automotive workplace material.

Digital literacy skills to:

use digital systems and tools to:

communicate with others

access, extract, organise and present information.


Range Statement

This section specifies 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. Bold italicised wording, if used in the performance criteria, is detailed below.

Professional manner must be:

consistent with workplace communication protocols

appropriate to age, cultural diversity and special needs.

Communication system must include:

communication devices, including:

telephones

computers.


Sectors

Foundation Skills


Competency Field

Common