Work applies to day-to-day workplace communications and workplace correspondence relating to vehicle servicing and repair, technical workplace information, as well as general workplace communication procedures and instructions.

ELEMENT

PERFORMANCE CRITERIA

1. Prepare for communication activities

1.1. Documents, forms or other relevant sources of technical information are sourced

1.2. Items of stationery, documents or instructions appropriate to the method of communication are sourced

1.3. Communication procedures are determined to minimise task time

2. Read routine documents

2.1. Purpose of the text is understood and described

2.2. Main points or ideas identified by reading are presented and described

2.3. Meaning of new technical words are comprehended and applied

2.4. Meaning of key words and phrases is identified

3. Write routine texts

3.1. Routine texts of one or more sentences are composed according to workplace requirements

3.2. Routine forms are completed according to workplace requirements

3.3. Spelling, punctuation and grammar rules are followed

3.4. Texts are self-checked for accuracy and presented for progress checks by relevant persons

4. Contribute to workplace communications

4.1. Information is conveyed by appropriate means to ensure effective communication when sending or receiving information

4.2. Assistance is provided to colleagues in the workplace to foster common understanding

4.3. Requests for information from colleagues are determined and responded to

5. Operate workplace communication systems

5.1. Communication system functions are used according to communication requirements and workplace policy

5.2. Communication by telephone is carried out using customer relation practices according to workplace policy and procedures

5.3. Communication by computer is carried out according to workplace policy and procedures

5.4. Messages are responded to promptly and returned if required

Required skills

communication skills to:

communicate ideas and information utilising plain English literacy and communication skills in relation to writing, reading and understanding workplace documents

oral communication skills in relation to conveying and receiving workplace information

initiative and enterprise to identify sources of information, assistance and expert knowledge to expand knowledge, skills and understanding

literacy skills to:

understand written workplace procedures

read, interpret and follow information on written instructions, specifications, standard operating procedures, charts, lists, drawings and other applicable reference documents

numeracy skills to understand numbers and mathematical units

planning and organising skills to:

plan and organise activities which communicate standard procedures

plan and organise activities to take or leave a telephone message

problem-solving skills to:

recognise a workplace problem or a potential problem

refer problems outside area of responsibility to appropriate person and suggest possible causes

self-management skills to:

select and use appropriate written materials, processes and procedures

recognise limitations and seek timely advice

follow workplace documentation, such as codes of practice and operating procedures

teamwork skills to work with others and in a team by distributing information to team members

technical skills to collect, organise and understand information relating to technical automotive workplace information

technology skills to use relevant workplace technology related to communicating effectively in an automotive workplace by written or oral means

Required knowledge

workplace forms, documents and stationery

common automotive terminology

manufacturers repair manuals

enterprise policies and procedures including:

workplace document style, format and layout

workplace communication procedures

workplace documents

telephone protocols and operating procedures

worksite reporting procedures

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge.

A person who demonstrates competency in this unit must be able to:

write short routine texts using correct spelling, punctuation and grammar

read, interpret and apply routine texts in the workplace

interpret and convey workplace information

apply and demonstrate workplace procedures for incoming and outgoing telephone calls

maintain workplace communications, including documents.

Context of and specific resources for assessment

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

Assessment is to occur:

using standard workplace practices and procedures

following safety requirements

applying environmental constraints

Assessment is to comply with relevant:

regulatory requirements

Australian standards

industry codes of practice

The following resources should be made available:

a workplace or simulated workplace

documentation, such as enterprise sample policies and procedures manuals relating to workplace communication procedures

workplace documents, telephone protocols and operating procedures

enterprise or sample stationery, documents and forms

access to workplace or similar communication systems.

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.

Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with the application of required skills and knowledge.

Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application.

Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.

Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients.

Assessment processes and techniques must be culturally sensitive and appropriate to the language, literacy and numeracy capacity of the candidate and the work being performed.

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.

Documents, forms or other relevant sources of technical information may include:

manufacturers repair manuals

enterprise policies and procedures

job cards

work instructions

workplace forms, documents or stationery

telephone operating procedure.

Effective communication may include:

communicating by most appropriate means including face to face, telephone, written or electronic means

speaking clearly

writing legibly

using eye contact

using appropriate body language.

Communication system functions may include:

telephone use and system operating procedures such as:

transferring calls

calls on hold

messaging

computer

emails

file transfers

document distribution.

Common

Unit sector

Foundation Skills

This unit contains employability skills.