This unit applies to individuals developing basic skills and knowledge of workplace communication in preparation for working in a broad range of settings.

ELEMENT

PERFORMANCE CRITERIA

1. Identify workplace communication procedures

1.1. Identify organisational communication requirements and workplace procedures with assistance from appropriate people

1.2. Identify appropriate lines of communication with supervisors and colleagues

1.3. Seek advice on the communication method/equipment most appropriate for the task

2. Communicate in the workplace

2.1. Use effective questioning, and active listening and speaking skills to gather and convey information

2.2. Use appropriate non-verbal behaviour at all times

2.3. Encourage, acknowledge and act upon constructive feedback

3. Draft written information

3.1. Identify relevant procedures and formats for written information

3.2. Draft and present assigned written information for approval, ensuring it is written clearly, concisely and within designated timeframes

3.3. Ensure written information meets required standards of style, format and detail

3.4. Seek assistance and/or feedback to aid communication skills development

Required skills

communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions, to receive feedback, and to convey messages clearly and concisely

culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities

literacy skills to identify work requirements, to draft written information and to process basic, relevant workplace documentation

problem-solving skills to solve routine problems related to the workplace, under direct supervision.

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as privacy laws

organisational policies, plans and 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

Evidence of the following is essential:

clear, concise and correct verbal and written communication

promptly and appropriately following instructions

knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

access to examples of documents relating to workplace communication policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of organisational policies, plans and procedures

review of written information.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

general administrationunits.

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.

Workplace procedures may include:

answering telephone calls

following instructions

informal discussions

requests from colleagues

using internet and email

using voice mail

workplace procedures related to specific tasks

Appropriate people may include:

colleagues

other staff members

supervisors, mentors, trainers or assessors

Lines of communication may include:

formal and informal means

verbal or written

Communication method/equipment may include:

computer network systems

facsimile machines

personal computer equipment including hardware, keyboards, software and communication packages

telephones

Written information may include:

electronic mail

facsimiles

general correspondence or standard/form letters and memos

handwritten and printed materials

telephone messages or general messages

Standards may include:

organisational policies

standards set by workgroup

Unit sector

Communication - Interpersonal Communication

This unit contains employability skills.