This unit applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non verbal communication in a defined context under direct supervision or with limited individual responsibility.

ELEMENT

PERFORMANCE CRITERIA

1. Gather, convey and receive information and ideas

1.1. Collect information to achieve work responsibilities from appropriate sources

1.2. Use method/s and/or equipment to communicate appropriate ideas and information to the audience

1.3. Use effective listening and speaking skills in verbal communication

1.4. Seek input from internal and external sources to develop and refine new ideas and approaches

1.5. Respond to instructions or enquiries promptly and in accordance with organisational requirements

2. Complete workplace documentation and correspondence

2.1. Present written information and ideas in clear and concise language to ensure the intended meaning of correspondence is understood by recipient

2.2. Draft and present correspondence within designated time lines

2.3. Ensure presentation of written information meets organisational standards of style, format and accuracy

2.4. Complete workplace forms and documentation in a clear, concise and easy to read format

3. Communicate in a way that responds positively to individual differences

3.1. Value all individuals and treat them with respect, courtesy and sensitivity

3.2. Take into consideration cultural differences in all verbal and non-verbal communication

3.3. Use communication to develop and maintain positive relationships, mutual trust and confidence

3.4. Make efforts to use basic strategies to overcome language barriers

3.5. Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocols

Required skills

communication skills to request advice, to receive feedback and to work with a team

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

literacy skills to identify work requirements, and to understand and process basic workplace documentation

organisational skills to plan work priorities and arrangements

technology skills to select and use technology appropriate to communication tasks.

Required knowledge

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

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational policies, plans and procedures, especially style guide

spelling, grammar and punctuation.

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:

using communication methods appropriate to the audience

producing clear, concise and correct written communication

providing prompt responses to requests for information

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

examples of workplace documents, including policies and procedures relating to communication.

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

review of written information and ideas

demonstration of techniques

observation of presentations

review of correspondence and completed workplace forms and documentation

assessment of presentation 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:

other generaladministration units.

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.

Communication equipment may include:

facsimile machines

information technology components including hardware, software and communication packages

keyboard equipment including mouse, touchpad, keyboard

network systems

pens, pencils

telephones

Verbal communication may include:

answering enquiries from clients

answering telephone calls

informal discussions

requests from colleagues

use of voice mail

Organisational requirements may include:

access and equity principles and practice

business and performance plans

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

quality and continuous improvement processes and standards

quality assurance and/or procedures manual

Written information may include:

briefing notes

electronic mail

facsimiles

general correspondence

handwritten and printed materials

internal memos

telephone messages

Correspondence may include:

emails

memorandums

messages

proformas

standard/form letters

Standards may include:

Australian Standards

legislation

organisational policies and procedures

specified work standards

standards set by workgroup

Unit sector

Communication - Interpersonal Communication

This unit contains employability skills.