- BSBCMM201A - Communicate in the workplace
BSBCMM201A
Communicate in the workplace
Application
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. |
Elements and Performance Criteria
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
|
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. |
Evidence Required
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. |
Range Statement
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 |
Sectors
Unit sector |
Competency Field
Communication - Interpersonal Communication |
Employability Skills
This unit contains employability skills. |
Licensing Information
Not applicable.