This unit applies to individuals who use a range of communication strategies in carrying out their work. |
ELEMENT | PERFORMANCE CRITERIA |
1. Receive enquiry | 1.1. Establish nature of enquiry 1.2. Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person's needs and expectations 1.3. Clearly outline legal and other limits of own responsibility to person making the enquiry 1.4. Record person's details and issues |
2. Identify and apply appropriate communication techniques | 2.1. Use communication strategies that reflect organisational standards and procedures 2.2. Use effective communication techniques during the enquiry 2.3. Ensure confidentiality of the enquiry is respected |
3. Determine action to be taken | 3.1. Identify personal limitations in taking action and seek appropriate assistance from designated individuals 3.2. Respond in an appropriate manner 3.3. Involve other parties in action if appropriate 3.4. Manage expectations of person making enquiry |
4. Review outcomes of communication | 4.1. Follow up with person making enquiry to ensure action was effected 4.2. Seek feedback about the communication strategies 4.3. Undertake appropriate record keeping and reporting |
|
Required skills |
communication skills to: listen to and interpret enquiries provide clear and specific information computer skills to: access information from a range of online sources keep records provide reports in required format literacy skills to document and record details of enquiries research skills to: locate necessary information from internal and external sources identify and evaluate status of information sought interpersonal skills to: handle and tactfully screen enquiries of a sensitive nature interact with a range of culturally and linguistically diverse clients problem-solving skills to assess enquiries and to allocate them to appropriate sources for further information |
Required knowledge |
legislation, regulations and standards relevant to job role organisation's policies and procedures required for the full range of tasks associated with role and responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction extent of legal professional privilege |
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 ability to: conduct work according to accepted codes of conduct convey appropriate options to person making enquiry according to organisation's policies and procedures exercise judgement and tact in decisions as to when enquiries should be transferred to a more experienced person select appropriate communication techniques with regard to culturally and linguistically diverse clients. |
Context of and specific resources for assessment | Assessment must ensure access to: an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms appropriate technology, such as computers with relevant software and communication mediums appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace. |
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: analysis of responses to case studies and scenarios demonstration of communication techniques direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of performance in role plays review of documentation recording details of person making enquiry, and issues evaluation of needs and expectations of person making enquiry and discussion of appropriate responses oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBRES404A Research legal information using primary sources. |
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. | |
Enquiry may be specific or general and may include: | complaint liaison seeking a meeting seeking information seeking referral. |
Person making enquiry may include: | client or customer general public government representative internal employee representative of another organisation supplier. |
Organisation's standards and procedures may include: | code of conduct with respect to security, confidentiality and privacy compliance framework documenting activities planned and undertaken procedures relating to: booking rooms and resources time recording protocols relating to: accommodating specific client needs, e.g. case manager, social worker or parole officer telephone responses. |
Needs and expectations may include: | fair and equitable treatment follow-up action sensitivity to physical, cultural, ethnic, language and literacy requirements specificity and accuracy of information. |
Legal and other limits may include: | extent of legal and professional privilege industry and professional regulations legislative and professional codes of conduct organisational practices. |
Communication strategies may include: | discuss options draft an email, formal letter or other written response make a telephone call organise a meeting send a fax use text messaging or other mobile telephone communication use web-based communication and networking strategies. |
Communication techniques may include: | accommodating communication difficulties experienced by person making enquiry, such as language or literacy actively listening clarifying request or problem by summarising and repeating to ensure that information gathered is accurate controlling tone of voice and body language demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry using correct grammar and language. |
Designated individuals may include: | colleague regulatory or government personnel supervisor teacher or trainer. |
Appropriate manner may include: | contacting another organisation documenting and filing communication according to organisation's procedures not pursuing the matter notifying relevant department of enquiry organising a meeting promptly contacting person making enquiry where appropriate providing a written response recording contact on database referring person making enquiry to: appropriate government department community legal centre law firm supervisor or appropriate authority within the firm relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry telephoning person making enquiry after researching the appropriate information. |
Other parties may include: | barristers clients clients' representatives government representatives interpreters lawyers for opposing party legal aid medical and legal consultants police regulatory bodies. |
Unit sector |
Communication - interpersonal communication |
This unit contains employability skills. |
Not applicable.