Application
This unit describes the skills and knowledge required to communicate effectively as a workplace leader, including understanding the context, choosing methods of communication to suit the audience, and following up.
This unit applies to managers, supervisors and team leaders required to communicate with other persons within the workplace.
Communication skills cover a range of methods and contexts within principally structured environments.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify context for communication | 1.1 Identify reason and context for communication 1.2 Identify persons relevant to the communication context 1.3 Clarify specific environment and personnel factors that may impact on the success of the communication 1.4 Identify and clearly understand the desired outcome of the communication 1.5 Evaluate available methods of communication against their suitability for the specific communication requirements 1.6 Identify potential barriers to effective communication and develop solutions to minimise impact 1.7 Incorporate relevant business policies, procedures, regulations and legislation into communication processes |
2. Clarify message and engage communication | 2.1 Undertake communication using media and format relevant to the context 2.2 Incorporate respectful and positive approaches to communications 2.3 Employ two-way processes to ensure receipt and acknowledgement of message 2.4 Seek feedback on communication processes from all parties 2.5 Provide opportunities to clarify and confirm understanding |
3. Take follow-up actions | 3.1 Maintain record of the communication process and outcomes in line with enterprise policy and procedures 3.2 Identify follow up actions and communicate to relevant persons 3.3 Identify and incorporate opportunities to improve leadership communication processes |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.7, 3.1, 3.2, 3.3 | Analyses and evaluates textual information from a range of sources to inform communication processes |
Writing | 2.1, 3.1 | Plans and prepares workplace documentation for relevant stakeholders according to organisational formats |
Oral Communication | 2.1, 3.2 | Participates in a variety of spoken exchanges with a range of audiences using structure and language to suit the audience |
Navigate the world of work | 1.7, 3.1 | Adheres to organisational policies and procedures relevant to own role |
Interact with others | 1.3, 2.1, 2.2, 2.3, 2.4, 2.5 | Cooperates, collaborates and consults with others to clarify and confirm understanding and seek feedback Selects and uses appropriate communication conventions and practices to build rapport, seek or present information |
Get the work done | 1.1, 1.2, 1.4, 1.5, 1.6, 3.1, 3.2, 3.3 | Plans and implements activities and processes to identify and establish communication and record keeping requirements Uses analytical processes to identify potential problems and generate solutions Systematically gathers and analyses all relevant information and evaluates options in order to make decisions about communication processes |
Sectors
Management and Leadership - Leadership