Application
This unit describes the skills and knowledge required to develop communication protocols for a team or business unit.
This unit applies to workers responsible for overseeing the communication of organisation-specific information to a range of internal and external stakeholders.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element |
1. Develop communication strategies | 1.1 Identify internal and external information needs 1.2 Identify competing or conflicting interests 1.3 Develop a range of communication strategies to meet organisation needs and goals 1.4 Develop a communication plan |
2. Establish communication protocols | 2.1 Identify processes for adapting communication strategies to suit a range of contexts 2.2 Develop processes and protocols in line with communication strategies 2.3 Prepare information and resources to support the implementation of communication protocols |
3. Promote the use of communication strategies | 3.1 Present information to staff regarding communication strategies, protocols and organisation standards 3.2 Model effective oral and written communication and provide mentoring and/or coaching to staff 3.3 Maintain work-related networks and relationships to meet organisation objectives |
4. Review communication practices | 4.1 Obtain feedback from others to assess communication outcomes 4.2 Record lessons learnt and identify opportunities for continuous improvement |
Evidence of Performance
The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has:
developed and presented 1 new communication strategy and associated protocols for a business unit or team
developed and implemented 1 strategy for using digital media to provide information and promote organisation to clients
Evidence of Knowledge
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:
political, economic, social and technological factors
competitors
stakeholders
organisational business and strategic plans
SWOT analysis (strengths, weaknesses, opportunities and threats)
legal and ethical considerations relating to communication:
privacy, confidentiality and disclosure
discrimination
duty of care
mandatory reporting
informed consent
organisation communication channels, including:
special communication needs of personnel
organisation processes and hierarchy
official communication channels
existing organisation protocols and etiquette for communication
possible communication barriers, restraints, difficulties
a range of different communication strategies and plans including crisis communication plans
financial implications including budgeting and return on investment
mentoring and coaching principles and practices
traditional media
digital media including types, etiquette and marketing
evaluation processes
Assessment Conditions
Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including use of real workplace policies and procedures
modelling typical workplace conditions, including:
interactions with clients and co-workers from a range of diverse backgrounds
presentations to groups of at least 3 people
typical workplace reporting processes
use of presentation media
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |