This unit of competency has wide application in a range of work roles in the security industry. Work is performed under minimal supervision and competency requires a high level of judgement and decision-making. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines.

ELEMENT

PERFORMANCE CRITERIA

1Implement effective workplace communication.

1.1 Effective workplace communication systems and equipment are implemented to facilitate an accurate exchange of workplace information.

1.2 Problems and conflicts within the work team are negotiated and resolved using appropriate interpersonal techniques and communication skills.

1.3 Team meetings and briefings are regularly conducted to increase the level of information exchange.

1.4 Communication among team members is facilitated to ensure enhanced relationships, safety and respect for individual social and cultural differences.

2Assess communication techniques.

2.1 Verbal communication techniques of individuals are assessed to ensure use of clear language which is appropriate to the audience.

2.2 Body language and non-verbal behaviour of individuals is assessed to ensure professionalism and correct meaning is conveyed.

2.3 Active listening skills of individuals are employed and assessed and questioning techniques used to clarify issues.

2.4 Written communication of individuals is assessed in accordance with organisational standards.

2.5 Comprehension of information received by individuals is assessed to ensure accuracy of information exchange.

2.6 Individual learning opportunities are identified and implemented to ensure effectiveness of communication techniques in accordance with organisational and legislative requirements.

3Implement conflict resolution techniques.

3.1 Procedures for conflict resolution are developed and implemented.

3.2 Control, professionalism and objectivity is maintained at all times during conflict situations in accordance with legislative and organisational requirements.

3.3 Effective communication skills and interpersonal techniques are used to defuse or resolve conflict.

3.4 Feedback is given assertively and received non-defensively during negotiations.

3.5 Appropriate solutions are implemented which comply with organisational procedures and legislative requirements.

3.6 Expert advice or assistance is sought as required in accordance with organisational procedures.

This section describes the skills and knowledge and their level required for this unit.

Required skills

access and use workplace information

active listening

adapt personal communication style to a variety of situations

coaching and mentoring to provide support to colleagues

communicate in a clear and concise manner

communicate with people from a range of social, cultural and ethnic backgrounds and physical and mental abilities, including young people

de-escalate incidents

demonstrate ethical and professional behaviour

negotiate and mediate conflict situations

planning

recognise and respond to conflict situations

research, analyse and interpret information from a variety of people and reporting

use a range of communications equipment

use communication skills effectively

use verbal communication to take control of situations.

Required knowledge

applicable legislative compliance requirements relating to the security industry (eg use of force, apprehension and restraint, inspection of people and property etc)

approved communication terminology and call signs

available support agencies and the types of services offered.

difference between negative and positive language

differences between written and spoken English

how to read and use body language to gain confidence of others

how to record information which may be used for legal purposes.

how to safeguard confidential information

how to use business equipment to present information

impacts of social and cultural differences on the effectiveness of communication

negotiation techniques

organisational standards for the presentation and maintenance of written information

power plays and how they are used in conflict situations

tactical response measures

types and uses of communications equipment

typical internal and external barriers to effective communication in the workplace.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

implementing and monitoring effective workplace communication systems and equipment to ensure accurate exchange of information, and regular communication among teams and individuals

assessing individual communication skills to ensure appropriate levels of workplace literacy, information exchange is accurate, sensitive to the audience and complies with legal requirements, and learning opportunities are accessed as needed

developing and implementing procedures for conflict resolution which comply with licensing and legal requirements

using effective communication skills to defuse or resolve conflict situations and implementing legal solutions to conflict.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency should be assessed using questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

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 systems and equipment may include:

email

meetings and discussions

monitoring equipment

pager

portable and mounted two-way radio

reports and documents (eg relating to handover, shifts, incidents, resources, assignment instructions, procedures etc)

screen equipment

telephones and mobile phones

use of established abbreviations

use of hand signals

use of phonetic alphabet

video cameras.

Interpersonal techniquesmay include:

active listening

being respectful and non-discriminatory to others

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

interpreting non-verbal and verbal messages

maintaining professionalism

providing and receiving constructive feedback

questioning to clarify and confirm understanding

two-way communication

use of communication appropriate to cultural differences

use of positive, confident and cooperative language.

Communication skillsmay include:

active listening

comprehension

negotiation

note-taking

positive body language

questioning

reading accurately

speaking clearly

summarising

writing.

Social and cultural differencesmay be expressed in:

age

beliefs, values or practices

conventions of gender or sexuality

cultural stereotypes

dress

food or diet

language

religious and spiritual observances

social conventions

traditional practices and observations.

Organisational standards for written informationmay relate to:

ability to be used for legal purposes

accuracy of costings

appropriate level of literacy

format and presentation

relevance of written information

use of clear, concise language and plain English.

Learning opportunitiesmay include:

conducting a workplace skills assessment

participation in formal or informal learning programs

undertaking a performance appraisal

undertaking personal study

use of a literacy specialist

use of team exercises focused on enhancing communication

workplace coaching, mentoring or supervision.

Organisational requirements may relate to:

client service standards

policies for ensuring privacy and confidentiality of information

procedures for archiving electronic and hard-copy records

procedures for recording, storing and destroying information

standard of language, literacy and numeracy required

use of organisational equipment and resources.

Legislative requirements may relate to:

anti-discrimination and diversity

Australian standards, codes of practice and regulations

award and enterprise agreements

duty of care

evidence collection

licensing arrangements and certification requirements

Occupational Health and Safety (OHS) issue resolution

relevant commonwealth, state and territory OHS legislation, codes of practice and regulations

roles and responsibilities of OHS representatives and committees

trade practices

use of force.

Communication skillsmay include:

active listening

comprehension

negotiation

note-taking

positive body language

questioning

reading accurately

speaking clearly

summarising

writing.

Conflict situations may relate to:

controlling crowds

disputes at traffic accident sites

disputes over procedural issues (eg rallies, demonstrations)

disruptive public behaviour

life threatening situations (eg domestic violence, hostage situations, confrontations with armed, violent or aggressive persons)

workplace disputes

workplace grievance situations.

Solutionsmay include:

apprehension or restraint

employment of de-escalation processes

issuing of instruction or direction

provision of on-the-spot counselling

request for assistance from emergency services or support agencies

request for back-up

tactical response

use of force

withdrawal.

Unit sector

Security

Security and risk management

This unit contains employability skills.