Application
This unit describes the skills required to exchange information for specific purposes, adapt communication to people and situations, work effectively with groups, communicate in writing and maintain security of information.
This unit applies to those working in all general and specialist areas of correctional services. With customisation this unit may apply to those working in other work environments.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to, particularly those related to communication and use of information and communication technology (ICT).
Those undertaking this unit work as part of a coordinated team with moderate support in tasks with a limited number of familiar steps.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section. |
1. Exchange information for specific purposes | 1.1 Use communication techniques that achieve effective and purposeful exchange of information. 1.2 Use effective listening and speaking skills to confirm understanding. 1.3 Communicate information accurately in the time required and to all relevant people. 1.4 Provide constructive feedback where required. 1.5 Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references. 1.6 Include appropriate non-verbal techniques in communication and interaction. |
2. Adapt communication to people and situations | 2.1 Identify the audience and adapt communication approaches to suit people and situations. 2.2 Consider possible language or literacy difficulties during communication with others. 2.3 Consider possible cultural differences or personal values when problems or misunderstandings occur during communication. 2.4 Seek support when difficulties communicating effectively arise. 2.5 Include cultural awareness, sensitivity and discretion in communication and interaction. |
3. Communicate effectively in the work group | 3.1 Participate in meetings, briefings and group working sessions to maintain understanding and group support. 3.2 Identify any potential communication barriers between members of the work group. 3.3 Encourage positive involvement and contributions from all involved. 3.4 Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on. 3.5 Identify issues and problems and resolve them within the group. 3.6 Respond appropriately to instructions and feedback. |
4. Communicate in writing | 4.1 Produce formal written material that meets the needs of the audience. 4.2 Write and/or enter information using communication systems. |
5. Maintain the security of information | 5.1 Take appropriate precautions when communicating confidential or sensitive information. 5.2 Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained. 5.3 Maintain the security of records when handling and storing them. 5.4 Follow security breach procedure if the security of information is not being maintained or information is being misused. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.
applying the following communication techniques to workplace situations:
active listening
using pauses
using clear, concise and courteous language
questioning to confirm understanding and elicit information
selecting timing of interactions
selecting environments conducive to effective communication
using communication strategies to resolve issues and problems
completing accurate written workplace documentation
presenting written material in the required format
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
organisation’s code of conduct, policies and procedures related to communication and interaction in the workplace
organisation’s policies and procedures related to security of information
discriminative language
process for referring information security breaches
technical and professional language used in the work environment
barriers to effective communication
Assessment Conditions
Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual communicating effectively as part of a coordinated team, including coping with difficulties, irregularities and changes to routine.
This unit has been identified by industry as suitable for holistic assessment with:
CSCORG001 Contribute to achieving the goals of the organisation
PSPOHS301A Contribute to workplace safety
Refer to advice in the
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels indicated for successful attainment of the unit.
ACSF levels indicative of performance:
Further information on ACSF and the foundation skills underpinning this unit can be found in the
Competency Field
Organisational administration and management