ELEMENT

PERFORMANCE CRITERIA

1. Develop effective communication skills

1.1 Strategies for internal and external distribution of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised.

1.2 In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace.

1.3 Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way.

1.4 Coaching in effective communication is provided to staff as required.

1.5 Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation.

1.6 Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome.

1.7 Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objects are met.

1.8 All communication with stakeholders and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives.

2. Facilitate group discussion

2.1 Mechanisms which enhance effective group interactions are defined and implemented.

2.2 Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members.

2.3 Objectives and agendas for meetings and discussions are routinely set and followed.

2.4 Relevant information is provided to groups as appropriate to facilitate outcomes.

2.5 Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties.

2.6 The specific communication needs of individuals are identified and addressed.

3. Produce quality written materials

3.1 Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document.

3.2 Organisation guidelines and current accepted standards of writing which match the purpose are followed in producing all written documentation.

3.3 Appropriate and timely advice to management and stakeholders is prepared and provided as required.

4. Conduct formal discussions

4.1 Appropriate structures, timeframes and protocols are mutually agreed and adhered to during formal discussions.

4.2 Due regard to individual differences, needs and rights is shown during the conduct of interviews and formal discussions.

4.3 Feedback and advice is given in a way which reflects current identified good practice.

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

Required Skills

write effective workplace documents

deliver effective presentation

communicate information effectively both verbally and in writing

organise and conduct interview and other panels

implement effective group management processes

manage conflict resolution and negotiation

Required Knowledge

Assess cultural communication protocol

Knowledge of different communication styles and techniques

Different interview techniques

Group processes

Interviewing skills

Research skills

Introduction to personal communication evaluation

Written communication

Oral communication

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

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

Assessment must confirm the ability to:

develop and implement effective communication strategies

use oral and written communication skills

Consistency in performance

Competency should be demonstrated over time and should be observed in a range of actual or simulated work contexts.

Context of and specific resources for assessment

Context of assessment

Competency should be assessed in the workplace or under conditions that accurately simulate a realistic workplace in accordance with all relevant legislation and organisation requirements.

Evidence should be gathered while observing the individual develop and implement effective communication strategies. The application of communication ethics that are relevant to the audience and organisation are to be observed.

Specific resources for assessment

There are no special resource requirements for this unit.

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 in the Performance Criteria is detailed below.

Stakeholders may include:

Individual members of the public

Other organisations, community groups and individuals

Other work areas of the organisation

Written documentation may include:

Minutes of meetings

Complex reports, briefing notes

Proposals, project plans and spreadsheets

Correspondence, formal correspondence

Speeches, journal articles and marketing materials

Instructions, procedures and policies