This unit applies to job roles within the financial services and personal injury management sectors.

ELEMENT

PERFORMANCE CRITERIA

1. Apply accepted conventions to participation in formal meetings and discussions

1.1. Knowledge of meeting procedures is applied to participation in formal meetings

1.2. Constructive contributions are made to discussion at formal meetings

1.3. Good listening techniques are used to achieve understanding of other points of view

1.4. Minutes of meetings are written, if required, following accepted conventions

2. Take part in formal interviews

2.1. Purpose of the interview and role in the interview process are clarified

2.2. Preparations for the interview are made

2.3. Effective listening and questioning techniques are applied to receiving and giving information

2.4. Information or outcomes of the interview are analysed

3. Write brief reports

3.1. Accepted report writing conventions are applied to production of report

3.2. Information on which to base the report is collected

3.3. Brief reports on workplace topics are written following accepted organisation and industry standards

Required skills

highly-developed communication skills to:

determine and confirm information, using active listening and questioning for confirmation

participate in interviews and meetings

empathise with others

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

effective interpersonal skills

research skills

numeracy and IT skills to:

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

use internet information

well-developed literacy skills to:

read and interpret documentation from a variety of sources and record and consolidate relevant related information

draft reports

Required knowledge

conventions for writing minutes

listening and questioning techniques

meetings procedures

report writing conventions

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.

Overview of assessment

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

Evidence of the ability to:

produce accurate and clear reports

demonstrate listening and questioning skills.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisation policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports.

Guidance information for assessment

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.

Meeting procedures may include:

formal conventions of meetings such as:

addressing the chair

only one person speaking at once, no interrupting

putting forward motions

taking minutes

undertaking role of chair including addressing participants, maintaining control of proceedings, following proceedings and managing voting procedures

voting.

Listening techniques may include:

paying attention

using culturally appropriate body language and gestures to convey attention

reflecting back what has been said to show understanding

avoiding interruptions

responding with respect and understanding.

Purpose of the interview may include:

discipline

employment

information gathering

promotion.

Preparations may include:

carrying out relevant research

formulating questions

writing agendas.

Report writing conventions may include:

justifying recommendations

making sure the conclusions are based on the information presented

noting attachments and appendixes

using accepted structure for the report.

Unit sector

Personal injury management

This unit contains employability skills.