Application
This unit describes the skills and knowledge required to interact effectively with others – external clients and internal staff, such as giving or responding to spoken instructions, responding to customer queries and complaints, negotiating with co-workers and management, explaining a workplace procedure, or taking telephone calls from the general public or internal staff.
This unit applies to individuals who need oral communication skills at Australian Core Skills Framework (ACSF) level 3 to undertake a vocational training pathway or workplace tasks.
This unit is designed for integration and contextualisation with vocational units to support achievement of vocational competency.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Element | Performance Criteria |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Prepare to interact with others at work | 1.1 Identify the audience and purpose of the interaction 1.2 Identify the oral communication strategies for spoken interaction |
2. Participate in interactions with others at work | 2.1 Use oral communication strategies to communicate effectively 2.2 Use appropriate grammar, vocabulary and pronunciation 2.3 Use appropriate non-verbal communication strategies |
3. Review own performance | 3.1 Seek feedback on effectiveness of interaction with others at work 3.2 Evaluate own performance to identify strategies for improvement |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance | Description |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |
Sectors
Oral Communication