Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Receive and process oral communication from clients | 1.1. Demonstrate the accommodation of culturaldifferences in communication 1.2. Receive and clarify oral messages in a courteous manner 1.3. Log a written message according to organisationalguidelines 1.4. Send the message to the required person using an appropriate method |
2. Receive and process written communication | 2.1. Receive and process written communication, from clients 2.2. Demonstrate the use of equipment to manage messages |
3. Respond to incoming telephone calls | 3.1. Answer telephone calls promptly according to the organisational requirements 3.2. Determine and confirm the callers' requests and next actions 3.3. Record messages according to the organisationalguidelines 3.4. Maintain records of documentation and reports associated with incoming calls |
4. Make telephone calls | 4.1. Look up client details for the correct telephone number 4.2. Call the client using the appropriate greeting 4.3. Deliver the message to the client and finalise the telephone call appropriately |
Required Skills
Required skills |
Basic customer service in relation to obtaining information Negotiation skills in relation to other team members and applied to a defined range of predictable problems Low-level decision making skills Ability to convey meaning clearly, concisely and coherently Literacy skills in regard to basic workplace documentation Use of various recording and reporting media Plain English literacy and communication skills in relation to dealing with clients and colleagues Telephone answering skills Computer use and email receipt and response skills |
Required knowledge |
Basic knowledge of acceptable work practices and working environment Basic office procedures Basic understanding of organisational systems Organisational guidelines on communications, response times and protocols |
Evidence Required
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 following is essential: Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements; clarify and document client information and refer to correct area of responsibility for action. To demonstrate competency in this unit the person will require access to: Personal computer Incoming and outgoing telephone facilities Email and word processing facilities |
Context of and specific resources for assessment | The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied. Assessment must ensure: Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic. Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team. |
Method of assessment | The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1. Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency. Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: ICAW2001B Work effectively in an IT environment ICAW2002B Communicate in the workplace ICAW2011B Work individually or in a team to achieve organisational goals An individual demonstrating this competency would be able to: Demonstrate basic operational knowledge in a moderate range of areas Apply a defined range of skills Apply known solutions to a limited range of predictable problems Perform a range of tasks where choice between a limited range of options is required Assess and record information from varied sources Take limited responsibility for own outputs in work and learning Maintain knowledge of industry products and services |
Range Statement
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. | |
Organisational guidelines may include but are not limited to: | guidelines that include telephone documentation procedures written documentation procedures organisation manuals policy on client liaison |
Culturaldifferences may include but are not limited to: | the way people interact with each other content, style and design of emails business documents |
Organisational requirements may include but are not limited to: | personal use of emails and internet access content of emails downloading information and accessing particular websites opening mail with attachments virus risk dispute resolution document procedures and templates communication methods response times financial control mechanisms |
Written communication | Written communication may include but is not limited to letters, email, memos |
Equipment may include but is not limited to: | workstations personal computers modems and other connectivity devices printers DSL modems hard drives monitors switches hubs personal digital assistant (PDA) other peripheral devices |
Client may include but is not limited to: | internal departments external organisations individual people and including colleagues internal employees |
Documentationand reports | May include audit trails, naming standards, version control, project management templates and report writing styles will vary according to organisational approach. Information gathering processes may have associated templates |
Sectors
Unit sector | Documentation |
Employability Skills
This unit contains employability skills. |
Licensing Information
Refer to Unit Descriptor