This unit applies to effective communication in more formal on-site or small group situations where ideas are defined and specific outcomes are sought. The topics covered are often formally identified and records may be kept. Interviews could include job recruitment and progression, performance reviews, grievance, etc.

This unit does not cover the skills needed for participation in formal group processes such as meetings which are covered by Unit MEM16001B (Give formal presentations and take part in meetings).

For interviews associated with training and assessment, refer to the appropriate units.

Band: A

Unit Weight: 4

ELEMENT

PERFORMANCE CRITERIA

1. Plan and conduct interviews

1.1. Interview is planned and initiated to achieve a specified purpose.

1.2. Suitable questions appropriate to the purpose are used.

1.3. Discretion and confidentiality are exercised where appropriate.

2. Participate in interviews

2.1. Appropriate preparation is undertaken.

2.2. Active listening skills are employed.

2.3. Self-presentation is applied appropriate to the purpose.

2.4. Questions are asked where appropriate.

2.5. Follow-up activities are clarified and reported in accordance with standard operating procedure.

3. Take part in negotiations

3.1. Language appropriate to the other party is used.

3.2. Own and others' needs/wants are stated and clarified.

3.3. The views of fellow employees, including own group or team, are represented to others.

3.4. The appropriate communication medium is selected.

3.5. Follow-up activities are clarified and reported in accordance with standard operating procedures.

Required skills

Look for evidence that confirms skills in:

planning and formatting interviews

developing open and closed interview questions to gain required information

building rapport

maintaining discretion and confidentiality

preparing for interviews

using active listening skills

identifying interview goals

identifying selection/assessment criteria

clarifying follow-up activities

reporting follow-up activities

using appropriate language to the other party(s)

clarifying needs/wants of others

representing the views of fellow team or group members during negotiations

selecting appropriate communication media during the negotiations

Required knowledge

Look for evidence that confirms knowledge of:

the purpose of the interview

the assessment criteria for the interview

the procedures to be followed in planning and conducting the interview

the detail/information to be obtained from the interview

questions appropriate to the detail/information to be obtained

active listening techniques that can be applied in interview situations

the effect(s) of the individual's presentation during the interview upon the interview

the effect(s) of the timing of questions on the interviewee

the need to follow-up issues raised during the interview and negotiations

the procedures for reporting the outcomes of follow-up activities

the parties to be involved in the negotiations

the reasons for using appropriate language

the reasons for maintaining confidentiality

the reasons for clarifying the needs/wants of others

the needs/wants of the individual

the views of fellow team or group members

a range of communication media

the appropriate communication medium

safe workplace practices

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

A person who demonstrates competency in this unit must be able to conduct formal interviews and negotiations.

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

Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts.

Context of and specific resources for assessment

This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate.

This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with conducting formal interviews and negotiations or other units requiring the exercise of the skills and knowledge covered by this unit.

Method of assessment

Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.

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.

Preparation

Identifying and inviting co-interviewers

Planning interview

Preparation of interview room

Accessing required documents and materials

Introductions and explanations

Active listening skills

Appropriate body language

Acknowledgements

Clarification questions

Appropriate responses

Communication medium

Face-to-face meeting

Telephone

Email

Written

Advocacy

Unit sector

Communication

This unit contains employability skills.