Application
This unit of competency covers the ability to receive and pass on written and oral messages, provide relevant information in response to requests within timelines and demonstrate effective interpersonal skills.
This unit of competency is applicable to laboratory assistants and instrument operators working in all industry sectors.
While no specific licensing or certification requirements apply to this unit at the time of publication, laboratory operations are governed by relevant legislation, regulations and/or external accreditation requirements. Local requirements should be checked.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Receive and act upon instructions | 1.1 | Listen attentively to instructions and respond appropriately |
1.2 | Clarify instructions to ensure a complete understanding of the task | ||
2 | Receive and convey messages | 2.1 | Receive verbal and written messages and respond appropriately |
2.2 | Record and convey information so that messages are understood | ||
3 | Demonstrate appropriate interpersonal skills | 3.1 | Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements |
3.2 | Demonstrate effective interpersonal skills during everyday interactions | ||
4 | Provide appropriate information | 4.1 | Deal with inquiries in accordance with workplace customer service requirements |
4.2 | Establish details of inquiry by questioning and summarising | ||
4.3 | Access and provide relevant information that meets own authorisation and confidentiality requirements | ||
4.4 | Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility | ||
4.5 | Complete all workplace documents legibly and accurately in accordance with workplace procedures |
Evidence of Performance
Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:
using available communication equipment effectively, including, but not limited to, telephone, online and hard copy directories, email, intranet and internet
responding to calls and messages and receiving and passing on written and oral messages within accepted workplace timelines
listening attentively and clarifying messages and instructions to confirm their meaning
locating relevant sources of information
providing accurate and timely information using appropriate terminology
completing workplace documents legibly and accurately
communicating effectively with people from different organisational levels and diverse cultural backgrounds
promoting cooperation through effective personal interactions.
Evidence of Knowledge
Must provide evidence that demonstrates knowledge of:
communication protocols, workplace customer service standards and procedures
principles of effective interpersonal interactions
colloquial, scientific and technical terminology appropriate to the level expected in the workplace for the job role
standard operating procedures (SOPs) for routine technical tasks undertaken by candidate
work health and safety (WHS) and environment requirements
equal opportunity, anti-discrimination and anti-harassment requirements
workplace organisational structure, products, services and major customers
layout of workplace and laboratory, and role of laboratory services.
Assessment Conditions
Judgement of competence must be based on holistic assessment of the evidence. Assessment methods must confirm consistency of performance over time, rather than a single assessment event.
This unit of competency is to be assessed in the workplace, or a simulated workplace environment. A simulated workplace environment must reflect realistic operational workplace conditions that cover all aspects of workplace performance, including the environment, task skills, task management skills, contingency management skills and job role environment skills.
Foundation skills are integral to competent performance of the unit and should not be assessed separately.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Knowledge evidence may be collected concurrently with performance evidence or through an independent process, such as workbooks, written assessments or interviews (provided a record is kept in each case).
This unit of competency may be assessed with:
MSL933002 Contribute to the achievement of quality objectives
Holistic assessment methods include:
review of messages and workplace documentation prepared by the candidate
performance feedback from peers, customers and supervisors
observation of the candidate's performance of a wide range of technical and administrative tasks
questioning to assess understanding of workplace procedures.
Access is required to instruments, equipment, materials, workplace documentation, procedures and specifications associated with this unit, including, but not limited to:
workplace procedures and documents
communication equipment, including telephone, online and hard copy directories, email, intranet and internet.
Assessors must satisfy the assessor competency requirements that are in place at the time of the assessment as set by the VET regulator.
The assessor must demonstrate both technical competence and currency.
Technical competence can be demonstrated through:
relevant VET or other qualification/Statement of Attainment AND/OR
relevant workplace experience.
Currency can be demonstrated through:
performing the competency being assessed as part of current employment OR
having consulted with a laboratory about performing the competency being assessed within the last twelve months.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. | |
Standards, codes, procedures and/or workplace requirements | Standards, codes, procedures and/or workplace requirements include the latest version of one or more of: Australian and international standards and codes relevant to the laboratory’s operations, scope of testing and covering safety in laboratories, and quality and environmental management national work health and safety (WHS) standards and codes of practice standard operating procedures (SOPs), laboratory methods, and hazard analysis and critical control points (HACCP) procedures workplace documents, such as job descriptions, job (batch) cards, pick lists, time sheets and logbooks, induction manuals, shift handover reports and material safety data sheets (MSDS) workplace schedules for (daily) production, laboratory services, calibration and maintenance equipment manuals and service logs, and supplier catalogues quality manuals, product specifications and (non-)compliance reports customer service and telephone protocols |
Information | Information includes one or more of: common scientific and technical terminology symbols, charts, signs, written text, tables, graphs and calculations information directories for staff access (personnel and telephone), online databases and CD-ROMs, and online information systems |
Communication | Communication includes interactions with one or more of: managers, supervisors and other laboratory and production personnel members of the public, customers and clients |
Items of equipment | Items of equipment include one or more of: telephone, two-way radio, PA system and computer (for email, internet) direct display readouts |
Interpersonal communication | Interpersonal communication includes: active listening and effective questioning involving others, tolerating the view of others, attempting to reduce conflict and to negotiate suitable outcomes |
WHS and environmental management requirements | WHS and environmental management requirements include: · complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time · applying standard precautions relating to the potentially hazardous nature of samples accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant |
Sectors
Competency Field
Communication/organisation