Application
This unit describes the skills required to apply communication techniques for interacting with internal and external clients in the workplace. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions.
This unit applies to those working as generalist or specialist public sector workers but may be applied to other similar roles.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.
Those undertaking this unit would work under supervision and in a team environment while performing routine tasks in mostly familiar contexts.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section. |
1. Handle routine enquiries | 1.1 Respond to enquiries and record details. 1.2 Determine urgency of the enquiry and respond or refer the matter promptly. 1.3 Employ effective listening and speaking skills including confirming understanding. 1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace. 1.5 Resolve or refer problems. 1.6 Make and store records of verbal enquiries and resulting action. |
2. Follow and relay routine instructions | 2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader. 2.2 Refer difficulties in understanding instructions for clarification. 2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required. 2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements. 2.5 Use established communication channels as required. |
3. Engage in workplace discussions | 3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems. 3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements. 3.3 Observe meeting protocols and encourage colleagues to participate where relevant. 3.4 Raise issues and ideas which affect work within the group with the appropriate person. 3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.
speaking and listening relating to routine communication exchanges
eliciting and giving factual information
clarifying meaning, exploring issues and problem solving or referral
listening for relevant information from oral discussions
taking personal notes
observing and reading non
using communication technology including telephones, computers with audio, message bank, answering machines, email, short message service, pagers
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to workplace communication in the public sector
principles of effective communication
knowledge of organisation processes
procedures manuals for dealing with enquiries
channels of communication
organisational etiquette for oral communication
conflict resolution techniques
Assessment Conditions
This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels as indicated for successful attainment of the unit.
Further information on ACSF and the foundation skills underpinning this unit can be found in the Foundation Skills Guide on the GSA website.
Competency Field
General