ELEMENT

PERFORMANCE CRITERIA

1. Handle routine enquiries

1.1 Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards.

1.2 Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures.

1.3 Effective listening and speaking skills are employed including confirming understanding.

1.4 An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures.

1.6 Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security.

2. Follow and relay routine instructions

2.1 Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader.

2.2 Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures.

2.3 Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required.

2.4 Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements.

2.5 Established communication channels are used as required.

3. Engage in workplace discussions

3.1 Oral interactions with other staff are used to exchange information, explore issues and solve routine problems.

3.2 Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements.

3.3 Meeting protocols are observed and colleagues are encouraged to participate where relevant.

3.4 Issues and ideas which affect work within the group are raised with the appropriate person.

3.5 Unresolved conflicts which affect work in the group are referred through the appropriate channel.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

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 - reading non-verbal cues especially those relating to culture, ethnicity, emotional state

using communication technology such as telephones, computers with audio, message bank, answering machines, email, short message service, pagers

responding to diversity, including gender and disability

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

legislation, 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

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health, safety and environmental requirements in the context of workplace communication

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to any of the generalist public sector specific units at Certificate II or above, particularly:

PSPGOV201B Work in a public sector environment

PSPGOV203B Deliver a service to clients

PSPGOV204B Access and use resources

PSPGOV205B Participate in workplace change

PSPGOV206B Handle workplace information

PSPGOV207B Use technology in the workplace

PSPGOV208A Write routine workplace materials

PSPOHS201B Follow workplace safety procedures

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

routine communication techniques used in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to workplace communication

case studies and workplace scenarios to capture the range of verbal communication situations likely to be encountered in the public sector

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment, or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when using routine workplace communication techniques, including coping with difficulties, irregularities and breakdowns in routine

routine communication techniques used in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations.

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Enquiries may be:

face-to-face

by telephone

via technology and other media, such as:

computers

email

short message service (SMS)

facsimile

pagers

teletype machines

from internal or external clients

routine in nature and related to the immediate work area

Responsive action may include:

passing on messages for someone else

responding immediately

referring to others for action

noting enquiry for later follow-up

file notes

Listening and speaking skills may include:

open and closed questions

listening for central ideas

giving feedback on understanding

re-phrasing

paraphrasing

summarising

clarifying

active listening

using silence to elicit additional information

congruent verbal and non-verbal communication messages

using and recognising body language

considering how information applies in different situations or to different people

Understanding of individual differences may include:

tailoring communication to meet cultural, ethnic, religious, language, gender or age differences, disabilities, etiquette

using culturally appropriate body language and gestures

interpreting emotional and cultural cues

Instructions may include:

supervisor/team leader's instructions

work unit/organisation guidelines and procedures

occupational health and safety procedures

corporate style manuals/guidelines

safety signs and warning labels

manufacturer's/operating instructions/technical instructions

Meeting protocols may include:

following agenda

speaking through chair

being prepared to present information for particular agenda items