ELEMENT

PERFORMANCE CRITERIA

1. Prepare for complex communication

1.1 Communicationobjectives are clarified, those to be present are confirmed and communication mode is identified

1.2 Analysis is undertaken to anticipate the likely positions to be taken by those present on the matters under discussion

1.3 Subject matter is researched/organised, key points to be conveyed are identified and recorded, and information to counter other positions is summarised

1.4 Requirements of legislation, policy and guidelines relevant to the discussion are identified and incorporated

2. Analyse and respond to opinions

2.1 Discussion is evaluated to identify impartiality, bias or unsupported argument

2.2 Points of view of other speakers are noted and information to counter opposing views is presented objectively in accordance with required position

2.3 Reaction to speakers and their point of view is analysed to identify and manage emotional reactions and maintain objectivity

2.4 Opposing/challenging views are examined for their value in achieving the same ends

2.5 Active listening and questioning are used to clarify own understanding, challenge or justify other points of view

3. Present a convincing argument

3.1 Communication approach is chosen and used to suit the given audience

3.2 Prepared position is asserted with conviction and purpose

3.3 Verbal and non-verbal behaviour are adjusted to maintain listener interest if the audience is unresponsive

3.4 Questions are used to elicit feedback and check audience understanding

3.5 Audience questions and argument are responded to objectively, and answers are backed by reasoned explanation

3.6 Agreement is negotiated where possible, concluding with a summary of agreed items

4. Develop a range of communication strategies

4.1 Feedback from others is obtained and the outcomes of communication are assessed

4.2 Lessons learnt are recorded and used to underpin future interactions

4.3 Languagestructures and features that influence audiences to a preferred point of view are developed and practised

4.4 Communication strategies are explored and practised for a range of workplace applications in accordance with organisational requirements

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

Skill requirements

Look for evidence that confirms skills in:

applying legislation, regulations and policies relating to communication in the public sector

analysing and using language structures and features that influence the interpretation of spoken communication

interacting confidently with groups on familiar topics in formal and informal workplace situations

speaking with confidence and listening critically

clarifying meaning, exploring issues and problem solving

responding to diversity, including gender and disability

applying procedures relating to occupational health and safety and environment in the context of high-level communication

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

legislation, regulations, policies, procedures and guidelines relating to communication in the public sector

the power and effect of spoken language

knowledge of organisation processes and hierarchy

techniques to deal with opposing views and positions

emotional intelligence techniques

organisational protocols and etiquette for communication in meetings

communication strategies to suit different audiences, such as workgroup, organisational, inter-agency

ways to influence the interpretation of spoken communication

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of high-level 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 unitsthat must be achieved prior to this unit:Nil

Co-requisite unitsthat 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:

PSPETHC501B Promote the values and ethos of public service

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPGOV507A Undertake negotiations

PSPGOV508A Manage conflict

PSPGOV511A Provide leadership

PSPGOV514A Facilitate change

PSPGOV515A Develop and use political nous

PSPGOV516A Develop and use emotional intelligence

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHS501A Monitor and maintain workplace safety

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

use of complex communication strategies 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 public sector communication

current theory and practice on influencing skills for the public sector

case studies and workplace scenarios to capture the range of situations likely to be encountered when using complex communication strategies

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 complex communication strategies, including coping with difficulties, irregularities and breakdowns in routine

complex communications strategies 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 italics in the Performance Criteria is explained here.

Communication objectives may be to

share information

reach consensus

contribute to policy

represent the business unit's position/interests in internal negotiations

resolve differences

negotiate a joint position/compromise

build reputation (of self and organisation/business unit)

market services

Those to be present may include

peers

colleagues

those senior or junior to the position

staff from other agencies

Mode of communication may include

telephone

teleconference

video conference

Internet (online forums)

face-to-face

one-on-one, or in a group

forum, seminar or conference

Organisation of subject matter may include

identifying features, advantages and benefits and aligning evidence/examples

anticipating likely disagreements and structuring material to address these

Legislation, policy and guidelines may include

State/Territory and Commonwealth legislation, regulations, policies, guidelines and standards relating to exchange of information in the public sector, such as:

ethics and accountability guidelines/codes of practice

information security standards

principles of equal employment opportunity, equity and diversity

freedom of information and privacy.

intellectual property

fraud standards

professional liability

Reaction to speakers may include

own reaction

others present

Communication approach may include

catering to political sensitivities

working within government processes and operational frameworks

balancing debate and action

consideration of wider organisational/public sector issues

speaking with confidence

cultural, ethnic, diversity or equity considerations

consultative

collaborative

assertive

reasonable

humorous

Verbal and non-verbal behaviour may include

inclusive language, ideas and information

congruent speech and body language

speaking with confidence

impartiality

responsiveness

drawing on different sources of information

Language structures and features may include

use of metaphors and similes

use of analogy, imagery and other comparisons

use of passive voice

using personal names repeatedly to convey intimacy or sincerity

tone, style and point of view

Working in Government

This unit contains employability skills.