This unit of competency involves the skills and knowledge required to interact with people internally and externally through verbal, non-verbal and written communication and to follow verbal and written instructions in the work place. It includes communicating verbally and non-verbally with clients, giving and receiving instructions, taking part in group discussions, participating in informal meetings and preparing to process routine correspondence and records.

The unit is applicable to all personnel but has a specific focus on the communication skills required by individuals at entry level in public safety organisations.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Communicate verbally

1.1

Language used in communications is clear, concise and appropriate to client, assignment and organisational requirements

1.2

Active listening skills and questioning techniques are used to clarify issues

1.3

Established communication methods are used for routine and non-routine communications

2

Communicate non-verbally

2.1

Non-verbal communication is positive, culturally appropriate and tailored to the audience

2.2

Non-verbal communication is consistent with verbal communication

3

Communicate with clients

3.1

Questioning, learning and summarising skills are used to establish client needs

3.2

Client needs are addressed, in accordance with organisational policy and procedures

3.3

Confidentiality is observed, in accordance with organisational policies and procedures

4

Give and receive instructions

4.1

Instructions received are acted upon within an agreed time frame to meet organisational needs

4.2

Difficulties and/or problem areas are identified and communicated to appropriate personnel in a timely manner

4.3

Clarification of instructions is sought from appropriate personnel

4.4

Instructions are relayed clearly, concisely and accurately and confirmation is obtained

5

Take part in group discussions and informal meetings

5.1

Contributions are made when in small informal group activities and meetings to facilitate organisational outcomes

5.2

Responses are sought from and provided to other group members in a constructive way

5.3

Views and opinions of individuals or group are obtained, acknowledged and accurately represented to others, as required

6

Prepare and process routine written correspondence, notes and records

6.1

Information and ideas are presented in a format, language and time frame to meet organisational requirements

6.2

Presentation of written documents meets organisational standards of style and accuracy

6.3

Documents are processed to comply with organisational policies and procedures and legislative requirements

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

Public Safety

Community