The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package. This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible. | |
Prerequisite Unit/s | Nil |
ELEMENT | PERFORMANCE CRITERIA |
1. Communicate verbally | 1.1 Language used in all communications is clear concise and appropriate to client, assignment and organisation's requirements 1.2 Active listening skills and questioning techniques are used to clarify issues 1.3 Established communication pathways are used for routine and non-routine communication |
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 The needs of clients are addressed in line with organisation's policy and procedures 3.3 Confidentiality is observed in accordance with organisation's policies and procedures |
4. Give and receive instructions | 4.1 Instructions received are acted upon within an agreed time frame and to meet organisation needs 4.2 Difficulties/problem areas are identified and communicated to the appropriate person in a timely manner 4.3 Clarification of instructions is sought from the appropriate person 4.4 Instructions are relayed clearly, concisely and accurately and confirmation of understanding obtained |
5. Take part in group discussions and informal meetings | 5.1 Contributions are made in small informal group activities and meetings to facilitate 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 a group are understood, acknowledged and accurately represented to others where required |
6. Prepare and process routine written correspondence notes and records | 6.1 Information and ideas are presented in a format, language and timeframe to meet organisation's requirements 6.2 Presentation of written documents meets organisation's standards of style and accuracy 6.3 Documents are processed to comply with legislative requirements and organisation's policy and procedures |
This describes the essential skills and knowledge and their level, required for this unit. |
Required Skills |
communicate in group setting follow written instructions give and receive verbal instructions interact with clients use information technology effectively |
Required Knowledge |
effective non verbal communication techniques effective verbal communication techniques group communication techniques small group dynamics written communication skills |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | It is essential for this unit that competence be demonstrated in effectively interacting with clients and communicate verbally and non verbally Consistency in performance Evidence should be gathered over a period of time in a range of actual or simulated workplace environments |
Context of and specific resources for assessment | Context of assessment A combination of oral or written presentations observations on the job and/or in a simulated workplace environment Specific resources for assessment No special requirements |
Guidance information for assessment | Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package. |
The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. | |
Clients may include | external internal representatives of other organisations representatives of non government organisations contractors members of the public persons from culturally and linguistically diverse backgrounds people with hearing/vision impairments |
Instructions may include | verbal non verbal written and may include requests directions |
Modes of communication may include | written face to face radio mobile telephone land line telephone facsimile information technology systems signalling systems pamphlets translated in other languages for persons from culturally and linguistically diverse backgrounds Auslan gestures use of interpreters signals visual signalling re vessels helicopter signals fixed plane signals signalling to vessel skipper re anchoring, towing etc |
Client needs may include | information advice directions assistance |
Workplace may include | office in the field workshop operational area surf or ocean environment blue water coastal areas, barrier reef bars and bar crossings |
Non verbal communication may include | body language gestures and signals |
Routine correspondence may include | brief notes documents number of themes covered in document would be simple and limited |
Not applicable.
This unit contains employability skills. |
Not applicable.