ELEMENT

PERFORMANCE CRITERIA

1. Develop communication strategies

1.1 Strategies for effective internal and external dissemination of information are developed to meet the organisation's requirements.

1.2 Special communication needs are considered in developing strategies to avoid discrimination in the workplace.

1.3 Communication strategies are analysed, evaluated and revised where necessary to make sure they are effective.

2. Establish and maintain communication pathways

2.1 Pathways of communication are established to meet requirements of organisation and workforce.

2.2 Pathways are maintained and reviewed to ensure personnel are informed of relevant information.

3. Promote the use of communication strategies

3.1 Information is provided to all areas of the organisation to facilitate implementation of the strategy.

3.2 Effective communication techniques are articulated and modelled to the workforce.

3.3 Personnel are given guidance about adapting communication strategies to suit a range of contexts.

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

Required Skills

building relationships

coaching

conflict resolution

listening

negotiation

networking

verbal communication

Required Knowledge

conflict resolution strategies and techniques

language and literacy levels of personnel

negotiation strategies and techniques

possible communication difficulties

range of communication strategies

special communication needs of personnel

techniques for improving communication and listening 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:

Strategies developed suit organisation's core business and different audiences

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

On the job or in a simulated work environment.

Specific resources for assessment

No special requirements.

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.

Special communication needs may include:

persons from culturally and linguistically diverse backgrounds

people with a disability

Strategies to avoid discrimination may include:

emphasis on verbal rather than written communication

simple proformas

plain English documents

provision of individual assistance with reading/writing

Communication strategies may include:

internal and external information requirements

range of content areas

dissemination of organisational information

evaluation and effectiveness