ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Communicate information about routine tasks, processes, events or skills

1.1

Appropriate form of communication is selected and used to meet required purpose

1.2

Effective listening skills are used

1.3

Questions are used to gain additional information and to clarify understanding

1.4

Sources of information relevant to communication are identified

1.5

Information is selected and sequenced correctly

1.6

Verbal and written reporting is undertaken as required

1.7

Communication is undertaken in familiar and unfamiliar situations, and with familiar and unfamiliar individuals and groups

2

Participate in group discussions to achieve appropriate work outcomes

2.1

Responses are sought from and ideas are shared with others in the group

2.2

Constructive contributions are made in terms of the process involved

2.3

Goals or outcomes are communicated and/or recorded

3

Represent group views to others

3.1

Group views and opinions are interpreted and clarified as required

3.2

Context of and reasons for representing group views to others are confirmed and explained

3.3

Groups views and opinions are accurately reflected in representation to others

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating and working effectively with others when completing basic work activities

completing relevant documentation

modifying communication activities depending on operational contingencies and environments

operating electronic communications equipment to required protocol

reading, interpreting and following relevant instructions, procedures and information

reporting and/or rectifying identified problems in communication promptly, in accordance with workplace procedures

responding appropriately to cultural preferences in the workplace, including modes of behaviour and interactions with others.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

basic communication techniques including barriers to effective communication and how to overcome them

basic principles of effective communication

protocols and procedures for communicating with others using relevant workplace technology

relevant procedures and duty of care requirements

techniques for communicating effectively with people whose first language is not English

techniques for communicating effectively with people whose understanding of English is limited

typical communication problems and appropriate action and solutions.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.