Work is carried out in accordance with relevant regulations and workplace procedures.

Work is performed under some supervision, generally within a team environment. It involves the application of established communication principles and practice and the use of local technical and colloquial language and vocabulary in day-to-day communications.

ELEMENT

PERFORMANCE CRITERIA

1Communicate effectively to achieve required work outcomes

1.1 Effective listening skills are demonstrated

1.2 Questions are used to gain additional information and to clarify understanding

1.3 Information received is understood, interpreted, and accurately communicated and/or reported with due observation of ethics and protocols required of users

1.4 Communication is undertaken in varying situations and with familiar and unfamiliar individuals and groups

1.5 Appropriate protocols and procedures are followed when using communications systems during emergencies

1.6 Responses are sought and provided to others in a timely manner

2Work with others

2.1 Forms of communication appropriate to the activity are used

2.2 Assistance in the completion of the activities is requested where appropriate

2.3 Contributions to the achievement of a required outcome are made

2.4 Work is undertaken in accordance with specified procedures on an individual and shared basis as appropriate

2.5 Problems are discussed and resolved where possible through agreed and accepted processes

2.6 Suggestions for improvements to processes are made and discussed within the team in accordance with workplace procedures

3Communicate using technology

3.1 Communication system features and control functions are identified

3.2 Appropriate equipment is selected as fit for purpose for intended communication

3.3 Equipment is optimised for communication according to organisational procedures and policies

3.4 Equipment is operated safely in accordance with manufacturers instructions, workplace procedures and (any) regulatory requirements

4Operate communication systems

4.1 Telephone and radio security is maintained in accordance with workplace procedures

4.2 Where relevant, channel selection is appropriate for the location and type of communication

4.3 Where applicable, communication systems are used to communicate with passengers and crew as per standard operating procedures

5Maintain operational status of communication equipment

5.1 Equipment is checked and maintained in working order in accordance with workplace procedures

5.2 Minor communications equipment faults are promptly identified, diagnosed, and repaired or reported in accordance with workplace procedures

5.3 Faulty communications equipment is reported and/or recorded in accordance with workplace procedures

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant OH&S responsibilities

Protocols and procedures for communicating with others using relevant communication technology including the use of public address (PA) systems on electric passenger trains

Features of various communications systems

Pre-operational checks for communications systems and equipment

Minor routine maintenance procedures for communications equipment

Typical problems that may occur when using communications systems, and appropriate action and solutions

Basic communication techniques including barriers to effective communication, and how to overcome them

Techniques for communicating effectively with customers with special needs

Instructions, procedures, information and signs relevant to working with others as a team

Procedures for promptly reporting and/or rectifying any identified misunderstandings and problems that can occur in the workplace, and appropriate ways of dealing with them in accordance with regulatory requirements and workplace procedures

Required skills:

Communicate effectively with others using available communications equipment

Read and interpret instructions and procedures relevant to the use of communications equipment

Interpret and follow operational instructions and prioritise work

Identify and use required communication technology

Work collaboratively with others when using communications equipment

Promptly report and/or record and/or rectify any identified problems, faults or malfunctions that may occur when using communications equipment in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may arise when using communications equipment

Plan own communication construction including predicting consequences and identifying improvements

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without damage to equipment

Operate and adapt to differences in communication equipment in accordance with standard operating procedures

Monitor performance of communication equipment and take appropriate action if required

Operate electronic communication equipment to required protocol when communicating with others in the workplace

Work collaboratively with others

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Assessment must include exercises which demonstrate competent performance of the following in a range of situations:

communicating effectively in different workplace situations

actively contributing to achieving workplace outcomes

using communication systems correctly while employing appropriate protocols

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

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

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Communications may occur:

in a workplace, terminal or depot

on a train

on a station/platform

Communication systems may include:

fixed phone systems

mobile phone, both on person or hands-free

radios including personal, hand-held or vehicle-mounted

communication systems on electric passenger trains

Workplace communication may include:

active listening

two-way conversation

questioning to obtain information and/or clarify information and understanding

routine oral and/or written reporting

Communication problems may include:

interpretation of special needs of customers

misunderstanding

limited ability of others to communicate in English

noisy environments or communications channels

illegible writing or print

use of non-standard vocabulary

incorrect assumption that message has been received and/or correctly understood

not following correct communication protocols and procedures

inability to use required technology to organisational requirements

Communication may be with:

workplace personnel

passengers

managers

supervisors/team leaders

private and/or public sector security personnel

police and other emergency services personnel

English-speaking persons

people from non-English speaking backgrounds

people with special needs

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documentation may include:

workplace communication procedures, protocols, checklists and instructions

manufacturers specifications for communications equipment

communication records

relevant codes of practice including the industry safety code

legislation, regulations and related documentation

standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant Australian and state/territory OH&S legislation

relevant anti-discrimination legislation

This unit contains employability skills.