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

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

This unit covers activities where a number of different communication systems are used concurrently, including radios, fixed-line and mobile telephones and computers.

ELEMENT

PERFORMANCE CRITERIA

1 Apply OH&S principles

1.1 Information on OH&S requirements when using electronic communication equipment is accessed and interpreted

1.2 Posture and ergonomic settings of chair and workstation are adjusted following OH&S guidelines

1.3 OH&S and organisational guidelines on the use of periods of rest and exercise are followed when using electronic communications equipment

2 Identify electronic communication equipment and systems

2.1 Types of electronic communication equipment, component parts and accessories used in the work area are identified

2.2 Applications for workplace activities of the different electronic communication systems and, where applicable, related software are interpreted

2.3 Routine faults in operating systems, software applications and operator errors are identified and reported, where necessary

3 Identify communication equipment features

3.1 Electronic communication system features and control functions are identified

3.2 Electronic communication equipment is set up to optimise communication

3.3 Where relevant, appropriate communication system is selected

4 Enter data

4.1 Where required, text and numeric data are entered into a communication system using appropriate technology

4.2 Entered information is checked and corrected

5 Use communications equipment

5.1 System checks are carried out to confirm communication system is operational in accordance with organisational requirements

5.2 Communication system is operated safely in accordance with organisational procedures and regulatory requirements

5.3 Communication system’s security is maintained in accordance with organisational procedures

5.4 Where relevant, communication system appropriate for the location and type of communication is selected

5.5 Messages are transmitted clearly, unambiguously and precisely with due observation of ethics and protocols required of users in accordance with organisational procedures

5.6 Messages are received, interpreted and recorded according to operating procedures and regulatory requirements

6 Complete documentation

6.1 Appropriate records of communications are maintained in accordance with organisational procedures

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

OH&S risks and hazards when using communication systems

Procedures for the use of communication systems in the workplace

Problems that can occur when using communication systems and associated corrective actions

Protocols and procedures for communicating with others using relevant communication technology

Procedures and protocols for the use of communication systems during an emergency

Features of various communications systems

Basic communication techniques, including barriers to effective communication and how to overcome them (e.g. with linguistically diverse people)

Required skills:

Communicate effectively with others using available communications equipment

Complete documentation related to work activities when using communications equipment

Identify and use required communication technology

Use appropriate numeric functions when entering data into a computer system

Identify and report problems, faults and malfunctions that may occur when using communications equipment in accordance with workplace procedures

Apply precautions and required action to minimise, control or eliminate potential OH&S hazards during the use of communications equipment

Prioritise communication activities depending on differing operational contingencies, risk situations and environments

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

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

RANGE STATEMENT

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

Communication systems may include:

fixed telephone systems

mobile telephone, both on person or hands-free

fax machines

radios

ACOMS

computer applications

Interpersonal communication may include:

active listening

two-way conversation

questioning to obtain information and clarify information and understanding

routine oral reporting

Communication difficulties may include:

misunderstanding

limited ability of others to communicate in English

noisy environments or communication channels

illegible writing or print

use of non-standard vocabulary

assumption that message has been received and/or correctly understood

not following correct communication protocols and procedures

Communication may be with:

train drivers and crews

other workplace personnel and rail safety workers

passengers

customers

security personnel

police and other emergency services personnel

other professional or technical staff

local government authorities

Organisational procedures may be known as:

company procedures

enterprise procedures

workplace procedures

established procedures

standard operating procedures

Information and documentation may include:

workplace communication procedures, protocols, checklists and instructions

manufacturer specifications for communications equipment

communication records, including voice logs

client instructions

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant regulations, standards and codes of practice

Rail Safety Act

dangerous goods and freight regulations and codes

relevant federal, state and territory OH&S legislation

environmental protection regulations

This unit contains employability skills.