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Evidence Guide: AURC270789A - Communicate effectively in the workplace

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AURC270789A - Communicate effectively in the workplace

What evidence can you provide to prove your understanding of each of the following citeria?

Write routine texts

  1. Routine texts of one or more sentences are composed in accordance with workplace requirements
  2. Routine forms are completed in accordance with workplace requirements
  3. Spelling, punctuation and grammar rules are followed
  4. Texts are self-checked for accuracy and presented for progress checks by relevant persons
Routine texts of one or more sentences are composed in accordance with workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Routine forms are completed in accordance with workplace requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Spelling, punctuation and grammar rules are followed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Texts are self-checked for accuracy and presented for progress checks by relevant persons

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Read routine documents

  1. Purpose of the text is understood and described
  2. Main points or ideas presented are described
  3. New technical words are comprehended
  4. The meaning of key words and phrases are explained
Purpose of the text is understood and described

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Main points or ideas presented are described

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

New technical words are comprehended

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The meaning of key words and phrases are explained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to workplace communications

  1. Information is accessed to ensure effective communication when sending or receiving information
  2. Assistance is provided to colleagues in the workplace to foster common understanding
  3. Requests for information from colleagues are met
  4. Documents are kept and maintained in accordance with workplace/enterprise procedures and government legislation
Information is accessed to ensure effective communication when sending or receiving information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assistance is provided to colleagues in the workplace to foster common understanding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Requests for information from colleagues are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documents are kept and maintained in accordance with workplace/enterprise procedures and government legislation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply basic computer skills

  1. Computer is turned on according to manufacturer/ component supplier specifications or workplace procedures
  2. Software is loaded or selected from menu
  3. File is identified and selected or new file is produced
  4. Information is entered, edited or deleted using an input device and within workplace designated speed and accuracy requirements
  5. Document is saved regularly to avoid loss of information
  6. Document is proof read and amended for accuracy
  7. Document is produced in required style and format
  8. Document is printed
  9. File is saved and closed and program closed or exited according to manufacturer/component supplier specifications or workplace procedures
  10. Computer is turned off according to manufacturer/ component supplier specifications or workplace procedures
  11. OHS guidelines relating to screen-based equipment and computer workstations are observed
Computer is turned on according to manufacturer/ component supplier specifications or workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Software is loaded or selected from menu

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File is identified and selected or new file is produced

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is entered, edited or deleted using an input device and within workplace designated speed and accuracy requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document is saved regularly to avoid loss of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document is proof read and amended for accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document is produced in required style and format

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document is printed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File is saved and closed and program closed or exited according to manufacturer/component supplier specifications or workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Computer is turned off according to manufacturer/ component supplier specifications or workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

OHS guidelines relating to screen-based equipment and computer workstations are observed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate workplace telephone systems

  1. Telephone system functions are used according to enterprise policy
  2. Outgoing calls are completed in accordance with manufacturer instructions and enterprise policy and procedures
  3. Incoming calls are answered promptly and in accordance with enterprise policy and procedures
  4. Calls are transferred or placed on hold
  5. Caller is kept informed of delays and action being taken
  6. Caller details and purpose of call are obtained and documented
  7. Messages are documented and calls promptly returned if required
Telephone system functions are used according to enterprise policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outgoing calls are completed in accordance with manufacturer instructions and enterprise policy and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incoming calls are answered promptly and in accordance with enterprise policy and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are transferred or placed on hold

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Caller is kept informed of delays and action being taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Caller details and purpose of call are obtained and documented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Messages are documented and calls promptly returned if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Overview of assessment

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

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

writing short routine texts using correct spelling, punctuation and grammar

reading, interpreting and applying routine texts in the workplace

interpreting and conveying workplace information

maintaining workplace communications, including documents

applying keyboard skills to prepare and/or edit simple documents using a computer

applying enterprise requirements for document style and format

applying enterprise requirements for electronic storage and retrieval of documents

applying enterprise procedures for incoming and outgoing telephone calls.

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units that form part of the job role or function.

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment.

Evidence is best gathered using the products, processes and procedures of the workplace as the means by which the candidate achieves industry competencies.

The following should be made available:

a workplace or simulated workplace

documentation, such as enterprise or sample policies and procedures manuals related to workplace document style, format and layout, workplace communication procedures, workplace documents, telephone protocols and operating procedures, computer system operating procedures

enterprise or sample stationery, documents and forms

access to enterprise or similar computer hardware and software

access to enterprise or similar telephone system.

Method of assessment

It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons, subject to agreed authentication arrangements.

Guidance information for assessment

Required Skills and Knowledge

Required skills

collect, organise and understand information related to input/ transfer information into a computer and interpreting workplace information

communicate ideas and information utilising plain English literacy and communication skills in relation to writing, reading and understanding workplace documents including basic oral communication skills in relation to conveying and receiving workplace information

plan and organise activities to take or leave a telephone message

work with others and in a team by distributing information to team members

use mathematical ideas and techniques to ensure version control of files and documents is followed

establish diagnostic processes to recognise and clarify information

use workplace technology related to basic computer keyboard skills in relation to opening, editing, closing and printing basic text documents, and basic technical skills in the operation of computer hardware and telephone equipment

Required knowledge

General knowledge of:

enterprise forms, documents and stationery

enterprise policies and procedures in regard to:

workplace document style, format and layout

workplace communication procedures

workplace documents

telephone protocols and operating procedures

computer system operating procedures

legislation or regulations in relation to OHS, particularly for use of screen-based equipment and ergonomic computer workstations

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. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Business types

Enterprise may vary in size, type and location, the range of work activities conducted, hours of operation and the number and type of staff

Staff

Staff may:

be full-time, part-time or casual and vary in terms of training and staffing levels

be operating in routine or busy trading and may include persons from a range of social, cultural or ethnic backgrounds and physical and mental abilities

work in teams or groups of varying size and structure

Communication

Communication may include:

face to face, telephone, written or electronic means

Legislative requirements

Legislative requirements may include:

legislation, regulations or industry codes of practice in relation to OHS, particularly for use of screen-based equipment and ergonomic computer workstations

Policies and procedures

Enterprise policies and procedures may relate to:

workplace forms and documents, computer operating procedures, telephone use and system operating procedures