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Evidence Guide: BSBCMM402 - Implement effective communication strategies

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

 

BSBCMM402 - Implement effective communication strategies

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

Receive enquiry

  1. Establish nature of enquiry
  2. 1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations
  3. Clearly outline legal and other limits of own responsibility to person making the enquiry
  4. 1.4 Record person's details and issues
Establish nature of enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly outline legal and other limits of own responsibility to person making the enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

1.4 Record person's details and issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply appropriate communication techniques

  1. Use communication strategies that reflect organisational standards and procedures
  2. Use effective communication techniques during the enquiry
  3. Ensure confidentiality of the enquiry is respected
Use communication strategies that reflect organisational standards and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication techniques during the enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure confidentiality of the enquiry is respected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine action to be taken

  1. Identify personal limitations in taking action and seek appropriate assistance from designated individuals
  2. Respond in an appropriate manner
  3. Involve other parties in action if appropriate
  4. Manage expectations of person making enquiry
Identify personal limitations in taking action and seek appropriate assistance from designated individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond in an appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Involve other parties in action if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage expectations of person making enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review outcomes of communication

  1. Follow up with person making enquiry to ensure action was effected
  2. Seek feedback about the communication strategies
  3. Undertake appropriate record keeping and reporting
Follow up with person making enquiry to ensure action was effected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback about the communication strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake appropriate record keeping and reporting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Receive enquiry

1.1 Establish nature of enquiry

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry

1.4 Record person's details and issues

2 Identify and apply appropriate communication techniques

2.1 Use communication strategies that reflect organisational standards and procedures

2.2 Use effective communication techniques during the enquiry

2.3 Ensure confidentiality of the enquiry is respected

3 Determine action to be taken

3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals

3.2 Respond in an appropriate manner

3.3 Involve other parties in action if appropriate

3.4 Manage expectations of person making enquiry

4 Review outcomes of communication

4.1 Follow up with person making enquiry to ensure action was effected

4.2 Seek feedback about the communication strategies

4.3 Undertake appropriate record keeping and reporting

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Receive enquiry

1.1 Establish nature of enquiry

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry

1.4 Record person's details and issues

2 Identify and apply appropriate communication techniques

2.1 Use communication strategies that reflect organisational standards and procedures

2.2 Use effective communication techniques during the enquiry

2.3 Ensure confidentiality of the enquiry is respected

3 Determine action to be taken

3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals

3.2 Respond in an appropriate manner

3.3 Involve other parties in action if appropriate

3.4 Manage expectations of person making enquiry

4 Review outcomes of communication

4.1 Follow up with person making enquiry to ensure action was effected

4.2 Seek feedback about the communication strategies

4.3 Undertake appropriate record keeping and reporting