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Evidence Guide: CSCORG002 - Communicate effectively

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

 

CSCORG002 - Communicate effectively

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

Exchange information for specific purposes

  1. Use communication techniques that achieve effective and purposeful exchange of information.
  2. Use effective listening and speaking skills to confirm understanding.
  3. Communicate information accurately in the time required and to all relevant people.
  4. Provide constructive feedback where required.
  5. Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
  6. Include appropriate non-verbal techniques in communication and interaction.
Use communication techniques that achieve effective and purposeful exchange of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective listening and speaking skills to confirm understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information accurately in the time required and to all relevant people.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide constructive feedback where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Include appropriate non-verbal techniques in communication and interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt communication to people and situations

  1. Identify the audience and adapt communication approaches to suit people and situations.
  2. Consider possible language or literacy difficulties during communication with others.
  3. Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
  4. Seek support when difficulties communicating effectively arise.
  5. Include cultural awareness, sensitivity and discretion in communication and interaction.
Identify the audience and adapt communication approaches to suit people and situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider possible language or literacy difficulties during communication with others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek support when difficulties communicating effectively arise.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Include cultural awareness, sensitivity and discretion in communication and interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate effectively in the work group

  1. Participate in meetings, briefings and group working sessions to maintain understanding and group support.
  2. Identify any potential communication barriers between members of the work group.
  3. Encourage positive involvement and contributions from all involved.
  4. Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
  5. Identify issues and problems and resolve them within the group.
  6. Respond appropriately to instructions and feedback.
Participate in meetings, briefings and group working sessions to maintain understanding and group support.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any potential communication barriers between members of the work group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage positive involvement and contributions from all involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify issues and problems and resolve them within the group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to instructions and feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate in writing

  1. Produce formal written material that meets the needs of the audience.
  2. Write and/or enter information using communication systems.
Produce formal written material that meets the needs of the audience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Write and/or enter information using communication systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the security of information

  1. Take appropriate precautions when communicating confidential or sensitive information.
  2. Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
  3. Maintain the security of records when handling and storing them.
  4. Follow security breach procedure if the security of information is not being maintained or information is being misused.
Take appropriate precautions when communicating confidential or sensitive information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the security of records when handling and storing them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow security breach procedure if the security of information is not being maintained or information is being misused.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exchange information for specific purposes

  1. Use communication techniques that achieve effective and purposeful exchange of information.
  2. Use effective listening and speaking skills to confirm understanding.
  3. Communicate information accurately in the time required and to all relevant people.
  4. Provide constructive feedback where required.
  5. Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.
  6. Include appropriate non-verbal techniques in communication and interaction.
Use communication techniques that achieve effective and purposeful exchange of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective listening and speaking skills to confirm understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information accurately in the time required and to all relevant people.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide constructive feedback where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Include appropriate non-verbal techniques in communication and interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt communication to people and situations

  1. Identify the audience and adapt communication approaches to suit people and situations.
  2. Consider possible language or literacy difficulties during communication with others.
  3. Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.
  4. Seek support when difficulties communicating effectively arise.
  5. Include cultural awareness, sensitivity and discretion in communication and interaction.
Identify the audience and adapt communication approaches to suit people and situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider possible language or literacy difficulties during communication with others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek support when difficulties communicating effectively arise.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Include cultural awareness, sensitivity and discretion in communication and interaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate effectively in the work group

  1. Participate in meetings, briefings and group working sessions to maintain understanding and group support.
  2. Identify any potential communication barriers between members of the work group.
  3. Encourage positive involvement and contributions from all involved.
  4. Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.
  5. Identify issues and problems and resolve them within the group.
  6. Respond appropriately to instructions and feedback.
Participate in meetings, briefings and group working sessions to maintain understanding and group support.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any potential communication barriers between members of the work group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage positive involvement and contributions from all involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify issues and problems and resolve them within the group.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to instructions and feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate in writing

  1. Produce formal written material that meets the needs of the audience.
  2. Write and/or enter information using communication systems.
Produce formal written material that meets the needs of the audience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Write and/or enter information using communication systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the security of information

  1. Take appropriate precautions when communicating confidential or sensitive information.
  2. Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
  3. Maintain the security of records when handling and storing them.
  4. Follow security breach procedure if the security of information is not being maintained or information is being misused.
Take appropriate precautions when communicating confidential or sensitive information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the security of records when handling and storing them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow security breach procedure if the security of information is not being maintained or information is being misused.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Exchange information for specific purposes

1.1 Use communication techniques that achieve effective and purposeful exchange of information.

1.2 Use effective listening and speaking skills to confirm understanding.

1.3 Communicate information accurately in the time required and to all relevant people.

1.4 Provide constructive feedback where required.

1.5 Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

1.6 Include appropriate non-verbal techniques in communication and interaction.

2. Adapt communication to people and situations

2.1 Identify the audience and adapt communication approaches to suit people and situations.

2.2 Consider possible language or literacy difficulties during communication with others.

2.3 Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

2.4 Seek support when difficulties communicating effectively arise.

2.5 Include cultural awareness, sensitivity and discretion in communication and interaction.

3. Communicate effectively in the work group

3.1 Participate in meetings, briefings and group working sessions to maintain understanding and group support.

3.2 Identify any potential communication barriers between members of the work group.

3.3 Encourage positive involvement and contributions from all involved.

3.4 Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

3.5 Identify issues and problems and resolve them within the group.

3.6 Respond appropriately to instructions and feedback.

4. Communicate in writing

4.1 Produce formal written material that meets the needs of the audience.

4.2 Write and/or enter information using communication systems.

5. Maintain the security of information

5.1 Take appropriate precautions when communicating confidential or sensitive information.

5.2 Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

5.3 Maintain the security of records when handling and storing them.

5.4 Follow security breach procedure if the security of information is not being maintained or information is being misused.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Exchange information for specific purposes

1.1 Use communication techniques that achieve effective and purposeful exchange of information.

1.2 Use effective listening and speaking skills to confirm understanding.

1.3 Communicate information accurately in the time required and to all relevant people.

1.4 Provide constructive feedback where required.

1.5 Identify and correct contradictions, ambiguity, uncertainty or misunderstandings using a range of sources and references.

1.6 Include appropriate non-verbal techniques in communication and interaction.

2. Adapt communication to people and situations

2.1 Identify the audience and adapt communication approaches to suit people and situations.

2.2 Consider possible language or literacy difficulties during communication with others.

2.3 Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

2.4 Seek support when difficulties communicating effectively arise.

2.5 Include cultural awareness, sensitivity and discretion in communication and interaction.

3. Communicate effectively in the work group

3.1 Participate in meetings, briefings and group working sessions to maintain understanding and group support.

3.2 Identify any potential communication barriers between members of the work group.

3.3 Encourage positive involvement and contributions from all involved.

3.4 Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

3.5 Identify issues and problems and resolve them within the group.

3.6 Respond appropriately to instructions and feedback.

4. Communicate in writing

4.1 Produce formal written material that meets the needs of the audience.

4.2 Write and/or enter information using communication systems.

5. Maintain the security of information

5.1 Take appropriate precautions when communicating confidential or sensitive information.

5.2 Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

5.3 Maintain the security of records when handling and storing them.

5.4 Follow security breach procedure if the security of information is not being maintained or information is being misused.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

applying the following communication techniques to workplace situations:

active listening

using pauses

using clear, concise and courteous language

questioning to confirm understanding and elicit information

selecting timing of interactions

selecting environments conducive to effective communication

using communication strategies to resolve issues and problems

completing accurate written workplace documentation

presenting written material in the required format

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation’s code of conduct, policies and procedures related to communication and interaction in the workplace

organisation’s policies and procedures related to security of information

discriminative language

process for referring information security breaches

technical and professional language used in the work environment

barriers to effective communication