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Evidence Guide: CSCORG202A - 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

 

CSCORG202A - 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 and factually, in the time required and to all relevant people.
  4. Provide constructive feedback where required.
  5. Identify and correct contradictions, ambiguity, uncertainty or misunderstandings with 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 and factually, 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 with 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 your 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 you are having difficulty communicating effectively.
  5. Include cultural awareness, sensitivity and discretion in communication and interaction.
Identify your 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 you are having difficulty communicating effectively.

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 you and the people in your 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. Negotiate 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 you and the people in your 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:

 

 

 

 

 

 

 

Negotiate 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. Communicate in a written manner that is consistent with relevant legislation, policies and procedures.
  2. Produce written material that takes account of expectations, requirements and the needs of different audiences.
  3. Produce written material that is clear, accurate and contains the degree of detail required by the recipient.
  4. Write and/or enter information into computer-based communication systems.
Communicate in a written manner that is consistent with relevant legislation, policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce written material that takes account of expectations, requirements and the needs of different audiences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce written material that is clear, accurate and contains the degree of detail required by the recipient.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Write and/or enter information into computer-based communication systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the security of information.

  1. Act in accordance with legislation, policies and procedures related to the security of information.
  2. Take appropriate precautions when communicating confidential or sensitive information.
  3. Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.
  4. Maintain the security of records when handling and storing them.
  5. Alert the appropriate person when you think the security of information is not being maintained or information is being misused.
Act in accordance with legislation, policies and procedures related to the security of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

Alert the appropriate person when you think 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

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

Overview of assessment

This unit contains a wide range of applications to reflect the diverse nature of communications and interactions required in correctional services. Selection from the range statement will be justified in terms of work site requirements, work roles and responsibilities, and occupational specialisations.

Evidence for assessment must be gathered over a significant period of time and in conjunction with evidence gathered for all other units that have a component of communication within the workplace. This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given.

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

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to communicate effectively in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual communicating effectively as part of a coordinated team, including coping with difficulties, irregularities and changes to routine

copies of legislation, policies, procedures and guidelines relating to communicating effectively and professionally within the organisation

access to appropriate learning and assessment support when required.

Method of assessment

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

Required Skills and Knowledge

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

Required skills:

applying appropriate communication techniques to workplace situations

accessing, reading and interpreting documents, including regulatory requirements and workplace policies and procedures

adapting communication methods to suit multilingual persons or persons with limited ability to speak or understand English

communicating with people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

modifying communication so that the differences between you and the people you are communicating with are minimised

using communication strategies to resolve problems and conflict

clearly establishing expectations and boundaries in workplace relationships

willingness to adapt to changes and new circumstances with flexibility and openness to the ideas of others

completing accurate and timely workplace documentation, reports, forms, logs or diaries

presenting written material in the range of media used in the workplace, including information technology systems with an awareness of environmental and sustainable practices

handling and storing information securely and safely.

Required knowledge:

basic communication techniques, including barriers to effective communication

principles of effective listening, questioning and interactive communication

protocols and procedures for communicating with others

relevant cultural practices within the organisation and community

identification of discriminative language

organisation's code of conduct and policies concerning communication and personal interaction in the workplace

organisation's policy and procedures related to communication, reporting protocols and procedures and security of information

technical and professional language used in the government and community safety sectors

personal values, own and others, that have an impact on effective communication.

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 in the performance criteria is detailed below. Add any 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.

Communication techniques will include:

active listening

giving constructive feedback

two-way interactions for different contexts

using timing and management of interaction and silence

using deliberate non-verbal actions and reactions

reflection and summarising for agreement

deliberate selection of language from a range of options

examples of using cultural awareness and sensitivity

flexibility and adaptation of techniques for specific purposes

timing of interactions

selecting environments conducive to effective communication

participating in formal and informal team meetings

participating in routine and special meetings.

Range of different communication approaches will include:

with individuals and with groups

with known and unknown audiences, which may include:

colleagues

managers

senior officials with different levels of authority and status

clients with specified needs

people with disabilities

people from culturally and linguistically diverse backgrounds

offenders and detainees

Aboriginal and Torres Strait Islander people

residents within a community

members of the public

other professionals

in routine and predictable circumstances, including responding to conflict and uncooperative behaviour.

Communication barriers can include:

cultural

degree of confusion

first or preferred language

level of familiarity with subject of communication or context in which it is taking place

level of knowledge and skills

environmental (e.g. noise or lack of privacy)

health and wellbeing of individuals involved

social difficulties (e.g. violent and abusive situations).

Written material will include evidence of:

informal reports and documents for internal use

electronic files using the information technology required by the work site

correcting and updating information

complying with the organisation's procedures for the storage, security and confidentiality of information.

Legislation, policies and procedures may relate to:

confidentiality

authorised access to or use of information

freedom of information

protection of privacy

data protection and the storage and security of information

use of information technology and other electronic or telecommunication systems.