Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
individual roles and responsibilities and relationships to others, including duty of care
techniques for managing own work load, eg meeting deadlines, acknowledging if tasks are beyond current capacity, handling tasks or problems as far as possible then referring on to others as required
acceptable workplace conduct, including regular attendance, punctuality, maintaining an orderly workspace, appropriate standards of personal presentation and hygiene, self-confidence and self-respect, acceptance of constructive criticism and a willingness for self-improvement, a good-humoured approach to others and adaptability and flexibility
understanding of team work principles
knowledge of effective communication techniques, including active listening, questioning and non-verbal communication
broad understanding of conflict resolution techniques
Occupational Health and Safety principles as they apply to working within a team environment.
Linkages to other units
This unit underpins effective work performance in all areas, and combined assessment and/or training with any other service or operational unit would be appropriate, for example:
CUSGEN02B - Work in a culturally diverse environment
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to communicate effectively with others within the range of situations required for the job role
ability to work effectively as part of a team
knowledge of effective communication techniques, including active listening, questioning and non-verbal communication.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills through interaction with others
project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role.
Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge, and might include:
direct observation of the candidate carrying out work tasks involving dealing with others
role plays about communication situations and dealing with conflicts and misunderstandings
oral or written questioning to assess knowledge of communication techniques
portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
There are no particular resource requirements for assessment of this unit.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Seeking out and reviewing information related to work activities.
Communicating ideas and information (1)
Providing customers with information about products and services, assisting them with requests.
Planning and organising activities (1)
Planning, organising and prioritising work tasks and responsibilities.
Working with others and in teams (1)
Working co-operatively with colleagues.
Using mathematical ideas and techniques (1)
Not Applicable
Solving problems (1)
Working out solutions for communication problems.
Using technology (1)
Using computers or other business equipment.
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
individual roles and responsibilities and relationships to others, including duty of care
techniques for managing own work load, eg meeting deadlines, acknowledging if tasks are beyond current capacity, handling tasks or problems as far as possible then referring on to others as required
acceptable workplace conduct, including regular attendance, punctuality, maintaining an orderly workspace, appropriate standards of personal presentation and hygiene, self-confidence and self-respect, acceptance of constructive criticism and a willingness for self-improvement, a good-humoured approach to others and adaptability and flexibility
understanding of team work principles
knowledge of effective communication techniques, including active listening, questioning and non-verbal communication
broad understanding of conflict resolution techniques
Occupational Health and Safety principles as they apply to working within a team environment.
Linkages to other units
This unit underpins effective work performance in all areas, and combined assessment and/or training with any other service or operational unit would be appropriate, for example:
CUSGEN02B - Work in a culturally diverse environment
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to communicate effectively with others within the range of situations required for the job role
ability to work effectively as part of a team
knowledge of effective communication techniques, including active listening, questioning and non-verbal communication.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills through interaction with others
project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role.
Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge, and might include:
direct observation of the candidate carrying out work tasks involving dealing with others
role plays about communication situations and dealing with conflicts and misunderstandings
oral or written questioning to assess knowledge of communication techniques
portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
There are no particular resource requirements for assessment of this unit.
Key competencies in this unit
Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Seeking out and reviewing information related to work activities.
Communicating ideas and information (1)
Providing customers with information about products and services, assisting them with requests.
Planning and organising activities (1)
Planning, organising and prioritising work tasks and responsibilities.
Working with others and in teams (1)
Working co-operatively with colleagues.
Using mathematical ideas and techniques (1)
Not Applicable
Solving problems (1)
Working out solutions for communication problems.
Using technology (1)
Using computers or other business equipment.