NTISthis.com

Evidence Guide: ICPSUP262 - Communicate 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

 

ICPSUP262 - Communicate in the workplace

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

Convey and handle information

  1. Gather, record and convey simple and routine information in a workplace related context
  2. Personal interaction is conducted in a courteous manner in the workplace context
  3. Queries are made clearly and concisely in a workplace context
  4. Procedures for location and storage of information are employed, and the particular workplace practices are adhered to
  5. Information is organised clearly, concisely and logically, and complies with workplace practices
  6. Workplace documents are completed clearly and accurately within a specified time
  7. Time is used efficiently in a workplace context
Gather, record and convey simple and routine information in a workplace related context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Personal interaction is conducted in a courteous manner in the workplace context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Queries are made clearly and concisely in a workplace context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Procedures for location and storage of information are employed, and the particular workplace practices are adhered to

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Information is organised clearly, concisely and logically, and complies with workplace practices

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Workplace documents are completed clearly and accurately within a specified time

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Time is used efficiently in a workplace context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Give and follow simple routine instructions

  1. Safe work practices are incorporated in instructions
  2. Instructions are accurate, clear, concise and comprehensive, and are consistent with the skills of the receiver
  3. Appropriate methods of instruction are selected
  4. Interaction with others is efficient, effective, responsive, courteous and supportive
  5. Prescribed sequences are adhered to in a workplace related context
  6. Routine checking of own and others’ performance is exercised
  7. Task is carried out in a workplace related context
Safe work practices are incorporated in instructions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Instructions are accurate, clear, concise and comprehensive, and are consistent with the skills of the receiver

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate methods of instruction are selected

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interaction with others is efficient, effective, responsive, courteous and supportive

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Prescribed sequences are adhered to in a workplace related context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Routine checking of own and others’ performance is exercised

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Task is carried out in a workplace related context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Participate in small informal work groups

  1. Interaction is supportive, efficient, effective and courteous
  2. Participation in discussions takes place in a workplace related context
  3. Contributions are constructive in terms of the goal
  4. Group decisions are understood and confirmed
Interaction is supportive, efficient, effective and courteous

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Participation in discussions takes place in a workplace related context

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contributions are constructive in terms of the goal

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Group decisions are understood and confirmed

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interact with clients

  1. Interaction with clients within, and external to, an organisation about simple routine matters
  2. Interaction is consistent with the needs of organisation, and organisation is presented in a positive and client-centred way
  3. Correct forms of greeting, identification and address are used according to enterprise practices
  4. Needs of the client are clarified and noted where appropriate
  5. Referral processes are followed to establish contact between client and appropriate personnel
  6. Discretion and confidentiality are exercised where appropriate
  7. Appropriate follow-up steps are taken according to enterprise customer service practices
Interaction with clients within, and external to, an organisation about simple routine matters

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interaction is consistent with the needs of organisation, and organisation is presented in a positive and client-centred way

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Correct forms of greeting, identification and address are used according to enterprise practices

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Needs of the client are clarified and noted where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Referral processes are followed to establish contact between client and appropriate personnel

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Discretion and confidentiality are exercised where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate follow-up steps are taken according to enterprise customer service practices

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. Convey and handle information

1.1 Gather, record and convey simple and routine information in a workplace related context

1.2 Personal interaction is conducted in a courteous manner in the workplace context

1.3 Queries are made clearly and concisely in a workplace context

1.4 Procedures for location and storage of information are employed, and the particular workplace practices are adhered to

1.5 Information is organised clearly, concisely and logically, and complies with workplace practices

1.6 Workplace documents are completed clearly and accurately within a specified time

1.7 Time is used efficiently in a workplace context

2. Give and follow simple routine instructions

2.1 Safe work practices are incorporated in instructions

2.2 Instructions are accurate, clear, concise and comprehensive, and are consistent with the skills of the receiver

2.3 Appropriate methods of instruction are selected

2.4 Interaction with others is efficient, effective, responsive, courteous and supportive

2.5 Prescribed sequences are adhered to in a workplace related context

2.6 Routine checking of own and others’ performance is exercised

2.7 Task is carried out in a workplace related context

3. Participate in small informal work groups

3.1 Interaction is supportive, efficient, effective and courteous

3.2 Participation in discussions takes place in a workplace related context

3.3 Contributions are constructive in terms of the goal

3.4 Group decisions are understood and confirmed

4. Interact with clients

4.1 Interaction with clients within, and external to, an organisation about simple routine matters

4.2 Interaction is consistent with the needs of organisation, and organisation is presented in a positive and client-centred way

4.3 Correct forms of greeting, identification and address are used according to enterprise practices

4.4 Needs of the client are clarified and noted where appropriate

4.5 Referral processes are followed to establish contact between client and appropriate personnel

4.6 Discretion and confidentiality are exercised where appropriate

4.7 Appropriate follow-up steps are taken according to enterprise customer service practices

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. Convey and handle information

1.1 Gather, record and convey simple and routine information in a workplace related context

1.2 Personal interaction is conducted in a courteous manner in the workplace context

1.3 Queries are made clearly and concisely in a workplace context

1.4 Procedures for location and storage of information are employed, and the particular workplace practices are adhered to

1.5 Information is organised clearly, concisely and logically, and complies with workplace practices

1.6 Workplace documents are completed clearly and accurately within a specified time

1.7 Time is used efficiently in a workplace context

2. Give and follow simple routine instructions

2.1 Safe work practices are incorporated in instructions

2.2 Instructions are accurate, clear, concise and comprehensive, and are consistent with the skills of the receiver

2.3 Appropriate methods of instruction are selected

2.4 Interaction with others is efficient, effective, responsive, courteous and supportive

2.5 Prescribed sequences are adhered to in a workplace related context

2.6 Routine checking of own and others’ performance is exercised

2.7 Task is carried out in a workplace related context

3. Participate in small informal work groups

3.1 Interaction is supportive, efficient, effective and courteous

3.2 Participation in discussions takes place in a workplace related context

3.3 Contributions are constructive in terms of the goal

3.4 Group decisions are understood and confirmed

4. Interact with clients

4.1 Interaction with clients within, and external to, an organisation about simple routine matters

4.2 Interaction is consistent with the needs of organisation, and organisation is presented in a positive and client-centred way

4.3 Correct forms of greeting, identification and address are used according to enterprise practices

4.4 Needs of the client are clarified and noted where appropriate

4.5 Referral processes are followed to establish contact between client and appropriate personnel

4.6 Discretion and confidentiality are exercised where appropriate

4.7 Appropriate follow-up steps are taken according to enterprise customer service practices

Evidence of the ability to:

gather, record, convey, organise and store simple written documents logically and in accordance with workplace requirements

complete workplace documents clearly, accurately and within required timelines

provide and follow simple verbal and non-verbal instructions, taking into account safe work practices

use relevant industry terminology in verbal and written interactions

communicate with colleagues in a manner suitable to the work environment

interact with clients about simple matters according to enterprise practices.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

outline why grammar, spelling, diction and pronunciation are important in workplace communications

explain the requirements for locating and storing workplace information

outline the enterprise customer services practices

summarise the workplace documents that can provide assistance with task requirements.