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Evidence Guide: MSL913001 - Communicate with other people

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

 

MSL913001 - Communicate with other people

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

Receive and act upon instructions

  1. Listen attentively to instructions and respond appropriately
  2. Clarify instructions to ensure a complete understanding of the task
Listen attentively to instructions and respond appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify instructions to ensure a complete understanding of the task

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and convey messages

  1. Receive verbal and written messages and respond appropriately
  2. Record and convey information so that messages are understood
Receive verbal and written messages and respond appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and convey information so that messages are understood

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate appropriate interpersonal skills

  1. Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements
  2. Demonstrate effective interpersonal skills during everyday interactions
Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate effective interpersonal skills during everyday interactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate information

  1. Deal with inquiries in accordance with workplace customer service requirements
  2. Establish details of inquiry by questioning and summarising
  3. Access and provide relevant information that meets own authorisation and confidentiality requirements
  4. Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility
  5. Complete all workplace documents legibly and accurately in accordance with workplace procedures
Deal with inquiries in accordance with workplace customer service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish details of inquiry by questioning and summarising

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access and provide relevant information that meets own authorisation and confidentiality requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete all workplace documents legibly and accurately in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

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

1

Receive and act upon instructions

1.1

Listen attentively to instructions and respond appropriately

1.2

Clarify instructions to ensure a complete understanding of the task

2

Receive and convey messages

2.1

Receive verbal and written messages and respond appropriately

2.2

Record and convey information so that messages are understood

3

Demonstrate appropriate interpersonal skills

3.1

Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements

3.2

Demonstrate effective interpersonal skills during everyday interactions

4

Provide appropriate information

4.1

Deal with inquiries in accordance with workplace customer service requirements

4.2

Establish details of inquiry by questioning and summarising

4.3

Access and provide relevant information that meets own authorisation and confidentiality requirements

4.4

Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility

4.5

Complete all workplace documents legibly and accurately in accordance with workplace procedures

Required Skills and Knowledge

Elements describe the essential outcomes.

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

1

Receive and act upon instructions

1.1

Listen attentively to instructions and respond appropriately

1.2

Clarify instructions to ensure a complete understanding of the task

2

Receive and convey messages

2.1

Receive verbal and written messages and respond appropriately

2.2

Record and convey information so that messages are understood

3

Demonstrate appropriate interpersonal skills

3.1

Follow workplace procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements

3.2

Demonstrate effective interpersonal skills during everyday interactions

4

Provide appropriate information

4.1

Deal with inquiries in accordance with workplace customer service requirements

4.2

Establish details of inquiry by questioning and summarising

4.3

Access and provide relevant information that meets own authorisation and confidentiality requirements

4.4

Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility

4.5

Complete all workplace documents legibly and accurately in accordance with workplace procedures

Evidence of competence in this unit must satisfy all of the requirements of the elements and performance criteria, and include demonstration of:

using available communication equipment effectively, including, but not limited to, telephone, online and hard copy directories, email, intranet and internet

responding to calls and messages and receiving and passing on written and oral messages within accepted workplace timelines

listening attentively and clarifying messages and instructions to confirm their meaning

locating relevant sources of information

providing accurate and timely information using appropriate terminology

completing workplace documents legibly and accurately

communicating effectively with people from different organisational levels and diverse cultural backgrounds

promoting cooperation through effective personal interactions.

Must provide evidence that demonstrates knowledge of:

communication protocols, workplace customer service standards and procedures

principles of effective interpersonal interactions

colloquial, scientific and technical terminology appropriate to the level expected in the workplace for the job role

standard operating procedures (SOPs) for routine technical tasks undertaken by candidate

work health and safety (WHS) and environment requirements

equal opportunity, anti-discrimination and anti-harassment requirements

workplace organisational structure, products, services and major customers

layout of workplace and laboratory, and role of laboratory services.

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Standards, codes, procedures and/or workplace requirements

Standards, codes, procedures and/or workplace requirements include the latest version of one or more of:

Australian and international standards and codes relevant to the laboratory’s operations, scope of testing and covering safety in laboratories, and quality and environmental management

national work health and safety (WHS) standards and codes of practice

standard operating procedures (SOPs), laboratory methods, and hazard analysis and critical control points (HACCP) procedures

workplace documents, such as job descriptions, job (batch) cards, pick lists, time sheets and logbooks, induction manuals, shift handover reports and material safety data sheets (MSDS)

workplace schedules for (daily) production, laboratory services, calibration and maintenance

equipment manuals and service logs, and supplier catalogues

quality manuals, product specifications and (non-)compliance reports

customer service and telephone protocols

Information

Information includes one or more of:

common scientific and technical terminology

symbols, charts, signs, written text, tables, graphs and calculations

information directories for staff access (personnel and telephone), online databases and CD-ROMs, and online information systems

Communication

Communication includes interactions with one or more of:

managers, supervisors and other laboratory and production personnel

members of the public, customers and clients

Items of equipment

Items of equipment include one or more of:

telephone, two-way radio, PA system and computer (for email, internet)

direct display readouts

Interpersonal communication

Interpersonal communication includes:

active listening and effective questioning

involving others, tolerating the view of others, attempting to reduce conflict and to negotiate suitable outcomes

WHS and environmental management requirements

WHS and environmental management requirements include:

· complying with WHS and environmental management requirements at all times, which may be imposed through state/territory or federal legislation. These requirements must not be compromised at any time

· applying standard precautions relating to the potentially hazardous nature of samples

accessing and applying current industry understanding of infection control issued by the National Health and Medical Research Council (NHMRC) and State and Territory Departments of Health, where relevant