NTISthis.com

Evidence Guide: MSMSUP102 - 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

 

MSMSUP102 - Communicate in the workplace

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

Receive and relay messages

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm understanding of the message is correct

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately record the message

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relay message accurately to appropriate person or section within designated timelines

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 relay messages

1.1

Confirm understanding of the message is correct

1.2

Accurately record the message

1.3

Relay message accurately to appropriate person or section within designated timelines

2

Interpret messages

2.1

Clarify message if necessary

2.2

Take appropriate action

2.3

Respond to communication problems

3

Respond to request for information

3.1

Acknowledge and understand the request for information

3.2

Access information from appropriate sources

3.3

Relay information to appropriate person or section in a manner appropriate for the receiver

4

Complete workplace forms

4.1

Select appropriate form

4.2

Assemble information required for form

4.3

Complete workplace forms as required

4.4

Submit workplace forms as required

Required Skills and Knowledge

Elements describe the essential outcomes

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

1

Receive and relay messages

1.1

Confirm understanding of the message is correct

1.2

Accurately record the message

1.3

Relay message accurately to appropriate person or section within designated timelines

2

Interpret messages

2.1

Clarify message if necessary

2.2

Take appropriate action

2.3

Respond to communication problems

3

Respond to request for information

3.1

Acknowledge and understand the request for information

3.2

Access information from appropriate sources

3.3

Relay information to appropriate person or section in a manner appropriate for the receiver

4

Complete workplace forms

4.1

Select appropriate form

4.2

Assemble information required for form

4.3

Complete workplace forms as required

4.4

Submit workplace forms as required

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:

listen attentively

formulate questions to clarify work requirements or instructions

read and interpret workplace information

complete workplace forms

write legibly and/or use electronic keyboard

record and interpret numbers, codes and symbols

use clear and concise language in verbal and written communication.

Evidence must be provided that demonstrates knowledge of:

organisation procedures, including:

telephone and communications protocols and/or procedures

documentation and record keeping

safety, emergency and hazard control

types and meaning of workplace codes, numbers, symbols, signs and colours typically used in the job/work environment

types, purpose and importance of workplace documentation

workplace expectations for acceptable language and tone (swearing, level of formality, courteousness, respect for diversity, and so on)

challenges in communicating with people from culturally and linguistically diverse (CALD) backgrounds in the workplace and possible strategies.

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.

Messages

Messages may be in any format, including:

written

oral

electronic

Messages may be any combination of simple:

words

numbers

workplace signs

Equipment

Equipment includes one or more of the following:

telephone

two-way radio

computer, tablet, Smartphone or similar

Sources of information

Sources of verbal information include one or more of the following:

toolbox talks

team meetings and production meetings

shift handover

planning sessions

discussion with technical experts, supervisors and work health and safety (WHS) officers

Sources of written material include one or more of the following:

standard operating procedures (SOPs)

work instructions

incident procedures

operating manuals

quality procedures

training program contents/materials

material safety data sheets (MSDS)

job cards

maintenance logs

non-compliance reports

incidence and accident reports

permits

schematics, process flows and engineering drawings

Routine problems

Routine problems must be reported and corrective action taken according to relevant procedures.

Routine problems include one or more of the following:

missing/lost messages

required information not available

required equipment not available

conflict of work priorities

Corrective actions

Corrective actions include one or more of the following:

reporting to an appropriate person

taking action specified in the procedure

Appropriate personnel

Appropriate personnel include one or more of the following:

supervisor

more senior operator

other designated personnel