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Evidence Guide: PSPGEN002 - Use routine workplace communication techniques

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

 

PSPGEN002 - Use routine workplace communication techniques

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

Handle routine enquiries

  1. Respond to enquiries and record details.
  2. Determine urgency of the enquiry and respond or refer the matter promptly.
  3. Employ effective listening and speaking skills including confirming understanding.
  4. Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.
  5. Resolve or refer problems.
  6. Make and store records of verbal enquiries and resulting action.
Respond to enquiries and record details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine urgency of the enquiry and respond or refer the matter promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ effective listening and speaking skills including confirming understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve or refer problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make and store records of verbal enquiries and resulting action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow and relay routine instructions

  1. Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.
  2. Refer difficulties in understanding instructions for clarification.
  3. Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.
  4. Note and relay instructions for others, and provide feedback on successful relating of requirements.
  5. Use established communication channels as required.
Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer difficulties in understanding instructions for clarification.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Note and relay instructions for others, and provide feedback on successful relating of requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use established communication channels as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Engage in workplace discussions

  1. Use oral interactions with other staff to exchange information, explore issues and solve routine problems.
  2. Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.
  3. Observe meeting protocols and encourage colleagues to participate where relevant.
  4. Raise issues and ideas which affect work within the group with the appropriate person.
  5. Refer unresolved conflicts which affect work in the group through the appropriate channel.
Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe meeting protocols and encourage colleagues to participate where relevant.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Raise issues and ideas which affect work within the group with the appropriate person.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer unresolved conflicts which affect work in the group through the appropriate channel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle routine enquiries

  1. Respond to enquiries and record details.
  2. Determine urgency of the enquiry and respond or refer the matter promptly.
  3. Employ effective listening and speaking skills including confirming understanding.
  4. Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.
  5. Resolve or refer problems.
  6. Make and store records of verbal enquiries and resulting action.
Respond to enquiries and record details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine urgency of the enquiry and respond or refer the matter promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ effective listening and speaking skills including confirming understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve or refer problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make and store records of verbal enquiries and resulting action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow and relay routine instructions

  1. Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.
  2. Refer difficulties in understanding instructions for clarification.
  3. Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.
  4. Note and relay instructions for others, and provide feedback on successful relating of requirements.
  5. Use established communication channels as required.
Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer difficulties in understanding instructions for clarification.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Note and relay instructions for others, and provide feedback on successful relating of requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use established communication channels as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Engage in workplace discussions

  1. Use oral interactions with other staff to exchange information, explore issues and solve routine problems.
  2. Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.
  3. Observe meeting protocols and encourage colleagues to participate where relevant.
  4. Raise issues and ideas which affect work within the group with the appropriate person.
  5. Refer unresolved conflicts which affect work in the group through the appropriate channel.
Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe meeting protocols and encourage colleagues to participate where relevant.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Raise issues and ideas which affect work within the group with the appropriate person.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer unresolved conflicts which affect work in the group through the appropriate channel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Handle routine enquiries

1.1 Respond to enquiries and record details.

1.2 Determine urgency of the enquiry and respond or refer the matter promptly.

1.3 Employ effective listening and speaking skills including confirming understanding.

1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Resolve or refer problems.

1.6 Make and store records of verbal enquiries and resulting action.

2. Follow and relay routine instructions

2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

2.2 Refer difficulties in understanding instructions for clarification.

2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.

2.5 Use established communication channels as required.

3. Engage in workplace discussions

3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

3.3 Observe meeting protocols and encourage colleagues to participate where relevant.

3.4 Raise issues and ideas which affect work within the group with the appropriate person.

3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Handle routine enquiries

1.1 Respond to enquiries and record details.

1.2 Determine urgency of the enquiry and respond or refer the matter promptly.

1.3 Employ effective listening and speaking skills including confirming understanding.

1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Resolve or refer problems.

1.6 Make and store records of verbal enquiries and resulting action.

2. Follow and relay routine instructions

2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

2.2 Refer difficulties in understanding instructions for clarification.

2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.

2.5 Use established communication channels as required.

3. Engage in workplace discussions

3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

3.3 Observe meeting protocols and encourage colleagues to participate where relevant.

3.4 Raise issues and ideas which affect work within the group with the appropriate person.

3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

speaking and listening relating to routine communication exchanges

eliciting and giving factual information

clarifying meaning, exploring issues and problem solving or referral

listening for relevant information from oral discussions

taking personal notes

observing and reading nonverbal cues especially those relating to culture, ethnicity, emotional state

using communication technology including telephones, computers with audio, message bank, answering machines, email, short message service, pagers

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to workplace communication in the public sector

principles of effective communication

knowledge of organisation processes

procedures manuals for dealing with enquiries

channels of communication

organisational etiquette for oral communication

conflict resolution techniques