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Evidence Guide: PSPGEN019 - Use workplace communication strategies

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

 

PSPGEN019 - Use workplace communication strategies

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

Respond to enquiries

  1. Provide responses to enquiries from staff, the public and other clients or refer the matter.
  2. Use active listening techniques and adapt language and style to address the specific needs of the speaker.
  3. Resolve conflict in a confidential manner or refer difficult situations to others.
  4. Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
Provide responses to enquiries from staff, the public and other clients or refer the matter.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening techniques and adapt language and style to address the specific needs of the speaker.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve conflict in a confidential manner or refer difficult situations to others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and give instructions and directions

  1. Receive, clarify, assess and act upon directions.
  2. Ensure instructions and directions are conveyed clearly and confirm these with the recipient.
  3. Provide feedback.
Receive, clarify, assess and act upon directions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure instructions and directions are conveyed clearly and confirm these with the recipient.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in meetings

  1. Prepare for meeting by reviewing the agenda and other related documents.
  2. Provide input during meeting in accordance with meeting protocol and objectives.
  3. Act with respect and trustbuilding to enhance relationships and meeting outcomes.
Prepare for meeting by reviewing the agenda and other related documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide input during meeting in accordance with meeting protocol and objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act with respect and trustbuilding to enhance relationships and meeting outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make presentations within the workgroup

  1. Prepare and make a work related presentation that is relevant to the audience and logically structured.
  2. Use suitable resources or aids to enhance the presentation if applicable.
  3. Use strategies to engage the listeners.
  4. Obtain feedback to improve future presentations.
Prepare and make a work related presentation that is relevant to the audience and logically structured.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use suitable resources or aids to enhance the presentation if applicable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use strategies to engage the listeners.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback to improve future presentations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to enquiries

  1. Provide responses to enquiries from staff, the public and other clients or refer the matter.
  2. Use active listening techniques and adapt language and style to address the specific needs of the speaker.
  3. Resolve conflict in a confidential manner or refer difficult situations to others.
  4. Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.
Provide responses to enquiries from staff, the public and other clients or refer the matter.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening techniques and adapt language and style to address the specific needs of the speaker.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve conflict in a confidential manner or refer difficult situations to others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and give instructions and directions

  1. Receive, clarify, assess and act upon directions.
  2. Ensure instructions and directions are conveyed clearly and confirm these with the recipient.
  3. Provide feedback.
Receive, clarify, assess and act upon directions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure instructions and directions are conveyed clearly and confirm these with the recipient.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in meetings

  1. Prepare for meeting by reviewing the agenda and other related documents.
  2. Provide input during meeting in accordance with meeting protocol and objectives.
  3. Act with respect and trustbuilding to enhance relationships and meeting outcomes.
Prepare for meeting by reviewing the agenda and other related documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide input during meeting in accordance with meeting protocol and objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act with respect and trustbuilding to enhance relationships and meeting outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make presentations within the workgroup

  1. Prepare and make a work related presentation that is relevant to the audience and logically structured.
  2. Use suitable resources or aids to enhance the presentation if applicable.
  3. Use strategies to engage the listeners.
  4. Obtain feedback to improve future presentations.
Prepare and make a work related presentation that is relevant to the audience and logically structured.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use suitable resources or aids to enhance the presentation if applicable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use strategies to engage the listeners.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback to improve future presentations.

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. Respond to enquiries

1.1 Provide responses to enquiries from staff, the public and other clients or refer the matter.

1.2 Use active listening techniques and adapt language and style to address the specific needs of the speaker.

1.3 Resolve conflict in a confidential manner or refer difficult situations to others.

1.4 Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.

2. Receive and give instructions and directions

2.1 Receive, clarify, assess and act upon directions.

2.2 Ensure instructions and directions are conveyed clearly and confirm these with the recipient.

2.3 Provide feedback.

3. Participate in meetings

3.1 Prepare for meeting by reviewing the agenda and other related documents.

3.2 Provide input during meeting in accordance with meeting protocol and objectives.

3.3 Act with respect and trustbuilding to enhance relationships and meeting outcomes.

4. Make presentations within the workgroup

4.1 Prepare and make a work related presentation that is relevant to the audience and logically structured.

4.2 Use suitable resources or aids to enhance the presentation if applicable.

4.3 Use strategies to engage the listeners.

4.4 Obtain feedback to improve future presentations.

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. Respond to enquiries

1.1 Provide responses to enquiries from staff, the public and other clients or refer the matter.

1.2 Use active listening techniques and adapt language and style to address the specific needs of the speaker.

1.3 Resolve conflict in a confidential manner or refer difficult situations to others.

1.4 Ensure content and method of communication complies with public sector legislation, the organisational code of conduct and ethics standards.

2. Receive and give instructions and directions

2.1 Receive, clarify, assess and act upon directions.

2.2 Ensure instructions and directions are conveyed clearly and confirm these with the recipient.

2.3 Provide feedback.

3. Participate in meetings

3.1 Prepare for meeting by reviewing the agenda and other related documents.

3.2 Provide input during meeting in accordance with meeting protocol and objectives.

3.3 Act with respect and trustbuilding to enhance relationships and meeting outcomes.

4. Make presentations within the workgroup

4.1 Prepare and make a work related presentation that is relevant to the audience and logically structured.

4.2 Use suitable resources or aids to enhance the presentation if applicable.

4.3 Use strategies to engage the listeners.

4.4 Obtain feedback to improve future presentations.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. The candidate must demonstrate evidence of performance of the following on at least one occasion.

taking part in interpersonal exchanges of information, with some awareness of different registers and strategies for interaction

clarifying meaning, exploring issues and problem solving or referral

using information presented in graphic, diagrammatic, or visual form

using telephones, answering machines/voicemail, computers with audio, presentation software and other communications technology

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.

principles of effective communication, including presentations

knowledge of organisational processes, hierarchy and formal communication channels

conflict resolution techniques

meeting formats and requirements