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Evidence Guide: PSPGEN033 - Use advanced 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

 

PSPGEN033 - Use advanced workplace communication strategies

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

Deal with complex enquiries and/or complaints

  1. Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
  2. Record complaint and/or enquiry, and verify with the client.
  3. Obtain documentation to support complaint and/or enquiry if required.
  4. Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
  5. Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
  6. Advise client of action taken to resolve the complaint and/or enquiry and record.
Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record complaint and/or enquiry, and verify with the client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain documentation to support complaint and/or enquiry if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise client of action taken to resolve the complaint and/or enquiry and record.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give directions

  1. Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
  2. Give directions and confirm understanding of directions.
  3. Resolve problems or refer if required.
  4. Provide feedback on implementation.
Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give directions and confirm understanding of directions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve problems or refer if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on implementation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage meetings

  1. Clarify purpose of each meeting and develop the agenda in consultation with participants.
  2. Select procedure for each meeting and style of facilitating.
  3. Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
  4. Ensure meetings are focused on the objectives of the meeting and are time efficient.
  5. Enable participation, discussion, problem solving and resolution of issues by all those present.
  6. Summarise decisions and recommendations, check for accuracy and record as required.
Clarify purpose of each meeting and develop the agenda in consultation with participants.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select procedure for each meeting and style of facilitating.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure meetings are focused on the objectives of the meeting and are time efficient.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enable participation, discussion, problem solving and resolution of issues by all those present.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Summarise decisions and recommendations, check for accuracy and record as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make presentations

  1. Make presentations to a range of audiences.
  2. Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
  3. Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
  4. Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
  5. Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Make presentations to a range of audiences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complex enquiries and/or complaints

  1. Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
  2. Record complaint and/or enquiry, and verify with the client.
  3. Obtain documentation to support complaint and/or enquiry if required.
  4. Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
  5. Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
  6. Advise client of action taken to resolve the complaint and/or enquiry and record.
Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record complaint and/or enquiry, and verify with the client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain documentation to support complaint and/or enquiry if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise client of action taken to resolve the complaint and/or enquiry and record.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give directions

  1. Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.
  2. Give directions and confirm understanding of directions.
  3. Resolve problems or refer if required.
  4. Provide feedback on implementation.
Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give directions and confirm understanding of directions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve problems or refer if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on implementation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage meetings

  1. Clarify purpose of each meeting and develop the agenda in consultation with participants.
  2. Select procedure for each meeting and style of facilitating.
  3. Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
  4. Ensure meetings are focused on the objectives of the meeting and are time efficient.
  5. Enable participation, discussion, problem solving and resolution of issues by all those present.
  6. Summarise decisions and recommendations, check for accuracy and record as required.
Clarify purpose of each meeting and develop the agenda in consultation with participants.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select procedure for each meeting and style of facilitating.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure meetings are focused on the objectives of the meeting and are time efficient.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enable participation, discussion, problem solving and resolution of issues by all those present.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Summarise decisions and recommendations, check for accuracy and record as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make presentations

  1. Make presentations to a range of audiences.
  2. Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
  3. Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
  4. Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
  5. Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
Make presentations to a range of audiences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving 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. Deal with complex enquiries and/or complaints

1.1 Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.

1.2 Record complaint and/or enquiry, and verify with the client.

1.3 Obtain documentation to support complaint and/or enquiry if required.

1.4 Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.

1.5 Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.

1.6 Advise client of action taken to resolve the complaint and/or enquiry and record.

2. Give directions

2.1 Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.

2.2 Give directions and confirm understanding of directions.

2.3 Resolve problems or refer if required.

2.4 Provide feedback on implementation.

3. Manage meetings

3.1 Clarify purpose of each meeting and develop the agenda in consultation with participants.

3.2 Select procedure for each meeting and style of facilitating.

3.3 Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.

3.4 Ensure meetings are focused on the objectives of the meeting and are time efficient.

3.5 Enable participation, discussion, problem solving and resolution of issues by all those present.

3.6 Summarise decisions and recommendations, check for accuracy and record as required.

4. Make presentations

4.1 Make presentations to a range of audiences.

4.2 Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.

4.3 Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.

4.4 Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.

4.5 Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving 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. Deal with complex enquiries and/or complaints

1.1 Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.

1.2 Record complaint and/or enquiry, and verify with the client.

1.3 Obtain documentation to support complaint and/or enquiry if required.

1.4 Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.

1.5 Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.

1.6 Advise client of action taken to resolve the complaint and/or enquiry and record.

2. Give directions

2.1 Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.

2.2 Give directions and confirm understanding of directions.

2.3 Resolve problems or refer if required.

2.4 Provide feedback on implementation.

3. Manage meetings

3.1 Clarify purpose of each meeting and develop the agenda in consultation with participants.

3.2 Select procedure for each meeting and style of facilitating.

3.3 Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.

3.4 Ensure meetings are focused on the objectives of the meeting and are time efficient.

3.5 Enable participation, discussion, problem solving and resolution of issues by all those present.

3.6 Summarise decisions and recommendations, check for accuracy and record as required.

4. Make presentations

4.1 Make presentations to a range of audiences.

4.2 Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.

4.3 Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.

4.4 Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.

4.5 Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.

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 sustained and sometimes complex communication exchanges

taking part in interpersonal exchanges of information, with a flexible use of register and strategies for interaction

dealing with complaints, clarifying meaning, exploring issues and using problem solving or referral

deriving meaning from sustained oral discussions

using observation to read non-verbal cues, especially those relating to culture, ethnicity, emotional state

using presentation software

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 WHS and environment, regulations, policies, procedures and guidelines relating to workplace communication

complaints procedures

conflict resolution techniques

knowledge of organisation processes and hierarchy

official communication channels

organisational protocols and etiquette for oral communication

meeting formats and facilitation/chairing requirements to suit

presentation styles to suit different audiences