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Evidence Guide: PSPGEN054 - Use complex 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

 

PSPGEN054 - Use complex workplace communication strategies

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

Prepare for complex communication

  1. Clarify communication objectives, confirm those to be present and identify the communication mode.
  2. Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
  3. Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
  4. Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
Clarify communication objectives, confirm those to be present and identify the communication mode.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and respond to opinions

  1. Evaluate discussion to identify impartiality, bias or unsupported argument.
  2. Record points of view of other speakers and present information to counter opposing views.
  3. Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
  4. Examine opposing or challenging views for their value in achieving the same ends.
  5. Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
Evaluate discussion to identify impartiality, bias or unsupported argument.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record points of view of other speakers and present information to counter opposing views.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine opposing or challenging views for their value in achieving the same ends.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to clarify own understanding, challenge or justify other points of view.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a convincing argument

  1. Choose communication approach to suit the given audience.
  2. Assert prepared position with conviction and purpose.
  3. Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
  4. Use questions to elicit feedback and check audience understanding.
  5. Respond to audience questions and arguments and support answers by reasoned explanation.
  6. Negotiate agreement where possible, concluding with a summary of agreed items.
Choose communication approach to suit the given audience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assert prepared position with conviction and purpose.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use questions to elicit feedback and check audience understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to audience questions and arguments and support answers by reasoned explanation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate agreement where possible, concluding with a summary of agreed items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a range of communication strategies

  1. Seek feedback from others and assess the outcomes of communication.
  2. Record and use lessons learnt to underpin future interactions.
  3. Develop and practise language structures and features that influence audiences to a preferred point of view.
  4. Explore and practise communication strategies for a range of workplace applications.
Seek feedback from others and assess the outcomes of communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and use lessons learnt to underpin future interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and practise language structures and features that influence audiences to a preferred point of view.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explore and practise communication strategies for a range of workplace applications.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for complex communication

  1. Clarify communication objectives, confirm those to be present and identify the communication mode.
  2. Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
  3. Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
  4. Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
Clarify communication objectives, confirm those to be present and identify the communication mode.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and respond to opinions

  1. Evaluate discussion to identify impartiality, bias or unsupported argument.
  2. Record points of view of other speakers and present information to counter opposing views.
  3. Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
  4. Examine opposing or challenging views for their value in achieving the same ends.
  5. Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
Evaluate discussion to identify impartiality, bias or unsupported argument.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record points of view of other speakers and present information to counter opposing views.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine opposing or challenging views for their value in achieving the same ends.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to clarify own understanding, challenge or justify other points of view.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a convincing argument

  1. Choose communication approach to suit the given audience.
  2. Assert prepared position with conviction and purpose.
  3. Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
  4. Use questions to elicit feedback and check audience understanding.
  5. Respond to audience questions and arguments and support answers by reasoned explanation.
  6. Negotiate agreement where possible, concluding with a summary of agreed items.
Choose communication approach to suit the given audience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assert prepared position with conviction and purpose.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use questions to elicit feedback and check audience understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to audience questions and arguments and support answers by reasoned explanation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate agreement where possible, concluding with a summary of agreed items.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a range of communication strategies

  1. Seek feedback from others and assess the outcomes of communication.
  2. Record and use lessons learnt to underpin future interactions.
  3. Develop and practise language structures and features that influence audiences to a preferred point of view.
  4. Explore and practise communication strategies for a range of workplace applications.
Seek feedback from others and assess the outcomes of communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and use lessons learnt to underpin future interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and practise language structures and features that influence audiences to a preferred point of view.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explore and practise communication strategies for a range of workplace applications.

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. Prepare for complex communication

1.1 Clarify communication objectives, confirm those to be present and identify the communication mode.

1.2 Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.

1.3 Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.

1.4 Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.

2. Analyse and respond to opinions

2.1 Evaluate discussion to identify impartiality, bias or unsupported argument.

2.2 Record points of view of other speakers and present information to counter opposing views.

2.3 Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.

2.4 Examine opposing or challenging views for their value in achieving the same ends.

2.5 Use active listening and questioning to clarify own understanding, challenge or justify other points of view.

3. Present a convincing argument

3.1 Choose communication approach to suit the given audience.

3.2 Assert prepared position with conviction and purpose.

3.3 Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.

3.4 Use questions to elicit feedback and check audience understanding.

3.5 Respond to audience questions and arguments and support answers by reasoned explanation.

3.6 Negotiate agreement where possible, concluding with a summary of agreed items.

4. Develop a range of communication strategies

4.1 Seek feedback from others and assess the outcomes of communication.

4.2 Record and use lessons learnt to underpin future interactions.

4.3 Develop and practise language structures and features that influence audiences to a preferred point of view.

4.4 Explore and practise communication strategies for a range of workplace applications.

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. Prepare for complex communication

1.1 Clarify communication objectives, confirm those to be present and identify the communication mode.

1.2 Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.

1.3 Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.

1.4 Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.

2. Analyse and respond to opinions

2.1 Evaluate discussion to identify impartiality, bias or unsupported argument.

2.2 Record points of view of other speakers and present information to counter opposing views.

2.3 Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.

2.4 Examine opposing or challenging views for their value in achieving the same ends.

2.5 Use active listening and questioning to clarify own understanding, challenge or justify other points of view.

3. Present a convincing argument

3.1 Choose communication approach to suit the given audience.

3.2 Assert prepared position with conviction and purpose.

3.3 Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.

3.4 Use questions to elicit feedback and check audience understanding.

3.5 Respond to audience questions and arguments and support answers by reasoned explanation.

3.6 Negotiate agreement where possible, concluding with a summary of agreed items.

4. Develop a range of communication strategies

4.1 Seek feedback from others and assess the outcomes of communication.

4.2 Record and use lessons learnt to underpin future interactions.

4.3 Develop and practise language structures and features that influence audiences to a preferred point of view.

4.4 Explore and practise communication strategies for a range of workplace applications.

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.

applying legislation, regulations and policies relating to communication in the public sector

analysing and using language structures and features that influence the interpretation of spoken communication

interacting confidently with groups on familiar topics in formal and informal workplace situations

clarifying meaning, exploring issues and problem solving

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 communication in the public sector

the power and effect of spoken language

knowledge of organisation processes and hierarchy

techniques to deal with opposing views and positions

emotional intelligence techniques

organisational protocols and etiquette for communication in meetings

communication strategies to suit different audiences

ways to influence the interpretation of spoken communication