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Evidence Guide: SFICOMP317A - Facilitate effective communication 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

 

SFICOMP317A - Facilitate effective communication in the workplace

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

Assess situations and adapt communication technique accordingly

  1. Verbal communication is tailored to the identified audience.
  2. Body language of audience is correctly assessed and responded to appropriately.
  3. Active listening skills are employed and questioning techniques used to clarify issues or problem areas for resolution.
  4. Communication strategies are adopted that reflect consideration of the full range of human characteristics/factors.
  5. Where required, expert advice is sought or referrals made according to agreed procedures.
  6. Contradictions, ambiguities, uncertainties or misunderstandings are identified and checked with a range of sources and references.
Verbal communication is tailored to the identified audience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Body language of audience is correctly assessed and responded to appropriately.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Active listening skills are employed and questioning techniques used to clarify issues or problem areas for resolution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication strategies are adopted that reflect consideration of the full range of human characteristics/factors.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where required, expert advice is sought or referrals made according to agreed procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contradictions, ambiguities, uncertainties or misunderstandings are identified and checked with a range of sources and references.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate effectively in the workplace

  1. Appropriate interpersonal communicationtechniques and skills are selected and applied.
  2. Communication is clear, concise and accurate.
Appropriate interpersonal communicationtechniques and skills are selected and applied.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication is clear, concise and accurate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in meetings

  1. Supervisors and other colleagues are briefed with regard to the meeting's purpose and proposed positions to be put forward.
  2. Documents to be used in meetings are obtained/researched.
  3. Own contributions are prepared in advance relevant to the purposes of the meetings and supportive of the organisation's corporate goals and objectives.
  4. Own position is clearly and effectively stated and substantiated.
Supervisors and other colleagues are briefed with regard to the meeting's purpose and proposed positions to be put forward.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documents to be used in meetings are obtained/researched.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Own contributions are prepared in advance relevant to the purposes of the meetings and supportive of the organisation's corporate goals and objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Own position is clearly and effectively stated and substantiated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Utilise conflict resolution/negotiation skills to address issues/incidents

  1. Control and objectivity is maintained at all times in conflict situations.
  2. Situational conflict is, as far as possible, de-escalated.
  3. Persons in conflict are separated, where appropriate, and relevant solutions negotiated or imposed correctly.
  4. Where required, external agencies are accessed and utilised.
Control and objectivity is maintained at all times in conflict situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situational conflict is, as far as possible, de-escalated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Persons in conflict are separated, where appropriate, and relevant solutions negotiated or imposed correctly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where required, external agencies are accessed and utilised.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessment must confirm ability to:

effectively interact and communicate with colleagues and clients

respond to conflict situations in accordance with jurisdictional law and guidelines.

Assessment must confirm knowledge of:

communicative processes

barriers to effective communication.

Context of and specific resources for assessment

Assessment is to be conducted on the job or in a simulated environment.

Method of assessment

The following assessment methods are suggested:

written or oral short-answer testing

practical exercises or role-plays

observation of practical demonstration.

Guidance information for assessment

This unit may be assessed holistically with other units within a qualification.

Required Skills and Knowledge

Required skills

adapting personal communication style to a variety of situations

conflict negotiation and resolution

effectively communicating instructions/directives to suspects and other members of the public

incident de-escalation

using interpretive services to facilitate communication

using verbal communication to take control of situations.

Literacy skills used for:

researching information for meetings.

Required knowledge

agency codes of ethics

agency policy and operational procedures regarding critical incident negotiation

agency policy and procedures covering verbal communication requirements

barriers to effective communication

communicative process

impacts of age, gender, ethnicity/aboriginality, special needs groups, personality and drugs/alcohol on the communicative process

meanings of various body language forms

state or territory anti-discrimination Acts

various support agencies available and the types of services offered.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Situations cover all taskings undertaken by officers, whether reactive or proactive patrolling, undertaking station duties, and relate to circumstances in which the officer is in contact with other persons. Such processes may include:

criminals

face to face

fellow officers

giving and/or receiving instructions and lawful direction

interviewing persons

providing verbal reports or seeking information

responding to inquiries

single or groups

suspects.

Body language may include:

non-verbal characteristics exhibited by each person in response to the presence of fishery officers or lawful instruction given by such officers. Such characteristics may represent positive compliant behaviour or a negative non-cooperative/aggressive response.

Problem areas for resolution may include

arrest scenes

crime scenes

disputes over procedural issues, such as processing or charging persons

life threatening situations, such as confrontations with armed persons

serving summons

workplace disputes

workplace complaints

workplace grievance situations.

Human characteristics/factors may include:

age

ethnicity

gender

geographic and demographic impacts

physical capacity

impacts of alcohol and legal/illegal drugs

peer group pressures

personality

previous experiences/encounters with fisheries officers.

Interpersonal communication techniques and skills may include:

appropriate language

appropriate recognition and professional response to cultural diversity.

Meetings may include:

formal, informal or pre-planned, and involve functional area/authority personnel, and may be for:

operations assessment/debriefings

operational planning

occupational health and safety (OHS).

De-escalation means:

reducing a situation to a point where the issue is reduced to a controllable level and the risk to life or property is minimised.

Relevant solutions, depending on the actual situation, may include:

the issuing of lawful instructions/directions

employment of de-escalation processes

the 'use of force'

arresting, cautioning, reporting and detaining

accessing further assistance from either fellow officers or police.

The development of appropriate response strategies should also take into account the needs and characteristics of factors such as age, gender and cultural/social background.

External agencies may include:

ethnic advisory services

marine and transport

police.

Negotiation can take place with supervisors, colleagues and members of the public.