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Evidence Guide: SIRXCOM001 - Communicate in the workplace to support team and customer outcomes

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

 

SIRXCOM001 - Communicate in the workplace to support team and customer outcomes

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

Use effective communication techniques.

  1. Greet others in a polite and friendly manner.
  2. Use questioning and active listening to determine the other person’s needs.
  3. Use tact and discretion when interacting with others.
  4. Provide clear and concise information according to the person’s needs and take follow up action as required.
  5. Use features of communications technology according to organisational procedures.
Greet others in a polite and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use questioning and active listening to determine the other person’s needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use tact and discretion when interacting with others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide clear and concise information according to the person’s needs and take follow up action as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use features of communications technology according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to diversity in communication.

  1. Treat people from diverse backgrounds equally and with respect and sensitivity.
  2. Consider cultural differences in verbal and non-verbal communication.
  3. Use gestures or simple words to communicate where language barriers exist.
  4. Obtain assistance from colleagues or supervisors when required to facilitate communication.
Treat people from diverse backgrounds equally and with respect and sensitivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider cultural differences in verbal and non-verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use gestures or simple words to communicate where language barriers exist.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain assistance from colleagues or supervisors when required to facilitate communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm and respond to workplace requirements.

  1. Identify lines of workplace communication and seek information about work requirements.
  2. Listen to, clarify and agree nature of work instructions and timelines.
  3. Seek assistance from others to complete work as required.
  4. Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.
  5. Encourage, acknowledge and act upon constructive feedback provided by other team members.
Identify lines of workplace communication and seek information about work requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Listen to, clarify and agree nature of work instructions and timelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from others to complete work as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage, acknowledge and act upon constructive feedback provided by other team members.

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.

1. Use effective communication techniques.

1.1.Greet others in a polite and friendly manner.

1.2.Use questioning and active listening to determine the other person’s needs.

1.3.Use tact and discretion when interacting with others.

1.4.Provide clear and concise information according to the person’s needs and take follow up action as required.

1.5.Use features of communications technology according to organisational procedures.

2. Respond to diversity in communication.

2.1.Treat people from diverse backgrounds equally and with respect and sensitivity.

2.2.Consider cultural differences in verbal and non-verbal communication.

2.3.Use gestures or simple words to communicate where language barriers exist.

2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.

3. Confirm and respond to workplace requirements.

3.1.Identify lines of workplace communication and seek information about work requirements.

3.2.Listen to, clarify and agree nature of work instructions and timelines.

3.3.Seek assistance from others to complete work as required.

3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Use effective communication techniques.

1.1.Greet others in a polite and friendly manner.

1.2.Use questioning and active listening to determine the other person’s needs.

1.3.Use tact and discretion when interacting with others.

1.4.Provide clear and concise information according to the person’s needs and take follow up action as required.

1.5.Use features of communications technology according to organisational procedures.

2. Respond to diversity in communication.

2.1.Treat people from diverse backgrounds equally and with respect and sensitivity.

2.2.Consider cultural differences in verbal and non-verbal communication.

2.3.Use gestures or simple words to communicate where language barriers exist.

2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.

3. Confirm and respond to workplace requirements.

3.1.Identify lines of workplace communication and seek information about work requirements.

3.2.Listen to, clarify and agree nature of work instructions and timelines.

3.3.Seek assistance from others to complete work as required.

3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

engage in four different interactions that individually or cumulatively involve communication with people who are:

customers

peer team members

supervisors

from diverse backgrounds

communicate with others:

face-to-face

by telephone

communicate with others to confirm the requirements of three different work tasks.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media

communication techniques:

active listening

open and closed questioning

use of verbal and non-verbal cues

communication methods which convey information clearly and concisely

basic communication expectations in relation to:

tact

sensitivity

discretion

nature of diversity and the impact of diversity on communication.