Elements and Performance Criteria

Element

Performance Criteria

1

Contribute to the development of effective communication strategies

1.1

Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required to ensure individual and organisational effectiveness is maximised

1.2

In developing and implementing strategies special communication needs are addressed to avoid discrimination in the workplace

1.3

Channels of communication are established and reviewed regularly to ensure staff are informed of relevant information in a timely way

1.4

Coaching in effective communication is provided to staff as required

1.5

Negotiation and conflict resolution strategies are used where required to promote effective operation of the organisation

1.6

Issues are negotiated with key stakeholders, clients and staff in a way which leads to a mutually acceptable outcome

1.7

Relevant work related networks and relationships are maintained as required to ensure client needs and organisational objectives are met

1.8

All communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisational objectives

2

Represent the organisation to a range of groups

2.1

When participating in internal and external forums, presentations are relevant, appropriately researched and presented in a manner to promote the organisation, and adjusted to meet audience needs

2.2

Presentations are clear and sequential and delivered within a predetermined time and utilise appropriate media to enhance the presentation and address audience needs

2.3

Questions from the audience are responded to in a manner consistent with organisation standards

2.4

Differences in views are respected and considered in a way that values and encourages other's contributions

3

Facilitate group discussions

3.1

Mechanisms which enhance effective group interactions are defined and implemented

3.2

Strategies which encourage all group members to participate are used routinely including seeking and acknowledging contributions from all members

3.3

Objectives and agendas for meetings and discussions are routinely set and followed

3.4

Relevant information is provided to groups as appropriate to facilitate outcomes

3.5

Evaluation of group communication strategies is undertaken to promote ongoing participation of all parties

3.6

The specific communication needs of individuals are identified and addressed

4

Produce quality written materials

4.1

Writing is succinct and clear and is presented in a logical and sequential way which matches the audience and the purpose of the document

4.2

Organisation guidelines and current accepted standards of writing which match the purpose are observed in producing all written documentation

4.3

Appropriate and timely advice to management and clients is prepared and provided as required

4.4

Where individual skill levels do not match workplace requirements, appropriate remedial action is taken, including seeking assistance and additional training

5

Conduct interviews

5.1

In conducting interviews and formal discussions effort is applied to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to

5.2

Effective questioning, speaking, listening and nonverbal communication techniques are used during discussions and interviews, to ensure the required information is accessed or message communicated

5.3

Feedback and advice is given in a way which reflects current identified good practice

5.4

The conduct of interviews and formal discussions shows due regard to individual differences, needs and rights

5.5

Appropriate grievance and counselling procedures are used to deal with problems of a serious nature