Use routine workplace communication techniques

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver PSPGEN002, 'Use routine workplace communication techniques'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Use routine workplace communication techniques' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and 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. Handle routine enquiries

1.1 Respond to enquiries and record details.

1.2 Determine urgency of the enquiry and respond or refer the matter promptly.

1.3 Employ effective listening and speaking skills including confirming understanding.

1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Resolve or refer problems.

1.6 Make and store records of verbal enquiries and resulting action.

2. Follow and relay routine instructions

2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

2.2 Refer difficulties in understanding instructions for clarification.

2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.

2.5 Use established communication channels as required.

3. Engage in workplace discussions

3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

3.3 Observe meeting protocols and encourage colleagues to participate where relevant.

3.4 Raise issues and ideas which affect work within the group with the appropriate person.

3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.