Use advanced workplace communication strategies

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 PSPGEN033, 'Use advanced workplace communication strategies'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Use advanced workplace communication strategies' 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. Deal with complex enquiries and/or complaints

1.1 Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.

1.2 Record complaint and/or enquiry, and verify with the client.

1.3 Obtain documentation to support complaint and/or enquiry if required.

1.4 Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.

1.5 Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.

1.6 Advise client of action taken to resolve the complaint and/or enquiry and record.

2. Give directions

2.1 Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically.

2.2 Give directions and confirm understanding of directions.

2.3 Resolve problems or refer if required.

2.4 Provide feedback on implementation.

3. Manage meetings

3.1 Clarify purpose of each meeting and develop the agenda in consultation with participants.

3.2 Select procedure for each meeting and style of facilitating.

3.3 Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.

3.4 Ensure meetings are focused on the objectives of the meeting and are time efficient.

3.5 Enable participation, discussion, problem solving and resolution of issues by all those present.

3.6 Summarise decisions and recommendations, check for accuracy and record as required.

4. Make presentations

4.1 Make presentations to a range of audiences.

4.2 Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.

4.3 Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.

4.4 Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.

4.5 Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.