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 PSPGOV202B, '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



1. Handle routine enquiries

1.1 Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards.

1.2 Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures.

1.3 Effective listening and speaking skills are employed including confirming understanding.

1.4 An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures.

1.6 Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security.

2. Follow and relay routine instructions

2.1 Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader.

2.2 Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures.

2.3 Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required.

2.4 Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements.

2.5 Established communication channels are used as required.

3. Engage in workplace discussions

3.1 Oral interactions with other staff are used to exchange information, explore issues and solve routine problems.

3.2 Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements.

3.3 Meeting protocols are observed and colleagues are encouraged to participate where relevant.

3.4 Issues and ideas which affect work within the group are raised with the appropriate person.

3.5 Unresolved conflicts which affect work in the group are referred through the appropriate channel.

Qualifications and Skillsets

PSPGOV202B appears in the following qualifications:

  • PUA41506 - Certificate IV in Public Safety (Defence Paralegal Services)
  • CPP20111 - Certificate II in Surveying and Spatial Information Services
  • PSP20104 - Certificate II in Government

And the skillsets: