- BSBCMM201A - Communicate in the workplace
Communicate in the workplace
This unit applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non verbal communication in a defined context under direct supervision or with limited individual responsibility.
Elements and Performance Criteria
1. Gather, convey and receive information and ideas
1.1. Collect information to achieve work responsibilities from appropriate sources
1.2. Use method/s and/or equipment to communicate appropriate ideas and information to the audience
1.3. Use effective listening and speaking skills in verbal communication
1.4. Seek input from internal and external sources to develop and refine new ideas and approaches
1.5. Respond to instructions or enquiries promptly and in accordance with organisational requirements
2. Complete workplace documentation and correspondence
2.1. Present written information and ideas in clear and concise language to ensure the intended meaning of correspondence is understood by recipient
2.2. Draft and present correspondence within designated time lines
2.3. Ensure presentation of written information meets organisational standards of style, format and accuracy
2.4. Complete workplace forms and documentation in a clear, concise and easy to read format
3. Communicate in a way that responds positively to individual differences
3.1. Value all individuals and treat them with respect, courtesy and sensitivity
3.2. Take into consideration cultural differences in all verbal and non-verbal communication
3.3. Use communication to develop and maintain positive relationships, mutual trust and confidence
3.4. Make efforts to use basic strategies to overcome language barriers
3.5. Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocols
communication skills to request advice, to receive feedback and to work with a team
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
literacy skills to identify work requirements, and to understand and process basic workplace documentation
organisational skills to plan work priorities and arrangements
technology skills to select and use technology appropriate to communication tasks.
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
codes of practice
occupational health and safety (OHS)
organisational policies, plans and procedures, especially style guide
spelling, grammar and punctuation.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
using communication methods appropriate to the audience
producing clear, concise and correct written communication
providing prompt responses to requests for information
knowledge of relevant legislation.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of workplace documents, including policies and procedures relating to communication.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of written information and ideas
demonstration of techniques
observation of presentations
review of correspondence and completed workplace forms and documentation
assessment of presentation of written information.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other generaladministration units.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Communication equipment may include:
information technology components including hardware, software and communication packages
keyboard equipment including mouse, touchpad, keyboard
Verbal communication may include:
answering enquiries from clients
answering telephone calls
requests from colleagues
use of voice mail
Organisational requirements may include:
access and equity principles and practice
business and performance plans
defined resource parameters
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manual
Written information may include:
handwritten and printed materials
Correspondence may include:
Standards may include:
organisational policies and procedures
specified work standards
standards set by workgroup
Communication - Interpersonal Communication
This unit contains employability skills.