Communicate and interact effectively in the workplace

This unit describes the outcomes required to communicate and interact effectively with other workers, including, gathering, conveying and receiving information through verbal and written forms of communication and participating in work relationsGeneral workplace legislative and regulatory requirements may apply to this unit; however there are no specific licensing or certification requirements at the time of publicationThis unit replaces FPICOR2202A Communicate and interact effectively in the workplace


The unit involves effectively communicating and interacting in the workplace in a variety of work settings, including, a forest environment, saw mill, wood chip mill, veneer mill, board/plywood mill, timber treatment plant, downstream processing of timber, forest products factory, forest products sales and service, horticultural, domestic, local council, emergency services environment

The skills and knowledge required for competent workplace performance are to be used within the scope of the person's job and authority


Not Applicable

Elements and Performance Criteria



1. Gather, convey and receive information

1.1. Applicable Occupational Health and Safety (OHS), environmental, legislative and organisational requirements relevant to communicating and interacting effectively in the workplace are identified and followed

1.2. Verbal and written instructions are gathered, received and responded to with correct actions

1.3. Instructions are conveyed accurately using relevant communication modes

1.4. Work signage is responded to with correct action

1.5. Information is conveyed in simple language and messages are acknowledged and checked

1.6. Questions are used to gain additional information and to clarify understanding

2. Carry out face-to-face routine communication

2.1. Routine instructions and messages are received and followed

2.2. Workplace procedures are carried out to company requirements

2.3. Information from a range of sources is accessed, interpreted and checked with appropriate personnel

2.4. Information is selected and sequenced correctly

2.5. Verbal and written reporting is conducted clearly and legibly in line with workplace procedures

3. Apply visual communications

3.1. Visual communications are used following accepted industry practices and/or social conventions

3.2. Attention of the communicating parties is obtained, checked and acknowledged

3.3. Intention of visual communications is clarified and checked at each step

3.4. Unclear or ambiguous visual communications are questioned or visually cancelled

3.5. Instances of unclear visual communications are followed up to avoid repeated problems

4. Participate in simple meeting processes

4.1. Correct process for meetings is identified and followed in line with pre-determined or agreed procedures

4.2. Responses are sought and provided to others in the group

4.3. Constructive contributions are made to the group

4.4. Goals or outcomes are noted and communicated to appropriate personnel

5. Maintain work relationships

5.1. Communication with co-workers is conducted in a courteous manner which reflects sensitivity to individual, social and cultural differences

5.2. Relevant workplace information is shared with co-workers to achieve designated individual and team, goals and objectives

5.3. Assistance is provided to, and sought from, co-workers to achieve work tasks

5.4. Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified with appropriate personnel

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Required skills

Technical skills sufficient to use and maintain relevant equipment

Communication skills sufficient to; effectively request information; actively listen; effectively receive and action feedback; effectively relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities; use appropriate communication and interpersonal techniques with colleagues and others

Literacy skills sufficient to accurately locate, record and report information

Numeracy skills sufficient to estimate, measure and calculate time required to complete a task

Problem solving skills sufficient to effectively solve routine problems, review and accurately identify and interpret work requirements

Required knowledge

Applicable Commonwealth, State or Territory legislation, regulations, standards, codes of practice and established safe practices relevant to the full range of processes for effective communication and interaction in the workplace

Environmental protection requirements, including the safe disposal of waste material

Organisational and site standards, requirements, policies and procedures relevant to effective communication and interaction in the workplace

Basic principles of effective communication

Basic principles of working relationships

Differences between written and spoken language

Organisational standards for the presentation of written information

Established communication channels and protocols

Problem identification and resolution strategies

Types of tools and equipment and procedures for their safe use and maintenance

Appropriate mathematical procedures for estimating and measuring, including calculating time to complete tasks

Procedures for recording and reporting workplace information

Evidence Required

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

A person who demonstrates competency in this unit must be able to provide evidence that they can communicate and interact effectively in the workplace

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements of this unit and include demonstration of:

following applicable Commonwealth, State or Territory legislative and regulatory requirements and codes of practice relevant to communicating and interacting effectively in the workplace

following organisational policies and procedures relevant to communicating and interacting effectively in the workplace

the ability to receive and relay verbal, non-verbal and written information in a clear, concise and accurate manner

the use of a range of visual communication signals

participation in workplace meetings using agreed processes to resolve issues

Context of and specific resources for assessment

Competency is to be assessed in the workplace or realistically simulated workplace

Assessment is to occur under standard and authorised work practices, safety requirements and environmental constraints

Assessment of required knowledge, other than confirmatory questions, will usually be conducted in an off-site context

Assessment is to follow relevant regulatory or Australian Standards requirements

The following resources should be made available:

workplace location or simulated workplace

materials and equipment relevant to undertaking work applicable to this unit

specifications and work instructions

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of the FPI11 Training Package

Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with application of required knowledge

Assessment must be by direct observation of tasks, with questioning on required knowledge and it must also reinforce the integration of employability skills

Assessment methods must confirm the ability to access and correctly interpret and apply the required knowledge

Assessment may be applied under project-related conditions (real or simulated) and require evidence of process

Assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances

Assessment may be in conjunction with assessment of other units of competency

The assessment environment should not disadvantage the candidate

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality, gender or language backgrounds other than English

Where the participant has a disability, reasonable adjustment may be applied during assessment

Language and literacy demands of the assessment task should not be higher than those of the work role

Range Statement

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.

OHS requirements:

are to be in line with applicable Commonwealth, State or Territory legislation and regulations, and organisational safety policies and procedures, and may include:

personal protective equipment and clothing

safety equipment

first aid equipment

fire fighting equipment

hazard and risk control

fatigue management

elimination of hazardous materials and substances

safe forest practices including required actions relating to forest fire

manual handling including shifting, lifting and carrying

job risk assessments

Environmental requirements may include:


organisational policies and procedures

workplace practices

Legislative requirements:

are to be in line with applicable Commonwealth, State or Territory legislation, regulations, certification requirements and codes of practice and may include:

award and enterprise agreements

industrial relations

Australian Standards

confidentiality and privacy


the environment

equal opportunity


relevant industry codes of practice

duty of care

heritage and traditional land owner issues

Organisational requirements may include:


organisational and site guidelines

policies and procedures relating to own role and responsibility

quality assurance

procedural manuals

quality and continuous improvement processes and standards

OHS, emergency and evacuation procedures

ethical standards

recording and reporting requirements

equipment use and maintenance and storage requirements

environmental management requirements (waste disposal, recycling and re-use guidelines)

Verbal and written instructions may include:

graphical instructions



work bulletins

charts and hand drawings




material safety data sheets (MSDS)




Communication modes may include:

verbal and non-verbal language

constructive feedback

active listening

questioning to clarify and confirm understanding

use of positive, confident and cooperative language

use of language and concepts appropriate to individual social and cultural differences

control of tone of voice

body language

use of telephones (including mobile)




two-way radios

Work signage may include:

site safety signs

directional signs

traffic signs

facility or location signs


Interpreting information may include:

company procedures


OHS requirements

induction procedures

industrial agreements



delivery dockets


workplace policies

quality requirements



work schedules

emergency procedures

job risk assessments

Appropriate personnel may include:




Sequencing information is to include:

receiving the information and converting it into a logical order of activities

Reporting may include:

verbal or written communication of work output

quality outcomes


incidents or equipment malfunctions

completion of written notes

simple workplace proformas or documents

email communication

Visual communications may include:

eye contact

hand signals

electronic signals

mechanical signals

Meetings may be:

on or off-site

and are to include:

tool box meetings

team meetings

project meetings

meetings with land owners

staff meetings

industrial meetings

Social and cultural differences may be expressed in:


traditional practices and observations







religious and spiritual observances

social conventions

cultural stereotypes

conventions of gender or sexuality


Not Applicable

Competency Field


Employability Skills

This unit contains employability skills

Licensing Information

Refer to Unit Descriptor