Communicate in the workplace

This unit covers the competency for interacting with people internally and externally through verbal, nonverbal and written communications in the workplace and the ability to follow verbal and written workplace instructions.


The application of this unit in the workplace - the environments, complexities and situations involved - will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

This text will be useful for the purposes of job descriptions, recruitment advice or job analysis; where possible, it will not be too job specific to allow other industries to import it into other Training Packages, where feasible.


Prerequisite Unit/s


Elements and Performance Criteria



1. Communicate verbally

1.1 Language used in all communications is clear concise and appropriate to client, assignment and organisation's requirements

1.2 Active listening skills and questioning techniques are used to clarify issues

1.3 Established communication pathways are used for routine and non-routine communication

2. Communicate non verbally

2.1 Non verbal communication is positive, culturally appropriate and tailored to the audience

2.2 Non verbal communication is consistent with verbal communication

3. Communicate with clients

3.1 Questioning, learning and summarising skills are used to establish client needs

3.2 The needs of clients are addressed in line with organisation's policy and procedures

3.3 Confidentiality is observed in accordance with organisation's policies and procedures

4. Give and receive instructions

4.1 Instructions received are acted upon within an agreed time frame and to meet organisation needs

4.2 Difficulties/problem areas are identified and communicated to the appropriate person in a timely manner

4.3 Clarification of instructions is sought from the appropriate person

4.4 Instructions are relayed clearly, concisely and accurately and confirmation of understanding obtained

5. Take part in group discussions and informal meetings

5.1 Contributions are made in small informal group activities and meetings to facilitate outcomes

5.2 Responses are sought from, and provided to, other group members in a constructive way

5.3 Views and opinions of individuals or a group are understood, acknowledged and accurately represented to others where required

6. Prepare and process routine written correspondence notes and records

6.1 Information and ideas are presented in a format, language and timeframe to meet organisation's requirements

6.2 Presentation of written documents meets organisation's standards of style and accuracy

6.3 Documents are processed to comply with legislative requirements and organisation's policy and procedures

Required Skills

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

Required Skills

communicate in group setting

follow written instructions

give and receive verbal instructions

interact with clients

use information technology effectively

Required Knowledge

effective non verbal communication techniques

effective verbal communication techniques

group communication techniques

small group dynamics

written communication skills

Evidence Required

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

It is essential for this unit that competence be demonstrated in effectively interacting with clients and communicate verbally and non verbally

Consistency in performance

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of and specific resources for assessment

Context of assessment

A combination of oral or written presentations


on the job and/or in a simulated workplace environment

Specific resources for assessment

No special requirements

Guidance information for assessment

Information that will assist or guide assessment will be written during Phase II of the Review of the PUA00 Public Safety Training Package.

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 in the Performance Criteria is detailed below.

Clients may include



representatives of other organisations

representatives of non government organisations


members of the public

persons from culturally and linguistically diverse backgrounds

people with hearing/vision impairments

Instructions may include


non verbal

written and may include requests


Modes of communication may include


face to face


mobile telephone

land line telephone


information technology systems

signalling systems

pamphlets translated in other languages for persons from culturally and linguistically diverse backgrounds

Auslan gestures

use of interpreters


visual signalling re vessels

helicopter signals

fixed plane signals

signalling to vessel skipper re anchoring, towing etc

Client needs may include





Workplace may include


in the field


operational area

surf or ocean environment

blue water coastal areas, barrier reef

bars and bar crossings

Non verbal communication may include

body language

gestures and signals

Routine correspondence may include

brief notes


number of themes covered in document would be simple and limited


Not applicable.

Employability Skills

This unit contains employability skills.

Licensing Information

Not applicable.