Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required by community services workers who may have limited contact with clients in terms of content and timing and operate under direct supervision |
Application of the Unit
Application |
The basic communication skills described in this unit may be applied across a range of workplace contexts |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Communicate appropriately with clients of the organisation |
1.1 Use verbal and non-verbal communication as appropriate 1.2 Conduct short interpersonal exchanges to clarify meaning and understand request/inquiry 1.3 Provide information relevant to accessing the service 1.4 Take time to listen for relevant information concerning inquiry/request 1.5 Demonstrate respect for diversity when communicating with clients 1.6 Respond to messages appropriately 1.7 Refer to appropriate person within organisation guidelines and procedures |
2. Present a positive image of the service to the public |
2.1 Conduct communication with the public in a courteous manner and respecting privacy 2.2 Demonstrate standards of personal presentation appropriate to the organisation |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability to:
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate this unit of competency : |
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Access and equity considerations : |
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Context of and specific resources for assessment : |
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Method of assessment : |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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. |
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Clients and others may include : |
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Communication may be in : |
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Diversity may relate to differences and may include : |
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Organisation guidelines for referral may be : |
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Communication may be via : |
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Unit Sector(s)
Not Applicable