Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit of competency covers the ability to receive and pass on written and oral messages, provide relevant information in response to requests within timelines and demonstrate effective interpersonal skills. |
Application of the Unit
Application of the unit |
This unit of competency is applicable to laboratory assistants and instrument operators working in all industry sectors. Industry representatives have provided case studies to illustrate the practical application of this unit of competency and to show its relevance in a workplace setting. These are found at the end of this unit of competency under the section 'This competency in practice'. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Receive and act upon instructions |
1.1. Listen attentively to instructions and respond appropriately 1.2. Clarify instructions to ensure a complete understanding of the task |
2. Receive and convey messages |
2.1. Receive verbal and written messages and respond appropriately 2.2. Record and convey information so that messages are understood |
3. Demonstrate appropriate interpersonal skills |
3.1. Follow enterprise procedures which reflect equal opportunity, anti-discrimination and non-harassment legislative requirements 3.2. Demonstrate effective interpersonal skills during everyday interactions |
4. Provide appropriate information |
4.1. Deal with inquiries in accordance with enterprise customer service requirements 4.2. Establish details of inquiry by questioning and summarising 4.3. Access and provide relevant information that meets own authorisation and confidentiality requirements 4.4. Redirect inquiries to relevant personnel for resolution if beyond own area of responsibility 4.5. Complete all workplace documents legibly and accurately in accordance with enterprise procedures |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
Required skills include:
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Required knowledge |
Required knowledge includes:
Specific industry Additional knowledge requirements may apply for different industry sectors. For example: Manufacturing, food processing and construction materials testing industry sectors:
Biomedical industry sector:
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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, range statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Assessors should ensure that candidates can:
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Context of and specific resources for assessment |
This unit of competency is to be assessed in the workplace or simulated workplace environment. This unit of competency may be assessed with:
Resources may include:
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Method of assessment |
The following assessment methods are suggested:
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency which are difficult to assess directly. Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate ethnicity, age, gender, demographics and disability. Access must be provided to appropriate learning and/or assessment support when required. The language, literacy and numeracy demands of assessment should not be greater than those required to undertake the unit of competency in a work like environment. |
This competency in practice |
Industry representatives have provided the case studies below to illustrate the practical application of this unit of competency and show its relevance in a workplace setting. Manufacturing A technician in a petroleum refinery asked a laboratory assistant to 'go down to the cat and take a sample of the bottoms,' not realising that the assistant had only just started work with the company. The assistant looked at the technician in amazement, not knowing whether to pretend to understand, maintain self esteem, or clarify the instructions for the task. The assistant decided on the latter - to ask for clarification - and the technician repeated the instructions without using jargon. The laboratory assistant then proceeded to the catalytic cracker to take the sample as per the appropriate standard operating procedures. Biomedical The regular collection staff were not present when a flustered client came into the outpatient clinic with a domestic container full of straw coloured fluid. The receptionist knew what urine collection containers usually looked like and this was clearly not one. The receptionist called for help from the laboratory in the absence of collection staff. A technical officer was sent. The officer quickly realised that a recollection would be requested and because this would be inconvenient to the patient, tried to seek an explanation from them as to why the correct container was not used. The technical officer then explained as clearly and gently as possible the reasons for the recollection and why the substitute container could not be used. The officer confirmed that the patient was clear on the collection procedure and checked that the labels on the new container were correct. Food The front office staff of a small food processing company were responsible for many tasks and could not always ensure that they were in the office to receive customers and answer phone calls. This meant that urgent inquiries were not always immediately attended to and some customers became irate if they were unfortunate enough to have made several inquiries while the office staff were absent. The company laboratory was adjacent to the reception area and laboratory technicians would attend to customers if they happened to see them waiting. The laboratory technicians realised that they could improve company-customer relations. They organised for a buzzer to be installed that connected the reception desk to the laboratory and the reception phone to redirect to the laboratory if it was not answered within a reasonable period of time. Since they could not always attend to the specific needs of the callers, they developed a standard format for recording messages that were passed back to the reception staff. The laboratory assistants were also trained to receive personal and phone inquires in an appropriate manner. The company found that, even though the laboratory technicians could not always satisfy the immediate demands of customers, the customer satisfaction level was greater when customers were attended to personally than when they were connected to an answering machine or not received at all. |
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. 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. |
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Codes of practice |
Where reference is made to industry codes of practice, and/or Australian/international standards, it is expected the latest version will be used |
Standards , codes , procedures and /or enterprise requirements |
Standards, codes, procedures and/or enterprise requirements may include:
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Communication |
Communication may include interactions with:
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Items of equipment |
Items of equipment may include:
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Interpersonal communication |
Interpersonal communication includes:
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Occupational health and safety (OHS ) and environmental management requirements |
OHS and environmental management requirements:
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Unit Sector(s)
Unit sector |
Communication/organisation |
Competency field
Competency field |
Co-requisite units
Co-requisite units |
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