Modification History
PUACOM001C Release 2: Layout adjusted. Application added.
PUACOM001C Release 1: Primary release.
Unit Descriptor
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.
Application of the Unit
This unit applies to all workers, but has a specific focus on the communication skills required by entry level workers with public safety organisations and other safety roles.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
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 required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
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 and Knowledge
This describes the essential skills and knowledge and their level, required for this unit. |
Required Skills |
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Required Knowledge |
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Evidence Guide
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
Specific resources for assessment No special requirements. |
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. |
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Clients may include: |
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Instructions may include: |
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Modes of communication may include: |
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Client needs may include: |
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Workplace may include: |
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Non verbal communication may include: |
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Routine correspondence may include: |
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Unit Sector(s)
Not applicable.