Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit of competency covers the competence to communicate in the workplace by oral, written and electronic means. |
Application of the Unit
Application of the unit |
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. Write routine texts |
1.1. Routine texts of one or more sentences are composed in accordance with workplace requirements 1.2. Routine forms are completed in accordance with workplace requirements 1.3. Spelling, punctuation and grammar rules are followed 1.4. Texts are self-checked for accuracy and presented for progress checks by relevant persons |
2. Read routine documents |
2.1. Purpose of the text is understood and described 2.2. Main points or ideas presented are described 2.3. New technical words are comprehended 2.4. The meaning of key words and phrases are explained |
3. Contribute to workplace communications |
3.1. Information is accessed to ensure effective communication when sending or receiving information 3.2. Assistance is provided to colleagues in the workplace to foster common understanding 3.3. Requests for information from colleagues are met 3.4. Documents are kept and maintained in accordance with workplace/enterprise procedures and government legislation |
4. Apply basic computer skills |
4.1. Computer is turned on according to manufacturer/ component supplier specifications or workplace procedures 4.2. Software is loaded or selected from menu 4.3. File is identified and selected or new file is produced 4.4. Information is entered, edited or deleted using an input device and within workplace designated speed and accuracy requirements 4.5. Document is saved regularly to avoid loss of information 4.6. Document is proof read and amended for accuracy 4.7. Document is produced in required style and format 4.8. Document is printed 4.9. File is saved and closed and program closed or exited according to manufacturer/component supplier specifications or workplace procedures 4.10. Computer is turned off according to manufacturer/ component supplier specifications or workplace procedures 4.11. OHS guidelines relating to screen-based equipment and computer workstations are observed |
5. Operate workplace telephone systems |
5.1. Telephone system functions are used according to enterprise policy 5.2. Outgoing calls are completed in accordance with manufacturer instructions and enterprise policy and procedures 5.3. Incoming calls are answered promptly and in accordance with enterprise policy and procedures 5.4. Calls are transferred or placed on hold 5.5. Caller is kept informed of delays and action being taken 5.6. Caller details and purpose of call are obtained and documented 5.7. Messages are documented and calls promptly returned if required |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
General knowledge of:
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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 |
It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:
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Context of and specific resources for assessment |
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Method of assessment |
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons, subject to agreed authentication arrangements. |
Guidance information for assessment |
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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Business types |
Enterprise may vary in size, type and location, the range of work activities conducted, hours of operation and the number and type of staff |
Staff |
Staff may:
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Communication |
Communication may include:
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Legislative requirements |
Legislative requirements may include:
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Policies and procedures |
Enterprise policies and procedures may relate to:
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Unit Sector(s)
Unit sector |
Common |
Co-requisite units
Co-requisite units |
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Competency field
Competency field |