Unit of competency details

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to develop communication skills in the workplace. It covers gathering, conveying and receiving information, along with completing assigned written information under direct supervision.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the unit 

This unit applies to individuals developing basic skills and knowledge of workplace communication in preparation for working in a broad range of settings.

Prerequisite units 

Employability skills 

This unit contains employability skills.

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.

ELEMENT 

PERFORMANCE CRITERIA 

1. Identify workplace communication procedures

1.1. Identify organisational communication requirements and workplace procedures  with assistance from appropriate people 

1.2. Identify appropriate lines of communication  with supervisors and colleagues

1.3. Seek advice on the communication method /equipment  most appropriate for the task

2. Communicate in the workplace

2.1. Use effective questioning, and active listening and speaking skills to gather and convey information

2.2. Use appropriate non-verbal behaviour at all times

2.3. Encourage, acknowledge and act upon constructive feedback

3. Draft written information

3.1. Identify relevant procedures and formats for written information

3.2. Draft and present assigned written information  for approval, ensuring it is written clearly, concisely and within designated timeframes

3.3. Ensure written information meets required standards  of style, format and detail

3.4. Seek assistance and/or feedback to aid communication skills development

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions, to receive feedback, and to convey messages clearly and concisely
• culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities
• literacy skills to identify work requirements, to draft written information and to process basic, relevant workplace documentation
• problem-solving skills to solve routine problems related to the workplace, under direct supervision.

Required knowledge 

• key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as privacy laws
• organisational policies, plans and procedures.

EVIDENCE GUIDE 

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.

Overview of assessment 

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

Evidence of the following is essential:

• clear, concise and correct verbal and written communication
• promptly and appropriately following instructions
• knowledge of relevant legislation.

Context of and specific resources for assessment 

Assessment must ensure:

• access to an actual workplace or simulated environment
• access to office equipment and resources
• access to examples of documents relating to workplace communication policies and procedures.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
• analysis of responses to case studies and scenarios
• demonstration of techniques
• observation of presentations
• oral or written questioning to assess knowledge of organisational policies, plans and procedures
• review of written information.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

• general administrationunits.

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, 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.

Workplace procedures  may include:

• answering telephone calls
• following instructions
• informal discussions
• requests from colleagues
• using internet and email
• using voice mail
• workplace procedures related to specific tasks

Appropriate people  may include:

• colleagues
• other staff members
• supervisors, mentors, trainers or assessors

Lines of communication  may include:

• formal and informal means
• verbal or written

Communication method /equipment  may include:

• computer network systems
• facsimile machines
• personal computer equipment including hardware, keyboards, software and communication packages
• telephones

Written information  may include:

• electronic mail
• facsimiles
• general correspondence or standard/form letters and memos
• handwritten and printed materials
• telephone messages or general messages

Standards  may include:

• organisational policies
• standards set by workgroup

Unit sector 

Competency field 

Communication - Interpersonal Communication

Co-requisite units