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Unit of competency details

BSBCMM201A - Communicate in the workplace (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBCMM201 - Communicate in the workplaceUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 10/Mar/2009

Accredited courses that have this unit in the completion mapping

CodeTitleSort Table listing Accredited courses that have this unit in the completion mapping by the Title column
80910ACT - Certificate IV in Professional CommunicationCertificate IV in Professional Communication 
80909ACT - Advanced Diploma of Public RelationsAdvanced Diploma of Public Relations 
80908ACT - Advanced Diploma of JournalismAdvanced Diploma of Journalism 
52688WA - Certificate II in Sound and Vibration TherapyCertificate II in Sound and Vibration Therapy 
52687WA - Certificate III in Sound and Vibration TherapyCertificate III in Sound and Vibration Therapy 
52381 - Certificate II in Sound and Vibration TherapyCertificate II in Sound and Vibration Therapy 
52327 - Certificate II in Building and Construction (Pathway - Para Professional)Certificate II in Building and Construction (Pathway - Para Professional) 
30981QLD - Certificate II in Workplace PracticesCertificate II in Workplace Practices 
22523VIC - Certificate I in Employment PathwaysCertificate I in Employment Pathways 
22280VIC - Certificate I in Employment PathwaysCertificate I in Employment Pathways 
22136VIC - Certificate II in Sustainable Work PracticesCertificate II in Sustainable Work Practices 
22076VIC - Certificate II in Work PreparationCertificate II in Work Preparation 
21859VIC - Certificate I in Mumgu-dhal tyama-tiytCertificate I in Mumgu-dhal tyama-tiyt 
21773VIC - Certificate II in General Education for AdultsCertificate II in General Education for Adults 
10412NAT - Certificate II in Indigenous LeadershipCertificate II in Indigenous Leadership 
10303NAT - Certificate III in DiscipleshipCertificate III in Discipleship 
10266NAT - Certificate II in Education and Skills DevelopmentCertificate II in Education and Skills Development 
10090NAT - Certificate II in Skills for Work and Training in the Community SectorCertificate II in Skills for Work and Training in the Community Sector 
10087NAT - Certificate I in Access to Work and Training (Introductory)Certificate I in Access to Work and Training (Introductory) 

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
SIT12 - Tourism, Travel and Hospitality Training PackageTourism, Travel and Hospitality Training Package 1.0-2.0 
PUA00 - Public Safety Training PackagePublic Safety Training Package 8.1 
HLT07 - Health Training PackageHealth Training Package 4.0-5.1 
HLT - HealthHealth 1.0-1.3 
FPP10 - Pulp & Paper Manufacturing Industry Training PackagePulp & Paper Manufacturing Industry Training Package 1.0-1.3 
FNS10 - Financial Services Training PackageFinancial Services Training Package 1.0-5.1 
DEF12 - Defence Training PackageDefence Training Package 2.0 
DEF - Defence Training PackageDefence Training Package 2.0 
CUV - Arts and Culture Training PackageArts and Culture Training Package 1.0 
CUE03 - Entertainment Training PackageEntertainment Training Package 3.1-3.2 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 1.0 
CPP07 - Property Services Training PackageProperty Services Training Package 8.0-14.3 
BSB07 - Business Services Training PackageBusiness Services Training Package 5.0-9.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
SIT31312 - Certificate III in TravelCertificate III in Travel 1-3 
SIT31212 - Certificate III in Holiday Parks and ResortsCertificate III in Holiday Parks and Resorts 1-3 
SIT31113 - Certificate III in PatisserieCertificate III in Patisserie 
SIT31112 - Certificate III in PatisserieCertificate III in Patisserie 1-2 
SIT31013 - Certificate III in Catering OperationsCertificate III in Catering Operations 
SIT31012 - Certificate III in Catering OperationsCertificate III in Catering Operations 1-3 
SIT30913 - Certificate III in Asian CookeryCertificate III in Asian Cookery 
SIT30912 - Certificate III in Asian CookeryCertificate III in Asian Cookery 1-2 
SIT30813 - Certificate III in Commercial CookeryCertificate III in Commercial Cookery 
SIT30812 - Certificate III in Commercial CookeryCertificate III in Commercial Cookery 1-2 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 25/Jul/2008 
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Modification History

Not applicable.

Unit Descriptor

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to communicate in the workplace. It includes gathering, conveying and receiving information together with completing routine written correspondence.

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

Application of the Unit

Application of the unit 

This unit applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non verbal communication in a defined context under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units 

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. Gather, convey and receive information and ideas

1.1. Collect information to achieve work responsibilities from appropriate sources

1.2. Use method/s and/or equipment  to communicate appropriate ideas and information to the audience

1.3. Use effective listening and speaking skills in verbal communication 

1.4. Seek input from internal and external sources to develop and refine new ideas and approaches

1.5. Respond to instructions or enquiries promptly and in accordance with organisational requirements 

2. Complete workplace documentation and correspondence

2.1. Present written information  and ideas in clear and concise language to ensure the intended meaning of correspondence  is understood by recipient

2.2. Draft and present correspondence within designated time lines

2.3. Ensure presentation of written information meets organisational standards  of style, format and accuracy

2.4. Complete workplace forms and documentation in a clear, concise and easy to read format

3. Communicate in a way that responds positively to individual differences

3.1. Value all individuals and treat them with respect, courtesy and sensitivity

3.2. Take into consideration cultural differences in all verbal and non-verbal communication

3.3. Use communication to develop and maintain positive relationships, mutual trust and confidence

3.4. Make efforts to use basic strategies to overcome language barriers

3.5. Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocols

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE 

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

Required skills 

  • communication skills to request advice, to receive feedback and to work with a team
  • culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
  • literacy skills to identify work requirements, and to understand and process basic workplace documentation
  • organisational skills to plan work priorities and arrangements
  • technology skills to select and use technology appropriate to communication tasks.

Required knowledge 

  • key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
  • anti-discrimination legislation
  • ethical principles
  • codes of practice
  • privacy laws
  • occupational health and safety (OHS)
  • organisational policies, plans and procedures, especially style guide
  • spelling, grammar and punctuation.

Evidence Guide

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:

  • using communication methods appropriate to the audience
  • producing clear, concise and correct written communication
  • providing prompt responses to requests for information
  • 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
  • examples of workplace documents, including policies and procedures relating to communication.

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
  • review of written information and ideas
  • demonstration of techniques
  • observation of presentations
  • review of correspondence and completed workplace forms and documentation
  • assessment of presentation 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:

  • other generaladministration units.

Range Statement

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.

Communication equipment  may include:

  • facsimile machines
  • information technology components including hardware, software and communication packages
  • keyboard equipment including mouse, touchpad, keyboard
  • network systems
  • pens, pencils
  • telephones

Verbal communication  may include:

  • answering enquiries from clients
  • answering telephone calls
  • informal discussions
  • requests from colleagues
  • use of voice mail

Organisational requirements  may include:

  • access and equity principles and practice
  • business and performance plans
  • defined resource parameters
  • ethical standards
  • goals, objectives, plans, systems and processes
  • legal and organisational policies, guidelines and requirements
  • OHS policies, procedures and programs
  • quality and continuous improvement processes and standards
  • quality assurance and/or procedures manual

Written information  may include:

  • briefing notes
  • electronic mail
  • facsimiles
  • general correspondence
  • handwritten and printed materials
  • internal memos
  • telephone messages

Correspondence  may include:

  • emails
  • memorandums
  • messages
  • proformas
  • standard/form letters

Standards  may include:

  • Australian Standards
  • legislation
  • organisational policies and procedures
  • specified work standards
  • standards set by workgroup

Unit Sector(s)

Unit sector 

Competency field

Competency field 

Communication - Interpersonal Communication

Co-requisite units

Co-requisite units