Unit of competency details

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 

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.

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. 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 

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 

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 

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 

Competency field 

Communication - Interpersonal Communication

Co-requisite units