^

 
 

Unit of competency details

BSBCMM402 - Implement effective communication strategies (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCMM402A - Implement effective communication strategiesUpdated to meet Standards for Training Packages 24/Mar/2015
Is superseded by BSBCMM511 - Communicate with influence 18/Oct/2020

Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Accredited courses that have this unit in the completion mapping

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 30/Jul/2015 
The content being displayed has been produced by a third party, while all attempts have been made to make this content as accessible as possible it cannot be guaranteed. If you are encountering issues following the content on this page please consider downloading the content in its original form

Unit of competency

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to select and use communication strategies required to respond to an enquiry.

It applies to individuals who analyse information and then either respond personally or refer the enquiry to others.

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

Unit Sector

Communication – interpersonal communication

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Receive enquiry

1.1 Establish nature of enquiry

1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations

1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry

1.4 Record person's details and issues

2 Identify and apply appropriate communication techniques

2.1 Use communication strategies that reflect organisational standards and procedures

2.2 Use effective communication techniques during the enquiry

2.3 Ensure confidentiality of the enquiry is respected

3 Determine action to be taken

3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals

3.2 Respond in an appropriate manner

3.3 Involve other parties in action if appropriate

3.4 Manage expectations of person making enquiry

4 Review outcomes of communication

4.1 Follow up with person making enquiry to ensure action was effected

4.2 Seek feedback about the communication strategies

4.3 Undertake appropriate record keeping and reporting

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.2, 2.1

  • Interprets textual information from a range of sources to determine organisational standards and procedures

Writing

1.4, 2.1, 3.1, 3.2, 4.1, 4.3

  • Accurately records information and completes documentation using required format, terminology and conventions
  • Prepares reports according to organisational requirements

Oral Communication

1.1, 1.2, 1.3, 2.1, 2.2, 3.1, 3.2, 3.3, 4.1, 4.2

  • Uses listening and questioning techniques to gather information required to respond to queries
  • Presents information using words and non-verbal features appropriate to the audience and context

Navigate the world of work

1.2, 1.3, 2.1, 3.1

  • Recognises and applies organisational policies and procedures and meets expectations associated with own work

Interact with others

1.2, 2.1, 2.2, 3.1, 3.2, 3.3

  • Uses appropriate communication practices showing awareness of the need to adjust personal communication style when handling enquiries of a sensitive nature

Get the work done

1.1, 1.4, 3.1, 3.3, 3.4, 4.1-4.3

  • Plans a range of routine and non-routine tasks and implements actions in accordance with plan to meet desired outcomes
  • Uses problem solving skills to analyse enquiries and propose possible solutions, seeking input from others as required
  • Evaluates outcomes of decisions to identify opportunities for improvement

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCMM402 Implement effective communication strategies

BSBCMM402A Implement effective communication strategies

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • receive enquiries according to organisational and legislative requirements
  • select and use appropriate communication strategies and techniques for the particular needs of the person making the enquiry
  • convey options available to address the enquiry and determine action to be taken according to organisation’s policies and procedures
  • confirm that the enquiry has been adequately addressed with the person making the enquiry
  • document details of the enquiry and action taken according to organisational and legislative requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • identify organisation’s standards and procedures which apply when responding to enquiries
  • identify key legislative obligations and requirements which must be observed when responding to an enquiry.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

  • organisational policies and procedures relevant to customer service
  • relevant legislation or codes of practice
  • office equipment and resources
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10