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Unit of competency details

BSBXCM401 - Apply communication strategies in the workplace (Release 2)

Summary

Usage recommendation:
Current
Release Status:
Current
Releases:
ReleaseRelease date
2 (this release) 19/Oct/2020
(View details for release 1) 21/Feb/2019


Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
BSB40620 - Certificate IV in Legal ServicesCertificate IV in Legal Services
BSB40820 - Certificate IV in Marketing and CommunicationCertificate IV in Marketing and Communication
NWP40120 - Certificate IV in Water Industry OperationsCertificate IV in Water Industry Operations
BSB40120 - Certificate IV in BusinessCertificate IV in Business
BSB40420 - Certificate IV in Human Resource ManagementCertificate IV in Human Resource Management
BSB40215 - Certificate IV in BusinessCertificate IV in Business
BSB40520 - Certificate IV in Leadership and ManagementCertificate IV in Leadership and Management
BSB40320 - Certificate IV in Entrepreneurship and New BusinessCertificate IV in Entrepreneurship and New Business
FNS41420 - Certificate IV in General InsuranceCertificate IV in General Insurance
BSB40220 - Certificate IV in Aboriginal and Torres Strait Islander GovernanceCertificate IV in Aboriginal and Torres Strait Islander Governance
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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 05/Apr/2019 
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Unit Of competency

Modification History

Release 

Comments 

Release 2

This version released with BSB Business Services Training Package Version 7.0.

Version created to clarify knowledge evidence

Release 1

This version first released with BSB Business Services Training Package Version 4.0.

Application

This unit describes the skills and knowledge required to facilitate and apply communication strategies in the workplace within any industry.

This unit has a specific focus on the communication skills required for supervisor level workers with responsibility for other workers.

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

Unit Sector

Cross Sector Skill

Elements and Performance Criteria

Elements 

Performance Criteria 

Elements describe the essential outcomes.

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

1. Prepare for communication

1.1 Identify work activities requiring communication

1.2 Establish communication requirements for identified work activities

1.3 Identify communication roles for self and others to complete activity

1.4 Seek assistance or clarification regarding communication objectives as required

1.5 Select appropriate method of communicating information internally and externally based on organisational requirements

2. Use communication strategies to provide work instruction

2.1 Use appropriate presentation methods to communicate information or instruction based on the requirements of audience

2.2 Use appropriate method of communicationto communicate information or instruction based on the requirements of audience

2.3 Negotiate expected work requirements with others and clarify that instructions have been understood

3. Facilitate workplace communication

3.1 Use interpersonal skills to build relationships with team members and clients and facilitate respectful interaction

3.2 Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds

3.3 Use problem solving and decision making skills to resolve any communication challenges 

3.4 Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved

4. Monitor and support team communication

4.1 Ensure all communication is consistent with legislative and organisational requirements

4.2 Provide performance feedback and additional support to others when required

4.3 Seek feedback and assistance from others to improve own communication techniques

4.4 Collate and report any important information and unresolved issues to relevant superiors

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill 

Description 

Writing

  • Develops written texts using appropriate grammar, spelling and punctuation in relevant organisational formats

Navigate the world of work

  • Understands responsibilities and complies with legislative, regulatory and organisational requirements

Get the work done

  • Uses problem-solving skills to identify and analyse issues or barriers, consider options and develop responses and opportunities for improvement
  • Uses digital technology to find, record or communicate basic information

Unit Mapping Information

No equivalent unit. New unit.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 2

This version released with BSB Business Services Training Package Version 7.0.

Version created to clarify knowledge evidence

Release 1

This version first released with BSB Business Services Training Package Version 4.0.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria, and foundation skills of this unit, including evidence of the ability to:

  • identify the communication requirements for a work activity and assign roles to others to fulfil those requirements
  • select appropriate communication method for relevant audience and according to organisational requirements
  • articulate to others their roles in fulfilling the communication requirements and negotiate roles in response to feedback
  • present and convey information to others in a way that they can understand and demonstrate that the needs of all recipients, including those from diverse backgrounds have been considered
  • demonstrate problem solving techniques to negotiate and resolve communication challenges
  • evaluate the communication process and identify areas for improvement, reporting to relevant supervisors as required.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements and performance criteria of this unit. This includes knowledge of:

  • legislative requirements relevant to workplace communication
  • organisational requirements relevant to workplace communication (including digital form):
  • policies and protocols
  • codes of conduct
  • organisational reputation and culture
  • techniques to resolve communication challenges
  • methods and techniques to participate in workplace discussions, including active listening, questioning and providing feedback
  • key principles of cross-cultural communication and communication with individuals with special needs or disabilities
  • presentation methods to present and convey workplace information or instructions:
  • formal presentation using visual aids and prompts
  • informal team meeting or instructional briefing
  • written work instruction for a process or procedure
  • communication methods suited to audience and workplace requirement:
  • verbal means: telephones, mobiles, video conference
  • written means: emails, SMS, social media
  • communication challenges relevant to performance evidence:
  • conflicts with clients or team members
  • potential risks or safety hazards
  • unethical or inappropriate communication
  • use of visual prompts and presentations
  • communication that falls outside of workplace policy
  • key relevant features of:
  • different communication styles
  • different communication methods
  • cross cultural communication techniques.

Assessment Conditions

Mandatory conditions for assessment include:

  • A safe working or simulated environment

Assessors of this unit must satisfy the assessor requirements in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10