Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required to exercise effective communication skills in the workplace |
Application of the Unit
Application |
The communication skills described in this unit may be applied across a range of workplace contexts involving various levels of social and cultural diversity |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Exercise effective communication techniques |
1.1 Reflect an understanding and respect for individual differences and needs in all forms of communication with clients and colleagues 1.2 Introduce oneself appropriately 1.3 Ensure communication is clear and relevant to situation/activities undertaken 1.4 Use touch and other non-verbal means of communication as appropriate 1.5 Seek, obtain and implement advice about communication difficulties with clients or colleagues from supervisor or appropriate person |
2. Follow routine instructions |
2.1 Carry out workplace instructions within agreed timeframes 2.2 Seek clarification to understand work instructions, when required 2.3 Refer difficulties in carrying out instructions to supervisor or appropriate person |
3. Complete reports as required |
3.1 Complete reports to the standard expected in the workplace 3.2 Complete reports within identified timeframes 3.3 Ensure reports are clear and accurate |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability to:
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate this unit of competency : |
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Access and equity considerations : |
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Context of and specific resources for assessment : |
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Method of assessment : |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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. |
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Diversity may relate to individual differences and needs and may include : |
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Communication includes : |
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Communicating effectively will be carried out within requirements established by : |
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Exercise effective communication skills includes : |
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Appropriate person may be from within or outside the organisations may be : |
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Instructions may include : |
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Instructions may be : |
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Reports may be verbal or written and may include : |
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Unit Sector(s)
Not Applicable