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Unit of competency details

CPPSEC2101 - Apply effective communication skills to maintain security (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to CPPSEC2001A - Communicate effectively in the security industrySupersedes and is equivalent to CPPSEC2001A Communicate effectively in the security industry. 20/Jan/2019

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 21/Jan/2019


Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 099905 Security Services  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 099905 Security Services  21/Jan/2019 
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Unit Of competency

Modification History

Release 1.

Supersedes and is equivalent to CPPSEC2001A Communicate effectively in the security industry.

Unit of competency upgraded to reflect Standards for Training Packages 2012.

This version first released with CPP Property Services Training Package Version 7.0.

Application

This unit specifies the skills and knowledge required to apply oral, non-verbal and written communication skills to maintain security.

It includes:

  • gathering information from a range of sources including standard operating procedures and signs written in English to understand and comply with workplace policies and legal rights and responsibilities
  • using observation, listening, oral and non-verbal communication skills to interact with others and request behaviour modification in a manner that accounts for cultural differences, avoids aggression or hostility, and encourages conflict resolution
  • using telephone and radio systems to report security risks
  • using notebooks and information technology to record and store incident details.

It applies to people working under general supervision as members of a security team.

This unit may form part of the licensing requirements for people engaged in security operations in those states and territories where these are regulated activities.

Pre-requisite Unit

Nil

Unit Sector

Security operations

Elements and Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe what needs to be done to demonstrate achievement of the element.

1. Gather, convey and receive information for security work.

1.1 Locate, read and apply standard operating procedures, workplace policies and other written information required to complete work instructions to ensure compliance with legal rights and responsibilities.

1.2 Use listening and observation skills to receive and interpret spoken and non-verbal information.

1.3 Use oral and non-verbal communication to develop and maintain positive relationships, mutual trust and confidence.

1.4 Clarify understanding of received information with relevant persons using clear and concise language, questioning and summarising.

2. Request behaviour modification to maintain security.

2.1 Observe the work area and identify person demonstrating disruptive or inappropriate behaviour.

2.2 Exchange information with person using non-verbal and oral communication that takes account of social and cultural differences, and uses basic strategies to overcome language barriers.

2.3 Explain required behaviour and request modification in a manner that avoids an aggressive or hostile response.

3. Report security risks using telephone and radio systems.

3.1 Check radio or phone features and control functions to confirm sufficient battery and signal levels and that system is fully operational.

3.2 Select radio channel appropriate for the location and type of communication.

3.3 Convey security risk information using appropriate language, protocols and codes and following standard operating procedures.

3.4 Receive and answer incoming communications promptly using clear and concise language and following standard operating procedures.

4. Complete and store security records.

4.1 Write security incident details in notebook ensuring information is accurate, concise and easy to read.

4.2 Complete security incident form using clear and concise language and factual accuracy.

4.3 Use information technology to enter, save, retrieve and export security information in a manner that complies with organisational standards of style, format and accuracy.

4.4 Store information securely in accordance with standard operating procedures.

Foundation Skills

This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria:

  • language skills to provide information or advice using structure and language to suit the audience
  • writing skills to record and describe observations
  • reading skills to understand and follow:
  • standard operating procedures and policies that clarify legal rights and responsibilities and work tasks
  • signs and forms written in English
  • speaking and listening skills to exchange information with others in the workplace, including using questioning to clarify and confirm understanding and communicating with emergency service
  • numeracy skills to calculate time when recording incident details
  • problem solving skills to find solutions to defuse conflict
  • self-management skills to plan tasks to meet job requirements
  • teamwork skills to adjust personal communication styles in response to the opinions, values and needs of others
  • technology skills to use information technology to record and maintain security information.

Unit Mapping Information

Supersedes and is equivalent to CPPSEC2001A Communicate effectively in the security industry.

Links

Companion volumes to this training package are available at the VETNet website - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b

 

Assessment requirements

Modification History

Release 1.

Supersedes and is equivalent to CPPSEC2001A Communicate effectively in the security industry.

Unit of competency upgraded to reflect Standards for Training Packages 2012.

This version first released with CPP Property Services Training Package Version 7.0.

Performance Evidence

To demonstrate competency in this unit, a person must apply effective communication skills to maintain security and request behaviour modification from two different people:

  • one person who is being verbally abusive
  • one person who is behaving in a physically aggressive manner.

In doing this, the person must meet the performance criteria for this unit.

Knowledge Evidence

To be competent in this unit, a person must demonstrate knowledge of:

  • standard operating procedures and workplace policies that ensure compliance with legislative and regulatory requirements when applying communication skills to maintain security:
  • anti-discrimination and diversity
  • use of force
  • workplace health and safety (WHS)
  • approved communication terminology, call signs and radio channels used in the security industry
  • basic communication process
  • common barriers to effective communication
  • how to read and use non-verbal communication to gain the confidence of others
  • requirements for recording incident information that is factual and may be used as evidence in court
  • strategies for overcoming language barriers
  • the phonetic alphabet and how it is used
  • types of non-verbal communication that can increase fear, aggression or hostility in others
  • ways that social and cultural differences may be expressed.

Assessment Conditions

Assessors must satisfy the requirements for assessors contained in the Standards for Registered Training Organisations (RTOs). All individuals engaged by a licensed RTO for security licensing purposes must hold both a security trainer’s licence (where such a licence exists within the relevant jurisdiction) and a security operative licence that authorises the security activities about which the individual is training/assessing. Regulators may impose other assessor conditions to meet jurisdictional assessment requirements.

Assessment of performance must be undertaken in a simulated workplace environment. Tasks are to be performed to the level of proficiency and within the time limits that would be expected in a workplace.

The assessment of performance evidence must be done by direct observation of the learner by an assessor, either by an assessor observing the learner physically or by an assessor observing the learner via audio and visual media.

Assessment of performance evidence is only valid where the learner has been assessed performing the role of a security officer.

Assessors are responsible for ensuring that the person demonstrating competency has access to:

  • specifications of assessment tasks to apply effective communication skills to maintain security
  • appropriate documents, materials, equipment and personal protective equipment (PPE) currently used in industry
  • standard operating procedures and workplace policies related to the security work role and which specify requirements for complying with industry legislation and regulations.

Links

Companion volumes to this training package are available at the VETNet website - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b