Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit defines the competency required to receive, clarify and document client information and refer for action. There may be benefit in concurrent learning with the following units:
The following units are linked and form an appropriate cluster:
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. |
Application of the Unit
Application of the unit |
Licensing/Regulatory Information
Refer to Unit Descriptor
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Receive and process oral communication from clients |
1.1. Demonstrate the accommodation of cultural differences in communication 1.2. Receive and clarify oral messages in a courteous manner 1.3. Log a written message according to organisational guidelines 1.4. Send the message to the required person using an appropriate method |
2. Receive and process written communication |
2.1. Receive and process written communication , from clients 2.2. Demonstrate the use of equipment to manage messages |
3. Respond to incoming telephone calls |
3.1. Answer telephone calls promptly according to the organisational requirements 3.2. Determine and confirm the callers' requests and next actions 3.3. Record messages according to the organisational guidelines 3.4. Maintain records of documentation and reports associated with incoming calls |
4. Make telephone calls |
4.1. Look up client details for the correct telephone number 4.2. Call the client using the appropriate greeting 4.3. Deliver the message to the client and finalise the telephone call appropriately |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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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, range statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
To demonstrate competency in this unit the person will require access to:
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Context of and specific resources for assessment |
The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied. Assessment must ensure:
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Method of assessment |
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
An individual demonstrating this competency would be able to:
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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. 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. |
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Organisational guidelines may include but are not limited to: |
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Cultural differences may include but are not limited to: |
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Organisational requirements may include but are not limited to: |
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Written communication |
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Equipment may include but is not limited to: |
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Client may include but is not limited to: |
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Documentation and reports |
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Unit Sector(s)
Unit sector |
Documentation |
Co-requisite units
Co-requisite units |
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Competency field
Competency field |