Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to participate in clear and logical workplace communication including, written and spoken communication |
Application of the Unit
Application of the unit |
This unit covers the basic communication skills required to function effectively in the workplace. |
Licensing/Regulatory Information
Not applicable.
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. Convey and handle information |
1.1. Gather, record and convey simple and routine information in a workplace related context 1.2. Personal interaction is courteous in a workplace related context 1.3. Queries are made clearly and concisely in a workplace related context 1.4. Correct procedures for location and storage of information are employed and the particular workplace practices are adhered to 1.5. Information is organised clearly, concisely and logically and complies with workplace practices 1.6. Workplace documents are completed clearly and accurately within a specified time 1.7. Time is used efficiently in a workplace related context |
2. Give and follow simple routine instructions |
2.1. Safe work practices are incorporated in the instructions 2.2. Instructions are accurate, clear, concise, comprehensive and are consistent with the skills of the receiver 2.3. Appropriate methods of instruction are selected 2.4. Interaction with others is efficient, effective, responsive, courteous and supportive 2.5. Prescribed sequences are adhered to in a workplace related context 2.6. Routine checking of own and others' performance is exercised 2.7. Task is carried out in a workplace related context |
3. Participate in small informal work groups |
3.1. Interaction is supportive, efficient, effective and courteous 3.2. Participation in discussions takes place in a workplace related context 3.3. Contributions are constructive in terms of the goal 3.4. Group decisions are understood and confirmed |
4. Interact with clients |
4.1. Interact with clients within, and external to, an organisation about simple routine matters 4.2. Interaction is consistent with the needs of the organisation and the organisation is presented in a positive and client-centred way 4.3. Correct forms of greeting, identification and address are used according to enterprise practices 4.4. The needs of the client are clarified and noted where appropriate 4.5. Referral processes are followed to establish contact between client and appropriate personnel 4.6. Discretion and confidentiality are exercised where appropriate 4.7. Appropriate follow-up steps are taken according to enterprise customer service practices |
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 ability to:
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Context of and specific resources for assessment |
Assessment must ensure:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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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Context may include: |
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Range of communication may include: |
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Unit Sector(s)
Unit sector |
Competency field
Competency field |
Support |
Co-requisite units
Co-requisite units |
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