Modification History
Not applicable.
Unit Descriptor
Unit descriptor
This unit of competency covers receiving, relaying and recording written and oral messages and providing relevant information in response to requests, within time lines.
Application of the Unit
Application of this unit
This competency applies to operators who are required to receive, relay and record work related information as well as respond to information requests in the workplace.
The operator will:
- record received messages
- seek clarification, when necessary
- access needed information, as required
- relay the correct information to appropriate person/s.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisites
This unit has no prerequisites.
Employability Skills Information
Employability Skills
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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ELEMENT Elements describe the essential outcomes of a unit of competency |
PERFORMANCE CRITERIA Performance Criteria describe the required performance needed to demonstrate achievement of the Element. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
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ELEMENT ELEMENT |
PERFORMANCE CRITERIA Performance Criteria describe the required performance needed to demonstrate achievement of the Element. Assessment of performance is to be consistent with the Evidence Guide. |
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1. Receive and relay messages |
1.1 Confirm understanding of the message is correct. 1.2 Accurately record the message. 1.3 Relay message accurately to appropriate person or section within designated timelines. |
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2. Interpret messages. |
2.1 Clarify message if necessary. 2.2 Take appropriate action. |
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3. Respond to information. |
3.1 Acknowledge and understand the request for information. 3.2 Access information from appropriate sources. 3.3 Relay information to appropriate person or section. |
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4. Complete workplace forms. |
4.1 Select appropriate form. 4.2 Assemble information required for form. 4.3 Complete form as required. 4.4 Submit form as required. |
Required Skills and Knowledge
This describes the essential skills and knowledge and their level required for this unit.
Knowledge and ability to implement organisation policies and procedures on workplace communication, including:
- types, purpose and importance of workplace documentation
- workplace codes, including numbers, symbols, signs, colours and other codes.
Competence also includes the ability to:
- listen attentively
- formulate questions to clarify work requirements or instructions
- establish effective workplace relationship with colleagues
- adapt communication to a range of social, cultural and ethnic backgrounds.
Language , literacy and numeracy requirements
This unit requires the ability to read and understand information contained in typical workplace documents such as standard operating procedures, material safety data sheets, job cards, maintenance logs. Everyday workplace language is used, including some technical termsand mathematical language.
Writing is required to the level of completing workplace forms and records. Types of text may include short sentences, symbols, codes, signs, sketches and may be conveyed in printed form or screen based.
Basic numeracy is needed to the extent required by work instructions and procedures.
Evidence Guide
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.
Overview of assessment
A holistic approach should be taken to the assessment.
Assessors must be satisfied that the person can consistently perform the unit as a whole, as defined by the Elements, Performance Criteria and skills and knowledge.
In all cases it may be appropriate to assess this unit concurrently with relevant team work and communication units.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
It is essential that competence is demonstrated in the knowledge and skills defined in this unit. These may include the ability to:
- provide and assess all required information and that the information provided both verbally and in writing is completed in a clear and concise manner that is easily understood by others and in accordance with workplace requirements.
- apply approved procedures.
Consistent performance should be demonstrated. For example, look to see that:
- all information is provided in an efficient, effective, courteous and timely manner.
Assessment method and context
Assessment will occur on-the-job or in a simulated workplace.
Competence in this unit may be assessed:
- by observation and questioning to indicate understanding
- in a situation allowing the generation of evidence of the ability to respond to problems
- by using a suitable simulation and/or a range of case studies/scenarios
- through a combination of these techniques.
In all cases it is expected that practical assessment will be combined with targeted questioning to assess the underpinning knowledge and theoretical assessment will be combined with appropriate practical/simulation. Assessors need to be aware of any cultural issues that may affect responses to questions.
Assessment processes and techniques must be culturally appropriate and appropriate to the oracy, language and literacy capacity of the assessee and the work being performed.
Reasonable adjustment of assessment tasks will be undertaken as required.
Specific resources for assessment
This section should be read in conjunction with the Range Statement for this unit of competency. Resources required include suitable access to an operating plant or equipment that allows for appropriate and realistic simulation. A bank of case studies/scenarios and questions will also be required to the extent that they form part of the assessment method. Questioning may take place either in the workplace, or in an adjacent, quiet facility such as an office or lunchroom. No other special resources are required.
Access must be provided to appropriate learning and/or assessment support when required. Where applicable, physical resources should include equipment modified for people with disabilities.
Range Statement
RANGE STATEMENT
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.
Where reference is made to industry codes of practice, and/or Australian/international standards, the latest version must be used.
Context
This competency applies to all work environments.
Procedures
All operations are performed in accordance with procedures. Procedures include:
- all relevant workplace procedures
- work instructions
- temporary instructions
- relevant industry and government codes and standards
- telephone protocol , including industry timelines in answering calls.
Messages
Messages includes the following as appropriate to workplace requirements:
- written
- oral
- electronic.
Tools and equipment
This competency includes use of equipment and tools such as:
- two way radio
- computer
- telephone.
Problems
Respond to routine problems means 'apply known solutions to a limited range of predictable problems'. Typical problems may include:
- missing/lost messages
- required information not available
- required equipment not available
- conflict of work priorities.
Appropriate action for non-routine problems may be reporting to designated person or other action specified in the procedures.
Unit Sector(s)
Not applicable.
