Modification History
Release |
TP Version |
Comments |
3 |
PSP12V1 |
Unit descriptor edited. |
2 |
PSP04V4.2 |
Layout adjusted. No changes to content. |
1 |
PSP04V4.1 |
Primary release. |
Unit Descriptor
This unit covers the use of communication techniques for interacting with internal and external clients and following instructions. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions. Though the prime focus of the unit is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication these are included. Where reading and writing are the prime focus of the workplace function these are addressed in PSPGOV208A Write routine workplace materials.
In practice, workplace communication overlaps with other generalist or specialist public sector work activities such as working in a public sector environment, delivering client service, handling information, participating in change, using resources, using technology, etc.
This is one of 5 units of competency in the Working in Government Competency Field that deal with communication. Related units are:
- PSPGOV312A Use workplace communication strategies
- PSPGOV412A Use advanced workplace communication strategies
- PSPGOV512A Use complex workplace communication strategies
- PSPGOV605A Persuade and influence opinion
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements are the essential outcomes of the unit of competency. |
Together, performance criteria specify the requirements for competent performance. Text in bold italics is explained in the Range Statement following. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 . Handle routine enquiries |
1.1 Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards. 1.2 Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures. 1.3 Effective listening and speaking skills are employed including confirming understanding. 1.4 An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace. 1.5 Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures. 1.6 Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security. |
2 . Follow and relay routine instructions |
2.1 Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader. 2.2 Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures. 2.3 Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required. 2.4 Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements. 2.5 Established communication channels are used as required. |
3 . Engage in workplace discussions |
3.1 Oral interactions with other staff are used to exchange information, explore issues and solve routine problems. 3.2 Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements. 3.3 Meeting protocols are observed and colleagues are encouraged to participate where relevant. 3.4 Issues and ideas which affect work within the group are raised with the appropriate person. 3.5 Unresolved conflicts which affect work in the group are referred through the appropriate channel. |
Required Skills and Knowledge
This section describes the essential skills and knowledge and their level , required for this unit . |
Skill requirements Look for evidence that confirms skills in:
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Knowledge requirements Look for evidence that confirms knowledge and understanding of:
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Evidence Guide
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. |
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Units to be assessed together |
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Overview of evidence requirements |
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
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Resources required to carry out assessment |
These resources include:
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Where and how to assess evidence |
Valid assessment of this unit requires:
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
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For consistency of assessment |
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
Range Statement
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here. |
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Enquiries may be: |
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Responsive action may include: |
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Listening and speaking skills may include: |
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Understanding of individual differences may include: |
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Instructions may include: |
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Meeting protocols may include: |
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Unit Sector(s)
Not applicable.
Competency field
Working in Government.