Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit covers high-level workplace communication for working at a senior level with internal and external clients, colleagues and other staff. It includes preparing for high-level communication, critically analysing and responding to opinions, persuading and influencing others, and reflecting on and honing communication strategies. In practice, persuading and influencing others may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government systems, managing change, managing diversity, etc. This is one of 5 units of competency in the Working in Government Competency Field that deal with communication. Related units are: PSPGOV202B Use routine workplace communication techniques PSPGOV312A Use workplace communication strategies PSPGOV412A Use advanced workplace communication strategies PSPGOV512A Use complex workplace communication skills This is a new unit of competency, added to the Working in Government Competency Field of the Training Package in 2004 |
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Employability skills |
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 italics is explained in the Range Statement following. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 . Prepare for high-level communication |
1.1 Communication objectives are clarified, those to be present are confirmed and communication mode is identified 1.2 Analysis is undertaken to anticipate the likely attitudes of and positions to be taken by those present on the matters under discussion 1.3 Communication styles of those to be present are considered and their effect on the tone and likely direction/progress of the discussion is assessed 1.4 Critical self-evaluation of communication strengths and vulnerabilities is undertaken and compared with other participant/s knowledge, styles and likely approaches in planned encounters 1.5 Subject matter is researched/organised , key messages to be conveyed are distilled and tactics planned to utilise personal strengths and maximise outcomes for the organisation in accordance with legislation , policy and guidelines |
2 . Critically analyse and respond to opinions |
2.1 Others are listened to critically and responsively to evaluate complex levels of meaning in spoken communication and to identify impartiality, bias or unsupported argument 2.2 Tone, style, non-verbal elements and points of view of speakers are noted and their use in influencing and affecting particular outcomes is considered 2.3 Reaction to speakers and their point of view is analysed to identify and manage emotional triggers and maintain objectivity 2.4 Opposing/challenging views are welcomed and examined for their value in achieving the same ends 2.5 Communication is examined for subtext, significant inclusions and exclusions, socio-cultural values, attitudes and assumptions 2.6 Complex concepts and ideas are explored to clarify understanding, and to challenge and justify interpretations based on underlying assumptions, beliefs and values |
3 . Persuade and influence others |
3.1 Communication approach is chosen and used to maximise effect with the given audience 3.2 Sustained points of view are asserted with determination and conviction 3.3 Content and approach are modified when speaking to an unresponsive audience, and diversions and unexpected questions handled confidently 3.4 A variety of verbal and non -verbal behaviour is used to explain abstract ideas and expand on complex issues to maintain listener interest 3.5 Complex questions and arguments are responded to quickly and saliently, backed by reasoned explanation 3.6 Disagreements or conflicting personalities are handled objectively and agreements are negotiated where possible, concluding with positive summaries of achievement |
4 . Reflect on and hone communication strategies |
4.1 Feedback from others is obtained, outcomes are assessed and underlying interactions and motivations analysed 4.2 Own vulnerability to emotional and other seductive appeals is analysed dispassionately 4.3 Lessons learnt are articulated and used to underpin future interactions 4.4 Sophisticated language structures and features that influence audiences to a preferred point of view are developed and practised 4.5 Creative and innovative communication strategies are explored and practised for a range of workplace applications in accordance with organisational requirements |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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This section describes the essential skills and knowledge and their level, required for this unit. |
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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
EVIDENCE GUIDE |
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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 |
PSPETHC601B Maintain and enhance confidence in public service PSPGOV601B Apply government systems PSPGOV602B Establish and maintain strategic networks PSPGOV604A Foster leadership and innovation PSPLEGN601B Manage compliance with legislation in the public sector PSPMNGT604B Manage change PSPMNGT605B Manage diversity PSPMNGT606B Manage quality client service PSPMNGT613A Develop partnering arrangements PSPMNGT614A Facilitate knowledge management PSPOHS602A Manage workplace safety |
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
RANGE STATEMENT |
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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 italics in the Performance Criteria is explained here. |
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Communication objectives may include |
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Those to be present may include |
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Mode of communication may include |
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Communication styles may include |
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Organisation of subject matter may include |
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Legislation , policy and guidelines may include |
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Reaction to speakers may include |
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Communication approach may include |
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Verbal and non -verbal behaviour may include |
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Sophisticated language structures and features may include |
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Unit Sector(s)
Not applicable.
Competency field
Competency field |
Working in Government |