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Unit of competency details

PUACOM001B - Communicate in the workplace (Release 1)

Summary

Usage recommendation:
Deleted
The Deleted usage recommendation was implemented on 13 June 2017 to describe training components that have no replacement. Enrolments in training components and statements of attainment or qualifications issued before 13 June 2017 are valid. For any components marked as deleted after 13 June 2017, the applicable transition/teach-out periods apply. For specific questions regarding the enrolment, delivery or issuance of a statement of attainment/qualification, please contact your training regulator.
Mapping:
MappingNotesDate
DeletedDeleted from PUA00 Public Safety Training Package23/Jan/2013

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 24/Sep/2008

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
RGR20308 - Certificate II in Racing Services (Racing Administration)Certificate II in Racing Services (Racing Administration)
RGR40508 - Certificate IV in Racing Services (Racing Administration)Certificate IV in Racing Services (Racing Administration)
RGR30308 - Certificate III in Racing Services (Racing Administration)Certificate III in Racing Services (Racing Administration)
RGR50308 - Diploma of Racing Services (Steward)Diploma of Racing Services (Steward)
RGR40708 - Certificate IV in Racing Services (Track Maintenance)Certificate IV in Racing Services (Track Maintenance)
RGR50208 - Diploma of Racing Services (Racing Administration)Diploma of Racing Services (Racing Administration)
RGR40108 - Certificate IV in Racing (Racehorse Trainer)Certificate IV in Racing (Racehorse Trainer)
RGR30408 - Certificate III in Racing Services (Cadet Steward)Certificate III in Racing Services (Cadet Steward)
RGR30208 - Certificate III in Racing (Advanced Stablehand)Certificate III in Racing (Advanced Stablehand)
RGR40308 - Certificate IV in Racing (Harness Race Driver)Certificate IV in Racing (Harness Race Driver)
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 06/May/2003 
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Modification History

Unit Descriptor

This unit covers the competency for interacting with people internally and externally through verbal, nonverbal and written communications in the workplace and the ability to follow verbal and written workplace instructions

This unit covers the competency for interacting with people internally and externally through verbal, nonverbal and written communications in the workplace and the ability to follow verbal and written workplace instruction

Application of the Unit

Licensing/Regulatory Information

Pre-Requisites

Employability Skills Information

Elements and Performance Criteria Pre-Content

Elements and Performance Criteria

Elements and Performance Criteria 

Element 

Performance Criteria 

1

Communicate verbally

1.1

Language used in all communications is clear concise and appropriate to client, assignment and organisation's requirements

1.2

Active listening skills and questioning techniques are used to clarify issues

1.3

Established communication pathways are used for routine and non-routine communication

2

Communicate non verbally

2.1

Non verbal communication is positive, culturally appropriate and tailored to the audience

2.2

Non verbal communication is consistent with verbal communication

3

Communicate with clients

3.1

Questioning, learning and summarising skills are used to establish client needs

3.2

The needs of clients are addressed in line with organisation's policy and procedures

3.3

Confidentiality is observed in accordance with organisation's policies and procedures

4

Give and receive instructions

4.1

Instructions received are acted upon within an agreed time frame and to meet organisation needs

4.2

Difficulties/problem areas are identified and communicated to the appropriate person in a timely manner

4.3

Clarification of instructions is sought from the appropriate person

4.4

Instructions are relayed clearly, concisely and accurately and confirmation of understanding obtained

5

Take part in group discussions and informal meetings

5.1

Contributions are made in small informal group activities and meetings to facilitate outcomes

5.2

Responses are sought from, and provided to, other group members in a constructive way

5.3

Views and opinions of individuals or a group are understood, acknowledged and accurately represented to others where required

6

Prepare and process routine written correspondence notes and records

6.1

Information and ideas are presented in a format, language and timeframe to meet organisation's requirements

6.2

Presentation of written documents meets organisation's standards of style and accuracy

6.3

Documents are processed to comply with legislative requirements and organisation's policy and procedures

Required Skills and Knowledge

Evidence Guide

Critical aspects of evidence 

It is essential for this unit that competence be demonstrated in effectively interacting with clients and communicate verbally and non verbally

Interdependent assessment of units 

Pre-requisite units: Nil

Co-requisite units: Nil

Underpinning knowledge 

effective verbal communication techniques

effective non verbal communication techniques

group communication techniques

written communication skills

small group dynamics

Underpinning skills 

follow written instructions

give and receive verbal instructions

interact with clients

communicate in group setting

use information technology effectively

Resource implications 

No special requirements

Consistency in performance 

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of assessment 

A combination of oral or written presentations

observations

on the job and/or in a simulated workplace environment

Critical aspects of evidence 

It is essential for this unit that competence be demonstrated in effectively interacting with clients and communicate verbally and non verbally

Interdependent assessment of units 

Pre-requisite units: Nil

Co-requisite units: Nil

Underpinning knowledge 

effective verbal communication techniques

effective non verbal communication techniques

group communication techniques

written communication skills

small group dynamics

Underpinning skills 

follow written instructions

give and receive verbal instructions

interact with clients

communicate in group setting

use information technology effectively

Resource implications 

No special requirements

Consistency in performance 

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of assessment 

A combination of oral or written presentations

observations

on the job and/or in a simulated workplace environment

Range Statement

Clients may include 

external

internal

representatives of other organisations

representatives of non government organisations

contractors

members of the public

persons from culturally and linguistically diverse backgrounds

people with hearing/vision impairments

Instructions may be 

verbal

non verbal

written and may include requests

directions

Modes of communication may include 

written

face to face

radio

mobile telephone

land line telephone

facsimile

information technology systems

signalling systems

pamphlets translated in other languages for persons from culturally and linguistically diverse backgrounds

Auslan gestures

use of interpreters

signals

visual signalling re vessels

helicopter signals

fixed plane signals

signalling to vessel skipper re anchoring, towing etc.

Client needs may include 

information

advice

directions

assistance

Workplace may include 

office

in the field

workshop

operational area

surf or ocean environment

blue water coastal areas, barrier reef

bars and bar crossings

Non verbal communication may include 

body language

gestures and signals

Routine correspondence may include 

brief notes

documents

number of themes covered in document would be simple and limited

Clients may include 

external

internal

representatives of other organisations

representatives of non government organisations

contractors

members of the public

persons from culturally and linguistically diverse backgrounds

people with hearing/vision impairments

Instructions may be 

verbal

non verbal

written and may include requests

directions

Modes of communication may include 

written

face to face

radio

mobile telephone

land line telephone

facsimile

information technology systems

signalling systems

pamphlets translated in other languages for persons from culturally and linguistically diverse backgrounds

Auslan gestures

use of interpreters

signals

visual signalling re vessels

helicopter signals

fixed plane signals

signalling to vessel skipper re anchoring, towing etc.

Client needs may include 

information

advice

directions

assistance

Workplace may include 

office

in the field

workshop

operational area

surf or ocean environment

blue water coastal areas, barrier reef

bars and bar crossings

Non verbal communication may include 

body language

gestures and signals

Routine correspondence may include 

brief notes

documents

number of themes covered in document would be simple and limited

Unit Sector(s)