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
