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Unit of competency details

SIRXCOM001 - Communicate in the workplace to support team and customer outcomes (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes SIRXCOM101 - Communicate in the workplace to support team and customer outcomes• Not Equivalent • Unit updated to meet Standards for Training Packages • Competency Field changed to Communication and Teamwork (COM) • Significant change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance • Updated knowledge requirements to reflect unit revisions. 30/Mar/2016

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 31/Mar/2016

Companion volumes:
Unit of competency Assessment requirements

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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 09/Aug/2016 
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Unit of competency

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use effective communication techniques with colleagues and customers from diverse backgrounds, and to complete work as part of a team.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate under the supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Communication and Teamwork

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Use effective communication techniques.

1.1.Greet others in a polite and friendly manner.

1.2.Use questioning and active listening to determine the other person’s needs.

1.3.Use tact and discretion when interacting with others.

1.4.Provide clear and concise information according to the person’s needs and take follow up action as required.

1.5.Use features of communications technology according to organisational procedures.

2. Respond to diversity in communication.

2.1.Treat people from diverse backgrounds equally and with respect and sensitivity.

2.2.Consider cultural differences in verbal and non-verbal communication.

2.3.Use gestures or simple words to communicate where language barriers exist.

2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.

3. Confirm and respond to workplace requirements.

3.1.Identify lines of workplace communication and seek information about work requirements.

3.2.Listen to, clarify and agree nature of work instructions and timelines.

3.3.Seek assistance from others to complete work as required.

3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication.

3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

 

Assessment requirements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

  • engage in four different interactions that individually or cumulatively involve communication with people who are:
  • customers
  • peer team members
  • supervisors
  • from diverse backgrounds
  • communicate with others:
  • face-to-face
  • by telephone
  • communicate with others to confirm the requirements of three different work tasks.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • organisational policies and procedures for:
  • allocated duties and responsibilities
  • internal and external customer and colleague interactions
  • use of communication media
  • communication techniques:
  • active listening
  • open and closed questioning
  • use of verbal and non-verbal cues
  • communication methods which convey information clearly and concisely
  • basic communication expectations in relation to:
  • tact
  • sensitivity
  • discretion
  • nature of diversity and the impact of diversity on communication.

Assessment Conditions

Skills must be demonstrated in:

  • an industry workplace
  • a simulated industry environment.

Assessment must ensure use of:

  • organisational policies and procedures for:
  • allocated duties and responsibilities
  • internal and external customer and colleague interactions
  • use of communication media.
  • a telephone
  • a range of people with different requirements; this can be:
  • customers or team members in a retail industry workplace with whom the individual works during the assessment process
  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

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