ICPSUP2620 Communicate in the workplace

Release: 1

ICPSUP2620 Communicate in the workplace

Modification History

Release	Comments
Release 1	This version first released with ICP Printing and Graphic Arts Training Package Version 4.0.

Application

This unit describes the skills and knowledge required to participate in effective workplace written and spoken communication.

It applies to individuals who perform a range of mainly routine tasks using limited practical skills and fundamental knowledge in a defined context. Individuals demonstrate oral and written communication skills when interacting with colleagues and clients. They generally work under direct supervision.

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

Unit Sector

Support

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for workplace communication	1.1 Identify audience and purpose of workplace communication 1.2 Select method of communication to convey information 1.3 Plan content of communication according to required outcomes
2. Undertake routine workplace communication	2.1 Make queries to required personnel regarding work processes 2.2 Locate and store information according to required workplace procedures 2.3 Complete required workplace documentation 2.4 Convey views in job related presentations
3. Participate in group workplace communication	3.1 Interact with others in a professional and supportive manner 3.2 Participate in group discussion and contribute to an agreed goal according to workplace meeting procedures 3.3 Follow and confirm group decisions
4. Interact with clients	4.1 Communicate with internal and external clients about simple routine matters 4.2 Use required forms of greeting, identification and address according to enterprise protocols 4.3 Clarify, query and note needs of the client as required 4.4 Follow referral processes to establish contact between client and required personnel 4.5 Exercise discretion and confidentiality according to enterprise procedures 4.6 Take required follow-up steps according to enterprise customer service practices

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill	Description
Reading	Interprets text in job specifications and follows written instructions
Writing	Records numerical and key information related to outcomes of the job
Oral Communication	Uses vocabulary relevant to role and context to convey or clarify information
Self-management	Determines responsibilities of own role and identifies how they relate to others in the workplace context
Teamwork	Establishes connections with a number of people in immediate work context, using some accepted practices for building rapport Cooperates with others to achieve results in immediate work context Adapts personal communication style to build a positive working relationship and shows respect for opinions, values and needs of others
Planning and Organising	Plans simple routine tasks with familiar goals and outcomes, taking responsibility for decisions regarding sequencing and timing

Unit Mapping Information

Supersedes and is equivalent to ICPSUP262 Communicate in the workplace.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a74b7a0f-a253-47e3-8be0-5d426e24131d