Assessment Requirements for SIRXCOM001 Communicate in the workplace to support team and customer outcomes

Release: 1

Assessment Requirements for SIRXCOM001 Communicate in the workplace to support team and customer outcomes

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