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Elements and Performance Criteria

1. Communicate effectively with clients and industry representatives
   • Use verbal and non-verbal communication to enhance understanding and demonstrate respect
   • Communicate information in a manner that is appropriate, clear and easily understood
   • Use electronic and digital communication tools effectively
   • Listen to requests, clarify meaning and respond appropriately
   • Exchange information clearly in a timely manner
   • Empathise with those experiencing distress
   • Follow privacy and confidentiality protocols
2. Communicate with team
   • Listen to and clarify instructions for carrying out workplace tasks
   • Use industry terminology in verbal, written and digital communications
   • Follow communication protocols that apply to interactions with team members
   • Actively participate in team meetings and discussions
3. Address constraints to communication
   • Identify constraints to effective communication and resolve using appropriate communication strategies and techniques
   • Use communication skills to avoid, defuse and resolve conflict situations
4. Complete workplace documentation
   • Complete paper-based and electronic documents in line with workplace standards
   • Carry out routine numerical calculations relevant to work role and requirements
   • Document agenda and minutes for meetings
   • Store or save correspondence and documentation in line with workplace protocols
   • Follow workplace communication policies and procedures for using digital media