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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Plan workplace communication
   • Establish audience and purpose of workplace communication
   • Identify information needs and communication requirements of intended recipients of workplace communication
   • Establish methods of communication available to convey message or information based on work context
   • Select appropriate method(s) of communication to convey messages or information
   • Plan content of message or communication
2. Undertake routine communication
   • Communicate message or information according to organisational requirements and in a manner that is respectful and clear in meaning
   • Adjust communication methods to enable effective communication with those from diverse backgrounds as required
   • Receive workplace information and instructions, and interpret and clarify as needed
   • Respond to communications according to requirements of the message
   • Identify and report any communication challenges to appropriate person
3. Participate in workplace communication
   • Clearly contribute ideas and information to workplace discussions
   • Support others to communicate in workplace discussions through courteous and professional behaviour
   • Use active listening and questioning techniques to clarify issues in a group situation
   • Seek feedback from others on effectiveness of communication

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria, and foundation skills of this unit, including on at least one occasion, evidence of the ability to:

identify the most appropriate method of communication for the intended audience

prepare written material that is clear in meaning and format according to organisational requirements

demonstrate active listening and questioning techniques in a workplace discussion

communicate information and ideas verbally in a workplace discussion, considering the needs of those from diverse backgrounds

identify and report any communication challenges to superiors

seek feedback from others on effectiveness of communication

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements and performance criteria of this unit. This includes knowledge of:

legislative requirements relevant to workplace communication

organisational requirements relevant to workplace communication (including digital form):

ethical behaviour guidelines from state or federal governments

workplace policies

codes of conduct

organisational reputation and culture

techniques to resolve communication challenges

methods and techniques to participate in workplace discussions, including active listening, questioning and providing feedback

key principles of cross-cultural communication and communication with individuals with special needs or disabilities

communication methods suited to audience and workplace requirement:

verbal means: telephones, mobile devices, video conference

written means: email, SMS, social media

Internet of Things (IoT)

communication challenges relevant to performance evidence:

conflicts with clients or team members

potential risks or safety hazards

unethical or inappropriate communication

key relevant features of:

different communication styles

different communication methods

relevant cross cultural communication techniques.

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