Google Links

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

Elements and Performance Criteria

1. Facilitate workplace communication
   • Use interpersonal skills to build relationships with team members and clients and facilitate respectful interaction
   • Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds
   • Use problem solving and decisionmaking skills to resolve any communication challenges
   • Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved
2. Monitor and support team communication
   • Ensure all communication is consistent with legislative and organisational requirements
   • Provide performance feedback and additional support to others when required
   • Seek feedback and assistance from others to improve own communication techniques
   • Collate and report any important information and unresolved issues to relevant superiors
3. Prepare for communication
   • Identify work activities requiring communication
   • Establish communication requirements for identified work activities
   • Identify communication roles for self and others to complete activity
   • Seek assistance or clarification regarding communication objectives as required
   • Select appropriate method of communicating information internally and externally based on organisational requirements
4. Use communication strategies to provide work instruction
   • Use appropriate presentation methods to communicate information or instruction based on the requirements of audience
   • Use appropriate method of communicationto communicate information or instruction based on the requirements of audience
   • 2.3 Negotiate expected work requirements with others and clarify that instructions have been understood

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 evidence of the ability to:

identify the communication requirements for a work activity and assign roles to others to fulfil those requirements

select appropriate communication method for relevant audience and according to organisational requirements

articulate to others their roles in fulfilling the communication requirements and negotiate roles in response to feedback

present and convey information to others in a way that they can understand and demonstrate that the needs of all recipients, including those from diverse backgrounds have been considered

demonstrate problem solving techniques to negotiate and resolve communication challenges

evaluate the communication process and identify areas for improvement, reporting to relevant supervisors as required.

---

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):

policies and protocols

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

presentation methods to present and convey workplace information or instructions:

formal presentation using visual aids and prompts

informal team meeting or instructional briefing

written work instruction for a process or procedure

communication methods suited to audience and workplace requirement:

verbal means: telephones, mobiles, video conference

written means: emails, SMS, social media

communication challenges relevant to performance evidence:

conflicts with clients or team members

potential risks or safety hazards

unethical or inappropriate communication

use of visual prompts and presentations

communication that falls outside of workplace policy

key relevant features of:

different communication styles

different communication methods

cross cultural communication techniques.

---