Elements and Performance Criteria
- Converse with others.
- Use techniques to extend interactions with others.
- Seek and offer additional information and assistance to support quality of communication and service.
- Support communication with comments on topical familiar matters, workplace business and events.
- Use non-verbal communication to convey an acceptance of and sensitivity towards others.
- Provide detailed information and advice.
- Identify need for detailed information and advice.
- Convey detailed information and advice using narrative and descriptive statements.
- Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.
- Use workplace documents, materials and other references to support explanations as required.
- Respond to unpredictable situations and problems.
- Provide appropriate advice in response to requests, unpredictable situations and problems.
- Identify need for and seek assistance from others to better respond to the situation or problem.
- Identify key facts of problems and facilitate solutions through open communication with relevant people.
- Provide explanations of problems and their cause, and elaborate on detail.
- Respond to conflict and complaints with sensitivity, following appropriate social and cultural conventions.
- Convey appropriate apologies and expressions of regret as required.
- Conduct negotiations at a functional level.