Elements

Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate effectively with clients and industry representatives

1.1 Use verbal and non-verbal communication to enhance understanding and demonstrate respect

1.2 Communicate information in a manner that is appropriate, clear and easily understood

1.3 Use electronic and digital communication tools effectively

1.4 Listen to requests, clarify meaning and respond appropriately

1.5 Exchange information clearly in a timely manner

1.6 Empathise with those experiencing distress

1.7 Follow privacy and confidentiality protocols

2. Communicate with team

2.1 Listen to and clarify instructions for carrying out workplace tasks

2.2 Use industry terminology in verbal, written and digital communications

2.3 Follow communication protocols that apply to interactions with team members

2.4 Actively participate in team meetings and discussions

3. Address constraints to communication

3.1 Identify constraints to effective communication and resolve using appropriate communication strategies and techniques

3.2 Use communication skills to avoid, defuse and resolve conflict situations

4. Complete workplace documentation

4.1 Complete paper-based and electronic documents in line with workplace standards

4.2 Carry out routine numerical calculations relevant to work role and requirements

4.3 Document agenda and minutes for meetings

4.4 Store or save correspondence and documentation in line with workplace protocols

4.5 Follow workplace communication policies and procedures for using digital media

Skill

Description

Get the work done

Use computer-based technology effectively