Application
This unit describes the skills and knowledge required to select and use communication strategies required to respond to an enquiry.
It applies to individuals who analyse information and then either respond personally or refer the enquiry to others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Receive enquiry | 1.1 Establish nature of enquiry 1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations 1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry 1.4 Record person's details and issues |
2 Identify and apply appropriate communication techniques | 2.1 Use communication strategies that reflect organisational standards and procedures 2.2 Use effective communication techniques during the enquiry 2.3 Ensure confidentiality of the enquiry is respected |
3 Determine action to be taken | 3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals 3.2 Respond in an appropriate manner 3.3 Involve other parties in action if appropriate 3.4 Manage expectations of person making enquiry |
4 Review outcomes of communication | 4.1 Follow up with person making enquiry to ensure action was effected 4.2 Seek feedback about the communication strategies 4.3 Undertake appropriate record keeping and reporting |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1 | Interprets textual information from a range of sources to determine organisational standards and procedures |
Writing | 1.4, 2.1, 3.1, 3.2, 4.1, 4.3 | Accurately records information and completes documentation using required format, terminology and conventions Prepares reports according to organisational requirements |
Oral Communication | 1.1, 1.2, 1.3, 2.1, 2.2, 3.1, 3.2, 3.3, 4.1, 4.2 | Uses listening and questioning techniques to gather information required to respond to queries Presents information using words and non-verbal features appropriate to the audience and context |
Navigate the world of work | 1.2, 1.3, 2.1, 3.1 | Recognises and applies organisational policies and procedures and meets expectations associated with own work |
Interact with others | 1.2, 2.1, 2.2, 3.1, 3.2, 3.3 | Uses appropriate communication practices showing awareness of the need to adjust personal communication style when handling enquiries of a sensitive nature |
Get the work done | 1.1, 1.4, 3.1, 3.3, 3.4, 4.1-4.3 | Plans a range of routine and non-routine tasks and implements actions in accordance with plan to meet desired outcomes Uses problem solving skills to analyse enquiries and propose possible solutions, seeking input from others as required Evaluates outcomes of decisions to identify opportunities for improvement |
Sectors
Communication – interpersonal communication