Application
This unit describes the skills and knowledge required to facilitate and apply communication strategies in the workplace within any industry.
This unit has a specific focus on the communication skills required for supervisor level workers with responsibility for other workers.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Prepare for communication | 1.1 Identify work activities requiring communication 1.2 Establish communication requirements for identified work activities 1.3 Identify communication roles for self and others to complete activity 1.4 Seek assistance or clarification regarding communication objectives as required 1.5 Select appropriate method of communicating information internally and externally based on organisational requirements |
2. Use communication strategies to provide work instruction | 2.1 Use appropriate presentation methods to communicate information or instruction based on the requirements of audience 2.2 Use appropriate method of communication 2.3 Negotiate expected work requirements with others and clarify that instructions have been understood |
3. Facilitate workplace communication | 3.1 Use interpersonal skills to build relationships with team members and clients and facilitate respectful interaction 3.2 Facilitate respectful communication amongst others, considering the needs of those from diverse backgrounds 3.3 Use problem solving and decision 3.4 Obtain confirmation on outcomes of communication challenges to ensure issues have been resolved |
4. Monitor and support team communication | 4.1 Ensure all communication is consistent with legislative and organisational requirements 4.2 Provide performance feedback and additional support to others when required 4.3 Seek feedback and assistance from others to improve own communication techniques 4.4 Collate and report any important information and unresolved issues to relevant superiors |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Mandatory conditions for assessment include:
A safe working or simulated environment
Assessors of this unit must satisfy the assessor requirements in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Writing | Develops written texts using appropriate grammar, spelling and punctuation in relevant organisational formats |
Navigate the world of work | Understands responsibilities and complies with legislative, regulatory and organisational requirements |
Get the work done | Uses problem-solving skills to identify and analyse issues or barriers, consider options and develop responses and opportunities for improvement Uses digital technology to find, record or communicate basic information |
Sectors
Cross Sector Skill