Application
This unit describes the skills and knowledge required to use oral and written communication skills, in processes such as participation in formal meetings, interviews, formal performance appraisals and the associated writing tasks. These tasks are generally covered by accepted conventions within the personal injury management sector.
It applies to individuals who use specialised knowledge and well developed communication and interpersonal skills in their role to facilitate and complete requirements.
Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Participate in formal meetings and discussions | 1.1 Follow accepted meeting procedures when participating in formal meetings 1.2 Make constructive contributions to discussion at formal meetings 1.3 Use a range of techniques to elicit information and ensure understanding of other points of view 1.4 Ensure minutes of meetings are recorded, if required, following accepted conventions |
2. Take part in formal interviews | 2.1 Clarify purpose of the interview and role in the interview process 2.2 Prepare for the interview by carrying out relevant research, formulating questions and writing an agenda/plan as required 2.3 Use effective listening and questioning techniques to receiving and giving information 2.4 Analyse information or outcomes of the interview |
3. Write brief reports | 3.1 Use accepted report writing conventions to produce report 3.2 Collect information on which to base the report 3.3 Write brief reports on workplace topics following accepted organisation and industry standards |
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 | 2.2, 2.4, 3.2 | Collects and interprets documentation from a variety of sources and records and consolidates relevant related information |
Writing | 1.4, 2.2, 3.1, 3.3 | Creates a range of formal texts, following organisational procedures and protocols, using appropriate formats and structures to report and present information logically Uses clear language, correct spelling and grammar and appropriate terminology to convey information appropriate to audience and purpose |
Oral Communication | 1.2, 1.3, 2.1, 2.3 | Participates in verbal exchanges using active listening and questioning and uses collaborative techniques to convey and elicit information Uses appropriate language, concepts, pace and tone to convey information appropriate to audience and purpose |
Navigate the world of work | 1.1, 3.3 | Adheres to expected workplace protocols and responsibilities |
Get the work done | 1.4, 3.2, 3.3, 2.2, 2.4, 3.2 | Uses digital technologies to research and to complete workplace documentation |
Sectors
Personal injury management