Application
This unit of competency defines the skills and knowledge required to communicate effectively in interpersonal, mediated and group settings during a range of common workplace activities.
This unit includes written communication by letter, short memorandum or report.
Where basic research and structured report writing is required, Unit MEM16009 Write reports should also be selected.
Where research and analysis is required, Unit MEM16009 Research and analyse engineering information should also be selected.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Band: B
Unit Weight: 2
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Plan and prepare communication | 1.1 | Follow standard operating procedures and comply with work health and safety (WHS) requirements at all times |
1.2 | Identify communication types and networks within the enterprise | ||
1.3 | Follow enterprise conventions, policies and procedures when planning and preparing communication activities | ||
1.4 | Select communication channels and codes appropriate to objectives, circumstances and receivers | ||
1.5 | Plan communication and structure to promote the accurate transfer of meaning | ||
1.6 | Establish communication setting and climate appropriate to purpose and content of message | ||
1.7 | Prepare or obtain required resources | ||
2 | Communicate effectively in interpersonal, mediated and group settings | 2.1 | Apply effective communication skills, strategies and principles to communication activity |
2.2 | Use verbal and non-verbal language appropriate to the topic, sensitivities and technical understanding of the persons being addressed | ||
2.3 | Respect and consider individual differences | ||
2.4 | Adhere to purpose and objectives of communication | ||
2.5 | Encourage participation in communication | ||
2.6 | Follow conventions, rules, policies and procedures during communication activity | ||
3 | Evaluate communication | 3.1 | Obtain feedback regarding the effectiveness of the communication activity |
3.2 | Assess outcomes against communication objectives and selected channels and codes | ||
3.3 | Identify communication barriers and determine and implement strategies for overcoming barriers | ||
Foundation Skills
This section describes those required skills (reading, writing, oral communication and numeracy) that are essential to workplace performance in this unit of competency.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. | |
Communication types include one (1) or more of the following: | upward: reporting suggestions grievances downward: policy and procedures job instruction feedback information sharing horizontal: task coordination conflict resolution discussion problem solving information sharing |
Communication networks include one (1) or more of the following: | hierarchies patterns or clusters of personnel enterprise conventions, protocols and procedures for communication |
Communication channels and codes include one (1) or more of the following: | written verbal: spoken visual sound media non-verbal: visual sound touch taste and smell and combinations of these codes that give mutual meaning to a message: verbal (spoken or written language) non-verbal (symbols, emblems, body language) |
Effective communication skills, strategies and principles include one (1) or more of the following: | questioning and clarifying speaking and conversation skills effective and active listening reading and comprehension skills giving and receiving feedback giving and interpreting verbal and non-verbal messages using the telephone and similar mediated channels establishing communication climate basic conflict resolution seeking and acknowledging contribution agreeing on communication protocols clarifying the purpose of the communication activity principles and protocols for informal and formal meetings principles and protocols for speaking to a group group discussion strategies, principles and protocols interpersonal strategies and principles |
Communication activities include one (1) or more of the following: | letters, memos or emails telephone calls meetings individual discussion task coordination information sharing small group discussions writing reports counselling co-workers resolving issues or routine conflicts talks or speeches |
Individual differencesinclude one (1) or more of the following: | ethnicity age gender ability / disability opinions / beliefs sexual orientation language status in the organisation level of expertise |
Competency Field
Communication