Application
This unit describes the performance outcomes, skills and knowledge required to use effective communication techniques with colleagues and customers from diverse backgrounds, and to complete work as part of a team.
It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate under the supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
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. Use effective communication techniques. | 1.1.Greet others in a polite and friendly manner. 1.2.Use questioning and active listening to determine the other person’s needs. 1.3.Use tact and discretion when interacting with others. 1.4.Provide clear and concise information according to the person’s needs and take follow up action as required. 1.5.Use features of communications technology according to organisational procedures. |
2. Respond to diversity in communication. | 2.1.Treat people from diverse backgrounds equally and with respect and sensitivity. 2.2.Consider cultural differences in verbal and non-verbal communication. 2.3.Use gestures or simple words to communicate where language barriers exist. 2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication. |
3. Confirm and respond to workplace requirements. | 3.1.Identify lines of workplace communication and seek information about work requirements. 3.2.Listen to, clarify and agree nature of work instructions and timelines. 3.3.Seek assistance from others to complete work as required. 3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication. 3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
engage in four different interactions that individually or cumulatively involve communication with people who are:
customers
peer team members
supervisors
from diverse backgrounds
communicate with others:
face-to-face
by telephone
communicate with others to confirm the requirements of three different work tasks.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
organisational policies and procedures for:
allocated duties and responsibilities
internal and external customer and colleague interactions
use of communication media
communication techniques:
active listening
open and closed questioning
use of verbal and non-verbal cues
communication methods which convey information clearly and concisely
basic communication expectations in relation to:
tact
sensitivity
discretion
nature of diversity and the impact of diversity on communication.
Assessment Conditions
Skills must be demonstrated in:
an industry workplace
a simulated industry environment.
Assessment must ensure use of:
organisational policies and procedures for:
allocated duties and responsibilities
internal and external customer and colleague interactions
use of communication media.
a telephone
a range of people with different requirements; this can be:
customers or team members in a retail industry workplace with whom the individual works during the assessment process
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.
Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Cross-Sector
Competency Field
Communication and Teamwork