Work must be carried out in accordance with codes/regulations and workplace requirements relevant to the use of taxicab communication systems in the taxi industry.

Safety checks and equipment tests are performed under limited supervision.

This unit involves the application of established communication principles and practice for taxi drivers and the use of local technical and colloquial language and vocabulary in day-to-day communications.

ELEMENT

PERFORMANCE CRITERIA

1Identify features of taxi communication system

1.1 The features and functions of the taxi radio system are identified

1.2 The features and functions of the taxi computer dispatch system are identified

1.3 The features and functions of the taxi duress alarm system are identified (if fitted)

2Operate taxi communication system

2.1 Checks are carried out to confirm communication system is operational in accordance with the manufacturers instructions and workplace procedures

2.2 Communication system is used in a manner consistent with road laws and safe driving practices

2.3 Communication security is maintained in accordance with workplace procedures

3Use appropriate communication protocols

3.1 Received messages are interpreted and recorded where required in accordance with workplace procedures

3.2 Messages are transmitted clearly and precisely with due observation of ethics and protocols required of users

3.3 Incoming messages are received and answered promptly and courteously within operating procedures and (any) regulatory requirements

3.4 Vocal communication is clear, unambiguous and uses appropriate procedures, language and codes

3.5 Appropriate protocols and procedures are followed when using communications systems during emergencies

4Maintain communication equipment operational status

4.1 Equipment is checked and maintained in working order in accordance with workplace procedures

4.2 Minor faults in the communications systems are promptly identified, diagnosed and repaired or reported in accordance with workplace procedures

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant codes of practice and legislative requirements including local regulations

Relevant OH&S and environmental procedures and regulations

Workplace procedures and policies for the use of communication systems in a taxicab

Procedures and protocols for the use of communication systems during an emergency

Features of various communication systems

Basic communication techniques including the phonetic alphabet

Basic principles of effective communication

Basic barriers to effective communication and how to overcome them

Required skills:

Communicate effectively with others when using communication systems in a taxicab, including both during transmission and receipt of information

Communicate effectively with multilingual persons or persons with limited ability to speak or understand English

Read and interpret operating instructions, procedures, information and signs relevant to the use of communication systems in a taxicab

Apply relevant codes of practice

Complete documentation related to the use of communication systems in a taxicab

Operate electronic communication equipment to required protocol

Interpret and follow operational instructions and prioritise work

Work collaboratively with others when using communication systems in a taxicab

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Identify, report and/or rectify any problems that may arise when using communication systems in a taxicab in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may occur when using communication systems in a taxicab

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and appropriately apply technology, information systems and procedures to complete workplace tasks

Operate and adapt to differences in equipment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Undertake pre-operational checks for communications systems and equipment

Carry out minor routine maintenance procedures for communications equipment

Plan own work including predicting consequences, identifying improvements and interpreting information from the communication systems to increase opportunities for fares

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of:

operating a taxicab communication system effectively

communicating effectively using communication systems

maintaining communication equipment operational status

using communication system during emergencies

identifying communication system problems or faults and taking appropriate action

maintaining workplace records and documentation

completing work systematically with the required attention to detail without damage to goods or equipment

showing evidence of application of relevant workplace procedures

showing evidence of an understanding of relevant regulations and codes

showing evidence of an understanding of OH&S regulations and hazard prevention policies and procedures

showing evidence of an understanding of workplace procedures and work instructions relating to the use of communication equipment

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Assessment of this unit must be undertaken on actual taxi radio equipment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Communication system may include:

computer dispatch

mobile phone, both on person or hands-free

vehicle mounted radio

security equipment, including duress alarm and camera (if fitted)

Equipment and technology may include:

taxicab

taxi meter

radio/computer dispatch

street directory

mobile phone

toll tags

Messages are interpreted by:

active listening

two-way conversation

questioning to obtain information and/or clarify information and understanding

routine oral reporting

Communication may involve:

English speaking people

people with limited ability to communicate in English

people with communication disabilities

use of phonetic alphabet

Communication problems may include:

misunderstanding

limited ability of others to communicate in English

noisy environments or communication channels

illegible writing or print

use of non-standard vocabulary

incorrect assumption that message has been received and or correctly understood

not following correct communication protocols and procedures

Workplace procedures may include:

relevant regulations, standards and codes of practice

relevant Australian and state/territory OH&S legislation

equal opportunity legislation and related policies

Information/documentation may include:

workplace communication procedures, protocols, checklists and instructions

manufacturers specifications for communications equipment

communication records

legislation, regulations and related documentation

emergency procedures

Worksite environment may include:

customers

depot personnel

other drivers

managers

police and other emergency service personnel

This unit contains employability skills.