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Evidence Guide: BSBCMM402A - Implement effective communication strategies

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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BSBCMM402A - Implement effective communication strategies

What evidence can you provide to prove your understanding of each of the following citeria?

Receive enquiry

  1. Establish nature of enquiry
  2. Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person's needs and expectations
  3. Clearly outline legal and other limits of own responsibility to person making the enquiry
  4. Record person's details and issues
Establish nature of enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person's needs and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly outline legal and other limits of own responsibility to person making the enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record person's details and issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply appropriate communication techniques

  1. Use communication strategies that reflect organisational standards and procedures
  2. Use effective communication techniques during the enquiry
  3. Ensure confidentiality of the enquiry is respected
Use communication strategies that reflect organisational standards and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication techniques during the enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure confidentiality of the enquiry is respected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine action to be taken

  1. Identify personal limitations in taking action and seek appropriate assistance from designated individuals
  2. Respond in an appropriate manner
  3. Involve other parties in action if appropriate
  4. Manage expectations of person making enquiry
Identify personal limitations in taking action and seek appropriate assistance from designated individuals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond in an appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Involve other parties in action if appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage expectations of person making enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review outcomes of communication

  1. Follow up with person making enquiry to ensure action was effected
  2. Seek feedback about the communication strategies
  3. Undertake appropriate record keeping and reporting
Follow up with person making enquiry to ensure action was effected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback about the communication strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake appropriate record keeping and reporting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the ability to:

conduct work according to accepted codes of conduct

convey appropriate options to person making enquiry according to organisation's policies and procedures

exercise judgement and tact in decisions as to when enquiries should be transferred to a more experienced person

select appropriate communication techniques with regard to culturally and linguistically diverse clients.

Context of and specific resources for assessment

Assessment must ensure access to:

an actual workplace or simulated environment

workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms

appropriate technology, such as computers with relevant software and communication mediums

appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

analysis of responses to case studies and scenarios

demonstration of communication techniques

direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate

observation of performance in role plays

review of documentation recording details of person making enquiry, and issues

evaluation of needs and expectations of person making enquiry and discussion of appropriate responses

oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBRES404A Research legal information using primary sources.

Required Skills and Knowledge

Required skills

communication skills to:

listen to and interpret enquiries

provide clear and specific information

computer skills to:

access information from a range of online sources

keep records

provide reports in required format

literacy skills to document and record details of enquiries

research skills to:

locate necessary information from internal and external sources

identify and evaluate status of information sought

interpersonal skills to:

handle and tactfully screen enquiries of a sensitive nature

interact with a range of culturally and linguistically diverse clients

problem-solving skills to assess enquiries and to allocate them to appropriate sources for further information

Required knowledge

legislation, regulations and standards relevant to job role

organisation's policies and procedures required for the full range of tasks associated with role and responsibilities

accepted codes of practice relevant to the workplace, including those relating to:

privacy and confidentiality

use of company property

duty of care

ethical behaviour

non-discriminatory practice

conflict of interest

compliance with reasonable direction

extent of legal professional privilege

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Enquiry may be specific or general and may include:

complaint

liaison

seeking a meeting

seeking information

seeking referral.

Person making enquiry may include:

client or customer

general public

government representative

internal employee

representative of another organisation

supplier.

Organisation's standards and procedures may include:

code of conduct with respect to security, confidentiality and privacy

compliance framework

documenting activities planned and undertaken

procedures relating to:

booking rooms and resources

time recording

protocols relating to:

accommodating specific client needs, e.g. case manager, social worker or parole officer

telephone responses.

Needs and expectations may include:

fair and equitable treatment

follow-up action

sensitivity to physical, cultural, ethnic, language and literacy requirements

specificity and accuracy of information.

Legal and other limits may include:

extent of legal and professional privilege

industry and professional regulations

legislative and professional codes of conduct

organisational practices.

Communication strategies may include:

discuss options

draft an email, formal letter or other written response

make a telephone call

organise a meeting

send a fax

use text messaging or other mobile telephone communication

use web-based communication and networking strategies.

Communication techniques may include:

accommodating communication difficulties experienced by person making enquiry, such as language or literacy

actively listening

clarifying request or problem by summarising and repeating to ensure that information gathered is accurate

controlling tone of voice and body language

demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry

using correct grammar and language.

Designated individuals may include:

colleague

regulatory or government personnel

supervisor

teacher or trainer.

Appropriate manner may include:

contacting another organisation

documenting and filing communication according to organisation's procedures

not pursuing the matter

notifying relevant department of enquiry

organising a meeting

promptly contacting person making enquiry where appropriate

providing a written response

recording contact on database

referring person making enquiry to:

appropriate government department

community legal centre

law firm

supervisor or appropriate authority within the firm

relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry

telephoning person making enquiry after researching the appropriate information.

Other parties may include:

barristers

clients

clients' representatives

government representatives

interpreters

lawyers for opposing party

legal aid

medical and legal consultants

police

regulatory bodies.