Application
Not Applicable
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 Receive and relay information | 1.1 Demonstrate verbal information is received, understood and acknowledged in accordance with company requirements 1.2 Demonstrate written or pictorial information is received, understood and acknowledged in accordance with company requirements 1.3 Demonstrate numerical and measurement calculations are received, understood and acknowledged in accordance with company requirements 1.4 Discuss and relay information in a clear and concise manner using appropriate communication techniques 1.5 Demonstrate simple routine workplace documentation is completed accurately to meet work order and company requirements | ||
2 Work with others | 2.1 Discuss with colleagues workplace information to achieve individual and team goals and to meet company requirements 2.2 Discuss with appropriate person(s), possible problems that may arise in accordance with company requirements 2.3 Contribute to positive workplace relations in accordance with company requirements 2.4 Communicate in a courteous manner that considers social and cultural differences |
Required Skills
Refer to Evidence Guide
Evidence Required
The evidence guide identifies the requirements to be demonstrated to confirm competence for this unit. Assessment must confirm sufficient ability to use appropriate skills and knowledge to apply basic communication skills. Assessment of performance should be over a period of time covering all categories within the range statement identified as applicable in the learning environment.
Critical aspects of competency
Communicate effectively on a one-to-one and group basis in both verbal and written modes.
Receive and relay verbal, non-verbal, written and/or pictorial information in a clear, concise and accurate manner that reflects sensitivity to individual social and cultural differences.
Understand and acknowledge company and legislative/regulatory requirements.
Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Awareness of legislation and regulations.
OHS issues and requirements.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These are:
communicating clearly and concisely using written and verbal modes
customer service
performing the mathematical calculations required for the dilution and mixing of chemicals as specified on material safety data sheets
reading and responding appropriately to directions and safety instructions in equipment manuals and MSDS and on chemical labels
requesting advice or further information
seeking and receiving feedback
working on an individual basis and within a team.
Other units of competency that could be assessed with this unit
Competence in this unit may be assessed in conjunction with:
PRMCL40A Prepare for work in the cleaning industry
PRMCMN101A Follow workplace safety arrangements.
Resources required to assess this unit
The following resources should be available:
access to a suitable work site or venue
access to suitable equipment and chemicals
access to personal protective equipment
access to equipment operating manuals and MSDS
work order instructions and work plans
assessment instruments, including personal planner and assessment record book.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstration in the work environment or in a simulated work environment.
Key competency levels
There are a number of processes that are learnt throughout work and life that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added.
Information below highlights how these processes are applied in this unit of competency.
1 | Perform the process | 2 | Perform and administer the process | 3 | Perform, administer and design the process | |||
How can communication of ideas and information be applied? | 1 | Confirm own role and responsibilities with colleagues and supervisors to ensure compliance with work order and company requirements such as OHS. | ||||||
How can information be collected, analysed and organised? | 1 | Collect and analyse information regarding work site in line with company procedures. | ||||||
How are activities planned and organised? | 1 | Organise and prioritise work tasks to meet work order and company requirements. | ||||||
How can teamwork be applied? | 1 | Provide support and assistance to team members to complete work tasks within designated timelines and to meet company requirements. | ||||||
How can the use of mathematical ideas and techniques be applied? | 1 | Calculate area(s) to be cleaned and measure and carry out chemical applications. | ||||||
How can problem-solving skills be applied? | 1 | Discuss with management/clients/site managers, supervisors and team members how to help solve problems that may arise. | ||||||
How can the use of technology be applied? | 1 | Record data for future use such as stock control. |
Range Statement
The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables are listed in alphabetical order and may be present for this particular unit.
Appropriate person(s) may include:
colleagues
managers
supervisors
workplace trainer.
Communication techniques may include:
active listening to clarify and confirm understanding
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
demonstrating flexibility
non-verbal positive actions
questioning to clarify and confirm understanding
two-way interaction
use of positive, confident and cooperative language.
Company requirements may include:
client service standards
communication channels and reporting procedures
company goals, objectives, plans, systems and processes
company issued identification badge/card/pass
company policy and procedures
company service standards
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
rights and responsibilities of employees and employers
training (induction, refresher and new skills) materials
work site access security clearance procedures.
Information may include:
activity reports
legislative and OHS requirements
memoranda
notices
pictorial signs
rights and responsibilities of employees
verbal or non-verbal language
written work orders.
Social and cultural differences may be expressed in:
beliefs, values and practices
conventions of gender
cultural stereotypes
food, diet
language
religious and spiritual observances
social conventions
traditional practices and observations.
Work order information may include:
access to work site and egress points
completion times/dates
insufficient people to complete the work task(s)
job requirements and tasks
legislative requirements and local government
OHS requirements and emergency response procedures
resource requirements - equipment and chemicals
specific client requirements e.g. relationships with other activities, dress and presentation requirements
use of signage and barriers
work schedules
working in isolated and remote locations
work site contact person(s).
Sectors
Not Applicable
Employability Skills
Not Applicable
Licensing Information
Not Applicable