Description

This unit covers the competency for interacting with people internally and externally through verbal, nonverbal and written communications in the workplace and the ability to follow verbal and written workplace instructions.

Co/Pre-Requisites

Performance Criteria

1. Communicate verbally

1.1. Language used in all communications is clear concise and appropriate to client, assignment and organisation’s requirements

1.2. Active listening skills and questioning techniques are used to clarify issues

1.3. Established communication pathways are used for routine and non-routine communication

2. Communicate non verbally

2.1. Non verbal communication is positive, culturally appropriate and tailored to the audience

2.2. Non verbal communication is consistent with verbal communication

3. Communicate with clients

3.1. Questioning, learning and summarising skills are used to establish client needs

3.2. The needs of clients are addressed in line with organisation’s policy and procedures

3.3. Confidentiality is observed in accordance with organisation’s policies and  procedures

4. Give and receive instructions

4.1. Instructions received are acted upon within an agreed time frame and to meet organisation needs

4.2. Difficulties/problem areas are identified and communicated to the appropriate person in a timely manner

4.3. Clarification of instructions is sought from the appropriate person

4.4. Instructions are relayed clearly, concisely and accurately and confirmation of understanding obtained

5. Take part in group discussions and informal meetings

5.1. Contributions are made in small informal group activities and meetings to facilitate outcomes

5.2. Responses are sought from, and provided to, other group members in a constructive way

5.3. Views and opinions of individuals or a group are understood, acknowledged and accurately represented to others where required

6. Prepare and process routine written correspondence notes and records

6.1. Information and ideas are presented in a format, language and timeframe to meet organisation’s requirements

6.2. Presentation of written documents meets organisation’s standards of style and accuracy

6.3. Documents are processed to comply with legislative requirements and organisation’s policy and procedures

Key Competencies

Communicating ideas and information

• Communicate ideas and information to reporting procedures (verbal and written) 

Collecting analysing and organising information

• Collect, organise and understand information related to recognising and reporting situations

 Planning and organising activities 

• Plan and organise activities which implement and follow standard procedures 

Working with others and in teams

• Work with others and in a team by assisting and cooperating with team members 

Using mathematical ideas and techniques 

• Use mathematical ideas and techniques to document and report numbers for emergency procedures

Solving problems 

• Establish diagnostic processes which recommend improvements for OH&S issues

Using technology 

• Use workplace technology related to the use of technology to assist with safe work practices

Range Statement

Clients may include

• external internal
• representatives of other organisations
• representatives of non government organisations
• contractors
• members of the public
• persons from culturally and linguistically diverse backgrounds
• people with hearing/vision impairments

Instructions may be

• verbal
• non verbal
• written and may include
  • requests
  • directions

Modes of communication may include

• written
• face to face
• radio
• mobile telephone
• land line telephone
• facsimile
• information technology systems
• signalling systems
• pamphlets translated in other languages for persons from culturally and linguistically diverse backgrounds
• Auslan gestures
• use of interpreters
• signals
• visual signalling re vessels
• helicopter signals
• fixed plane signals
• signalling to vessel skipper re anchoring
• towing etc

Client needs may include

• information advice
• directions
• assistance

Workplace may include

• office
• in the field
• workshop
• operational area
• surf or ocean environment
• blue water coastal areas
• barrier reef
• bars and bar crossings

Non verbal communication may include

• body language
• gestures and signals

Routine correspondence may include

• brief notes
• documents
• number of themes covered in document would be simple and limited

Evidence Guide

Critical Aspects of Evidence

• It is essential for this unit that competence be demonstrated in effectively interacting with clients and communicate verbally and non verbally

Underpinning Knowledge

• effective non verbal communication technique
• effective verbal communication technique
• group communication technique
• small group dynamic
• written communication skills

Underpinning Skills

• communicate in group settin
• follow written instruction
• give and receive verbal instruction
• interact with client
• use information technology effectively

Resource implications

• No special requirements

Consistency in performance

• Evidence should be gathered over a period of time in a range of actual or simulated workplace environments

Context of assessment

• A combination of oral or written presentations observations on the job and/or in a simulated workplace environment