Elements and Performance Criteria

Communication mediums may include
company training
face-to-face discussions
instructional materials
regular and one-off meetings
signs and symbols
use of an interpreter where required
written instructions.

Company requirements may include
code of ethics
dress/uniform codes
legal and organisational policy/guidelines
legislation relevant to the work or service function
OHS policies, procedures and programs
organisational image
personnel practices and guidelines outlining work roles, responsibilities and delegations
quality systems, standards and guidelines
staff appearance and presentation.

Data may be
verbal, visual and anecdotal information collected during operations.

Effective communication techniques may include but are not limited to
active listening techniques
clear, legible writing
maintaining eye contact (for face-to-face interactions)
non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
speaking clearly and concisely
using appropriate language and tone of voice
using open and/or closed questions
verbal or written responses.

Forms of communication may include
exchange of reports and information
face-to-face interactions
responding to email
site news sheet
telephone discussions
two-way radio interactions
written information via a communication logbook.

Legislative and regulatory requirements may take into account
consumer law
discrimination/equal employment opportunity/racial vilification
environmental law
harassment and other laws specific to local government, state and federal legislation
industry codes of conduct
OHS
privacy legislation.

Relevant parties may include
external clients and supervisors/line managers.

Work group members may include
colleagues/team members
people from a range of social, cultural or ethnic backgrounds
supervisors/line managers.

Workplace procedures may include
assignment instructions
instructions from colleagues/supervisor/manager
personal protective equipment requirements
reporting and documentation requirements
specific customer requirements.

Critical aspects of competency
Use appropriate communication techniques to develop trust and confidence within a work group.
Utilise work group in participative arrangements to plan and improve workplace effectiveness.
Resolve poor work performance efficiently within organisational requirements.
Monitor and evaluate work group performance with the view to improving and refining arrangements that exist.

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.
Role and function of workplace teams.
Enterprise communication structure and work procedures.
Staff development/learning opportunities available.
Organisational codes of conduct.
Legislative and regulatory requirements relevant to workplace procedures.
Counselling and disciplinary procedures.
Recruitment practices.
Team dynamics.
Stages of team development.
Causes of stress or conflict in teams.
Strategies for managing or reducing conflict.
Communication methods and communication mediums.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:


use interpersonal communication skills that assist in establishing and maintaining work group relationships:

conflict management
negotiation
problem-solving
active listening/providing feedback
report writing
use work planning and data analysis
relate to people from a range of social, cultural and ethnic backgrounds.

Other units of competency that could be assessed with this unit
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit could be assessed on its own or in combination with other competencies relevant to the job function.

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:

a relevant venue
a work group
relevant organisational documentation
assessment documentation forms and record books.

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 (or assessment team working together to conduct the assessment). 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.
This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess underpinning knowledge and effective communication techniques.
Opportunities for practice and self-assessment under the guidance of a person deemed to be competent in the work area should be provided in advance of a formal assessment. Information derived from actual workplace experience should be treated as confidential.
Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in organisational OHS policies and procedures. Assessment requires that the facilitation of workplace teams meets the objectives of the company and industry expectations in the particular organisational requirement.

Communicating ideas and information
Collect verbal, visual and anecdotal information to measure team performance. (2)

Collecting analysing and organising information
Utilise appropriate communication techniques to create and maintain harmonious work group relationships. (2)

Planning and organising activities
Organise work tasks according to customer requirements. (2)

Working with others and in teams
Monitor participative arrangements to encourage the delivery of quality customer service. (3)

Using mathematical ideas and techniques
Monitor service delivery against budgets and contractual financial arrangements. (2)

Solving problems
Identify and analyse problems and take action to rectify the situation with minimal disruption to performance. (2)

Using technology
Use communication tools such as email to support communication to the work group. (2)