Elements and Performance Criteria

The furnishing industry will require communication to be carried out in workplaces involved in the manufacture, repair or maintenance of solid timber furniture, domestic furniture, commercial furniture and/or furniture components. Communication may therefore be under testing noise and respiratory safety conditions.

network systems
telephones
keyboard equipment, including mouse
touchpad
keyboard
pens
pencils
information technology components, including hardware
software and communication packages
and facsimile machines

answering telephone calls
requests from colleagues
use of voice mail
informal discussions
and answering enquiries from clients

handwritten and printed materials
email
internal memos
briefing notes
facsimiles
general correspondence and telephone messages

quality assurance and/or procedures manual
goals, objectives, plans, systems and processes
business and performance plans
legal and organisation policy/guidelines and requirements
access and equity principles and practice
ethical standards
OHS policies, procedures and programs
quality and continuous improvement processes and standards
defined resource parameters

memoranda
messages
proformas
emails and standard/form letters

standards set by work group
organisational policies and procedures
specified work standards
legislation and Australian Standards

Critical Aspects of Evidence
Communication methods used are appropriate to the audience
Communications are in the language of the industry/ sector
Messages and written communication are clear, concise and correct
Requests for information are responded to promptly
Information is given to clients in a clear and concise format
Correspondence produced is relevant to request

Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace.

Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations.

Context of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement.
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.
Assessment should reinforce the integration of the key competencies.