Unit of competency Outline

Date retreived
23/07/2026 1:54 PM AWST

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Use workplace communication strategies

Use workplace communication strategies

Unit of competency
National Code
PSPGOV312A
State Code
C8008
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
30/10/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
30/10/2014
Nominal Hours
30
Description
This unit covers the use of workplace communication strategies for interacting with internal and external clients. It includes responding to enquiries, receiving and giving directions, participating in meetings and making presentations in the workgroup. Though the prime focus of the unit is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication these are included. Where reading and writing are the prime focus of the workplace function these are addressed in PSPGOV313A Compose workplace documents. In practice, using communication strategies may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, working effectively, working with diversity, organising information, addressing client needs, etc. This is one of 5 units of competency in the Working in Government Competency Field that deal with communication. Related units are:PSPGOV202B Use routine workplace communication techniquesPSPGOV412A Use advanced workplace communication strategies PSPGOV512A Use complex workplace communication strategiesPSPGOV605A Persuade and influence opinionNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Respond to enquiries
  • 1.1 Responses are provided to enquiries from staff, the public and other clients in a timely manner or the matter is referred in accordance with organisational procedures.
  • 1.2 Active listening techniques are utilised.
  • 1.3 Respect for the individual is maintained and specific needs are identified and addressed in accordance with organisational policy and procedures.
  • 1.4 Conflict or difficult situations are resolved in a confidential manner in accordance with standard procedures or are referred to others in accordance with organisational policy and procedures.
  • 1.5 Communication is undertaken within the mandate of public sector legislation, the organisational code of conduct and ethics standards.
2. Receive and give directions
  • 2.1 Oral directions are received, clarified and assessed to ensure they are ethical, lawful and reasonable.
  • 2.2 Directions are acted on promptly in accordance with organisational policy and procedures or refused in accordance with public sector standards and ethics guidelines.
  • 2.3 Directions are relayed in a clear and concise manner appropriate to the receiver.
  • 2.4 Understanding of the directions by the receiver is questioned and confirmed.
  • 2.5 Feedback on directions and outcomes is provided in accordance with organisational requirements.
3. Participate in meetings
  • 3.1 Meeting agenda is confirmed and followed.
  • 3.2 Input is focused on the objectives of the meeting and the agenda item at hand.
  • 3.3 Input is provided fully but succinctly and in accordance with meeting protocol.
  • 3.4 Other attendees are encouraged to participate in a manner suited to their experience and individual needs.
  • 3.5 Meeting participants are treated with respect and trust-building behaviours are used to enhance relationships and meeting outcomes.
4. Make presentations within the workgroup
  • 4.1 Job-related presentations are prepared and made within the workgroup.
  • 4.2 Presentations are logically structured to contain relevant, accurate and complete information/content.
  • 4.3 Presentations are structured and delivered to suit the intended audience.
  • 4.4 Feedback is obtained from the audience and used to improve future presentations.
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Enquiries may be:
face-to-face
by telephone
via technology and other media, such as computers, email, short message service (SMS), facsimile, pagers
long or complex enquiries from internal or external clients
at organisational rather than workgroup level
Other clients may be:
other agencies
unions
professional bodies
special interest groups
Minister's office
interstate or international clients
general public
Active listening may include:
listening for central ideas
considering how information applies to the situation/person
identifying/eliminating emotional triggers or psychological deaf spots
using techniques for staying in touch with what the speaker is saying, as thought speed outstrips speed of speech
paraphrasing
summarising
using silence to elicit additional information
using and recognising body language
Specific needs may relate to:
age
cultural background
disability
educational level
emotional state
ethnicity
expertise
family responsibilities
gender
interests
interpersonal approach
language
life experience
marital status
personality
physical ability
political orientation
religious belief
sexual orientation
socio-economic background
thinking/learning styles
work experience
working styles
Legislation, code of conduct and ethics standards may include:
Commonwealth and State/Territory legislation, standards and guidelines especially relating to equal employment opportunity, diversity, anti-discrimination
government policy
public sector code of ethics
national standards
the organisation's policies and practices
organisational code of conduct
international legislation/codes of behaviour
Trust-building behaviours may include:
listening
sharing
helping
encouraging
speaking frankly and directly
respecting opinions
being consistent
cooperating
acting as equals
being confident, self-assured
accentuating the positive
acting calmly under stress
acting spontaneously and authentically
being empathetic
providing fair and accurate feedback
being physically or psychologically close
freeing and allowing
being caring/friendly
accepting and tolerating most behaviours
transparent, open, above board
open to new ideas and information
verbal and non-verbal congruency
resolving conflict and interpersonal problems
empowering and building up others
treating others as individuals
Presentations may be:
oral
formal/informal
to a small/larger group depending on the size of the workgroup
supported by graphs, charts, tables or other information
supported by electronic slideshow/presentation
Feedback may include:
informal feedback during the presentation
informal feedback after the presentation
feedback from supervisor, as part of performance management
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC301B Uphold the values and principles of public service
PSPGOV301B Work effectively in the organisation
PSPGOV302B Contribute to workgroup activities
PSPGOV303B Build and maintain internal networks
PSPGOV306B Implement change
PSPGOV307B Organise workplace information
PSPGOV308B Work effectively with diversity
PSPGOV315A Give and receive workplace feedback
PSPLEGN301B Comply with legislation in the public sector
PSPOHS301A Contribute to workplace safety
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of Employability Skills as they relate to this unit
workplace communication strategies used in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to workplace communication in the public sector
case studies and workplace scenarios to capture the range of situations likely to be encountered when using workplace communication strategies in the public sector
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when using workplace communication strategies, including coping with difficulties, irregularities and breakdowns in routine
workplace communication strategies used in a range of (3 or more) contexts (or occasions, over time).
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations.
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
demonstration
observation
questioning
scenarios
simulation or role plays
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
Replaced By
State Code National Code Title Type
AWV83 PSPGEN019 Use workplace communication strategies Unit of competency