Unit of competency Outline

Date retreived
22/07/2026 6:26 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Use complex workplace communication strategies

Use complex workplace communication strategies

Unit of competency
National Code
PSPGEN054
State Code
AWV48
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
120505 - Work Practices Programmes
Original Release Date
21/07/2016
Nominal Hours
40
Description
This unit describes the skills required to use complex workplace communication for working at middle management level with internal and external clients, colleagues and other staff. It includes preparing for complex communication, analysing and responding to opinions, presenting a convincing argument, and developing a range of communication strategies.This unit applies to those working in generalist and specialist roles within the public sector.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work autonomously with management responsibilities performing complex tasks, in a range of familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare for complex communication
  • 1.1 Clarify communication objectives, confirm those to be present and identify the communication mode.
  • 1.2 Undertake analysis to anticipate the likely positions to be taken by those present on the matters under discussion.
  • 1.3 Research and organise subject matter, identify and record key points to be conveyed, and summarise information to counter other positions.
  • 1.4 Identify and incorporate requirements of legislation, policy and guidelines relevant to the discussion.
2. Analyse and respond to opinions
  • 2.1 Evaluate discussion to identify impartiality, bias or unsupported argument.
  • 2.2 Record points of view of other speakers and present information to counter opposing views.
  • 2.3 Analyse reaction to speakers and their point of view to identify and manage emotional reactions and maintain objectivity.
  • 2.4 Examine opposing or challenging views for their value in achieving the same ends.
  • 2.5 Use active listening and questioning to clarify own understanding, challenge or justify other points of view.
3. Present a convincing argument
  • 3.1 Choose communication approach to suit the given audience.
  • 3.2 Assert prepared position with conviction and purpose.
  • 3.3 Adjust verbal and non-verbal behaviour to maintain listener interest if the audience is unresponsive.
  • 3.4 Use questions to elicit feedback and check audience understanding.
  • 3.5 Respond to audience questions and arguments and support answers by reasoned explanation.
  • 3.6 Negotiate agreement where possible, concluding with a summary of agreed items.
4. Develop a range of communication strategies
  • 4.1 Seek feedback from others and assess the outcomes of communication.
  • 4.2 Record and use lessons learnt to underpin future interactions.
  • 4.3 Develop and practise language structures and features that influence audiences to a preferred point of view.
  • 4.4 Explore and practise communication strategies for a range of workplace applications.
No information
No information
Replaces
State Code National Code Title Type
C8042 PSPGOV512A Use complex workplace communication strategies Unit of competency
Replaced By
State Code National Code Title Type
ODX20 PSPGEN101 Use complex workplace communication strategies Unit of competency