Unit of competency Outline
Date retreived
23/07/2026 4:50 AM AWST
23/07/2026 4:50 AM 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.
Receive and process oral and written communication
Receive and process oral and written communication
Unit of competency
National Code
ICAD2003B
ICAD2003B
State Code
D0090
D0090
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
29/11/2007
Field of Education
120505 - Work Practices Programmes
Original Release Date
29/11/2007
Nominal Hours
20
Description
This unit defines the competency required to receive, clarify and document client information and refer for action.There may be benefit in concurrent learning with the following units:ICAW2001B Work effectively in an IT environmentICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsThe following units are linked and form an appropriate cluster:ICAW2001B Work effectively in an IT environmentICAW2002B Communicate in the workplaceICAW2011B Work individually or in a team to achieve organisational goalsNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Receive and process oral communication from clients
- 1.1. Demonstrate the accommodation of culturaldifferences in communication
- 1.2. Receive and clarify oral messages in a courteous manner
- 1.3. Log a written message according to organisationalguidelines
- 1.4. Send the message to the required person using an appropriate method
2. Receive and process written communication
- 2.1. Receive and process written communication, from clients
- 2.2. Demonstrate the use of equipment to manage messages
3. Respond to incoming telephone calls
- 3.1. Answer telephone calls promptly according to the organisational requirements
- 3.2. Determine and confirm the callers' requests and next actions
- 3.3. Record messages according to the organisationalguidelines
- 3.4. Maintain records of documentation and reports associated with incoming calls
4. Make telephone calls
- 4.1. Look up client details for the correct telephone number
- 4.2. Call the client using the appropriate greeting
- 4.3. Deliver the message to the client and finalise the telephone call appropriately
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Organisational guidelines may include but are not limited to:
guidelines that include telephone documentation procedures
written documentation procedures
organisation manuals
policy on client liaison
Culturaldifferences may include but are not limited to:
the way people interact with each other
content, style and design of emails
business documents
Organisational requirements may include but are not limited to:
personal use of emails and internet access
content of emails
downloading information and accessing particular websites
opening mail with attachments
virus risk
dispute resolution
document procedures and templates
communication methods
response times
financial control mechanisms
Written communication
Written communication may include but is not limited to letters, email, memos
Equipment may include but is not limited to:
workstations
personal computers
modems and other connectivity devices
printers
DSL modems
hard drives
monitors
switches
hubs
personal digital assistant (PDA)
other peripheral devices
Client may include but is not limited to:
internal departments
external organisations
individual people and including colleagues
internal employees
Documentationand reports
May include audit trails, naming standards, version control, project management templates and report writing styles will vary according to organisational approach. Information gathering processes may have associated templates
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Organisational guidelines may include but are not limited to:
guidelines that include telephone documentation procedures
written documentation procedures
organisation manuals
policy on client liaison
Culturaldifferences may include but are not limited to:
the way people interact with each other
content, style and design of emails
business documents
Organisational requirements may include but are not limited to:
personal use of emails and internet access
content of emails
downloading information and accessing particular websites
opening mail with attachments
virus risk
dispute resolution
document procedures and templates
communication methods
response times
financial control mechanisms
Written communication
Written communication may include but is not limited to letters, email, memos
Equipment may include but is not limited to:
workstations
personal computers
modems and other connectivity devices
printers
DSL modems
hard drives
monitors
switches
hubs
personal digital assistant (PDA)
other peripheral devices
Client may include but is not limited to:
internal departments
external organisations
individual people and including colleagues
internal employees
Documentationand reports
May include audit trails, naming standards, version control, project management templates and report writing styles will vary according to organisational approach. Information gathering processes may have associated templates
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements; clarify and document client information and refer to correct area of responsibility for action.
To demonstrate competency in this unit the person will require access to:
Personal computer
Incoming and outgoing telephone facilities
Email and word processing facilities
Context of and specific resources for assessment
The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.
Assessment must ensure:
Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.
Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.
Method of assessment
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.
Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICAW2001B Work effectively in an IT environment
ICAW2002B Communicate in the workplace
ICAW2011B Work individually or in a team to achieve organisational goals
An individual demonstrating this competency would be able to:
Demonstrate basic operational knowledge in a moderate range of areas
Apply a defined range of skills
Apply known solutions to a limited range of predictable problems
Perform a range of tasks where choice between a limited range of options is required
Assess and record information from varied sources
Take limited responsibility for own outputs in work and learning
Maintain knowledge of industry products and services
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements; clarify and document client information and refer to correct area of responsibility for action.
To demonstrate competency in this unit the person will require access to:
Personal computer
Incoming and outgoing telephone facilities
Email and word processing facilities
Context of and specific resources for assessment
The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.
Assessment must ensure:
Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.
Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.
Method of assessment
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.
Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICAW2001B Work effectively in an IT environment
ICAW2002B Communicate in the workplace
ICAW2011B Work individually or in a team to achieve organisational goals
An individual demonstrating this competency would be able to:
Demonstrate basic operational knowledge in a moderate range of areas
Apply a defined range of skills
Apply known solutions to a limited range of predictable problems
Perform a range of tasks where choice between a limited range of options is required
Assess and record information from varied sources
Take limited responsibility for own outputs in work and learning
Maintain knowledge of industry products and services
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C8730 | ICAD2003A | Receive and process oral and written communication | Unit of competency |
