Elements and Performance Criteria

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 in the performance criteria is detailed below. Add any 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.
Communication techniques will include:
active listening
giving constructive feedback
two-way interactions for different contexts
using timing and management of interaction and silence
using deliberate non-verbal actions and reactions
reflection and summarising for agreement
deliberate selection of language from a range of options
examples of using cultural awareness and sensitivity
flexibility and adaptation of techniques for specific purposes
timing of interactions
selecting environments conducive to effective communication
participating in formal and informal team meetings
participating in routine and special meetings.
Range of different communication approaches will include:
with individuals and with groups
with known and unknown audiences, which may include:
colleagues
managers
senior officials with different levels of authority and status
clients with specified needs
people with disabilities
people from culturally and linguistically diverse backgrounds
offenders and detainees
Aboriginal and Torres Strait Islander people
residents within a community
members of the public
other professionals
in routine and predictable circumstances, including responding to conflict and uncooperative behaviour.
Communication barriers can include:
cultural
degree of confusion
first or preferred language
level of familiarity with subject of communication or context in which it is taking place
level of knowledge and skills
environmental (e.g. noise or lack of privacy)
health and wellbeing of individuals involved
social difficulties (e.g. violent and abusive situations).
Written material will include evidence of:
informal reports and documents for internal use
electronic files using the information technology required by the work site
correcting and updating information
complying with the organisation's procedures for the storage, security and confidentiality of information.
Legislation, policies and procedures may relate to:
confidentiality
authorised access to or use of information
freedom of information
protection of privacy
data protection and the storage and security of information
use of information technology and other electronic or telecommunication systems.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
This unit contains a wide range of applications to reflect the diverse nature of communications and interactions required in correctional services. Selection from the range statement will be justified in terms of work site requirements, work roles and responsibilities, and occupational specialisations.
Evidence for assessment must be gathered over a significant period of time and in conjunction with evidence gathered for all other units that have a component of communication within the workplace. This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
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
ability to communicate effectively in a range of (two or more) contexts or occasions, over time.
Context of and specific resources for assessment
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 by an individual communicating effectively as part of a coordinated team, including coping with difficulties, irregularities and changes to routine
copies of legislation, policies, procedures and guidelines relating to communicating effectively and professionally within the organisation
access to appropriate learning and assessment support when required.
Method of assessment
The following assessment methods are suggested:
observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations
written and/or oral questioning to assess knowledge and understanding
completion of workplace documents and reports produced as part of routine work activities
third-party reports from experienced practitioners
completion of performance feedback from supervisors and colleagues.
Guidance information for assessment
Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.