Unit of competency Outline

Date retreived
23/07/2026 12:21 AM AWST

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Use advanced workplace communication strategies

Use advanced workplace communication strategies

Unit of competency
National Code
PSPGEN140
State Code
ODX65
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080301 - Business Management
Original Release Date
08/07/2022
Nominal Hours
50
Description
This unit describes the performance outcomes, skills and knowledge required to use advanced workplace communication strategies for interacting with internal and external clients.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context. Those undertaking this unit work independently, with possible supervisory responsibilities, performing complex tasks in a range of familiar and unfamiliar contexts.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Deal with complex enquiries and complaints.
  • 1.1. Establish relationship with client by displaying understanding towards client needs, through listening, questioning and confirming.
  • 1.2. Record complaint or enquiry and verify details with client.
  • 1.3. Obtain documentation to support complaint or enquiry.
  • 1.4. Identify action available under organisational policies and follow procedures to resolve complaint or enquiry.
  • 1.5. Identify and refer complaints or enquiries that require other input to resolve.
  • 1.6. Advise client of action taken to resolve the compliant or enquiry and record.
2. Give directions.
  • 2.1. Give ethical, lawful and reasonable directions to others.
  • 2.2. Give directions and confirm understanding of directions.
  • 2.3. Resolve problems or refer issues that require other input to resolve.
  • 2.4. Provide feedback on implementation to others.
3. Manage meetings.
  • 3.1. Clarify purpose of each meeting and develop agenda in consultation with participants.
  • 3.2. Select the procedure for each meeting and style of facilitating based on nature of meeting.
  • 3.3. Chair meetings in accordance with organisational policies and procedures.
  • 3.4. Ensure meetings are focused on objectives and are time efficient.
  • 3.5. Enable participation, discussion, problem solving and resolution of issues by all those present.
  • 3.6. Summarise decisions and recommendations in required formats.
  • 3.7. Check details for accuracy and record in accordance with organisational procedures, including security and confidentiality requirements.
4. Make presentations.
  • 4.1. Prepare and deliver presentations to a range of audiences.
  • 4.2. Structure presentations logically with relevant information.
  • 4.3. Develop supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
  • 4.4. Use presentation strategies suitable for the audience, location, resources and personnel needed.
  • 4.5. Evaluate effectiveness of presentation for the purpose of improving future presentations.
5. Monitor and support workplace communication strategies.
  • 5.1. Seek and act upon feedback to improve future performance.
  • 5.2. Reflect on personal performance and identify opportunities for improvement and professional development.
No information
No information
Replaces
State Code National Code Title Type
AWV69 PSPGEN033 Use advanced workplace communication strategies Unit of competency