Unit of competency Outline
Date retreived
22/07/2026 8:30 AM AWST
22/07/2026 8:30 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.
Use complex workplace communication strategies
Use complex workplace communication strategies
Unit of competency
National Code
PSPGOV512A
PSPGOV512A
State Code
C8042
C8042
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/11/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
05/11/2014
Nominal Hours
40
Description
This unit covers 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.In practice, using complex workplace communication strategies may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government systems, managing change, managing diversity, 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 techniquesPSPGOV312A Use workplace communication strategiesPSPGOV412A Use advanced workplace communication strategies PSPGOV605A 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. Prepare for complex communication
- 1.1 Communication objectives are clarified, those to be present are confirmed and communication mode is identified.
- 1.2 Analysis is undertaken to anticipate the likely positions to be taken by those present on the matters under discussion.
- 1.3 Subject matter is researched/organised, key points to be conveyed are identified and recorded, and information to counter other positions is summarised.
- 1.4 Requirements of legislation, policy and guidelines relevant to the discussion are identified and incorporated.
2. Analyse and respond to opinions
- 2.1 Discussion is evaluated to identify impartiality, bias or unsupported argument.
- 2.2 Points of view of other speakers are noted and information to counter opposing views is presented objectively in accordance with required position.
- 2.3 Reaction to speakers and their point of view is analysed to identify and manage emotional reactions and maintain objectivity.
- 2.4 Opposing/challenging views are examined for their value in achieving the same ends.
- 2.5 Active listening and questioning are used to clarify own understanding, challenge or justify other points of view.
3. Present a convincing argument
- 3.1 Communication approach is chosen and used to suit the given audience.
- 3.2 Prepared position is asserted with conviction and purpose.
- 3.3 Verbal and non-verbal behaviour are adjusted to maintain listener interest if the audience is unresponsive.
- 3.4 Questions are used to elicit feedback and check audience understanding.
- 3.5 Audience questions and argument are responded to objectively, and answers are backed by reasoned explanation.
- 3.6 Agreement is negotiated where possible, concluding with a summary of agreed items.
4. Develop a range of communication strategies
- 4.1 Feedback from others is obtained and the outcomes of communication are assessed.
- 4.2 Lessons learnt are recorded and used to underpin future interactions.
- 4.3 Language structures and features that influence audiences to a preferred point of view are developed and practised.
- 4.4 Communication strategies are explored and practised for a range of workplace applications in accordance with organisational requirements.
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.
Communication objectives may be to:
share information
reach consensus
contribute to policy
represent the business unit's position/interests in internal negotiations
resolve differences
negotiate a joint position/compromise
build reputation (of self and organisation/business unit)
market services
Those to be present may include:
peers
colleagues
those senior or junior to the position
staff from other agencies
Mode of communication may include:
telephone
teleconference
video conference
Internet (online forums)
face-to-face
one-on-one, or in a group
forum, seminar or conference
Organisation of subject mattermay include:
identifying features, advantages and benefits and aligning evidence/examples
anticipating likely disagreements and structuring material to address these
Legislation, policy and guidelines may include:
State/Territory and Commonwealth legislation, regulations, policies, guidelines and standards relating to exchange of information in the public sector, such as:
ethics and accountability guidelines/codes of practice
information security standards
principles of equal employment opportunity, equity and diversity
freedom of information and privacy.
intellectual property
fraud standards
professional liability
Reaction to speakers may include:
own reaction
others present
Communication approach may include:
catering to political sensitivities
working within government processes and operational frameworks
balancing debate and action
consideration of wider organisational/public sector issues
speaking with confidence
cultural, ethnic, diversity or equity considerations
consultative
collaborative
assertive
reasonable
humorous
Verbal and non-verbal behaviour may include:
inclusive language, ideas and information
congruent speech and body language
speaking with confidence
impartiality
responsiveness
drawing on different sources of information
Language structures and features may include:
use of metaphors and similes
use of analogy, imagery and other comparisons
use of passive voice
using personal names repeatedly to convey intimacy or sincerity
tone, style and point of view
Communication objectives may be to:
share information
reach consensus
contribute to policy
represent the business unit's position/interests in internal negotiations
resolve differences
negotiate a joint position/compromise
build reputation (of self and organisation/business unit)
market services
Those to be present may include:
peers
colleagues
those senior or junior to the position
staff from other agencies
Mode of communication may include:
telephone
teleconference
video conference
Internet (online forums)
face-to-face
one-on-one, or in a group
forum, seminar or conference
Organisation of subject mattermay include:
identifying features, advantages and benefits and aligning evidence/examples
anticipating likely disagreements and structuring material to address these
Legislation, policy and guidelines may include:
State/Territory and Commonwealth legislation, regulations, policies, guidelines and standards relating to exchange of information in the public sector, such as:
ethics and accountability guidelines/codes of practice
information security standards
principles of equal employment opportunity, equity and diversity
freedom of information and privacy.
intellectual property
fraud standards
professional liability
Reaction to speakers may include:
own reaction
others present
Communication approach may include:
catering to political sensitivities
working within government processes and operational frameworks
balancing debate and action
consideration of wider organisational/public sector issues
speaking with confidence
cultural, ethnic, diversity or equity considerations
consultative
collaborative
assertive
reasonable
humorous
Verbal and non-verbal behaviour may include:
inclusive language, ideas and information
congruent speech and body language
speaking with confidence
impartiality
responsiveness
drawing on different sources of information
Language structures and features may include:
use of metaphors and similes
use of analogy, imagery and other comparisons
use of passive voice
using personal names repeatedly to convey intimacy or sincerity
tone, style and point of view
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:
PSPETHC501B Promote the values and ethos of public service
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV507A Undertake negotiations
PSPGOV508A Manage conflict
PSPGOV511A Provide leadership
PSPGOV514A Facilitate change
PSPGOV515A Develop and use political nous
PSPGOV516A Develop and use emotional intelligence
PSPLEGN501B Promote compliance with legislation in the public sector
PSPOHS501A Monitor and maintain 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
use of complex communication strategies 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 public sector communication
current theory and practice on influencing skills for the public sector
case studies and workplace scenarios to capture the range of situations likely to be encountered when using complex communication strategies
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 complex communication strategies, including coping with difficulties, irregularities and breakdowns in routine
complex communications 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
portfolios
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
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:
PSPETHC501B Promote the values and ethos of public service
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV507A Undertake negotiations
PSPGOV508A Manage conflict
PSPGOV511A Provide leadership
PSPGOV514A Facilitate change
PSPGOV515A Develop and use political nous
PSPGOV516A Develop and use emotional intelligence
PSPLEGN501B Promote compliance with legislation in the public sector
PSPOHS501A Monitor and maintain 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
use of complex communication strategies 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 public sector communication
current theory and practice on influencing skills for the public sector
case studies and workplace scenarios to capture the range of situations likely to be encountered when using complex communication strategies
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 complex communication strategies, including coping with difficulties, irregularities and breakdowns in routine
complex communications 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
portfolios
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 |
|---|---|---|---|
| AWV48 | PSPGEN054 | Use complex workplace communication strategies | Unit of competency |