Elements and Performance Criteria

Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government which affect business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations, anti-discrimination and diversity
relevant industry codes of practice
Organisational procedures may relate to:
workplace procedures related to specific tasks
following instructions
answering telephone calls
requests from colleagues
use of voice mail
use of internet and email
informal discussions
Appropriate people may include:
supervisors, mentors or trainers
colleagues
other staff members
Lines of communication may include:
formal and informal means
oral or written
Communication method/equipment may include but are not limited to:
computer network systems
personal computer equipment including hardware, keyboards, software and communication packages
telephones
facsimile machines
Organisational requirements may be included in:
quality assurance and/or procedures manual
goals, objectives, plans, systems and processes
business and performance plans
legal and organisation policy/guidelines and requirements
access and equity principles and practice
ethical standards
Occupational Health and Safety policies, procedures and programs
quality and continuous improvement processes and standards
Written information may include but is not limited to:
handwritten and printed materials
electronic mail
facsimiles
general correspondence or standard/form letters and memos
telephone messages or general messages
Standards may include:
standards set by work group
organisational policies
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government which affect business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations, anti-discrimination and diversity
relevant industry codes of practice
Organisational procedures may relate to:
workplace procedures related to specific tasks
following instructions
answering telephone calls
requests from colleagues
use of voice mail
use of internet and email
informal discussions
Appropriate people may include:
supervisors, mentors or trainers
colleagues
other staff members
Lines of communication may include:
formal and informal means
oral or written
Communication method/equipment may include but are not limited to:
computer network systems
personal computer equipment including hardware, keyboards, software and communication packages
telephones
facsimile machines
Organisational requirements may be included in:
quality assurance and/or procedures manual
goals, objectives, plans, systems and processes
business and performance plans
legal and organisation policy/guidelines and requirements
access and equity principles and practice
ethical standards
Occupational Health and Safety policies, procedures and programs
quality and continuous improvement processes and standards
Written information may include but is not limited to:
handwritten and printed materials
electronic mail
facsimiles
general correspondence or standard/form letters and memos
telephone messages or general messages
Standards may include:
standards set by work group
organisational policies

Critical Aspects of Evidence
Seeks advice on most appropriate workplace communication methods and lines of communication are established,
Oral and written communication is clear, concise and correct and completed within designated timelines,
Instructions are followed promptly and appropriately and
Advice and feedback are actively sought, acknowledged and acted upon
Underpinning Knowledge*
* At this level the learner must demonstrate knowledge by recall in a narrow range of areas.
Relevant legislation from all levels of government which affect business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations, anti-discrimination and diversity
Organisational policies, plans and procedures
Knowledge of a limited range of communication methods
Principles of effective listening, questioning and non-verbal communication
Writing techniques for basic workplace documents
Underpinning Skills
Literacy skills to identify work requirements, to draft written information and process basic, relevant workplace documentation
Communication skills to identify lines of communication, request advice, effectively question, follow instructions, and receive feedback and to convey messages clearly and concisely
Problem solving skills to solve routine problems related to the workplace under direct supervision
Technology skills to use business equipment under direction
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Communicating ideas and information (Level 1) - to communicate workplace information
Planning and organising activities (Level 1) - for own work area, under direction
Working with teams and others (Level 1) - to communicate information and receive feedback on performance
Using mathematical ideas and techniques (Level 1) - as an aid to solve problems
Solving problems (Level 1) - to gather and convey information under direct supervision
Using technology (Level 1) - to aid communication and the preparation of written information
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
Critical Aspects of Evidence
Seeks advice on most appropriate workplace communication methods and lines of communication are established,
Oral and written communication is clear, concise and correct and completed within designated timelines,
Instructions are followed promptly and appropriately and
Advice and feedback are actively sought, acknowledged and acted upon
Underpinning Knowledge*
* At this level the learner must demonstrate knowledge by recall in a narrow range of areas.
Relevant legislation from all levels of government which affect business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations, anti-discrimination and diversity
Organisational policies, plans and procedures
Knowledge of a limited range of communication methods
Principles of effective listening, questioning and non-verbal communication
Writing techniques for basic workplace documents
Underpinning Skills
Literacy skills to identify work requirements, to draft written information and process basic, relevant workplace documentation
Communication skills to identify lines of communication, request advice, effectively question, follow instructions, and receive feedback and to convey messages clearly and concisely
Problem solving skills to solve routine problems related to the workplace under direct supervision
Technology skills to use business equipment under direction
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Communicating ideas and information (Level 1) - to communicate workplace information
Planning and organising activities (Level 1) - for own work area, under direction
Working with teams and others (Level 1) - to communicate information and receive feedback on performance
Using mathematical ideas and techniques (Level 1) - as an aid to solve problems
Solving problems (Level 1) - to gather and convey information under direct supervision
Using technology (Level 1) - to aid communication and the preparation of written information
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies