Elements and Performance Criteria

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.
Communication types
Upward - examples: reporting, suggestions, grievances
Downward - examples: policy, procedure, job instruction, feedback, information
Horizontal - examples: task coordination, conflict resolution, discussion, problem solving, information sharing
Communication networks
Hierarchies, patterns or clusters of personnel
Enterprise conventions, protocols and procedures for communication
Communication channels and codes
Channels - defined here as the route a message takes through any of the three broad media: written verbal, spoken verbal and non-verbal
verbal channels involve visual and sound media.
non-verbal channels may involve visual, sound, touch, taste and smell and combinations of these
Codes - defined here as any system of language, symbols, signals, gestures etc. that gives mutual meaning to a message. Codes may be:
verbal (spoken or written language)
non-verbal e.g. symbols and emblems, body language
Effective communication skills, strategies and principles
Questioning and clarifying
Speaking and conversation skills
Effective and active listening
Reading and comprehension skills
Giving and receiving feedback
Giving and interpreting verbal and non-verbal messages
Using the telephone and similar mediated channels
Establishing communication climate
Basic conflict resolution
Seeking and acknowledging contribution
Agreeing on communication protocols
Clarifying the purpose of the communication activity
Principles and protocols for informal and formal meetings
Principles and protocols for speaking to a group
Group discussion strategies, principles and protocols
Interpersonal strategies and principles
Communication events
Letters, memos, emails etc.
Telephone calls
Group talk
Meetings
Individual and group discussion
Task coordination
Information sharing
Individual differences
Age, sex, ethnic origin, language
Status in the organisation
Level of expertise

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
A person who demonstrates competency in this unit must be able to communicate across a range of environments using different methods and techniques appropriate to the content and purpose of the communication. Competency in this unit cannot be claimed until all prerequisites have been satisfied.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessors must be satisfied that the candidate can competently and consistently perform all elements of the unit as specified by the criteria, including required knowledge, and be capable of applying the competency in new and different situations and contexts.
Context of and specific resources for assessment
This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate.
This unit could be assessed in conjunction with any other units addressing the safety, quality, communication, materials handling, recording and reporting associated with complex communication or other units requiring the exercise of the skills and knowledge covered by this unit.
Method of assessment
Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor's reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.
Guidance information for assessment