Unit of competency Outline
Date retreived
23/07/2026 6:43 AM AWST
23/07/2026 6:43 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 advanced workplace communication strategies
Use advanced workplace communication strategies
Unit of competency
National Code
PSPGOV412A
PSPGOV412A
State Code
C8022
C8022
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
07/07/2014
Nominal Hours
50
Description
This unit covers the use of advanced communication strategies for interacting with internal and external clients. It includes dealing with complex enquiries and complaints, giving directions, managing meetings and making workplace and public presentations. Though the prime focus of the unit is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication, these are included. Where reading and writing are the prime focus of the workplace function, these are addressed in PSPGOV413A Compose complex workplace documents.In practice, using advanced complex workplace communication strategies may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing information, using resources.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Deal with complex enquiries/ complaints
- 1.1 Relationship with the client is established by displaying empathy towards client needs, and the nature of complaint/enquiry is established by listening, questioning and confirming.
- 1.2 Complaint/enquiry is recorded accurately in simple language, and verified with the client to ensure it has been recorded correctly.
- 1.3 Documentation to support complaint/enquiry is obtained if required.
- 1.4 Action available under organisational policies is identified, and procedures to respond to and resolve complaint/enquiry are followed/authorised.
- 1.5 Complaints/enquiries that require referral to other personnel or external organisations are identified and referred in accordance with organisational policy and procedures.
- 1.6 Client is informed of action taken to resolve/refer the complaint/enquiry and a record logged in accordance with organisational procedures.
2. Give directions
- 2.1 Ethical, lawful and reasonable directions are given to others, and staff are protected from reprisals for refusing directions to act unethically.
- 2.2 Directions are relayed in a clear, concise manner appropriate to the receiver.
- 2.3 Questioning and listening skills are used to confirm understanding of directions.
- 2.4 Problems in directions being implemented are resolved promptly or referred in accordance with organisational policy and procedures.
- 2.5 Feedback is provided on implementation in accordance with organisational requirements.
3. Manage meetings
- 3.1 Purpose of each meeting is clarified and the agenda developed in consultation with participants, in line with the purpose.
- 3.2 The procedure for each meeting and the style of chairing/facilitating are selected in accordance with the meeting's purpose and the participants.
- 3.3 Meetings are chaired in accordance with organisational requirements, agreed conventions for the type of meeting and legal and ethical requirements.
- 3.4 Meetings are conducted to ensure they are focused on the objectives of the meeting and are time efficient.
- 3.5 Meetings are facilitated to enable participation, discussion, problem solving and resolution of issues by all those present.
- 3.6 Decisions and recommendations are summarised succinctly, checked for accuracy and recorded as required.
4. Make presentations
- 4.1 Presentations are made to a range of audiences in accordance with organisational requirements.
- 4.2 Presentations are structured logically and contain relevant information/content to meet the purpose of the presentation.
- 4.3 Supporting materials and presentation aids are selected, created and organised to enhance audience understanding of key concepts and ideas.
- 4.4 Presentation strategies are chosen and used to match the characteristics of the target audience, the location, the resources and the personnel needed.
- 4.5 Effectiveness of the presentation is evaluated formally and informally for the purpose of continuously improving future presentations.
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.
Agenda may include:
statement of the meeting's purpose
date, time and location of meeting
welcome
minutes of the previous meeting
matters or business arising from the minutes
correspondence
reports
major agenda items
general business
date of next meeting
Purpose may include:
range of organisation-specific purposes
setting of organisation/team goals
planning and development of a project
progress of a project
discussion forum for internal/external clients
Meeting procedure may include:
formal
informal
semi-formal
structured
self-managed
Meeting conventions may include:
quorum requirements
informal discussion
waiting to be recognised by the chairperson
speaking through the chairperson
restricting discussion to agenda items
time limit on speakers
moving and seconding formal motions
voting procedures
conflict of interest provisions
consensus required
majority of members to agree
casting vote for chairperson
Legal and ethical requirements may include:
requirements for public meetings
codes of practice
legislation relating to the public sector
Resolution of issues may include:
agreeing on a course of action
deferring decisions to another meeting
Supporting materials and presentation aids may include:
audio recordings
charts
computer simulations and presentations
diagrams
flow charts
graphs
maps
models
overhead projector
paper-based materials
photographs
pictures
posters
tables
video images
whiteboard
Presentation strategies may include:
oral presentations
discussion
questioning
simulations and role play
case studies
group and/or pair work
demonstration
Characteristics of the target audience may relate to:
public sector level/s
language, literacy and numeracy levels
cultural and language background
educational background or general knowledge
gender
age
disability
previous experience with the topic
Agenda may include:
statement of the meeting's purpose
date, time and location of meeting
welcome
minutes of the previous meeting
matters or business arising from the minutes
correspondence
reports
major agenda items
general business
date of next meeting
Purpose may include:
range of organisation-specific purposes
setting of organisation/team goals
planning and development of a project
progress of a project
discussion forum for internal/external clients
Meeting procedure may include:
formal
informal
semi-formal
structured
self-managed
Meeting conventions may include:
quorum requirements
informal discussion
waiting to be recognised by the chairperson
speaking through the chairperson
restricting discussion to agenda items
time limit on speakers
moving and seconding formal motions
voting procedures
conflict of interest provisions
consensus required
majority of members to agree
casting vote for chairperson
Legal and ethical requirements may include:
requirements for public meetings
codes of practice
legislation relating to the public sector
Resolution of issues may include:
agreeing on a course of action
deferring decisions to another meeting
Supporting materials and presentation aids may include:
audio recordings
charts
computer simulations and presentations
diagrams
flow charts
graphs
maps
models
overhead projector
paper-based materials
photographs
pictures
posters
tables
video images
whiteboard
Presentation strategies may include:
oral presentations
discussion
questioning
simulations and role play
case studies
group and/or pair work
demonstration
Characteristics of the target audience may relate to:
public sector level/s
language, literacy and numeracy levels
cultural and language background
educational background or general knowledge
gender
age
disability
previous experience with the topic
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:
PSPETHC401A Uphold and support the values and principles of public service
PSPGOV402B Deliver and monitor service to clients
PSPGOV405B Provide input to change processes
PSPGOV406B Gather and analyse information
PSPGOV408A Value diversity
PSPGOV411A Deal with conflict
PSPLEGN401A Encourage compliance with legislation in the public sector
PSPOHS401B Implement workplace safety procedures and programs
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
advanced communication strategies used 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 communication in the public sector, including freedom of information, privacy, equal employment opportunity, anti-discrimination, occupational health and safety
case studies and workplace scenarios to capture the range of advanced communication situations likely to be encountered and required in the public sector
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 advanced communication strategies, including coping with difficulties, irregularities and breakdowns in routine
advanced communication 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:
PSPETHC401A Uphold and support the values and principles of public service
PSPGOV402B Deliver and monitor service to clients
PSPGOV405B Provide input to change processes
PSPGOV406B Gather and analyse information
PSPGOV408A Value diversity
PSPGOV411A Deal with conflict
PSPLEGN401A Encourage compliance with legislation in the public sector
PSPOHS401B Implement workplace safety procedures and programs
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
advanced communication strategies used 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 communication in the public sector, including freedom of information, privacy, equal employment opportunity, anti-discrimination, occupational health and safety
case studies and workplace scenarios to capture the range of advanced communication situations likely to be encountered and required in the public sector
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 advanced communication strategies, including coping with difficulties, irregularities and breakdowns in routine
advanced communication 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 |
|---|---|---|---|
| AWV69 | PSPGEN033 | Use advanced workplace communication strategies | Unit of competency |