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.
Documents, forms or other relevant sources of technical information may include:
manufacturers repair manuals
enterprise policies and procedures
job cards
work instructions
workplace forms, documents or stationery
telephone operating procedure.
Effective communication may include:
communicating by most appropriate means including face to face, telephone, written or electronic means
speaking clearly
writing legibly
using eye contact
using appropriate body language.
Communication system functions may include:
telephone use and system operating procedures such as:
transferring calls
calls on hold
messaging
computer
emails
file transfers
document distribution.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge.
A person who demonstrates competency in this unit must be able to:
write short routine texts using correct spelling, punctuation and grammar
read, interpret and apply routine texts in the workplace
interpret and convey workplace information
apply and demonstrate workplace procedures for incoming and outgoing telephone calls
maintain workplace communications, including documents.
Context of and specific resources for assessment
Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting.
Assessment is to occur:
using standard workplace practices and procedures
following safety requirements
applying environmental constraints
Assessment is to comply with relevant:
regulatory requirements
Australian standards
industry codes of practice
The following resources should be made available:
a workplace or simulated workplace
documentation, such as enterprise sample policies and procedures manuals relating to workplace communication procedures
workplace documents, telephone protocols and operating procedures
enterprise or sample stationery, documents and forms
access to workplace or similar communication systems.
Method of assessment
Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.
Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with the application of required skills and knowledge.
Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application.
Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.
Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients.
Assessment processes and techniques must be culturally sensitive and appropriate to the language, literacy and numeracy capacity of the candidate and the work being performed.