Elements and Performance Criteria

Appropriate person(s) may include
colleagues
managers
supervisors
workplace trainer.

Communication techniques may include
active listening to clarify and confirm understanding
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
demonstrating flexibility
non-verbal positive actions
questioning to clarify and confirm understanding
two-way interaction
use of positive, confident and cooperative language.

Company requirements may include
client service standards
communication channels and reporting procedures
company goals, objectives, plans, systems and processes
company issued identification badge/card/pass
company policy and procedures
company service standards
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
rights and responsibilities of employees and employers
training (induction, refresher and new skills) materials
work site access security clearance procedures.

Information may include
activity reports
legislative and OHS requirements
memoranda
notices
pictorial signs
rights and responsibilities of employees
verbal or non-verbal language
written work orders.

Social and cultural differences may be expressed in
beliefs, values and practices
conventions of gender
cultural stereotypes
food, diet
language
religious and spiritual observances
social conventions
traditional practices and observations.

Work order information may include
access to work site and egress points
completion times/dates
insufficient people to complete the work task(s)
job requirements and tasks
legislative requirements and local government
OHS requirements and emergency response procedures
resource requirements - equipment and chemicals
specific client requirements e.g. relationships with other activities, dress and presentation requirements
use of signage and barriers
work schedules
working in isolated and remote locations
work site contact person(s).

Critical aspects of competency
Communicate effectively on a one-to-one and group basis in both verbal and written modes.
Receive and relay verbal, non-verbal, written and/or pictorial information in a clear, concise and accurate manner that reflects sensitivity to individual social and cultural differences.
Understand and acknowledge company and legislative/regulatory requirements.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Awareness of legislation and regulations.
OHS issues and requirements.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

communicating clearly and concisely using written and verbal modes
customer service
performing the mathematical calculations required for the dilution and mixing of chemicals as specified on material safety data sheets
reading and responding appropriately to directions and safety instructions in equipment manuals and MSDS and on chemical labels
requesting advice or further information
seeking and receiving feedback
working on an individual basis and within a team.

Other units of competency that could be assessed with this unit

Competence in this unit may be assessed in conjunction with:

PRMCL40A Prepare for work in the cleaning industry
PRMCMN101A Follow workplace safety arrangements.

Resources required to assess this unit

The following resources should be available:

access to a suitable work site or venue
access to suitable equipment and chemicals
access to personal protective equipment
access to equipment operating manuals and MSDS
work order instructions and work plans
assessment instruments, including personal planner and assessment record book.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstration in the work environment or in a simulated work environment.

Communicating ideas and information
Confirm own role and responsibilities with colleagues and supervisors to ensure compliance with work order and company requirements such as OHS. (1)

Collecting analysing and organising information
Collect and analyse information regarding work site in line with company procedures. (1)

Planning and organising activities
Organise and prioritise work tasks to meet work order and company requirements. (1)

Working with others and in teams
Provide support and assistance to team members to complete work tasks within designated timelines and to meet company requirements. (1)

Using mathematical ideas and techniques
Calculate area(s) to be cleaned and measure and carry out chemical applications. (1)

Solving problems
Discuss with management/clients/site managers, supervisors and team members how to help solve problems that may arise. (1)

Using technology
Record data for future use such as stock control. (1)