Unit of competency Outline

Date retreived
22/07/2026 8:57 PM AWST

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Develop, implement and promote effective workplace communication

Develop, implement and promote effective workplace communication

Unit of competency
National Code
CHCCOM504A
State Code
D2314
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
06/08/2014
Field of Education
080301 - Business Management
Original Release Date
06/08/2014
Nominal Hours
45
Description
DescriptorThis unit describes the knowledge and skills required to apply higher level communication skills that underpin effective workplace operations
Notes
Elements and Performance Criteria
1. Contribute to the development of effective communication strategies
  • 1.1 Develop, promote, implement and review strategies for internal and external dissemination of information as required to maximise individual and organisation effectiveness
  • 1.2 In developing and implementing strategies, address special communication needs to avoid discrimination in the workplace
  • 1.3 Establish channels of communication and review regularly to ensure staff are informed of relevant information in a timely way
  • 1.4 Provide coaching in effective communication to staff as required
  • 1.5 Use negotiation and conflict resolution strategies where required to promote effective operation of the organisation
  • 1.6 Negotiate issues with key stakeholders, clients and staff to facilitate mutually acceptable outcomes
  • 1.7 Maintain relevant work-related networks and relationships to meet client needs and organisation objectives
  • 1.8 Ensure all communication with clients and colleagues is appropriate to individual needs and the situation and promotes achievement of organisation objectives
2. Represent the organisation to a range of groups
  • 2.1 Present relevant, appropriately researched material in internal and external forums, in a manner that promotes the organisation and is adjusted as required to meet audience needs
  • 2.2 Ensure presentations are clear and sequential and delivered within a predetermined time, and utilise appropriate media to enhance the presentation and address audience needs
  • 2.3 Respond to questions from the audience in a manner consistent with organisation standards
  • 2.4 Respect and consider differences in views in a way that values and encourages contributions of others
3. Facilitate group discussions
  • 3.1 Define and implement mechanisms that enhance effective group interactions
  • 3.2 Routinely use strategies that encourage all group members to participate, including seeking and acknowledging contributions from all members
  • 3.3 Routinely set and follow objectives and agendas for meetings and discussions
  • 3.4 Provide relevant information to groups as appropriate to facilitate outcomes
  • 3.5 Evaluate group communication strategies to promote ongoing participation of all parties
  • 3.6 Identify and address the specific communication needs of individuals
4. Facilitate work group interaction
  • 4.1 When conducting meetings, clarify purpose, agree procedures, negotiate roles and responsibilities, adhere to agreed timeframes and maintain equality of participation and input by group members
  • 4.2 Seek feedback on operation of group processes, encourage suggestions for change and implement appropriate action
  • 4.3 Provide feedback in a supportive manner appropriate to individuals and the group
5. Use specific communication techniques to assist in resolving conflict
  • 5.1 Use strategies to facilitate conflict resolution
  • 5.2 Use communication skills and processes to identify and address barriers to communication and explore issues and background to the conflict
  • 5.3 Use effective skills in listening, reframing providing feedback and negotiation to support exploration and clarification of issues
  • 5.4 Seek agreement on processes to be followed to resolve conflict within scope of own abilities, skills and work role
  • 5.5 Make referral for conflict resolution and mediation as appropriate
6. Produce quality written materials
  • 6.1 Ensure writing is succinct and clear and presented in a logical and sequential way to match audience needs and the purpose of the document
  • 6.2 Ensure all written documentation produced addresses organisation guidelines and current accepted standards of writing in line with purpose
  • 6.3 Prepare and provide appropriate and timely advice to management and clients as required
  • 6.4 Where individual skill levels do not match workplace requirements, take appropriate remedial action, including seeking assistance and additional training
7. Conduct interviews
  • 7.1 In conducting interviews and formal discussions, make an effort to ensure that appropriate structures, timeframes and protocols are mutually agreed and adhered to
  • 7.2 Use effective questioning, speaking, listening and non-verbal communication techniques during discussions and interviews, to ensure the required information is accessed or message communicated
  • 7.3 Give feedback and advice in a way which reflects current identified good practice
  • 7.4 Conduct interviews and formal discussions with due regard to individual differences, needs and rights
  • 7.5 Use appropriate complaints management, grievance and counselling procedures to deal with serious problems
No information
No information
Replaces
State Code National Code Title Type
S3049 CHCCOM4B Develop, implement and promote effective communication techniques Unit of competency
Replaced By
State Code National Code Title Type
WC835 CHCCOM504B Develop, implement and promote effective workplace communication Unit of competency