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 equipment may include:
facsimile machines
information technology components including hardware, software and communication packages
keyboard equipment including mouse, touchpad, keyboard
network systems
pens, pencils
telephones
Verbal communication may include:
answering enquiries from clients
answering telephone calls
informal discussions
requests from colleagues
use of voice mail
Organisational requirements may include:
access and equity principles and practice
business and performance plans
defined resource parameters
ethical standards
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manual
Written information may include:
briefing notes
electronic mail
facsimiles
general correspondence
handwritten and printed materials
internal memos
telephone messages
Correspondence may include:
emails
memorandums
messages
proformas
standard/form letters
Standards may include:
Australian Standards
legislation
organisational policies and procedures
specified work standards
standards set by workgroup

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
Evidence of the following is essential:
using communication methods appropriate to the audience
producing clear, concise and correct written communication
providing prompt responses to requests for information
knowledge of relevant legislation.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of workplace documents, including policies and procedures relating to communication.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of written information and ideas
demonstration of techniques
observation of presentations
review of correspondence and completed workplace forms and documentation
assessment of presentation of written information.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other generaladministration units.