Unit of competency Outline

Date retreived
22/07/2026 3:01 PM AWST

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Use routine workplace communication techniques

Use routine workplace communication techniques

Unit of competency
National Code
PSPGEN002
State Code
AWW01
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
120505 - Work Practices Programmes
Original Release Date
21/07/2016
Nominal Hours
40
Description
This unit describes the skills required to apply communication techniques for interacting with internal and external clients in the workplace. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions.This unit applies to those working as generalist or specialist public sector workers but may be applied to other similar roles.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work under supervision and in a team environment while performing routine tasks in mostly familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Handle routine enquiries
  • 1.1 Respond to enquiries and record details.
  • 1.2 Determine urgency of the enquiry and respond or refer the matter promptly.
  • 1.3 Employ effective listening and speaking skills including confirming understanding.
  • 1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.
  • 1.5 Resolve or refer problems.
  • 1.6 Make and store records of verbal enquiries and resulting action.
2. Follow and relay routine instructions
  • 2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.
  • 2.2 Refer difficulties in understanding instructions for clarification.
  • 2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.
  • 2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.
  • 2.5 Use established communication channels as required.
3. Engage in workplace discussions
  • 3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.
  • 3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.
  • 3.3 Observe meeting protocols and encourage colleagues to participate where relevant.
  • 3.4 Raise issues and ideas which affect work within the group with the appropriate person.
  • 3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.
No information
No information
Replaces
State Code National Code Title Type
C7991 PSPGOV202B Use routine workplace communication techniques Unit of competency
State Code National Code Title Type
AD512 PSPSS00039 Customer Service Skill set
AZX4 PSP20116 Certificate II in Government Qualification