Demonstrate communication skills(CT/OS/CHC/BC/01/5/A)
DEMONSTRATE COMMUNICATION SKILLS
UNIT CODE: CT/OS/CHC/BC/01/5/A
UNIT DESCRIPTION
This unit covers the competencies required to demonstrate communication skills. It involves meeting communication needs of clients and colleagues, contributing to the development of communication strategies, conducting workplace interviews, facilitating group discussions and representing the organization.
ELEMENTS AND PERFORMANCE CRITERIA
| ELEMENT These describe the key outcomes which make up workplace function | PERFORMANCE CRITERIA These are assessable statements which specify the required level of performance for each of the elements. Bold and italicized terms are elaborated in the Range |
| 1. Meet communication needs of clients and colleagues | 1.1 Specific communication needs of clients and colleagues are identified and met based on workplace requirements 1.2 Different communication approaches are identified and applied according to clients’ needs 1.3 Conflict is identified and addressed as per the standards of the organization |
| 2. Contribute to the development of communication strategies | 2.1 Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as per organizations’ strategic plan 2.2 Channels of communication are established and reviewed based on the workplace needs 2.3 Communication training needs are identified and provided according to SOPs 2.4 Work related network and relationship are maintained based on workplace requirements 2.5 Negotiation and conflict resolution strategies are maintained as per the workplace procedures |
| 3. Conduct workplace interviews | 3.1 Communication strategies are identified and employed in interview situations based on workplace requirements 3.2 Records of interviews are made and maintained in accordance with organizational procedures 3.3 Effective questioning, listening and nonverbal communication techniques are used based on needs |
| 4. Facilitate group discussions
| 4.1 Mechanisms to enhance effective group interaction are identified and implemented according to workplace requirements 4.2 Strategies to encourage group participation are identified and used as per organizations’ procedures 4.3 Meetings objectives and agenda are set and followed based on workplace requirements 4.4 Relevant information is provided and feedback obtained according to set protocols 4.5 Evaluation of group communication strategies is undertaken in accordance with workplace guidelines 4.6 Specific communication needs of individuals are identified and addressed as per individual needs |
| 5. Represent the organization | 5.1 Relevant presentation are researched and presented based on internal or external communication forums requirements Presentation is delivered in a clear and sequential manner as per the predetermined time 5.2 Presentation is made as per appropriate media 5.3 Difference views are respected based on workplace procedures 5.4 Written communication is done as per organizational standards 5.5 Inquiries are responded according to organizational standard |
RANGE
This section provides work environment and conditions to which the performance criteria apply. It allows for different work environment and situations that will affect performance.
| Variable | Range |
| 1. Communication strategies may include but not limited to:
| · Language switch · Comprehension check · Repetition · Asking confirmation · Paraphrase · Clarification request · Translation · Restructuring · Approximation · Generalization |
| 2. Effective group interaction may include but not limited to:
| · Identifying and evaluating what is occurring within an interaction in a non-judgmental way · Using active listening · Making decision about appropriate words, behavior · Putting together response which is culturally appropriate · Expressing an individual perspective · Expressing own philosophy, ideology and background and exploring impact with relevance to communication · Openness and flexibility in communication |
| 3. Interview situations may include but not limited to: | · Establishing rapport · Eliciting facts and information · Facilitating resolution of issues · Developing action plans · Diffusing potentially difficult situations |
REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit of competency.
Required Skills
The individual needs to demonstrate the following skills:
- Active listening
- Giving/receiving feedback
- Interpretation of information
- Role boundaries setting
- Negotiation
- Communication
Required Knowledge
The individual needs to demonstrate knowledge of:
- Communication process
- Dynamics of groups and different styles of group leadership
- Communication skills relevant to client groups
- Flexibility in communication
EVIDENCE GUIDE
This provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge and range.
| 1. Critical aspects of Competency | Assessment requires evidence that the candidate: 1.1 Met communication needs of clients and colleagues 1.2 Contributed to the development of communication strategies 1.3 Conducted interviews 1.4 Facilitated group discussions 1.5 Represented the organization |
| 2. Resource Implications | The following resources should be provided: 2.1 Access to relevant workplace or appropriately simulated environment where assessment can take place 2.2 Materials relevant to the proposed activity or tasks |
| 3. Methods of Assessment | Competency in this unit may be assessed through: 3.1 Observation 3.2 Oral questioning 3.3 Written test 3.4 Portfolio of Evidence 3.5 Interview 3.6 Third party report |
| 4. Context of Assessment | Competency may be assessed: 4.1 On the job 4.2 Off the job 4.3 During industrial attachment |
| 5. Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
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