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Communicate appropriately with colleagues and clients

Unit Descriptor This unit covers the ability to communicate clearly and appropriately in the workplace, whether on the telephone, verbally or in writing. It is applicable to a wide range of staff, and skills covered form part of a basic requirement for all jobs within the Funeral Services Industry.

1 . Demonstrate appropriate communication techniques
  1. Communication with colleagues and clients is conducted in a professional and courteous manner according to workplace policies and procedures.

  2. All forms of communication with clients and colleagues reflect understanding, empathy and respect for individual circumstances, differences and needs.

  3. Confidentiality and privacy are respected and maintained at all times.

  4. Communication is clear, unambiguous and appropriate to the relevant situation or task.

  5. Non-verbal means of communication are used as appropriate.

  6. Advice about communication difficulties with clients or colleagues is sought from the relevant supervisor or colleague and action implemented.

2 . Demonstrate effective verbal communication
  1. Language used in all verbal communication is clear, concise and appropriate to client or colleague needs and circumstances.

  2. Questioning and active listening are used to accurately determine client or colleague requirements.

  3. Verbal information received from others is repeated and/or clarified as appropriate to minimise misunderstandings.

  4. Verbal messages are passed on promptly.

3 . Demonstrate effective telephone communication
  1. The organisation's telephone protocols are identified and used appropriately.

  2. Callers are identified in accordance with workplace policies and procedures.

  3. The purpose of each call is correctly identified and verified with the client prior to subsequent action.

  4. Interaction with clients is conducted professionally using empathy and sensitivity.

  5. Information disclosed in actioning the call is in keeping with workplace policies.

  6. Calls that require attention from another person are transferred promptly and successfully.

  7. Messages are recorded accurately where appropriate using workplace procedures and clear and concise language so that meaning is readily understood by the recipient.

  8. Messages are passed on promptly either orally or in writing to the correct recipient.

4 . Demonstrate effective written communication
  1. The range of workplace documents is read and accurately interpreted.

  2. Written workplace documents are completed within identified workplace and legal time frames.

  3. Written workplace documents are clear, accurate, use appropriate language and are completed to workplace and legal standards.

  4. Handwritten messages and documents are legible and accurate.

  5. Handwritten messages are recorded and passed on promptly.

  6. Numerical information is collected as required and calculated accurately with or without the use of a calculator.

Key CompetencyExamples of ApplicationPerformance
How can information be collected, analysed and organised?This unit is specifically focused at communication.1
How are ideas and information communicated within this competency?By gathering information as a function of effective communication, ordering it in a useable format and communicating it constructively.1
How are activities planned and organised?By communicating effectively and efficiently, in conjunction with other assigned activities, so that the task is undertaken in a realistic time frame.1
How are problem solving skills applied?By interacting verbally and in written form with colleagues and others using various forms of technology.1
How are mathematical ideas and techniques used?By accurately collecting, calculating and documenting numerical information.1
How is use of technology applied?By identifying issues associated with effective communications that are not within defined guidelines, resolving those which are routine and involving colleagues where they are not.1
How is team work used within this competency?By using technology to communicate with colleagues and others or to access and record data or information.1

Range Statement

Workplace policies and procedures may include:

Communication will be carried out within requirements established by:

Colleagues and clients may be from within or outside the workplace including:

Individual differences and needs may include:

Non-verbal means of communication may include:

Reports may be verbal or written and may include:

Evidence Guide

Critical Aspects of Evidence

Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit. This includes demonstration of the Key Competencies at the performance level identified at the end of this unit:

Underpinning Knowledge and Skills

The following knowledge, understanding and skills are essential to perform this unit to the required standard:

Context of Assessment

For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include an experienced person at the workplace.

Competency should be demonstrated in the workplace or a simulated workplace environment through a range of situations which may include interruptions and involvement in other related activities normally expected in the work environment.

Assessment should be undertaken in an environment that meets industry codes of practice and relevant industry regulations and legislation.

Interdependent Assessment of Unit

All units which relate to a job function can be considered as co-requisites to assist with an integrated approach to assessment.

For advice on integrated assessment of units within and across qualifications, refer to the Assessment Guidelines.

Assessment Methods

Assessment Resources

All resources must be provided for the assessment. If workplace based, the resources should relate specifically to policies, procedures and range of tools and equipment. If an off the job or simulated work environment is used then resources should be applicable to the work environment.

Resources may include: