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Communicate effectively

Unit Descriptor This unit of competency describes the outcomes required to carry out a range of communication functions to enable effective transfer of information within the organisation. It includes exchanging information for specific purposes, adapting communication to people and situations, communicating in work groups, written communication and maintaining the security of information. The unit is about communicating effectively with people non-verbally, orally, in writing and using electronic and/or telecommunication systems. This is an essential aspect of all jobs in government and community safety sectors. This unit replaces and is equivalent to CSCORG002A Communicate effectively.

1 . Exchange information for specific purposes.

  1. Use communication techniques that achieve effective and purposeful exchange of information.

  2. Use effective listening and speaking skills to confirm understanding.

  3. Communicate information accurately and factually, in the time required and to all relevant people.

  4. Provide constructive feedback where required.

  5. Identify and correct contradictions, ambiguity, uncertainty or misunderstandings with a range of sources and references.

  6. Include appropriate non-verbal techniques in communication and interaction.

2 . Adapt communication to people and situations.

  1. Identify your audience and adapt communication approaches to suit people and situations.

  2. Consider possible language or literacy difficulties during communication with others.

  3. Consider possible cultural differences or personal values when problems or misunderstandings occur during communication.

  4. Seek support when you are having difficulty communicating effectively.

  5. Include cultural awareness, sensitivity and discretion in communication and interaction.

3 . Communicate effectively in the work group.

  1. Participate in meetings, briefings and group working sessions to maintain understanding and group support.

  2. Identify any potential communication barriers between you and the people in your work group.

  3. Encourage positive involvement and contributions from all involved.

  4. Give clear, accurate and informative messages to group members to ensure that information can be easily understood and acted on.

  5. Negotiate issues and problems and resolve them within the group.

  6. Respond appropriately to instructions and feedback.

4 . Communicate in writing.

  1. Communicate in a written mannerthat is consistent with relevant legislation, policies and procedures.

  2. Produce written material that takes account of expectations, requirements and the needs of different audiences.

  3. Produce written material that is clear, accurate and contains the degree of detail required by the recipient.

  4. Write and/or enter information into computer-based communication systems.

5 . Maintain the security of information.

  1. Act in accordance with legislation, policies and procedures related to the security of information.

  2. Take appropriate precautions when communicating confidential or sensitive information.

  3. Disclose information only to those who have a right and need to know it, and when proof of identity has been obtained.

  4. Maintain the security of records when handling and storing them.

  5. Alert the appropriate person when you think the security of information is not being maintained or information is being misused.

Key CompetencyExamples of ApplicationPerformance
How can information be collected, analysed and organised?
How are ideas and information communicated within this competency?
How are activities planned and organised?
How are problem solving skills applied?
How are mathematical ideas and techniques used?
How is use of technology applied?
How is team work used within this competency?

Range Statement

Communication techniques will include:

Range of different communication approaches will include:

Communication barriers can include:

Written material will include evidence of:

Legislation, policies and procedures may relate to:

Evidence Guide

Overview of assessment

This unit contains a wide range of applications to reflect the diverse nature of communications and interactions required in correctional services. Selection from the range statement will be justified in terms of work site requirements, work roles and responsibilities, and occupational specialisations.

Evidence for assessment must be gathered over a significant period of time and in conjunction with evidence gathered for all other units that have a component of communication within the workplace. This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

Context of and specific resources for assessment

Valid assessment of this unit requires:

Method of assessment

The following assessment methods are suggested:

Guidance information for assessment