From Package: Business Services
What you get
This unit describes the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence.
It applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non-verbal communication in a defined context under direct supervision or with limited individual responsibility.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
By the end of this training course, participants will:
|1. Gather, convey and receive information and ideas||
1.1. Collect information to achieve work responsibilities from appropriate sources
1.2. Use method/s and/or equipment to communicate appropriate ideas and information to the audience
1.3. Use effective listening and speaking skills in verbal communication
1.4. Seek input from internal and external sources to develop and refine new ideas and approaches
1.5. Respond to instructions or enquiries promptly and in accordance with organisational requirements
|2. Complete workplace documentation and correspondence||
2.1. Present written information and ideas in clear and concise language to ensure the intended meaning of correspondence is understood by recipient
2.2. Draft and present correspondence within designated time lines
2.3. Ensure presentation of written information meets organisational standards of style, format and accuracy
2.4. Complete workplace forms and documentation in a clear, concise and easy to read format
|3. Communicate in a way that responds positively to individual differences||
3.1. Value all individuals and treat them with respect, courtesy and sensitivity
3.2. Take into consideration cultural differences in all verbal and non-verbal communication
3.3. Use communication to develop and maintain positive relationships, mutual trust and confidence
3.4. Make efforts to use basic strategies to overcome language barriers
3.5. Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocols