Communicate in the workplace

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BSBCMN203A	Communicate in the workplace
Unit Descriptor	This unit covers the skills and knowledge required to communicate in the workplace. It covers the activities of gathering, conveying and receiving information together with completing routine written correspondence. This unit is related to BSBCMN103A Apply basic communication skills and BSBFLM303A Contribute to effective workplace relationships

ELEMENT	PERFORMANCE CRITERIA
1 . Gather, convey and receive information and ideas	Information to achieve work responsibilities is collected from appropriate sources The method(s)/ equipment used to communicate ideas and information is appropriate to the audience Effective listening and speaking skills are used in oral communication Input from internal and external sources is sought, and used to develop and refine new ideas and approaches Instructions or enquiries are responded to promptly and in accordance with organisational requirements
2 . Draft routine correspondence	Written information and ideas are presented in clear and concise language and the intended meaning of correspondence is understood by recipient Correspondence is drafted and presented within designated timelines Presentation of written information meets organisational standards of style, format and accuracy

Key Competency	Examples of Application	Performance Level
How can information be collected, analysed and organised?	with members of the work team	1
How are ideas and information communicated within this competency?	in gathering information; in drafting correspondence	1
How are activities planned and organised?	for self	1
How are problem solving skills applied?	to communicate information	1
How are mathematical ideas and techniques used?	as an aid to communicate ideas	1
How is use of technology applied?	to gather and convey information	1
How is team work used within this competency?	to prepare written correspondence	1

Range Statement

They may use legislation, codes and national standards relevant to the workplace including:

award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice

Communication equipment may include but is not limited to:

network systems
telephones
keyboard equipment including mouse, touchpad, keyboard
pens, pencils
information technology components including hardware, software and communication packages
facsimile machines

Oral communication may include but is not limited to:

answering telephone calls
requests from colleagues
use of voice mail
informal discussions
answering enquiries from clients

Written information may include but is not limited to:

handwritten and printed materials
electronic mail
internal memos
briefing notes
facsimiles
general correspondence
telephone messages

Organisational requirements may be included in:

quality assurance and/or procedures manual
goals, objectives, plans, systems and processes
business and performance plans
legal and organisation policy/guidelines and requirements
access and equity principles and practice
ethical standards
Occupational Health and Safety policies, procedures and programs
quality and continuous improvement processes and standards
defined resource parameters

Correspondence may include but is not limited to:

memorandums
messages
proformas
emails
standard/form letters

Standards may include:

standards set by work group
organisational policies and procedures
specified work standards
legislation
Australian Standards

Evidence Guide

Critical Aspects of Evidence

Communication methods used are appropriate to the audience
Messages and written communication are clear, concise and correct
Requests for information are responded to promptly
Information is given to clients in a clear and concise format
Correspondence produced is relevant to request

Underpinning Knowledge At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.

The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Knowledge of the organisation's policies, plans and procedures, especially style guide
Knowledge of and attention to standard turnaround times
Knowledge of spelling, grammar and punctuation
Principles of effective communication in relation to listening, questioning and non-verbal communication

Underpinning Skills

Literacy skills to identify work requirements and understand and process basic, relevant workplace documentation
Communication skills to request advice, receive feedback and work with a team
Planning skills to organise work priorities and arrangements
Problem solving skills to solve routine problems
Technology skills including the ability to select and use technology appropriate to a task
Reading skills sufficient to understand basic workplace documentation
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Context/s of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels