Unit of competency Outline

Date retreived
22/07/2026 8:26 PM AWST

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Implement effective communication strategies

Implement effective communication strategies

Unit of competency
National Code
BSBCMM402
State Code
AUL01
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
120505 - Work Practices Programmes
Original Release Date
15/09/2015
Nominal Hours
40
Description
This unit describes the skills and knowledge required to select and use communication strategies required to respond to an enquiry.It applies to individuals who analyse information and then either respond personally or refer the enquiry to others.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Receive enquiry
  • 1.1 Establish nature of enquiry
  • 1.2 Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person’s needs and expectations
  • 1.3 Clearly outline legal and other limits of own responsibility to person making the enquiry
  • 1.4 Record person's details and issues
2 Identify and apply appropriate communication techniques
  • 2.1 Use communication strategies that reflect organisational standards and procedures
  • 2.2 Use effective communication techniques during the enquiry
  • 2.3 Ensure confidentiality of the enquiry is respected
3 Determine action to be taken
  • 3.1 Identify personal limitations in taking action and seek appropriate assistance from designated individuals
  • 3.2 Respond in an appropriate manner
  • 3.3 Involve other parties in action if appropriate
  • 3.4 Manage expectations of person making enquiry
4 Review outcomes of communication
  • 4.1 Follow up with person making enquiry to ensure action was effected
  • 4.2 Seek feedback about the communication strategies
  • 4.3 Undertake appropriate record keeping and reporting
No information
No information
Replaces
State Code National Code Title Type
WB893 BSBCMM402A Implement effective communication strategies Unit of competency
Replaced By
State Code National Code Title Type
OCF55 BSBCMM511 Communicate with influence Unit of competency