This unit describes the skills and knowledge required to interact effectively with others - external clients and internal staff, such as giving or responding to spoken instructions, responding to customer queries and complaints, negotiating with co-workers and management, explaining a workplace procedure, or taking telephone calls from the general public or internal staff.This unit applies to individuals who need oral communication skills at Australian Core Skills Framework (ACSF) level 3 to undertake a vocational training pathway or workplace tasks.This unit is designed for integration and contextualisation with vocational units to support achievement of vocational competency.No licensing, legislative or certification requirements apply to this unit at the time of publication.