Elements and Performance Criteria

The Range Statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. It also provides a focus for assessment and relates to the unit as a whole. The Range Statement is provided as a guide only and lists are not exhaustive. The following variables may be present:

Workplace policies and procedures may include:
standard operating policies and procedures
standards and certification requirements
quality assurance procedures
communication protocols.

Communication will be carried out within requirements established by:
workplace policies and procedures
anti discrimination legislation
accepted cultural protocols
accepted language protocols and systems.

Colleagues and clients may be from within or outside the workplace including:
colleagues
immediate supervisor
other funeral services industry workers
consultants/contractors
family
suppliers.

Individual differences and needs may include:
social
cultural
religious
physical
developmental
emotional
behavioural
intellectual.

Non-verbal means of communication may include:
body language
touch
gestures.

Reports may be verbal or written and may include:
notes
records
memos
letters
clients records
verbal hand overs at the end of a shift
electronic data transfer.

The following components relate directly to this unit's Performance Criteria and Range Statement and will inform and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit. This includes demonstration of the Key Competencies at the performance level identified at the end of this unit:

Demonstration of clear and unambiguous verbal and written communication.
Demonstration of appropriate communication with people from a range of social, cultural and religious backgrounds.
Use of sensitive and empathetic verbal and non-verbal communication when dealing with clients.
Respect and maintenance of privacy in all communications.
Telephone calls made and answered correctly according to workplace protocols.

Underpinning Knowledge and Skills

The following knowledge, understanding and skills are essential to perform this unit to the required standard:


Verbal and non-verbal communication skills, including:

telephone skills
listening skills
grief awareness and the ability to display empathy, respect and courtesy
negotiation and assertiveness skills
the ability to communicate honestly and truthfully with professional openness
professional presentation/image and the ability to display dignity and solemnity.
Customer service skills including the ability to respect and keep confidentiality.

Literacy and numeracy skills, including:

ability to interpret and understand written documentation
ability to accurately complete required documentation
computer literacy.
Knowledge and understanding of and respect for social, religious and cultural differences and traditions.
Ability to relate to people from a range of social, cultural, religious and ethnic backgrounds and physical and mental abilities.
Knowledge of and ability to follow appropriate protocols.
Knowledge of workplace policies and procedures.
Ability to recognise professional parameters.
Flexibility, ability to embrace change by being adaptable.
Life experience and common sense.
Organisational skills, time management skills, punctuality.
Stress management skills and the ability to manage emotions.
Personal integrity, ethics and accountability.

Context of Assessment
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include an experienced person at the workplace.
Competency should be demonstrated in the workplace or a simulated workplace environment through a range of situations which may include interruptions and involvement in other related activities normally expected in the work environment.
Assessment should be undertaken in an environment that meets industry codes of practice and relevant industry regulations and legislation.

Interdependent Assessment of Unit
All units which relate to a job function can be considered as co-requisites to assist with an integrated approach to assessment.
For advice on integrated assessment of units within and across qualifications, refer to the Assessment Guidelines.

Assessment Methods

Observation of staff member performing a range of workplace tasks over sufficient time to demonstrate the handling of a range of contingencies. Tasks may include but are not limited to:

demonstrating effective verbal and written communication
demonstrating appropriate communication with people from a range of social, cultural and religious backgrounds
answering telephone calls according to workplace protocols
demonstrating empathy, confidentiality and tact in relation to all communications.
Written and/or oral questioning to assess knowledge and understanding of relevant procedures with regard to communicating clearly and appropriately in the workplace. Questions will be asked in a manner appropriate to the language and literacy level of the staff member.
Participation in role plays in relation to communicating appropriately with colleagues and clients.
Completing workplace documentation relevant to workplace requirements.

Assessment Resources
All resources must be provided for the assessment. If workplace based, the resources should relate specifically to policies, procedures and range of tools and equipment. If an off the job or simulated work environment is used then resources should be applicable to the work environment.

Resources may include:

A real or simulated work environment.

Relevant documentation such as:

workplace policies and procedures
documentation as identified in the Range Statement.
Industry codes of practice and relevant legislation and regulations.
Access to a range of colleagues and clients with a range of requirements (real or simulated).
Access to a range of equipment.
A qualified workplace assessor and/or a technical expert working in partnership with the assessor.

There are a number of processes that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies. Key competencies are generic competencies that focus on the capacity to apply knowledge and skills in an integrated way in work situations, but are not specific to any particular industry. Key competencies foster the development of skills, knowledge and understanding necessary to perform work operations. The questions below highlight how these processes are applied in this competency standard. Following each question a number indicates the level to which the key competency needs to be demonstrated where 1 = the competence needed to undertake tasks effectively, 2 = the ability to manage tasks, and 3 = the ability to use concepts for evaluating and reshaping tasks.
Communicating ideas and information
This unit is specifically focused at communication. (1)

Collecting analysing and organising information
By gathering information as a function of effective communication, ordering it in a useable format and communicating it constructively. (1)

Planning and organising activities
By communicating effectively and efficiently, in conjunction with other assigned activities, so that the task is undertaken in a realistic time frame. (1)

Working with others and in teams
By interacting verbally and in written form with colleagues and others using various forms of technology. (1)

Using mathematical ideas and techniques
By accurately collecting, calculating and documenting numerical information. (1)

Solving problems
By identifying issues associated with effective communications that are not within defined guidelines, resolving those which are routine and involving colleagues where they are not. (1)

Using technology
By using technology to communicate with colleagues and others or to access and record data or information. (1)