Unit of competency Outline

Date retreived
22/07/2026 11:31 PM AWST

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Use routine workplace communication techniques

Use routine workplace communication techniques

Unit of competency
National Code
PSPGOV202B
State Code
C7991
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
19/03/2013
Field of Education
120505 - Work Practices Programmes
Original Release Date
19/03/2013
Nominal Hours
40
Description
This unit covers the use of communication techniques for interacting with internal and external clients and following instructions. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions. Though the prime focus of the unit is on speaking, listening and reading non-verbal cues, if reading, writing and visual literacy are intrinsic to the workplace communication these are included. Where reading and writing are the prime focus of the workplace function these are addressed in PSPGOV208A Write routine workplace materials. In practice, workplace communication overlaps with other generalist or specialist public sector work activities such as working in a public sector environment, delivering client service, handling information, participating in change, using resources, using technology, etc.This is one of 5 units of competency in the Working in Government Competency Field that deal with communication. Related units are:PSPGOV312A Use workplace communication strategiesPSPGOV412A Use advanced workplace communication strategies PSPGOV512A Use complex workplace communication strategiesPSPGOV605A Persuade and influence opinion No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Handle routine enquiries
  • 1.1 Enquiries are acknowledged and details recorded in accordance with organisational etiquette and standards.
  • 1.2 Urgency of the enquiry is determined and responsive action is initiated promptly or the matter referred in accordance with organisational procedures.
  • 1.3 Effective listening and speaking skills are employed including confirming understanding.
  • 1.4 An understanding of individual differences is reflected in spoken and non-verbal communication to meet the expected standards of the workplace.
  • 1.5 Problems are resolved in accordance with standard procedures or referred to others in accordance with organisational policy and procedures.
  • 1.6 Records of verbal enquiries and resulting action are made and stored in accordance with organisational policy and procedures for recordkeeping and information security.
2. Follow and relay routine instructions
  • 2.1 Instructions are acted upon within the timeframe and to the standard required by the workgroup/team leader.
  • 2.2 Difficulties in understanding instructions are referred for clarification in accordance with organisational policy and procedures.
  • 2.3 Notes are made of oral instructions, the intent and outcomes required, and the timeframe for completion, and used to carry out instructions at a later date when required.
  • 2.4 Instructions for others are noted and relayed in accordance with organisational requirements, and feedback provided on successful relating of requirements.
  • 2.5 Established communication channels are used as required.
3. Engage in workplace discussions
  • 3.1 Oral interactions with other staff are used to exchange information, explore issues and solve routine problems.
  • 3.2 Participation in and contributions to formal and informal meetings are made in accordance with personal knowledge and meeting requirements.
  • 3.3 Meeting protocols are observed and colleagues are encouraged to participate where relevant.
  • 3.4 Issues and ideas which affect work within the group are raised with the appropriate person.
  • 3.5 Unresolved conflicts which affect work in the group are referred through the appropriate channel.
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Enquiries may be:
face-to-face
by telephone
via technology and other media, such as:
computers
email
short message service (SMS)
facsimile
pagers
teletype machines
from internal or external clients
routine in nature and related to the immediate work area
Responsive action may include:
passing on messages for someone else
responding immediately
referring to others for action
noting enquiry for later follow-up
file notes
Listening and speaking skills may include:
open and closed questions
listening for central ideas
giving feedback on understanding
re-phrasing
paraphrasing
summarising
clarifying
active listening
using silence to elicit additional information
congruent verbal and non-verbal communication messages
using and recognising body language
considering how information applies in different situations or to different people
Understanding of individual differences may include:
tailoring communication to meet cultural, ethnic, religious, language, gender or age differences, disabilities, etiquette
using culturally appropriate body language and gestures
interpreting emotional and cultural cues
Instructions may include:
supervisor/team leader's instructions
work unit/organisation guidelines and procedures
occupational health and safety procedures
corporate style manuals/guidelines
safety signs and warning labels
manufacturer's/operating instructions/technical instructions
Meeting protocols may include:
following agenda
speaking through chair
being prepared to present information for particular agenda items
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to any of the generalist public sector specific units at Certificate II or above, particularly:
PSPGOV201B Work in a public sector environment
PSPGOV203B Deliver a service to clients
PSPGOV204B Access and use resources
PSPGOV205B Participate in workplace change
PSPGOV206B Handle workplace information
PSPGOV207B Use technology in the workplace
PSPGOV208A Write routine workplace materials
PSPOHS201B Follow workplace safety procedures
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of Employability Skills as they relate to this unit
routine communication techniques used in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to workplace communication
case studies and workplace scenarios to capture the range of verbal communication situations likely to be encountered in the public sector
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment, or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when using routine workplace communication techniques, including coping with difficulties, irregularities and breakdowns in routine
routine communication techniques used in a range of (3 or more) contexts (or occasions, over time)
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations.
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
demonstration
observation
portfolios
questioning
scenarios
simulation or role plays
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
Replaces
State Code National Code Title Type
C3484 PSPGOV202A Communicate in the workplace Unit of competency
Replaced By
State Code National Code Title Type
AWW01 PSPGEN002 Use routine workplace communication techniques Unit of competency