Unit of competency Outline

Date retreived
22/07/2026 11:52 PM AWST

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Work and communicate effectively with others

Work and communicate effectively with others

Unit of competency
National Code
TLIE3021A
State Code
D5112
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2011
View on TGA
State Implementation and Classification
Approved Date
21/03/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
21/03/2014
Nominal Hours
20
Description
This unit involves the skills and knowledge required to work and communicate effectively with others in accordance with relevant regulations and workplace procedures. It includes communicating effectively to achieve required outcomes; working with others; communicating using technology; operating a communication system effectively; using appropriate communication protocols when using a system; and maintaining operational status of communication equipment. Licensing or certification requirements are not applicable to this unit.
Notes
Elements and Performance Criteria
1Communicate effectively to achieve required work outcomes
  • 1.1 Effective listening skills are demonstrated
  • 1.2 Questions are used to gain additional information and to clarify understanding
  • 1.3 Information received is understood, interpreted, and accurately communicated and/or reported with due observation of ethics and protocols required of users
  • 1.4 Communication is undertaken in varying situations and with familiar and unfamiliar individuals and groups
  • 1.5 Appropriate protocols and procedures are followed when using communications systems during emergencies
  • 1.6 Responses are sought and provided to others in a timely manner
2Work with others
  • 2.1 Forms of communication appropriate to the activity are used
  • 2.2 Assistance in the completion of the activities is requested where appropriate
  • 2.3 Contributions to the achievement of a required outcome are made
  • 2.4 Work is undertaken in accordance with specified procedures on an individual and shared basis as appropriate
  • 2.5 Problems are discussed and resolved where possible through agreed and accepted processes
  • 2.6 Suggestions for improvements to processes are made and discussed within the team in accordance with workplace procedures
3Communicate using technology
  • 3.1 Communication system features and control functions are identified
  • 3.2 Appropriate equipment is selected as fit for purpose for intended communication
  • 3.3 Equipment is optimised for communication according to organisational procedures and policies
  • 3.4 Equipment is operated safely in accordance with manufacturers instructions, workplace procedures and (any) regulatory requirements
4Operate communication systems
  • 4.1 Telephone and radio security is maintained in accordance with workplace procedures
  • 4.2 Where relevant, channel selection is appropriate for the location and type of communication
  • 4.3 Where applicable, communication systems are used to communicate with passengers and crew as per standard operating procedures
5Maintain operational status of communication equipment
  • 5.1 Equipment is checked and maintained in working order in accordance with workplace procedures
  • 5.2 Minor communications equipment faults are promptly identified, diagnosed, and repaired or reported in accordance with workplace procedures
  • 5.3 Faulty communications equipment is reported and/or recorded in accordance with workplace procedures
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Communications may occur:
in a workplace, terminal or depot
on a train
on a station/platform
Communication systems may include:
fixed phone systems
mobile phone, both on person or hands-free
radios including personal, hand-held or vehicle-mounted
communication systems on electric passenger trains
Workplace communication may include:
active listening
two-way conversation
questioning to obtain information and/or clarify information and understanding
routine oral and/or written reporting
Communication problems may include:
interpretation of special needs of customers
misunderstanding
limited ability of others to communicate in English
noisy environments or communications channels
illegible writing or print
use of non-standard vocabulary
incorrect assumption that message has been received and/or correctly understood
not following correct communication protocols and procedures
inability to use required technology to organisational requirements
Communication may be with:
workplace personnel
passengers
managers
supervisors/team leaders
private and/or public sector security personnel
police and other emergency services personnel
English-speaking persons
people from non-English speaking backgrounds
people with special needs
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Information/documentation may include:
workplace communication procedures, protocols, checklists and instructions
manufacturers specifications for communications equipment
communication records
relevant codes of practice including the industry safety code
legislation, regulations and related documentation
standards and certification requirements
quality assurance procedures
emergency procedures
Applicable regulations and legislation may include:
relevant Australian and state/territory OH&S legislation
relevant anti-discrimination legislation
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Assessment must include exercises which demonstrate competent performance of the following in a range of situations:
communicating effectively in different workplace situations
actively contributing to achieving workplace outcomes
using communication systems correctly while employing appropriate protocols
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace
Replaced By
State Code National Code Title Type
AVJ60 TLIE3021 Work and communicate effectively with others Unit of competency