This unit of competency covers the skills and knowledge required to receive, relay and record written and oral messages and to provide relevant information in response to requests within timelines. This unit of competency applies to personnel who are required to communicate clearly and accurately to record messages, seek clarification, access needed information, relay information to other people and complete workplace documentation.  This unit of competency applies to all work environments.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - listen attentively; - formulate questions to clarify work requirements or instructions; - read and interpret workplace information; - complete workplace forms; - write legibly and/or use electronic keyboard; - record and interpret numbers, codes and symbols, and; - use clear and concise language in verbal and written communication.Students will also be expected to demonstrate the following knowledge: - organisation procedures, including: telephone and communications protocols and/or procedures; documentation and record keeping; safety, emergency and hazard control; - types and meaning of workplace codes, numbers, symbols, signs and colours typically used in the job/work environment; - types, purpose and importance of workplace documentation; - workplace expectations for acceptable language and tone (swearing, level of formality, courteousness, respect for diversity, and so on); - challenges in communicating with people from culturally and linguistically diverse (CALD) backgrounds in the workplace and possible strategies.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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