Australian Vocational Education and Training/ICAW2002A Communicate in the workplace

if you're stuck for a photo, search on flickrCC

From the official document:

"This unit defines the competency required to provide limited client support through verbal and non-verbal communication and to effectively communicate with colleagues."

Basically, that means ... (translate above into plain english)

You can read more about this unit on the National Training Information Systems Official document for ICAW2002A.

This unit is a pre-requisite for the following qualifications:

How this unit will help you


After learning and applying the skills required by this unit you'll be able to demonstrate your skills in:

1. Establish contact with clients
  1. Receive requests and enquiries from clients in a polite and appropriate manner
  2. Use verbal and non-verbal communication to respond to the client requests and enquiries effectively
  3. Use appropriate questioning and active listening techniques to understand client needs and determine support requirements
  4. Accommodate cultural differences in the workplace
2. Process information
  1. Answer enquiries promptly and appropriately
  2. Record information or messages and refer client requests to the appropriate person in accordance with organisational procedures
  3. Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  4. Investigate the organisational follow-up procedure or policy and record follow-up action taken in regard to the client request or enquiry
  • translate the above elements and performance criteria into plain english and summarise here...

Ideas for learning the required skills



Ideas for demonstrating this unit


The best way to demonstrate these skills is ...



If you are demonstrating this unit as part of a formal course, you might find that the unit is graded (meaning you can not only demonstrate your competence, but can also gain a credit or distinction). Your facilitator may already have set criteria that your college uses. If not, here are some ideas for possible credit/distinction activities that you can discuss with your facilitator:

  • ...

Notes and discrepancies

  • ...