Application

This unit describes the performance outcomes, skills and knowledge required to conduct both predictable and non-routine, varied communications, transactions and interactions in a language other than English.
The unit applies to all industry contexts and individuals working in at many different levels of responsibility. This could include frontline, supervisory or management personnel.
This unit may be customised for training delivery and assessment of proficiency in any language. This unit does not prepare individuals for the role of a translator or interpreter.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

What You'll Learn

Assessment Requirements

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
• conduct workplace oral communication in a language other than English in six different oral communication exchanges which:
• use narrative and descriptive statements
• use repetition, clarification and paraphrasing techniques to clarify requirements, answer questions about products and services, solve problems and conflict, and reassure others
• use effective non-verbal communication skills
• exchange information in a language other than English to provide information and advice about each of the following:
• external products and services
• internal products and services
• medical and emergency information.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
• social and cultural conventions relevant to the language being assessed:
• forms of address
• recognition and consideration of customs, protocols and taboos
• cross-cultural communication challenges that occur when negotiating and solving problems, and how they are addressed
• aspects of verbal and non-verbal communication that support effective negotiation and interaction in the language being assessed.

Assessment Conditions

Skills must be demonstrated in an operational environment or workplace activity for which communication in languages other than English is required. This can be:
• an industry workplace; or
• a simulated industry environment set up for the purposes of assessment.
Assessment must ensure access to:
• people with whom the individual can interact in a language other than English; these can be:
• customers or others in an industry workplace who participate in the assessment process; or
• individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation
• resources that support communication in languages other than English:
• dictionaries and phrase books
• language mats
• industry materials written in languages other than English.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Foundation Skills

• {'skill': 'Reading skills to:', 'description': 'locate information to support communication process.'}
• {'skill': 'Oral communication skills to:', 'description': 'interact positively and courteously in non-routine and varied interactive workplace communications in a language other than English; establish rapport in a language other than English.'}

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