Conduct workplace oral communication in a language other than English

Formats and tools

Unit Description
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
Assessment Matrix
Wiki Markup
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Observation Checklist

Self Assessment Survey
Moodle Outcomes
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Elements and Performance Criteria




Converse with customers and colleagues.


Use appropriate courtesy expressions to extend interactions by references to customers' and colleagues' wellbeing, comfort and satisfaction.


Use non-verbal communication to convey an acceptance of and sensitivity towards customers or colleagues.


Provide any required appropriate information about personal job roles and responsibilities.


Provide explanations of problems and their cause, and elaborate on detail and offer apologies when required.


Offer further assistance according to the business of the workplace to ensure full service is provided.


Courteously request further information from customers or colleagues in order to satisfy their needs.


Provide full and clear information to customers and colleagues.


Support communication with comments on topical familiar matters, workplace business and events.


Provide detailed information and advice.


Identify and understand the need for detailed information and advice.


Convey detailed information and advice using narrative and descriptive statements as necessary to communicate.


Repeat, paraphrase and clarify all communications to avoid misunderstanding and to explain difficult points.


Use workplace documents, materials and other references to support explanations if required.


Respond to unpredictable situations and problems.


Provide appropriate advice in response to requests, unpredictable situations and problems.


Identify need for and seek assistance from others in order to better respond to the situation or problem.


Accurately identify the nature and key facts of any problems and provide an appropriate solution by consulting and openly communicating with appropriate parties.


Respond to all conflicts and complaints with sensitivity and in keeping with the social and cultural conventions of the specific language speaker.


Convey appropriate apologies and expressions of regret for the situation and the specific language and culture.


Conduct negotiations at a functional level.


Facilitate exchange of negotiations at a functional level through key information and agreement on details, including personnel, dates, quantities, products and services.


Provide appropriate explanations about products and services.


Achieve mutual understanding and agreement.