This Learner Guide explains how to communicate effectively with people both verbally and non-verbally. It describes how to collaborate with colleagues and manage constraints to communication, including how to avoid, defuse and resolve conflict. Next, it outlines how to report problems to supervisors and complete workplace correspondence and documentation. Finally, it explains how to contribute to continuous improvement in workplace practices.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples and Case Studies
• NEW! Videos
• NEW! Callouts and Margin Definitions
• NEW! Glossary
• NEW! Online Links
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
• NEW! How To: A Guide for Trainers and Assessors
• Practice Assessments Workbook
• Practice Assessments Marking Guide
• Final Assessment Workbook
• Final Assessment Marking Guide
• NEW! Workplace Scenarios
• NEW! Talk with Others Discussion Topics
• NEW! PowerPoint Slides
• NEW! Delivery Plans
• NEW! Recognition of Prior Learning (RPL) Guide and Templates
• NEW! Glossary
• Supporting documents
• Observation*
• Third Party Report*
• Mapping Guide

PowerPoint Slides are also available to purchase separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken