Implement effective communication strategies

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Participant Guide

Trainer Manual

Unit Information about the BSBCMM402 training material in this resource


This unit describes the skills and knowledge required to select and use communication strategies required to respond to an enquiry.

It applies to individuals who analyse information and then either respond personally or refer the enquiry to others.

Unit mapping information

This unit supersedes BSBCMM402A Implement effective communication strategies

Licensing, legislative, regulatory or certification requirements

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Foundation skills

This unit contains foundation skills

Unit sector or competency field

Communication—interpersonal communication

Prerequisite, co-requisite or interdependent assessment of units

None specified.

Assessment conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

  • organisational policies and procedures relevant to customer service

  • relevant legislation or codes of practice

  • office equipment and resources

  • case studies and, where possible, real situations

  • interaction with others

Assessors must satisfy NVR/AQTF assessor requirements.