PSPGEN140 — Use advanced workplace communication strategies

1 Deal with complex enquiries and complaints.

• 1.1Establish relationship with client by displaying understanding towards client needs, through listening, questioning and confirming.
• 1.2Record complaint or enquiry and verify details with client.
• 1.3Obtain documentation to support complaint or enquiry.
• 1.4Identify action available under organisational policies and follow procedures to resolve complaint or enquiry.
• 1.5Identify and refer complaints or enquiries that require other input to resolve.
• 1.6Advise client of action taken to resolve the compliant or enquiry and record.

2 Give directions.

• 2.1Give ethical, lawful and reasonable directions to others.
• 2.2Give directions and confirm understanding of directions.
• 2.3Resolve problems or refer issues that require other input to resolve.
• 2.4Provide feedback on implementation to others.

3 Manage meetings.

• 3.1Clarify purpose of each meeting and develop agenda in consultation with participants.
• 3.2Select the procedure for each meeting and style of facilitating based on nature of meeting.
• 3.3Chair meetings in accordance with organisational policies and procedures.
• 3.4Ensure meetings are focused on objectives and are time efficient.
• 3.5Enable participation, discussion, problem solving and resolution of issues by all those present.
• 3.6Summarise decisions and recommendations in required formats.
• 3.7Check details for accuracy and record in accordance with organisational procedures, including security and confidentiality requirements.

4 Make presentations.

• 4.1Prepare and deliver presentations to a range of audiences.
• 4.2Structure presentations logically with relevant information.
• 4.3Develop supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
• 4.4Use presentation strategies suitable for the audience, location, resources and personnel needed.
• 4.5Evaluate effectiveness of presentation for the purpose of improving future presentations.

5 Monitor and support workplace communication strategies.

• 5.1Seek and act upon feedback to improve future performance.
• 5.2Reflect on personal performance and identify opportunities for improvement and professional development.

What does an assessment tool for PSPGEN140 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for PSPGEN140 needs to address all 44 unit components: 5 elements with 24 performance criteria, 6 performance evidence requirements, 12 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for PSPGEN140?

Auditori pulls the current release of PSPGEN140 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for PSPGEN140 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing PSPGEN140 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of PSPGEN140, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.