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(latest NCVER data)In customer service, rostering discussions and conversations with a supervisor about pay or contracts, workers need to state their position clearly and respond to others; FSKOCM012 Use oral communication skills to participate in workplace negotiations develops these negotiation skills. It is a sensible scope choice for RTOs whose learners are moving into customer-facing or team roles, and FSKOCM012 learning materials can be built around familiar negotiation scenarios.
Learners develop skills in identifying the purpose and desired outcome of a negotiation, gathering information to support a position, recognising participants and formality, using suitable oral and non-verbal strategies, confirming outcomes and evaluating their own performance.
Get our FSKOCM012 RTO training materials and skip writing negotiation role-plays from scratch. Purchase RTO materials and adapt the FSKOCM012 training resources to the customers and workplace situations your learners deal with.
These FSKOCM012 RTO training materials provide a prepared foundation for teaching participation in routine workplace negotiations. Purchase RTO materials and support role-play delivery with FSKOCM012 learning materials organised around preparing a position, negotiating and reflecting on the result.
Check the latest unit requirements on training.gov.au before delivery. Your team should contextualise and validate these FSKOCM012 training materials for its learner cohort, delivery model and selected compliance environment. Use the supplied mapping as a starting point when reviewing your FSKOCM012 materials against the Standards for RTOs.
FSKOCM012 Use oral communication skills to participate in workplace negotiations covers using oral communication skills to participate in routine workplace negotiations, such as responding to customer complaints or enquiries, negotiating roster changes or discussing pay or contract changes. It applies to individuals who work independently and use familiar support resources as needed.
The unit addresses five core areas:
Yes. Learners prepare for and take part in routine negotiations as a participant, such as a roster discussion or a customer complaint, rather than facilitating complex negotiations.
Learners prepare for and participate in at least two different routine workplace negotiations that involve speaking and listening.
Yes. The editable files allow trainers to include complaints, enquiries or roster situations typical of their learners’ industry.
Yes. Lifetime updates are available under the applicable product terms, so qualifying updates can be accessed without repurchasing.
Yes. A free sample lets your team review the scenarios and layout. The resources are developed as compliant learning resources, but your team should still validate them before delivery.
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