The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this unit must be able to provide evidence that they are able to gather information, communicate with relevant personnel, and establish and maintain positive work relationships. They must be able to develop trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
a general understanding of the principles and techniques associated with relationship management:
- developing trust and confidence
- behaving consistently in work relationships
- identifying the cultural and social environment
- identifying and assessing interpersonal styles
- establishing networks
- identifying and resolving problems
- handling conflict
- managing poor work performance
- monitoring and improving work relationships
- using anti-discrimination/bias strategies and making contributions
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
relationship management and communication skills to:
- interpret information from a variety of people
- respond to unexpected demands from a range of people
- gain the trust and confidence of colleagues
- deal with people openly and fairly
- forge effective relationships with internal and/or external people
functional literacy skills to access and use workplace information
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (2)
ensuring that appropriate work based information is shared with individuals and members of the work team and that lines of communication are maintained with all stakeholders
Collecting, analysing and organising information (2)
supporting work responsibilities and assisting in day-to-day planning
Planning and organising activities (2)
building networks and contributing to positive outcomes
Working in a team (2)
supporting and developing individual and team performance
Using mathematical ideas and techniques (1)
using these to assist in improving individual and team performance
Solving problems (2)
aiding decision making and conflict situations
Using technology (1)
assisting in researching information appropriate to individual and team development
Innovation skills (1)
developing networks and building team relationships
Products that could be used as evidence include:
documentation produced when working in a team, and with networks, such as:
- OHS records, including records of consultation
- work plans and schedules
- identified changes to work operations as suggested by own review of work
- identified networks and contacts
Processes that could be used as evidence include:
how information was collected and accessed
how policies were communicated, and contributions sought and used to develop new ideas and approaches
how the organisation's social and ethical standards were used within workplace relationships
how trust and confidence was developed and maintained
how interpersonal styles and methods were adjusted to the organisation's social and cultural environment
how relationships were developed
how short term planning and implementation was conducted
how difficulties were addressed and solutions found
how colleagues were supported to resolve work difficulties
examples of how poor work performance and conflict was managed
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to contribute to effective workplace relationships are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidate's leadership role in a work team, and as part of an integrated assessment activity
The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this unit must be able to provide evidence that they are able to gather information, communicate with relevant personnel, and establish and maintain positive work relationships. They must be able to develop trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
a general understanding of the principles and techniques associated with relationship management:
- developing trust and confidence
- behaving consistently in work relationships
- identifying the cultural and social environment
- identifying and assessing interpersonal styles
- establishing networks
- identifying and resolving problems
- handling conflict
- managing poor work performance
- monitoring and improving work relationships
- using anti-discrimination/bias strategies and making contributions
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
relationship management and communication skills to:
- interpret information from a variety of people
- respond to unexpected demands from a range of people
- gain the trust and confidence of colleagues
- deal with people openly and fairly
- forge effective relationships with internal and/or external people
functional literacy skills to access and use workplace information
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (2)
ensuring that appropriate work based information is shared with individuals and members of the work team and that lines of communication are maintained with all stakeholders
Collecting, analysing and organising information (2)
supporting work responsibilities and assisting in day-to-day planning
Planning and organising activities (2)
building networks and contributing to positive outcomes
Working in a team (2)
supporting and developing individual and team performance
Using mathematical ideas and techniques (1)
using these to assist in improving individual and team performance
Solving problems (2)
aiding decision making and conflict situations
Using technology (1)
assisting in researching information appropriate to individual and team development
Innovation skills (1)
developing networks and building team relationships
Products that could be used as evidence include:
documentation produced when working in a team, and with networks, such as:
- OHS records, including records of consultation
- work plans and schedules
- identified changes to work operations as suggested by own review of work
- identified networks and contacts
Processes that could be used as evidence include:
how information was collected and accessed
how policies were communicated, and contributions sought and used to develop new ideas and approaches
how the organisation's social and ethical standards were used within workplace relationships
how trust and confidence was developed and maintained
how interpersonal styles and methods were adjusted to the organisation's social and cultural environment
how relationships were developed
how short term planning and implementation was conducted
how difficulties were addressed and solutions found
how colleagues were supported to resolve work difficulties
examples of how poor work performance and conflict was managed
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to contribute to effective workplace relationships are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidate's leadership role in a work team, and as part of an integrated assessment activity