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Elements and Performance Criteria

1. Gather and present information and ideas relevant to the job
   • Utilise information from appropriate sources to fulfil workplace responsibilities and to develop and refine alternative processes and solutions
   • Apply communication methods to take into account the purpose and the audience, including social and cultural diversity
   • Use communication strategies to keep relevant personnel informed about enterprise or department directions and activities
   • Provide clear and unambiguous guidance and direction to others, consistent with workplace responsibilities
   • Seek and value input from internal and external sources when developing and refining new ideas and approaches
2. Develop trust and confidence
   • Treat people with integrity, respect and empathy
   • Use enterprise social, ethical and business standards to develop and maintain positive relationships
   • Gain and maintain trust and confidence of colleagues, customers and suppliers through competent performance
   • Adjust interpersonal styles and methods to the social and cultural environment
3. Build and maintain networks and relationships
   • Use networking to identify and build relationships
   • Provide identifiable benefits for the team and organisation through networks and other work relationships with stakeholders
4. Manage difficulties to achieve positive outcomes
   • Identify and analyse problems and take action to rectify them with minimal disruption to performance
   • Ensure colleagues receive guidance and support to resolve their work difficulties
   • Use pro-active strategies to manage individual performance in accordance with organisational processes
   • Manage conflict constructively in accordance with organisational processes
   • Negotiate difficult situations to achieve results which are acceptable to participants and also meet organisational and legislative requirements
5. Gather and present information and ideas relevant to the job
   • Utilise information from appropriate sources to fulfil workplace responsibilities and to develop and refine alternative processes and solutions
   • Apply communication methods to take into account the purpose and the audience, including social and cultural diversity
   • Use communication strategies to keep relevant personnel informed about enterprise or department directions and activities
   • Provide clear and unambiguous guidance and direction to others, consistent with workplace responsibilities
   • Seek and value input from internal and external sources when developing and refining new ideas and approaches
6. Develop trust and confidence
   • Treat people with integrity, respect and empathy
   • Use enterprise social, ethical and business standards to develop and maintain positive relationships
   • Gain and maintain trust and confidence of colleagues, customers and suppliers through competent performance
   • Adjust interpersonal styles and methods to the social and cultural environment
7. Build and maintain networks and relationships
   • Use networking to identify and build relationships
   • Provide identifiable benefits for the team and organisation through networks and other work relationships with stakeholders
8. Manage difficulties to achieve positive outcomes
   • Identify and analyse problems and take action to rectify them with minimal disruption to performance
   • Ensure colleagues receive guidance and support to resolve their work difficulties
   • Use pro-active strategies to manage individual performance in accordance with organisational processes
   • Manage conflict constructively in accordance with organisational processes
   • Negotiate difficult situations to achieve results which are acceptable to participants and also meet organisational and legislative requirements

Range Statement

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Performance Evidence

The candidate must develop, maintain and model positive workplace relationships. Evidence must demonstrate the candidate’s consistency of performance over time.

The candidate must:

accept and provide constructive feedback

contribute to and support meetings (including team, department and maintenance meetings)

cooperate with other supervisors and managers

locate and evaluate information from a range of sources, using a range of available resources including the internet and journals

maintain currency of knowledge through independent research or professional development

demonstrate problem-solving and negotiation skills in a range of circumstances

develop and implement consultative and participative approaches within own work practices

encourage and respond to individual and team contributions

gather and analyse alternative viewpoints, ideas and information to develop processes and strategies

identify and apply relevant workplace health and safety, regulatory and workplace requirements

introduce strategies for improving workplace relationships (including coaching and mentoring)

mentor and counsel individuals and teams, within enterprise procedures

model positive and effective communication and interaction strategies while performing responsibilities

monitor and diffuse potential conflicts and disputes, applying a range of strategies including the enterprise’s established procedures

resolve differences between employees, within enterprise processes

observe and respect enterprise confidentiality requirements and individual's privacy requests

provide direction, instruction and guidance in ways that encourage cooperation

recognise and discuss alternative suggestions, viewpoints and proposals

review own actions and attitudes and describe their impact on colleagues

seek feedback from colleagues and networks on own ideas and performance

use available information and communications technology to facilitate two-way communication and understanding

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Knowledge Evidence

The candidate must demonstrate a broad factual, technical and theoretical knowledge of:

the impact of enterprise social, ethical and business standards on workplace relationships

factors which influence workplace relationships, including cultural and social characteristics, past experiences and industrial approaches

networks and other sources of information which could assist in developing workplace relationships and building own knowledge and expertise

strategies for building networks

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