Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Clarify ideas to improve work practices
  2. Advise on innovative work practices
  3. Support implementation of new work practices

Evidence Required

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Ideas for change are communicated effectively

Giving feedback and advice to colleagues on processes of implementation

Change is supported

Underpinning Knowledge

At this level the learner must demonstrate some relevant theoretical knowledge

The 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 antidiscrimination

Understanding the organisations policies plans and procedures

Knowledge of own roles and responsibilities

Understanding the context of change

Principles and techniques of identifying strengths and weaknesses

Understanding the impacts of change

Knowledge of critical success factors and how they relate to change

Processes to interpret and apply feedback

Principles and techniques of goal setting and recording priorities

Underpinning Skills

Literacy skills to read and understand a variety of texts prepare general information and papers according to target audience spell with accuracy use grammar and punctuation effectively as an aid to understanding

Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements check for accuracy and consistency of information

Communication skills including active listening questioning and clarifying presenting and reporting

Ability to accept positive and negative feedback

Planning skills to organise work priorities and arrangements

Team work skills for working as a member of a team during periods of change

Consultation skills to maintain effective relationships during periods of change

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to measure selfperformance

Communicating ideas and information Level with members of the work team

Planning and organising activities Level for self

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level as an aid to selfdevelopment

Using technology Level to manage scheduling of tasks

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

The Evidence Guide identifies the critical aspects underpinning knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement

Critical Aspects of Evidence

Ideas for change are communicated effectively

Giving feedback and advice to colleagues on processes of implementation

Change is supported

Underpinning Knowledge

At this level the learner must demonstrate some relevant theoretical knowledge

The 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 antidiscrimination

Understanding the organisations policies plans and procedures

Knowledge of own roles and responsibilities

Understanding the context of change

Principles and techniques of identifying strengths and weaknesses

Understanding the impacts of change

Knowledge of critical success factors and how they relate to change

Processes to interpret and apply feedback

Principles and techniques of goal setting and recording priorities

Underpinning Skills

Literacy skills to read and understand a variety of texts prepare general information and papers according to target audience spell with accuracy use grammar and punctuation effectively as an aid to understanding

Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements check for accuracy and consistency of information

Communication skills including active listening questioning and clarifying presenting and reporting

Ability to accept positive and negative feedback

Planning skills to organise work priorities and arrangements

Team work skills for working as a member of a team during periods of change

Consultation skills to maintain effective relationships during periods of change

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level to measure selfperformance

Communicating ideas and information Level with members of the work team

Planning and organising activities Level for self

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level as an aid to selfdevelopment

Using technology Level to manage scheduling of tasks

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies


Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

They may use legislation, codes and national standards relevant to the workplace including:

award and enterprise agreements and relevant industrial instruments

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

relevant industry codes of practice

Organisational requirements may be included in:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

business and performance plans

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

consultation and communication processes

Roles and responsibilities may include:

job description and employment arrangements

organisation's policy relevant to work role

team structures

supervision and accountability requirements including Occupational Health and Safety

skills, training and competencies

Code of Conduct

Change may include:

implementation of new work practices and/or services

organisational restructures

introduction of new technology

change in work location

new client base

staffing changes

job role changes

work priorities

Risk factors may include:

disturbances to workflow

confusion/loss of confidence

cost blow out

supplier problems

product/service delivery problems

time delays

Feedback on innovations may be obtained from:

customer satisfaction surveys

interviews

comments from colleagues

analysis of qualitative/quantitative data

recommendations

management decisions

quality assurance data

Designated individuals and groups may include:

supervisor

clients

colleagues

external organisation

committee

line management

Business technology may include:

computers

computer applications

fax

e-mail

internet/extranet/intranet

Mentoring and coaching may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

They may use legislation, codes and national standards relevant to the workplace including:

award and enterprise agreements and relevant industrial instruments

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

relevant industry codes of practice

Organisational requirements may be included in:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

Occupational Health and Safety policies, procedures and programs

business and performance plans

anti-discrimination and related policy

access and equity principles and practice

ethical standards

quality and continuous improvement processes and standards

defined resource parameters

consultation and communication processes

Roles and responsibilities may include:

job description and employment arrangements

organisation's policy relevant to work role

team structures

supervision and accountability requirements including Occupational Health and Safety

skills, training and competencies

Code of Conduct

Change may include:

implementation of new work practices and/or services

organisational restructures

introduction of new technology

change in work location

new client base

staffing changes

job role changes

work priorities

Risk factors may include:

disturbances to workflow

confusion/loss of confidence

cost blow out

supplier problems

product/service delivery problems

time delays

Feedback on innovations may be obtained from:

customer satisfaction surveys

interviews

comments from colleagues

analysis of qualitative/quantitative data

recommendations

management decisions

quality assurance data

Designated individuals and groups may include:

supervisor

clients

colleagues

external organisation

committee

line management

Business technology may include:

computers

computer applications

fax

e-mail

internet/extranet/intranet

Mentoring and coaching may include:

providing feedback to another team member

fair and ethical practice

non-discriminatory processes and activities

respecting the contribution of all participants and giving credit for achievements

presenting and promoting a positive image of the collective group

problem solving

providing encouragement