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

Elements and Performance Criteria

  1. Seek, receive and communicate information and ideas
  2. Encourage trust and confidence
  3. Identify and use networks and relationships
  4. Contribute to positive outcomes

Required Skills

Required skills

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

coaching and mentoring skills to provide support to colleagues

functional literacy skills to access and use workplace information

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 andor external people

Required knowledge

principles and techniques associated with relationship management including

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 antidiscriminationbias strategies and making contributions

relevant legislation from all levels of government that may affect business operation especially in regard to

occupational health and safety and environmental issues

equal opportunity

industrial relations

antidiscrimination

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

using culturally appropriate communication techniques to share workbased information with teams and individuals in accordance with organisation policies

developing networks and building team relationships

regularly reviewing workplace outcomes to identify and resolve issues and implement improvements within own level of responsibility and according to organisational policies

Context of and specific resources for assessment

Assessment must ensure

access to appropriate documentation and resources normally used in the workplace

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

oral or written questioning to assess knowledge and understanding of principles of relationship management and organisations social ethical and business standards

presentation of examples of actions taken by the candidate to build networks and contribute to positive workplace relationships and outcomes

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

other management or frontline managementunits

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information may include:

archived, filed and historical background data

electronic or manual transmission

individual and team performance data

marketing and customer-related data

organisation policies and procedures

planning and organisational documents including the outcomes of continuous improvement and quality assurance

written or verbal communications

Sources of information may be:

external, such as:

external customers

web based resources

reports

internal, such as:

supervisors, managers and peers

organisation policies and procedures

workplace documents

Diverse audiences may include:

persons with specific social, cultural and other needs that require a range of strategies and approaches including adjusting communication

Consultation processes may include:

feedback to the work team and relevant personnel in relation to outcomes of the consultation process

opportunity for employees to contribute ideas and information

Relevant personnel may include:

OHS committees and OHS representatives

people with specialist responsibilities

supervisors, managers and other employees

union representatives/groups

The organisation's social, ethical and business standards may refer to:

implied standards such as honesty and respect relative to the organisation culture and generally accepted within the wider community

rewards and recognition for high performing staff

standards expressed in legislation and regulations such as anti-discrimination legislation

written standards such as those expressed in:

vision and mission statements

policies

code of workplace conduct/behaviour

dress code

statement of workplace values

Colleagues, customers and suppliers may include:

employees at the same level and more senior managers

internal and external contacts

people from a wide variety of social, cultural and ethnic backgrounds

team members

Workplace networks may be:

formal or informal

individuals or groups

internal or external

structured or unstructured

Workplace outcomes may include:

OHS processes and procedures

performance of the work team

Poor work performance may relate to:

self or work team; or it may extend to the organisation as a whole