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. Develop personal awareness of stress
   • Recognise signs and sources of stress
   • Acknowledge stress and difficult situations
   • Analyse and understand potential areas of stress in the work environment
2. Develop stress management techniques
   • Develop an effective understanding of a range of stress management techniques
   • Use appropriate techniques to manage stressful situations effectively
   • Focus on areas of stress within personal control
   • Adopt strategies to effectively reduce, manage and deal with stress
3. Manage time
   • Develop and understand job role priorities
   • Develop techniques to support achievement of key performance indicators (KPIs) and priorities
   • Use appropriate time management tools and techniques
   • Regularly evaluate tools and techniques
   • Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews
4. Recover from a stressful contact
   • Review the contact or situation
   • Analyse root cause/s of stressful contact or situation
   • Depersonalise context of contact or situation
   • Discuss outcomes with appropriate staff members
   • Prepare for next contact or situation positively
   • Follow up or take action where needed
5. Maintain personal stamina and resilience
   • Identify sources of fatigue in contact centre role
   • Adopt work routine and procedural strategies to minimise stress and fatigue
   • Monitor personal performance against performance requirements
   • Adapt stamina management strategies to maximise performance
   • Seek assistance from team members and management in managing stamina
6. Maintain work/life balance
   • Identify work/life priorities
   • Adopt strategies to support work/life priorities
   • Give high priority to health and wellbeing
   • Monitor work/life balance
   • Develop ability to effectively leave work behind at the end of the day