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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to understand the needs of internal and external customers

communication skills to relate to people from diverse backgrounds and people with diverse abilities

customer service skills to handle customer contacts confidently and effectively

interpersonal skills to establish rapport and to build relationships with customers team members and stakeholders

literacy skills to communicate and articulate clearly and effectively

negotiation skills to effectively deal with customers and work colleagues

organisational skills to manage own tasks within timeframes

problemsolving skills to solve problems creatively independently and confidently

selfconfidence skills to confidently introduce own ideas and abilities

self management skills to evaluate and monitor own performance and wellbeing

teamwork skills to participate positively within the team and to be supported by the team

Required knowledge

escalation pathways

job role priorities and KPIs

internal and external sources of assistance

occupational health and safety guidelines and policies

signs and sources of existing and potential stress or difficult situations

stress management and reduction techniques

time management tools and techniques

workplace policies and procedures

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

understanding of signs and sources of stress

understanding of job role priorities and KPIs

knowledge of occupational health and safety guidelines and policies

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to KPI and performance management documentation

access to relevant legislation standards and guidelines

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 andor written questioning to assess knowledge of signs and sources of stress

direct observation of the candidate effectively managing time and work priorities

oral andor written questioning to assess knowledge of time management tools and techniques

oral and or written questioning to assess knowledge of process to work through and recover from a stressful situation

oral andor written questioning to assess knowledge of signs of worklife balance

Guidance information for assessment

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

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.

Signs of stress may include:	absence from work conflict fatigue lack of self-esteem and confidence poor work performance sickness
Sources of stress may include:	challenging KPIs and/or priorities complex tasks difficult customer contact external factors inadequate physical environment interpersonal relationships
Difficult situations may include:	changing regulations and legislation customer abuse customer complaint high number of customer contacts sensitive customer situations unreliable technology
Stress management techniques may include:	debriefing with peers and/or line manager relaxation methods specific training stretching and exercises taking breaks
KPIs may include:	call rates compliance with schedules (adherence) customer satisfaction results performance measures quality assurance ratings sales targets targets
Time management tools and techniques may include:	diary and/or schedule organising information prioritisation of tasks self-management of training requirements
Sources of fatigue may include:	ergonomic factors excessive overtime external issues overload of information repetitive tasks and/or contacts shift rostering and hours of work
Stamina management strategies may include:	management of personal wellbeing, for example: breaks hydration life balance meals recognising fatigue management of the environment, for example: ergonomics climate noise management of work, for example: minimising re-working sequencing tasks