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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. Develop effective workplace relationships
  2. Contribute to workgroup activities
  3. Deal effectively with issues, problems and conflict

Required Skills

Required skills

literacy skills to read and understand the organisations policies and work procedures to write simple instructions for particular routine tasks and to interpret information gained from correspondence

communication skills to request advice to receive feedback and to work with a team

technology skills to select and use technology appropriate to a task

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

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations such as

antidiscrimination legislation

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety OHS

environmentally sustainable work practices

organisational policies plans and procedures

workgroup member responsibilities and duties and relationship to individual responsibilities and duties

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

providing support to team members to ensure goals are met

seeking feedback from clients andor colleagues and taking appropriate action

knowledge of appropriate conflict resolution techniques

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints or staff conflict

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

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

analysis of responses to case studies and scenarios

demonstration of techniques

observation of demonstrated techniques in resolving conflict

observation of presentations

review of documentation identifying and planning strategiesopportunities for workgroup improvement

Guidance information for assessment

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

interpersonal communication units

other industry capability units


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.

Responsibilities and duties may include:

Code of Conduct

job description and employment arrangements

organisation’s policy relevant to work role

skills, training and competencies

supervision and accountability requirements including OHS

environmentally sustainable working practices

team structures.

Workgroup membersmay include:

coach/mentor

other members of the organisation

peers/work colleagues/team/enterprise

supervisor or manager.

Feedbackon performancemay include:

formal/informal performance appraisals

obtaining feedback from clients

obtaining feedback from supervisors and colleagues

personal, reflective behaviour strategies

routine organisational methods for monitoring service delivery.

Support to team membersmay include:

explaining/clarifying

helping colleagues

problemsolving

providing encouragement

providing feedback to a team member

undertaking extra tasks if necessary.

Informationto be sharedmay include:

acknowledging satisfactory performance

acknowledging unsatisfactory performance

assisting a colleague

clarifying the organisation’s preferred task completion methods

encouraging colleagues

open communication channels

workplace hazards, risks and controls.

Strategies/opportunities for improvementmay include:

career planning/development

coaching, mentoring and/or supervision

formal/informal learning programs

internal/external training provision

performance appraisals

personal study

recognition of current competence (RCC)/skills recognition/initial assessment

work experience/exchange/opportunities

workplace skills assessment.