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Elements and Performance Criteria

Required Skills

Required skills

communication skills to give and receive constructive feedback relating to development needs

literacy skills to read and understand the organisations procedures

planning skills to organise work priorities according to work goals and objectives

problemsolving skills to solve routine problems

problemsolving skills to solve routine problems

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities

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

occupational health and safety OHS

organisational policies plans and procedures

methods to elicit analyse and interpret feedback

principles and techniques of goal setting measuring performance time management and personal assessment

competency standards and how to interpret them in relation to self

methods to identify and prioritise personal learning needs

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

preparing work plans

scheduling and prioritising work objectives and tasks

knowledge of the principles and techniques of goal setting measuring performance time management and personal assessment

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 work schedules and performance improvement plans

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

review of selfassessment documentation outlining learning and development needs

review of selfassessment documentation outlining learning and development needs

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of methods to identify and prioritise personal learning needs

evaluation of planning for personal skill development activities and professional development opportunities

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.

Work goals and objectivesmay include:	budgetary targets production targets reporting deadlines sales targets team and individual learning goals team participation.
KPIsmay include:	key performance indicators on customer satisfaction key performance indicators on customer effort monitoring time taken to answer calls operating within reporting protocols score tools such as net promoter understanding metrics.
Organisational requirementsmay include:	access and equity principles and practice business and performance plans defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards quality assurance and/or procedures manuals.
Factors affecting the achievement of work objectivesmay include:	budget constraints competing work demands environmental factors such as time, weather resource and materials availability technology/equipment breakdowns unforeseen incidents workplace hazards, risks and controls.
Business technologymay include:	computer applications computers email facsimile machines internet/extranet/intranet modems personal schedulers photocopiers printers scanners.
Feedback on 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.
Products and servicesmay include:	either products or services goods ideas infrastructure private or public sets of benefits.
Signs of stressmay include:	absence from work alcohol or other substance abuse conflict poor work performance.
Personal wellbeingmay include:	cultural emotional social spiritual.
Sources of stressmay include:	complex tasks cultural issues work and family conflict workloads.
Supports and resolution strategiesmay include:	awareness raising counselling employee assistance programs (EAP) family support group activities job design mediation sharing load time off training.
Professional development opportunitiesmay include:	career planning/development coaching, mentoring and/or supervision formal/informal learning programs internal/external training provision performance appraisals personal study quality assurance assessments and recommendations recognition of current competence/skills recognition work experience/exchange/opportunities workplace skills assessment.