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Elements and Performance Criteria

  1. Develop and implement personal stress management strategy
  2. Develop stress management strategies and techniques within a team
  3. Implement stress management techniques within a team
  4. Develop team and morale building strategies
  5. Monitor and address stress levels within a team

Required Skills

Required skills

coaching and mentoring skills to give feedback in difficult and tense situations

communication skills to conduct effective formal and informal meetings and to communicate with personnel at all levels of the organisation

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

consultation and negotiation skills to establish and implement development plans and actions for team members

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

leadership skills to gain the trust and confidence of colleagues and team members

literacy skills to clearly articulate information ideas and advice

organisational skills to manage own tasks within timeframes

problemsolving skills to creatively and positively address issues that arise

selfmanagement skills to be an excellent role model for a team

team building skills to ensure cohesion within a team

Required knowledge

behavioural management techniques

internal and external sources of assistance

job role priorities and KPIs

OHS principles and requirements

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

explanation of signs and sources of stress

explanation of job role priorities and KPIs

ability or strategy to recover from stressful contact

work stamina and implementation of worklife management strategies

knowledge of OHS principles and requirements

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to performance management development plan and training records

access to relevant legislation standards and guidelines

access to staff feedback and satisfaction survey records

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 and time management tools and techniques

direct observation of the candidate effectively managing time and work priorities

oral and or written questioning of the process for the candidate to work through and recover from a stressful situation with a team member during and after the situation

review and analysis of attendance records

review of development plans and feedback for team members

review of minutes of team meetings

Guidance information for assessment

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

relevant management 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.

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

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

Stress management techniques may include:

debriefing with peers and/or line manager

relaxation methods

specific training

stretching and exercises

taking breaks

Key performance indicators (KPIs) and priorities may include:

adherence to schedule

average handling time

call rates

customer satisfaction feedback

quality assurance requirements

sales targets

targets

Stamina management strategies may include:

management of personal wellbeing, for example:

breaks

hydration

life balance

meals

recognising fatigue

management of the environment, for example:

climate

ergonomics

noise

management of work, for example:

minimising re-working

sequencing tasks

Stressful or difficult situations may include:

angry customer

changing regulations and legislation

customer abuse

customer complaint

high number of customer contacts

sensitive customer situations

unreliable technology

Time management tools and techniques may include:

diarising and/or scheduling tasks and time

organising information

prioritising tasks

self-managing training requirements