Required skills

interpersonal skills to

demonstrate empathy and tact

establish rapport

gain trust

maintain relationships

manage conflict

negotiate work arrangements

relate to people from a range of backgrounds

language and literacy skills to

communicate clearly and concisely verbally and in writing

listen actively

read and interpret company directions and safety instructions

request advice or further information

seek receive and provide feedback

source organise and record information

planning and organising skills to manage time

problemsolving skills to

evaluate relationships

select methods to manage conflict

teamwork skills to lead teams

Required knowledge

causes of stress or conflict in teams and strategies for identifying managing and reducing them

communication methods and mediums including negotiation techniques

company requirements and procedures including

codes of conduct

communication structure and work procedures

own role responsibility and delegation requirements

reporting procedures

role and function of workplace teams

staff development and available learning opportunities

legislation regulations codes of practice and industry advisory standards that apply to supporting leadership in the workplace including OHS legislation

team development techniques

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

This unit of competency could be assessed by observing at least two different practical demonstrations of supporting leadership in the workplace

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit

In particular the person should demonstrate the ability to

communicate effectively onetoone and with a small group

demonstrate leadership and team building in the workplace

encourage the support and development of team members in the workplace

comply with company and legislative requirements

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context It is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include access to

work order and client specifications

relevant information and work sites

work order instructions work plans and schedules and policy documents

assessment instruments including personal planner and assessment record book

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

This unit could be assessed on its own or in combination with other units relevant to the job function

Company requirements may include:

Interpersonal skills and communication techniques may include:

Legislative requirements may include:

Occupational health and safety (also known as workplace health and safety) requirements may relate to:

Organisational goals may include:

Development opportunities may include:

Work restrictions may include: