Required skills

interpersonal skills to

demonstrate empathy and tact

establish rapport

gain trust

maintain relationships

manage conflict

negotiate work arrangements

relate to people from diverse backgrounds

language literacy and numeracy skills for

communicating clearly and concisely verbally and in writing

listening actively

providing feedback

sourcing organising and recording information

writing reports

planning and organising skills to

analyse data

manage time

problemsolving skills to

evaluate team members performance

identify solutions

Required knowledge

causes of stress or conflict in teams

communication methods and mediums

company requirements including

codes of conduct

communication structure and work procedures

role and function of workplace teams

staff development and available learning opportunities

counselling and disciplinary procedures

legislation regulations codes of practice and industry advisory standards that apply to the workplace

strategies for identifying managing and reducing conflict

team development including stages and techniques

team dynamics

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 observation of determining planning and reviewing work group activities to facilitate effective teamwork

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 in order to develop trust and confidence within work group

monitor and evaluate work group performance to improve and refine existing arrangements

plan and improve workplace effectiveness through participative arrangements for work groups

resolve poor work performance according to company 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

assessment documentation forms and record books

relevant company documentation

relevant venue

work group

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

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

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

Work group members may include:

Company requirements may include:

Legislative and regulatory requirements may take into account:

Effective communication techniques may include:

Communication mediums may include:

Workplace procedures may include:

Forms of communication may include:

Data may be information collected during work activities and may be:

Relevant parties may include: