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

analysing data

communicating clearly and concisely verbally and in writing

listening actively

providing feedback

questioning to identify and resolve conflict and consult with team members to identify opportunities for learning and process improvement

sourcing organising and recording information

writing reports

planning and organising skills to manage time

problemsolving skills to

evaluate relationships

select methods to manage conflict

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

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 observing at least two different practical demonstrations of facilitating effective workplace relationships

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 techniques that establish and maintain relationships within a work group

employ methods of communication that cater for social cultural and language differences within a work group

resolve problems and conflicts according to company requirements

provide learning and development opportunities within the work group

monitor and evaluate workplace relationships to improve and refine existing arrangements

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 and legislative 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

Information may be provided either in writing or verbally, and may be contained in:

Information sources may include:

Communication mediums may include:

Company requirements may include:

Legislative requirements may include:

Work group members may include:

Communication may include:

Workplace procedures may include:

Workplace learning opportunities may include providing:

Development opportunities may include: