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Elements and Performance Criteria

1. Manage ideas and information
   • Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
   • Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.
   • Facilitate feedback to employees on outcomes of the consultation processes.
   • Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.
2. Establish systems to develop trust and confidence
   • Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.
   • Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.
   • Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.
3. Manage the development and maintenance of networks and relationships
   • Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.
   • Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.
4. Manage difficulties to achieve positive outcomes
   • Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.
   • Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.
   • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.
   • Develop and implement an action plan to address any identified difficulties.
5. Manage ideas and information
   • Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
   • Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.
   • Facilitate feedback to employees on outcomes of the consultation processes.
   • Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.
6. Establish systems to develop trust and confidence
   • Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.
   • Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.
   • Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.
7. Manage the development and maintenance of networks and relationships
   • Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.
   • Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.
8. Manage difficulties to achieve positive outcomes
   • Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.
   • Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.
   • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.
   • Develop and implement an action plan to address any identified difficulties.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

interacting with people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

researching, analysing, interpreting and reporting skills to develop strategies and plans

communicating fluently to support effective workplace relationships

responding to unexpected demands from a range of people

understanding consultative processes and using them effectively

forging effective relationships with internal and/or external people

developing, maintaining and managing networks

gaining the trust and confidence of colleagues

dealing with people openly and fairly

using coaching and mentoring skills to provide support to colleagues

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

organisation's policies and procedures related to workplace relationships

work health and safety guidelines related to working safely in organisation environment

the principles and techniques involved in the management and organisation of:

the organisation’s strategic and business plans

policy development

workplace relationship building techniques

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