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Elements and Performance Criteria

1. Participate in the work/group process
   • Correctly identify work requirements relevant to the group/process
   • Correctly identify own role and roles of others in meeting work requirements, and carry out own role
   • Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work requirements
   • Take time and resource constraints into account in fulfilling work requirements
   • Apply the organisation's work policies, procedures and conventions covering acceptable workplace conduct to work place activities
   • Take individual differences into account in achieving work requirements
   • Use strengths of individuals to develop others in the group, sharing learning as part of the group process
2. Contribute to the flow of information and ideas
   • Share information and ideas relevant to the work with others to enhance work outcomes
   • Provide relevant, timely and accurate information to others, as required
   • Seek information and ideas from others as required to assist achievement of work requirements
   • Record information in the required detail and item frame in the specified format
   • Compile and maintain work information systematically and accurately and file for ease of retrieval as required
   • Identify any linguistic and cultural differences in communication styles and their relevance to the context
3. Deal effectively with issues, problems and conflicts
   • Identify issues, problems and conflicts encountered in the work place
   • Discuss issues, problems and conflicts with team members and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

Required Skills

Not applicable

Evidence Required

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

individual roles and responsibilities and relationships to others including duty of care

techniques for managing own work load eg meeting deadlines acknowledging if tasks are beyond current capacity handling tasks or problems as far as possible then referring on to others as required

acceptable workplace conduct including regular attendance punctuality maintaining an orderly workspace appropriate standards of personal presentation and hygiene selfconfidence and selfrespect acceptance of constructive criticism and a willingness for selfimprovement a goodhumoured approach to others and adaptability and flexibility

understanding of team work principles

knowledge of effective communication techniques including active listening questioning and nonverbal communication

broad understanding of conflict resolution techniques

Occupational Health and Safety principles as they apply to working within a team environment

Linkages to other units

This unit underpins effective work performance in all areas and combined assessment andor training with any other service or operational unit would be appropriate for example

CUSGENB Work in a culturally diverse environment

CUSGEN02B - Work in a culturally diverse environment

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to communicate effectively with others within the range of situations required for the job role

ability to work effectively as part of a team

knowledge of effective communication techniques including active listening questioning and nonverbal communication

Method and context of assessment

The assessment context must provide for

practical demonstration of skills through interaction with others

project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge and might include

direct observation of the candidate carrying out work tasks involving dealing with others

role plays about communication situations and dealing with conflicts and misunderstandings

oral or written questioning to assess knowledge of communication techniques

portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

There are no particular resource requirements for assessment of this unit

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Seeking out and reviewing information related to work activities

Communicating ideas and information

Providing customers with information about products and services assisting them with requests

Planning and organising activities

Planning organising and prioritising work tasks and responsibilities

Working with others and in teams

Working cooperatively with colleagues

Using mathematical ideas and techniques

Not Applicable

Solving problems

Working out solutions for communication problems

Using technology

Using computers or other business equipment

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

individual roles and responsibilities and relationships to others including duty of care

techniques for managing own work load eg meeting deadlines acknowledging if tasks are beyond current capacity handling tasks or problems as far as possible then referring on to others as required

acceptable workplace conduct including regular attendance punctuality maintaining an orderly workspace appropriate standards of personal presentation and hygiene selfconfidence and selfrespect acceptance of constructive criticism and a willingness for selfimprovement a goodhumoured approach to others and adaptability and flexibility

understanding of team work principles

knowledge of effective communication techniques including active listening questioning and nonverbal communication

broad understanding of conflict resolution techniques

Occupational Health and Safety principles as they apply to working within a team environment

Linkages to other units

This unit underpins effective work performance in all areas and combined assessment andor training with any other service or operational unit would be appropriate for example

CUSGENB Work in a culturally diverse environment

CUSGEN02B - Work in a culturally diverse environment

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

ability to communicate effectively with others within the range of situations required for the job role

ability to work effectively as part of a team

knowledge of effective communication techniques including active listening questioning and nonverbal communication

Method and context of assessment

The assessment context must provide for

practical demonstration of skills through interaction with others

project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge and might include

direct observation of the candidate carrying out work tasks involving dealing with others

role plays about communication situations and dealing with conflicts and misunderstandings

oral or written questioning to assess knowledge of communication techniques

portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

There are no particular resource requirements for assessment of this unit

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Seeking out and reviewing information related to work activities

Communicating ideas and information

Providing customers with information about products and services assisting them with requests

Planning and organising activities

Planning organising and prioritising work tasks and responsibilities

Working with others and in teams

Working cooperatively with colleagues

Using mathematical ideas and techniques

Not Applicable

Solving problems

Working out solutions for communication problems

Using technology

Using computers or other business equipment

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Range Statement

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Working with others may involve:

one-to-one communication in a group or team

taking part in informal discussions

following instructions

consulting with the community

taking part in meetings

dealing with conflict.

Work requirements may include:

goals

objectives

priorities

specified targets or results

time frames

coordination with other work processes

clear role definitions

application of particular procedures

organisation of work materials

roster arrangements or particular approaches to work processes specified by the organisation or work group.

Groups may be:

established or ad hoc work units

working parties

task forces

committees

self directed teams.

Information and ideas relevant to work may include assistance to new staff and sharing of knowledge of particular tasks or work requirements.

Techniques to resolve issues, problems or conflicts may include:

problem solving

negotiation

conflict resolution

use of a mediator or conciliator.

Working with others requires individual diversity to be taken into account especially in relation to:

cultural, racial and ethnic background

physical requirements

gender

languages

customs

religious and traditional beliefs.

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Working with others may involve:

one-to-one communication in a group or team

taking part in informal discussions

following instructions

consulting with the community

taking part in meetings

dealing with conflict.

Work requirements may include:

goals

objectives

priorities

specified targets or results

time frames

coordination with other work processes

clear role definitions

application of particular procedures

organisation of work materials

roster arrangements or particular approaches to work processes specified by the organisation or work group.

Groups may be:

established or ad hoc work units

working parties

task forces

committees

self directed teams.

Information and ideas relevant to work may include assistance to new staff and sharing of knowledge of particular tasks or work requirements.

Techniques to resolve issues, problems or conflicts may include:

problem solving

negotiation

conflict resolution

use of a mediator or conciliator.

Working with others requires individual diversity to be taken into account especially in relation to:

cultural, racial and ethnic background

physical requirements

gender

languages

customs

religious and traditional beliefs.

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