Required skills

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

adaptability and flexibility

Required knowledge

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

understanding of team work principles

broad understanding of conflict resolution techniques

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

occupational health and safety principles as they apply to working within a team environment

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

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

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

Context of and specific resources for 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

Method of assessment

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

Guidance information for assessment

There are no particular resource requirements for assessment of this unit

Work requirements may include:

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

Groups may be:

Working with others may involve:

Information and ideas relevant to work may include:

Techniques to resolve issues, problems or conflicts may include: