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Elements and Performance Criteria

1. Manage ideas and information
   • Ensure strategies and processes are in place to communicate information to all co-workers
   • Develop and implement consultation processes to ensure that colleagues have the opportunity to contribute to issues related to their work role
   • Facilitate feedback to colleagues on outcomes of the consultation processes
   • Develop and 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 implement processes to ensure 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 style to meet the organisation’s cultural diversity and ethical environment
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. Foster cooperation between teams
   • Identify teams or individuals where cooperation would enhance work outcomes
   • Discuss areas where greater cooperation would yield benefits
   • Agree to and implement strategies to achieve greater cooperation in these areas
5. Manage difficulties to achieve positive outcomes
   • Develop and 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
   • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions may be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: accessing and analysing information to achieve planned outcomes adjusting interpersonal style and communications to respond to cultural and social diversity applying relationship management and communication skills with a range of people that: demonstrate integrity, respect, empathy and cultural sensitivity and promote trust forge effective relationships with internal and/or external people and help to maintain these networks encourage participation and foster contribution of and respect for ideas and feedback provide support to colleagues to resolve difficulties applying techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements consulting and providing advice on complex issues implementing policy and procedural changes managing stakeholder relationships reviewing and improving workplace outcomes in consultation with relevant personnel researching complex issues.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: Commonwealth policies impacting on own role how to monitor, analyse and introduce ways to improve work relationships how work relationships, and the cultural and social environment, can support or hinder achieving planned outcomes key internal and external stakeholders methods and techniques for communicating information and ideas to a range of stakeholders methods to resolve workplace conflict methods to manage poor work performance policies and procedures impacting on own role problem solving methods techniques for developing positive work relationships and building trust and confidence in a team including interpersonal styles, communications, consultation, cultural and social sensitivity, networking the impact of legislation and organisational policies on workplace relationships strategic priorities or activities affecting the organisation.

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