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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Communicate workplace expectations
   • Collect and record information to achieve work responsibilities from information sources
   • Adopt suitable communication mediums to suit context and staff at all levels in accordance with company requirements
   • Ensure communication medium takes into account social and cultural diversity in accordance with legislative and company requirements
   • Verify and confirm that the communication is understood by work group members in accordance with company requirements
2. Implement relevant company and legislative workplace requirements
   • Provide information on legislative and company requirements to work group members via a suitable communication medium
   • Comply with and adopt appropriate measures to ensure workplace procedures and company requirements at the work site are understood and implemented
3. Assist in resolving workplace conflict and manage difficulties to achieve positive outcomes
   • Identify sources of conflict within or associated with the activities of the work group in accordance with company requirements
   • Ensure appropriate and timely action is taken to resolve conflict when identified, in accordance with company requirements
   • Manage conflict constructively in accordance with legislative and company requirements
   • Negotiate difficult situations to achieve results that are acceptable to the parties involved and that meet legislative and company requirements
4. Facilitate development of staff
   • Encourage the development of staff in the work environment in accordance with company requirements
   • Provide workplace learning opportunities and coaching and mentoring assistance to facilitate individual and work group achievement
   • Communicate opportunities for staff development and training regularly to staff in accordance with company requirements
   • Provide development opportunities that incorporate a range of activities and support materials appropriate to the achievement of identified needs in accordance with company requirements
   • Identify resources and timelines required for learning and development activities and approve in accordance with company requirements
5. Monitor and evaluate workplace relationships
   • Use feedback from individuals or work groups to identify and implement improvements in workplace consultative arrangements
   • Assess and record outcomes and performance of individuals or work groups in accordance with company requirements to determine the effectiveness of development programs

Required Skills

Refer to Evidence Guide

Evidence Required

Critical aspects of competency

Use effective communication techniques to establish and maintain relationships within a work group

Use appropriate methods of communication to cater for social cultural and language differences within a work group

Resolve problems and conflicts efficiently within organisational requirements

Provide learning and development opportunities within the work group

Monitor and evaluate workplace relationships with the view to improving and refining arrangements that exist

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace to transfer the skills to other contexts and to deal with unplanned events The knowledge requirements for this unit are listed below

Role and function of workplace teams

Enterprise communication structure and work procedures

Staff developmentlearning opportunities available

Company codes of conduct

Legislative and regulatory requirements relevant to workplace procedures

Stages of team development

Causes of stress or conflict in teams

Strategies for managing or reducing conflict

Communication methods and communication mediums

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These relate to the ability to

use interpersonal communication skills that assist in establishing and maintaining workplace relationships

negotiation

problemsolving

active listeningproviding feedback

report writing

relate to people from a range of social cultural and ethnic backgrounds

use work planning and data analysis

Other units of competency that could be assessed with this unit

Where practical this unit should be assessed in an integrated fashion with other appropriate units

This unit could be assessed on its own or in combination with other competencies relevant to the job function

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment Access to such an environment will be required The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace This includes access to the following

a relevant venue

a work group

relevant company and legislative documentation

assessment documentation forms and record books

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor or assessment team working together to conduct the assessment The competency is to be demonstrated in a range of situations that may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

This unit is essentially skillsbased and it is expected that assessment will be largely practical ie workplacebased or by simulation in nature supported by questioning to assess underpinning knowledge and effective communication techniques

Opportunities for practice and selfassessment under the guidance of a person deemed to be competent in the work area should be provided in advance of a formal assessment Information derived from actual workplace experience should be treated as confidential

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures Assessment requires that the facilitation of workplace relationships meets the objectives of the company and industry expectations in the particular organisational requirement

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs They are fundamental processes and generally transferable to other work environments Some of these work processes are covered by the key competencies listed below Information provided to each question highlights how these processes are applied in this unit of competency

The number in brackets indicates the level to which the key competency should be demonstrated

	Perform the process			Perform and administer the process		Perform administer and design the process
How can information be collected analysed and organised				Collect information to achieve work responsibilities from appropriate sources and communicate via suitable mediums
How can communication of ideas and information be applied				Utilise appropriate communication techniques to create and maintain harmonious relationships
How are activities planned and organised				Organise work tasks according to customer requirements
How can teamwork be applied				Encourage and monitor participative arrangements to build a high level of client service
How can the use of mathematical ideas and techniques be applied				Analyse the costs of associated with examples of poor customer service
How can problemsolving skills be applied				Negotiate difficult situations to achieve results acceptable to the participants and that meet the organisations and legislative requirements
How can the use of technology be applied				Use email as a means of distributing important information in a timely manner

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Communication may include:

exchange of reports and information

personal visits

site news sheet

telephone discussions

written information via a communication logbook.

Communication mediums may include:

company policy and procedure documents

company training

face-to-face discussions

instructional materials

regular and one-off meetings

signs and symbols

use of an interpreter where required

work method statements

written instructions.

Information may be provided either in text or orally and may be contained in:

contractual arrangements

industry codes of practice or standards

legislative requirements

manufacturers' specifications/equipment manuals

site specifications.

Information sources may include:

clients

employer and/or employee associations

government agencies

members of the work group

supervisors

work/shift communication logbooks.

Legislative requirements may include:

consumer law

discrimination/equal employment opportunity/racial vilification

environmental law

harassment and other laws specific to local government, state and federal legislation

industry codes of conduct

industry codes of practice and/or standards

OHS Acts and regulations

privacy legislation.

Company requirements may include but are not limited to:

code of ethics

company image

dress/uniform codes

legal and company policy/guidelines

legislation relevant to the work or service function

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Development opportunities may include:

career planning

performance appraisals

providing feedback to work group members

rotation to another work group

skills assessments and recognition of prior learning.

Work group members may include:

colleagues/team members

people from a range of social, cultural or ethnic backgrounds

supervisors/line managers.

Workplace learning opportunities may include providing:

coaching and mentoring assistance

induction and refresher training

other formal/structured training

specialist process training

specific equipment training.

Workplace procedures may include:

assignment instructions

instructions from colleagues/supervisor/manager

personal protective equipment requirements

reporting and documentation requirements

specific customer requirements.

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