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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 with the team.
   • Communicate organisational vision and individual responsibilities clearly to team members.
   • Inform team members of expected standards of work and behaviours.
   • Provide team members with relevant information regarding sales targets and team goals.
2. Monitor team performance.
   • Follow up allocated tasks and check that standards of performance are met.
   • Provide feedback to team members on their performance when required standards are not met.
   • Recognise team member’s efforts when high, or improved, standards of performance are displayed.
   • Determine factors contributing to poor performance and implement solutions for improved performance.
   • Recognise training needs of team members and notify relevant personnel as required.
3. Promote team morale.
   • Determine team motivators and seek opportunities to improve motivation.
   • Create a supportive team environment where all members feel valued.
   • Encourage team members to share their views and feedback regarding the workplace and value their input.
   • Treat all team members equally and with respect.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

supervise a work team, across the duration of two different work shifts, to ensure organisational and team goals are achieved

demonstrate the following skills during supervision of the above work shifts:

communicating responsibilities and expected standards of work to team members

implementing techniques to motivate team members and improve team morale

providing feedback on team members performance

monitoring team members for:

adherence to policies and procedures

customer service standards

productivity

team interactions.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

primary role of team supervisors

organisational performance standards for frontline tasks

strategies and techniques for:

effective communication with team members

improving team and individual morale

increasing team and individual productivity

creating a team environment in the workplace

motivation others

providing feedback regarding performance

constructive feedback

recognition of positive performance

importance of providing team members with an understanding of the commercial impacts of their behaviours and goal attainment.

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