This section describes the essential skills and knowledge and their level required for this unit

Required skills

interpersonal and leadership skills to

consult with team members

deal with difficult situations

develop and communicate team objectives including encouraging feedback

encourage ideas views or suggestions from team members

review own progress and performance with appropriate personnel

provide information on responsibilities

negotiate resources and implementation methods through clear and direct communication

ask questions to identify and confirm requirements

give instructions and constructive feedback

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

resolve conflict

literacy skills to communicate ideas and information

Required knowledge

store policy and procedures in regard to

job role and responsibilities

people management

staff development

leadership

team and company objectives

principles and techniques in interpersonal communication skills including

conflict resolution

negotiation

consultation

team building

training and mentoring

delegation

Training Packages and competency standards

relevant legislation

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

establishes effective and collaborative teams to achieve common objectives

manages teams to perform effectively and collaboratively by

using a leadership style that supports store image culture and business strategic direction

creating an environment to achieve high standards

maintaining effective communication with staff

leading by example

consulting honestly and openly

dealing with difficult situations fairly openly and promptly

evaluates analyses and enhances own leadership style

evaluates and improves the effective performance of teams

leads teams in an effective open consultative and supportive manner

delegates appropriate responsibility and authority to team members

Context of and specific resources for assessment

Assessment must ensure access to

a retail work environment

relevant documentation such as

store policy and procedures on people management and staff development

team and company objectives

a team

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of performance in the workplace

thirdparty reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Store image and culture may relate to:

Team members may:

Difficult situations and problems may include:

Communication may include:

Store policy and procedures in regard to:

Resources may include:

Feedback may be sought and given:

Sources of relevant information may include:

Competencies may include:

Appropriate personnel may include:

Methods used to record decisions may include: