Required skills

communication and leadership skills to

delegate work within a team

provide positive coaching and mentoring support to a team

critical thinking skills to evaluate internal and external business information

initiative and enterprise skills to proactively seek opportunities for workplace improvement

literacy skills to

read and interpret varied and wide ranging information of an operational nature

complete workplace records relevant to team operations

numeracy skills to develop schedules and timelines for team activities

planning and organising skills to coordinate multiple and potentially competing operational priorities

problemsolving skills to anticipate and respond to a wide range of unpredictable operational problems and situations at a frontline management level

problemsolving skills to anticipate and respond to a wide range of unpredictable operational problems and situations at a frontline management level.

Required knowledge

work organisation and work planning methods appropriate to the industry sector

leadership and management roles in the relevant industry sector

operational functions in the relevant industry sector

concepts of quality assurance and how it may be managed and implemented in the workplace

sustainability considerations for frontline operational management including

relationship between operational efficiency and financial sustainability

ways of minimising waste in the relevant work context

social responsibilities of the operation

time management principles and their application to leaders and managers for planning own work and the work of others

principles of effective delegation

problemsolving and decision making processes and techniques and their application to typical workplace issues

problemsolving and decision making processes and techniques and their application to typical workplace issues

industrial or legislative issues that affect shortterm work organisation appropriate to the industry sector including

industrial or legislative issues that affect shortterm work organisation appropriate to the industry sector, including:

relationship of relevant industrial awards to hours and conditions of work

ensuring systems and procedures meet work health and safety requirements

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

Evidence of the ability to

plan and organise workflow for a team operation

monitor and respond to a range of team based operational and service issues over a period of time

demonstrate knowledge of work structures plus frontline management roles and responsibilities in the relevant industry sector

demonstrate knowledge of quality assurance workflow planning and delegation techniques in a frontline management context

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated business operation or activity for which the individual can monitor work activities

a team of people for which the individual can plan and organise workflow

Method of assessment

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

evaluation of a teambased project or work activity conducted by the individual including reporting on that activity

use of case studies and problemsolving exercises to assess ability to develop approaches to different workplace situations and problems

use of case studies and problemsolving exercises to assess ability to develop approaches to different workplace situations and problems

written or oral questioning to assess knowledge of management principles management roles and responsibilities and legal issues affecting operational management

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITXHRM Lead and manage people

SITXHRM Monitor staff performance

Procedures and systems may relate to:

Sustainability may be:

Principles of delegation may relate to:

Workplace records may include:

Workplace problems may include: