Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBWOR201 Mapping and Delivery Guide
Manage personal stress in the workplace

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBWOR201 - Manage personal stress in the workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment. It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time. It typically applies in a contact centre environment owing to the very measured, structured, high volume and potentially repetitive nature of the work, but can apply in any work environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Develop personal awareness of stress
  • Recognise signs and sources of stress
  • Acknowledge stress and difficult situations
  • Analyse and understand potential areas of stress in the work environment
       
Element: Develop stress management techniques
  • Develop an effective understanding of a range of stress management techniques
  • Use appropriate techniques to manage stressful situations effectively
  • Focus on areas of stress within personal control
  • Adopt strategies to effectively reduce, manage and deal with stress
       
Element: Manage time
  • Develop and understand job role priorities
  • Develop techniques to support achievement of key performance indicators (KPIs) and priorities
  • Use appropriate time management tools and techniques
  • Regularly evaluate tools and techniques
  • Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews
       
Element: Recover from a stressful contact
  • Review the contact or situation
  • Analyse root cause/s of stressful contact or situation
  • Depersonalise context of contact or situation
  • Discuss outcomes with appropriate staff members
  • Prepare for next contact or situation positively
  • Follow up or take action where needed
       
Element: Maintain personal stamina and resilience
  • Identify sources of fatigue in contact centre role
  • Adopt work routine and procedural strategies to minimise stress and fatigue
  • Monitor personal performance against performance requirements
  • Adapt stamina management strategies to maximise performance
  • Seek assistance from team members and management in managing stamina
       
Element: Maintain work/life balance
  • Identify work/life priorities
  • Adopt strategies to support work/life priorities
  • Give high priority to health and wellbeing
  • Monitor work/life balance
  • Develop ability to effectively leave work behind at the end of the day
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop personal awareness of stress

1.1 Recognise signs and sources of stress

1.2 Acknowledge stress and difficult situations

1.3 Analyse and understand potential areas of stress in the work environment

2. Develop stress management techniques

2.1 Develop an effective understanding of a range of stress management techniques

2.2 Use appropriate techniques to manage stressful situations effectively

2.3 Focus on areas of stress within personal control

2.4 Adopt strategies to effectively reduce, manage and deal with stress

3. Manage time

3.1 Develop and understand job role priorities

3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities

3.3 Use appropriate time management tools and techniques

3.4 Regularly evaluate tools and techniques

3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

4. Recover from a stressful contact

4.1 Review the contact or situation

4.2 Analyse root cause/s of stressful contact or situation

4.3 Depersonalise context of contact or situation

4.4 Discuss outcomes with appropriate staff members

4.5 Prepare for next contact or situation positively

4.6 Follow up or take action where needed

5. Maintain personal stamina and resilience

5.1 Identify sources of fatigue in contact centre role

5.2 Adopt work routine and procedural strategies to minimise stress and fatigue

5.3 Monitor personal performance against performance requirements

5.4 Adapt stamina management strategies to maximise performance

5.5 Seek assistance from team members and management in managing stamina

6. Maintain work/life balance

6.1 Identify work/life priorities

6.2 Adopt strategies to support work/life priorities

6.3 Give high priority to health and wellbeing

6.4 Monitor work/life balance

6.5 Develop ability to effectively leave work behind at the end of the day

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop personal awareness of stress

1.1 Recognise signs and sources of stress

1.2 Acknowledge stress and difficult situations

1.3 Analyse and understand potential areas of stress in the work environment

2. Develop stress management techniques

2.1 Develop an effective understanding of a range of stress management techniques

2.2 Use appropriate techniques to manage stressful situations effectively

2.3 Focus on areas of stress within personal control

2.4 Adopt strategies to effectively reduce, manage and deal with stress

3. Manage time

3.1 Develop and understand job role priorities

3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities

3.3 Use appropriate time management tools and techniques

3.4 Regularly evaluate tools and techniques

3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

4. Recover from a stressful contact

4.1 Review the contact or situation

4.2 Analyse root cause/s of stressful contact or situation

4.3 Depersonalise context of contact or situation

4.4 Discuss outcomes with appropriate staff members

4.5 Prepare for next contact or situation positively

4.6 Follow up or take action where needed

5. Maintain personal stamina and resilience

5.1 Identify sources of fatigue in contact centre role

5.2 Adopt work routine and procedural strategies to minimise stress and fatigue

5.3 Monitor personal performance against performance requirements

5.4 Adapt stamina management strategies to maximise performance

5.5 Seek assistance from team members and management in managing stamina

6. Maintain work/life balance

6.1 Identify work/life priorities

6.2 Adopt strategies to support work/life priorities

6.3 Give high priority to health and wellbeing

6.4 Monitor work/life balance

6.5 Develop ability to effectively leave work behind at the end of the day

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Recognise signs and sources of stress 
Acknowledge stress and difficult situations 
Analyse and understand potential areas of stress in the work environment 
Develop an effective understanding of a range of stress management techniques 
Use appropriate techniques to manage stressful situations effectively 
Focus on areas of stress within personal control 
Adopt strategies to effectively reduce, manage and deal with stress 
Develop and understand job role priorities 
Develop techniques to support achievement of key performance indicators (KPIs) and priorities 
Use appropriate time management tools and techniques 
Regularly evaluate tools and techniques 
Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews 
Review the contact or situation 
Analyse root cause/s of stressful contact or situation 
Depersonalise context of contact or situation 
Discuss outcomes with appropriate staff members 
Prepare for next contact or situation positively 
Follow up or take action where needed 
Identify sources of fatigue in contact centre role 
Adopt work routine and procedural strategies to minimise stress and fatigue 
Monitor personal performance against performance requirements 
Adapt stamina management strategies to maximise performance 
Seek assistance from team members and management in managing stamina 
Identify work/life priorities 
Adopt strategies to support work/life priorities 
Give high priority to health and wellbeing 
Monitor work/life balance 
Develop ability to effectively leave work behind at the end of the day 

Forms

Assessment Cover Sheet

BSBWOR201 - Manage personal stress in the workplace
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBWOR201 - Manage personal stress in the workplace

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: