- BSBWOR403A - Manage stress in the workplace
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBWOR403A Mapping and Delivery Guide
Manage stress in the workplace
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | BSBWOR403A - Manage stress in the workplace |
|---|---|---|---|
| Description | This unit describes the performance outcomes, skills and knowledge required to manage own stress and the stress of others stress in a team environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
| Employability Skills | This unit contains employability skills. | ||
| Learning Outcomes and Application | This unit applies to the understanding and management of own stress and team stress in the workplace.Competence in this unit requires managing own stress and managing the stress within a team by using effective strategies and initiatives to reduce stress and to improve the resilience of staff to withstand the stresses associated with a customer contact environment. This will require application of sound occupational health and safety (OHS) management in accordance with legislation and organisational policies and guidelines.This role is undertaken by staff with managerial responsibility. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | |||
| Competency Field | Industry Capability - Workplace Effectiveness | ||
| 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 | |
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| Elements of Competency | Performance Criteria | |||||||
| Element: Develop and implement personal stress management strategy |
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| Element: Develop stress management strategies and techniques within a team |
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| Element: Implement stress management techniques within a team |
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| Element: Develop team and morale building strategies |
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| Element: Monitor and address stress levels within a team |
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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.
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 following is essential: explanation of signs and sources of stress explanation of job role priorities and KPIs ability or strategy to recover from stressful contact work stamina and implementation of work/life management strategies knowledge of OHS principles and requirements. |
Context of and specific resources for assessment | Assessment must ensure: access to workplace information and data access to performance management, development plan and training records access to relevant legislation, standards and guidelines access to staff feedback and satisfaction survey records. |
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: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral and/or written questioning to assess knowledge of signs and sources of stress, and time management tools and techniques direct observation of the candidate effectively managing time and work priorities oral and /or written questioning of the process for the candidate to work through and recover from a stressful situation with a team member during and after the situation review and analysis of attendance records review of development plans and feedback for team members review of minutes of team meetings. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: relevant management units. |
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.
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Required skills |
coaching and mentoring skills to give feedback in difficult and tense situations communication skills to conduct effective formal and informal meetings and to communicate with personnel at all levels of the organisation communication skills to relate to people from diverse backgrounds and people with diverse abilities consultation and negotiation skills to establish and implement development plans and actions for team members interpersonal skills to establish rapport and to build relationships with team members leadership skills to gain the trust and confidence of colleagues and team members literacy skills to clearly articulate information, ideas and advice organisational skills to manage own tasks within timeframes problem-solving skills to creatively and positively address issues that arise self-management skills to be an excellent role model for a team team building skills to ensure cohesion within a team. |
Required knowledge |
behavioural management techniques internal and external sources of assistance job role priorities and KPIs OHS principles and requirements signs and sources of existing and potential stress or difficult situations stress management and reduction techniques time management tools and techniques workplace policies and procedures. |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Signs of stress may include: | absence from work conflict fatigue lack of self-esteem and confidence poor work performance sickness |
Sources of stress may include: | challenging KPIs and/or priorities complex tasks difficult customer contact external factors inadequate physical environment interpersonal relationships |
Sources of fatigue may include: | ergonomic factors excessive overtime external issues overload of information repetitive tasks and/or contacts shift rostering and hours of work |
Stress management techniques may include: | debriefing with peers and/or line manager relaxation methods specific training stretching and exercises taking breaks |
Key performance indicators (KPIs) and priorities may include: | adherence to schedule average handling time call rates customer satisfaction feedback quality assurance requirements sales targets targets |
Stamina management strategies may include: | management of personal wellbeing, for example: breaks hydration life balance meals recognising fatigue management of the environment, for example: climate ergonomics noise management of work, for example: minimising re-working sequencing tasks |
Stressful or difficult situations may include: | angry customer changing regulations and legislation customer abuse customer complaint high number of customer contacts sensitive customer situations unreliable technology |
Time management tools and techniques may include: | diarising and/or scheduling tasks and time organising information prioritising tasks self-managing training requirements |
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 | |||
| Use appropriate techniques to manage own stress | |||
| Maintain personal stamina and resilience | |||
| Maintain personal work/life balance | |||
| Become a role model in managing stress and time | |||
| Analyse and understand potential sources of fatigue and stress in the work environment | |||
| Develop an understanding of a range of stress management techniques within a team | |||
| Develop techniques to support the achievement of key performance indicators (KPIs) and priorities | |||
| Encourage team members to support each other in managing stress | |||
| Adopt strategies to effectively reduce, manage and deal with stress within a team | |||
| Adopt stamina management strategies to maximise performance | |||
| Develop techniques to assist team members to recover effectively from a stressful or difficult situation | |||
| Adopt work routine and procedural strategies to minimise stress and fatigue within a team | |||
| Use appropriate time management tools and techniques | |||
| Develop individual/group training and development program as required | |||
| Use team meetings and other opportunities to discuss stress management techniques and to coach staff in using these techniques | |||
| Regularly evaluate tools, techniques and strategies | |||
| Develop team awareness of sources of internal and external support | |||
| Develop a strategy to engage and develop team members | |||
| Develop a communication strategy within a team | |||
| Manage and use team meetings effectively | |||
| Develop a supportive and responsive team environment | |||
| Delegate effectively to further empower and motivate team members | |||
| Monitor individual staff performance against performance requirements | |||
| Conduct regular staff reviews to identify variations and difficulties impacting on work requirements | |||
| Monitor and support team members when in stressful situations | |||
| Respond appropriately to behavioural signs of stress among team members | |||
| Monitor work/life balance of team members | |||
| Discuss outcomes and develop action plans with team members as appropriate |
Forms
Assessment Cover Sheet
BSBWOR403A - Manage 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
BSBWOR403A - Manage 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: