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

CSCORG509 Mapping and Delivery Guide
Manage effective workplace relationships

Version 1.0
Issue Date: November 2018


Qualification -
Unit of Competency CSCORG509 - Manage effective workplace relationships
Description This unit specifies the outcomes required to foster and maintain professional and effective workplace relationships. This involves:understanding organisational context and the relationship between work functions and linkages to strategic and business plans; ensuring effective communication is established and maintained to foster positive and professional internal and external workplace relationships;understanding or developing, where necessary, protocols that support service excellence; developing strategies and processes, measuring effectiveness, and developing a plan for continuous improvement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to candidates working in leadership or management roles in a correctional services environment.At this level, work will normally be carried out using complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement using a range of problem solving and decision making strategies.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Manage ideas and information
  • Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers.
  • Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role.
  • Facilitate feedback to employees on outcomes of the consultation processes.
  • Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel.
       
Element: Establish systems to develop trust and confidence
  • Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to.
  • Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct.
  • Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process.
       
Element: Manage the development and maintenance of networks and relationships
  • Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation.
  • Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained.
       
Element: Manage difficulties to achieve positive outcomes
  • Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved.
  • Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures.
  • Provide guidance, counselling and support to assist co-workers in resolving their work difficulties.
  • Develop and implement an action plan to address any identified difficulties.
       


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, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

A person who demonstrates competence in this unit must be able to provide evidence that they are able to manage the process of accessing and analysing information to achieve planned outcomes, communicate information and ideas to a range of stakeholders and they must be able to manage a process which facilitates the development and maintenance of positive workplace relationships.

They must be able to encourage the development of trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.

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

Access by the learner and trainer to appropriate documentation and resources normally used in the workplace.

Assessment and evidence must confirm the ability to:

ensure strategies and process are in place for the management of ideas and information

establish and/or implement policies to promote cultural diversity and ethics

act professionally as an example to staff

adjust communication style to meet needs to different situations

make use of networks in building workplace relationships

identify problems and difficulties in workplace relationships

resolve identified difficulties in workplace relationships

Products that could be used as evidence include:

Documentation produced in manage effective workplace relationship, such as:

contribution to organisational policies and procedures

procedures and policies for dealing with diversity, and related codes of conduct

actions taken including advice and input into management decisions to address social and ethical standards in the workplace

actions taken to address methods of accessing networks and developing strategic contacts and within and outside the organisation

learning and development plans for team members

materials developed for coaching, mentoring and training

induction programs developed and/or delivered

actions taken to address internal and external communications processes

reviews of people management

advice and input into management decisions related to the work team

records of OHS&W consultation

Processes that could be used as evidence include:

how strategies have been develop to ensure that information was collected and accessed

how operational planning was conducted

how policies were established, and contributions sought and used to develop new ideas and approaches

how the organisation’s social and ethical standards have been used within workplace relationships

how trust and confidence have been developed and maintained

how interpersonal styles and methods were adjusted to the organisation’s cultural diversity and ethical environment

how strategic networks were used to build relationships

how ongoing planning and implementation has been conducted

how strategies were developed to ensure that difficulties are addressed and solutions planned

how colleagues were counselled, guided and supported to resolve work difficulties

examples of how poor work performance and conflict was managed

Context of and specific resources for assessment

Validity and sufficiency of evidence requires:

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment

that examples of actions taken by the candidate to manage effective workplace relationships are provided

Method of assessment

Evidence should be gathered in at least two different contexts, drawing on a range of evidence.

Evidence may be gathered through use of the following methods:

report on tasks

direct questioning combined with report review

self evaluation

manager’s/supervisor’s report

observation in the workplace, or simulated workplace

role play

written case studies


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.

Required skills:

interacting with people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

researching, analysing, interpreting and reporting skills to develop strategies and plans

communicating fluently to support effective workplace relationships

responding to unexpected demands from a range of people

understanding consultative processes and using them effectively

forging effective relationships with internal and/or external people

developing, maintaining and managing networks

gaining the trust and confidence of colleagues

dealing with people openly and fairly

using coaching and mentoring skills to provide support to colleagues

Required knowledge:

legislation, policy and procedures relevant to the correctional services facility/organisation

occupational health and safety guidelines related to working safety in organisation environment

the principles and techniques involved in the management and organisation of:

the organisation’s strategic and business plans

policy development

effective workplace relationship building techniques such as:

developing trust and confidence

fostering of consistent behaviour in workplace relationships

monitoring, managing and introducing ways to improve workplace relationships

identifying the cultural diversity and ethical environment

identifying and assessing interpersonal styles

developing, maintaining and managing networks

problem identification and resolution

resolving conflict

consultation and communication techniques

contributing to the elimination of discrimination/bias

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 in the performance criteria is detailed below. Add any 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.

Strategies and processes may include:

long-term or short-term plans factoring in opportunities for team input

individual and team performance plans

clarification of roles and expectations

questionnaires, surveys and interviews

policies and procedures

training and development activities

communication devices, such as intranet and email communication systems, newsletters, reports

Information may be:

data appropriate to work roles and organisational policies that is shared and retrieved in writing or verbally, electronically or manually such as:

policies and procedures

planning and organisational documents including the outcomes of continuous improvement and quality assurance

individual and team performance data

Consultation processes may include:

the development or implementation of a process which ensures that all employees have the opportunity to contribute to workplace issues

feedback to the work team in relation to outcomes of the consultation process

Processes may include:

sets of accepted actions approved by the organisation

organisational tasks and activities undertaken to meet performance outcomes

standard operating procedures

Relevant personnel may include:

managers

supervisors

other employees

union representatives/employee groups

board members

OHS committees and other people with specialist responsibilities

Policies may refer to:

organisational guidelines and systems that govern operational functions

statement of commitment to action

frameworks

The organisation’s cultural diversity and ethical environment may refer to:

written standards such as those expressed in:

vision and mission statements

policies

code of workplace conduct/behaviour

statement of workplace values

implied standards such as honesty and respect relative to the organisational culture and generally accepted within the wider community

standards expressed in legislation and regulations, such as anti-discrimination legislation

Networks may be:

internal and/or external

with individuals or groups

through established structures or unstructured arrangements

Guidance, counselling and support may be:

informal support provided by managers including discussion of issues and exploration of mechanisms to resolve problems within organisational guidelines

formal and professional support and guidance arranged from alternative internal or external sources within organisational guidelines

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
Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers. 
Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role. 
Facilitate feedback to employees on outcomes of the consultation processes. 
Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel. 
Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to. 
Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct. 
Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process. 
Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation. 
Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained. 
Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved. 
Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures. 
Provide guidance, counselling and support to assist co-workers in resolving their work difficulties. 
Develop and implement an action plan to address any identified difficulties. 

Forms

Assessment Cover Sheet

CSCORG509 - Manage effective workplace relationships
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

CSCORG509 - Manage effective workplace relationships

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: