ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Seek, receive and communicate information and ideas

1.1 Collect information associated with the achievement of work responsibilities from appropriate sources

1.2 Communicate ideas and information to diverse audiences in an appropriate and sensitive manner

1.3 Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes

1.4 Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team

1.5 Promptly deal with and resolve issues raised, or refer them to relevant personnel

2 Encourage trust and confidence

2.1 Treat people with integrity, respect and empathy

2.2 Encourage effective relationships within the framework of the organisation’s social, ethical and business standards

2.3 Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance

2.4 Adjust interpersonal styles and methods in relation to the organisation’s social and cultural environment

3 Identify and use networks and relationships

3.1 Identify and utilise workplace networks to help build relationships

3.2 Identify and describe the value and benefits of networks and other work relationships for the team and the organisation

4 Contribute to positive outcomes

4.1 Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements

4.2 Support colleagues in resolving work difficulties

4.3 Regularly review workplace outcomes and implement improvements in consultation with relevant personnel

4.4 Identify and resolve poor work performance within own level of responsibility and according to organisational policies

4.5 Deal constructively with conflict, within the organisation’s established processes

Skill

Performance

Criteria

Description

Reading

1.1, 1.3, 1.4, 1.5, 4.3

Comprehends textual information to determine regulatory requirements and adhere to job processes and internal policies

Writing

1.1-1.5, 4.3, 4.4, 4.5

Uses appropriate language to record key information related to the outcomes of the job

Varies writing style to meet requirements of audience and purpose

Oral Communication

1.2-1.5, 2.1, 2.2, 2.4, 3.1, 4.2-4.5

Speaks clearly using tone and pace appropriate for the audience and purpose

Uses appropriate techniques, including active listening and questioning, to clarify information and to confirm understanding

Navigate the world of work

1.3, 2.1, 2.2, 2.4, 4.1, 4.4, 4.5

Takes personal responsibility for adherence to explicit and implicit organisational policies, procedures, standards and legislative requirements within own job role and in all interactions with others

Interact with others

1.2, 1.3, 1.4, 1.5

2.1, 2.2, 2.3, 2.4

4.2, 4.3, 4.4, 4.5

Selects and uses appropriate conventions and protocols when communicating with internal and external stakeholders to build rapport, establish networks, seek or share information,

Adjusts personal communication style in response to a diverse range of individuals in the work context

Uses collaborative techniques to engage team members in consultations and negotiations

Implements strategies to respond appropriately to conflict and poor work performance

Get the work done

1.1, 1.3, 1.4,1.5, 2.3, 3.1, 3.2, 4.1, 4.2, 4.3, 4.4

Takes responsibility for planning, sequencing and prioritising tasks and own workload for effective outcomes

Uses formal analytical thinking techniques and broad ranging consultative processes to identify issues and implement a constructive approach to solutions and improvement opportunities

Uses familiar digital technologies and systems to access, present and communicate information