Frontline management provides the first level of leadership within the organisation. This unit applies to people who are making the transition from being a team member, to taking responsibility for the work and performance of others.

Frontline managers have a strong influence on the work culture, values and ethics of the teams they supervise. As such it is important that frontline mangers model good practice, professionalism and confidently represent their organisation.

ELEMENT

PERFORMANCE CRITERIA

1. Model high standards of management performance and behaviour

1.1. Ensure management performance and behaviour meets the organisation's requirements

1.2. Ensure management performance and behaviour serves as a positive role model for others

1.3. Develop and implement performance plans in accordance with organisation's goals and objectives

1.4. Establish and use key performance indicators to meet organisation's goals and objectives

2. Enhance organisation's image

2.1. Use organisation's standards and values in conducting business

2.2. Question, through established communication channels, standards and values considered to be damaging to the organisation

2.3. Ensure personal performance contributes to developing an organisation which has integrity and credibility

3. Make informed decisions

3.1. Gather and organise information relevant to the issue/s under consideration

3.2. Facilitate individuals and teams active participation in decision making processes

3.3. Examine options and assess associated risks to determine preferred course/s of action

3.4. Ensure decisions are timely and communicate them clearly to individuals and teams

3.5. Prepare plans to implement decisions and ensure they are agreed by relevant individuals and teams

3.6. Use feedback processes effectively to monitor the implementation and impact of decisions

Required skills

communication and presentation skills to represent the organisation, to explain its work to others and to model professionalism

decision making skills to demonstrate good judgement and follow through.

Required knowledge

basic theory of group behaviour

leadership styles and concepts.

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:

articulation of organisational values and expectations of behaviour

instances where leadership and decision making have been demonstrated and which have led to positive changes in the workplace

knowledge of leadership styles and concepts.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace documents.

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:

analysis of responses to case studies and scenarios

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of performance in role plays

observation of presentations

review of performance plans

oral or written questioning to assess knowledge of leadership styles

evaluation of communication of expectations, roles and responsibilities

review of documentation examining options and assessing associated risks to determine preferred course/s of action.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other units from the Certificate IV in Frontline Management.

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.

Organisation's standards and values will be:

stated or implied by the way the organisation conducts its business

Feedback processes may be:

formal or informal

from internal or external sources

Unit sector

Management and Leadership - Management

This unit contains employability skills.