ELEMENT

PERFORMANCE CRITERIA

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 effectively to manage stressful situations

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 the 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 the root cause/s of stressful contact or situation

4.3. Depersonalise the context of contact or situation

4.4. Discuss outcomes with appropriate staff members

4.5. Prepare for next contact or situation in a positive manner

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

Required skills

analytical skills to understand the needs of internal and external customers

communication skills to relate to people from diverse backgrounds and people with diverse abilities

customer service skills to handle customer contacts confidently and effectively

interpersonal skills to establish rapport and to build relationships with customers, team members and stakeholders

literacy skills to communicate and articulate clearly and effectively

negotiation skills to effectively deal with customers and work colleagues

organisational skills to manage own tasks within timeframes

problem-solving skills to solve problems creatively, independently and confidently

self-confidence skills to confidently introduce own ideas and abilities

self management skills to evaluate and monitor own performance and wellbeing

teamwork skills to participate positively within the team and to be supported by the team.

Required knowledge

escalation pathways

job role priorities and KPIs

internal and external sources of assistance

occupational health and safety guidelines and policies

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.

Overview of assessment

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

Evidence of the following is essential:

understanding of signs and sources of stress

understanding of job role priorities and KPIs

knowledge of occupational health and safety guidelines and policies.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to KPI and performance management documentation

access to relevant legislation, standards and guidelines.

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

direct observation of the candidate effectively managing time and work priorities

oral and/or written questioning to assess knowledge of time management tools and techniques

oral and /or written questioning to assess knowledge of process to work through and recover from a stressful situation

oral and/or written questioning to assess knowledge of signs of work/life balance.

Guidance information for assessment

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

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

Difficult situations may include:

changing regulations and legislation

customer abuse

customer complaint

high number of customer contacts

sensitive customer situations

unreliable technology

Stress management techniques may include:

debriefing with peers and/or line manager

relaxation methods

specific training

stretching and exercises

taking breaks

KPIs may include:

call rates

compliance with schedules (adherence)

customer satisfaction results

performance measures

quality assurance ratings

sales targets

targets

Time management tools and techniques may include:

diary and/or schedule

organising information

prioritisation of tasks

self-management of training requirements

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

Stamina management strategies may include:

management of personal wellbeing, for example:

breaks

hydration

life balance

meals

recognising fatigue

management of the environment, for example:

ergonomics

climate

noise

management of work, for example:

minimising re-working

sequencing tasks