This unit applies to individuals developing basic skills and knowledge for working in a broad range of settings.

ELEMENT

PERFORMANCE CRITERIA

1. Organise work schedule

1.1. Negotiate and agree upon work goals and plans with assistance from appropriate persons

1.2. Develop an understanding of the relationship between individual work goals and plans, and organisational goals and plans

1.3. Plan and prioritise workload within allocated timeframes

2. Complete work tasks

2.1. Complete tasks within designated time lines and in accordance with organisational requirements and instructions

2.2. Use effective questioning to seek assistance from colleagues when difficulties arise in achieving allocated tasks

2.3. Identify factors affecting work requirements and take appropriate action

2.4. Use business technology efficiently and effectively to complete work tasks

2.5. Communicate progress of task to supervisor or colleagues as required

3. Review work performance

3.1. Seek feedback on work performance from supervisors or colleagues

3.2. Monitor and adjust work according to feedback obtained through supervision and comparison with established team and organisational standards

3.3. Identify and plan opportunities for improvement in liaison with colleagues

Required skills

literacy skills to use written and oral information about workplace requirements

organising skills to arrange work priorities and arrangements

problem-solving skills to solve routine problems

technology skills to select and use technology appropriate for a task.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational policies, plans and procedures.

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:

organising and completing own work activities

seeking and acting on feedback from clients, colleagues and supervisors

using available business technology appropriate to the task, under direct instruction

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of work plans, policies and procedures.

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

analysis of responses to case studies and scenarios

demonstration of techniques

review of documentation planning and prioritising workload

evaluation of time line required to complete tasks

review of documentation planning opportunities for improvement.

Guidance information for assessment

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

administration units.

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.

Appropriate persons may include:

colleagues

other staff members

supervisors, mentors or trainers

Organisational requirements may include:

access and equity principles and practice

anti-discrimination and related policy

business and performance plans

ethical standards

goals, objectives, plans, systems and processes

legal and organisation policies, guidelines and requirements

OHS policies, procedures and programs

quality and continuous improvement processes and standards

Colleagues may include:

coach/mentor

other members of the organisation

peers/work colleagues/team

supervisor or manager

Factors affecting work requirements may include:

changes to procedures or new procedures

competing work demands

environmental factors such as time, weather

other work demands

resource issues

technology/equipment breakdowns

Business technology may include:

computer applications

computers

electronic diaries

facsimile machines

photocopiers

printers

scanners

Feedback on performance may include:

formal/informal performance appraisals

obtaining feedback from clients

obtaining feedback from supervisors and colleagues

personal, reflective behaviour strategies

routine organisational methods for monitoring service delivery

Standards may include:

Australian Standards

legal and organisation policies, guidelines and requirements

legislation

organisational policies and procedures

specified work standards

standards set by work group

Opportunities for improvement may include:

coaching, mentoring and/or supervision

internal/external training provision

personal study

recognition of current competence (RCC)/skills recognition/initial assessment

workplace skills assessment

Unit sector

Industry Capability - Workplace Effectiveness

This unit contains employability skills.