This unit applies to individuals who perform a range of routine tasks using a limited range of practical skills and fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.

ELEMENT

PERFORMANCE CRITERIA

1. Develop effective workplace relationships

1.1. Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships

1.2. Take time and resource constraints into account in fulfilling work requirements of self and others

1.3. Encourage, acknowledge and act upon constructive feedback provided by others in the workgroup

2. Contribute to workgroup activities

2.1. Provide support to team members to ensure workgroup goals are met

2.2. Contribute constructively to workgroup goals and tasks according to organisational requirements

2.3. Share information relevant to work with workgroup to ensure designated goals are met

2.4. Identify and plan strategies/opportunities for improvement of workgroup in liaison with workgroup

3. Deal effectively with issues, problems and conflict

3.1. Respect differences in personal values and beliefs and their importance in the development of relationships

3.2. Identify any linguistic and cultural differences in communication styles and respond appropriately

3.3. Identify issues, problems and conflict encountered in the workplace

3.4. Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

Required skills

literacy skills to read and understand the organisation's policies and work procedures, to write simple instructions for particular routine tasks and to interpret information gained from correspondence

communication skills to request advice, to receive feedback and to work with a team

technology skills to select and use technology appropriate to a task

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.

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

workgroup member responsibilities and duties, and relationship to individual responsibilities and duties.

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:

providing support to team members to ensure goals are met

seeking feedback from clients and/or colleagues and taking appropriate action

knowledge of appropriate conflict resolution techniques.

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 customer complaints or staff conflict.

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

observation of demonstrated techniques in resolving conflict

observation of presentations

review of documentation identifying and planning strategies/opportunities for workgroup improvement.

Guidance information for assessment

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

interpersonal communication units

other industry capability 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.

Responsibilities and duties may include:

Code of Conduct

job description and employment arrangements

organisation's policy relevant to work role

skills, training and competencies

supervision and accountability requirements including OHS

team structures

Workgroup members may include:

coach/mentor

other members of the organisation

peers/work colleagues/team/enterprise

supervisor or manager

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

Support to team members may include:

explaining/clarifying

helping colleagues

problem-solving

providing encouragement

providing feedback to a team member

undertaking extra tasks if necessary

Information to be shared may include:

acknowledging satisfactory performance

acknowledging unsatisfactory performance

assisting a colleague

clarifying the organisation's preferred task completion methods

encouraging colleagues

open communication channels

workplace hazards, risks and controls

Strategies/opportunities for improvement may include:

career planning/development

coaching, mentoring and/or supervision

formal/informal learning programs

internal/external training provision

performance appraisals

personal study

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

work experience/exchange/opportunities

workplace skills assessment

Unit sector

Industry Capability - Workplace Effectiveness

This unit contains employability skills.