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.
Not applicable.
1. Develop effective workplace relationships | 1.1 Identify own 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 |
2. Contribute to workgroup activities | 2.1 Provide 2.2 Contribute constructively to workgroup goals and tasks according to organisational requirements 2.3 Share 2.4 Identify and plan |
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
ethical principles
codes of practice
privacy laws
occupational health and safety (OHS)
environmentally sustainable work practices
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 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 environmentally sustainable working practices team structures. |
Workgroup members | coach/mentor other members of the organisation peers/work colleagues/team/enterprise supervisor or manager. |
Feedback | 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 | explaining/clarifying helping colleagues problem providing encouragement providing feedback to a team member undertaking extra tasks if necessary. |
Information | 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 | 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. |
Industry Capability – Workplace Effectiveness
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.