This unit applies to the understanding and management of own stress and team stress in the workplace.

Competence in this unit requires managing own stress and managing the stress within a team by using effective strategies and initiatives to reduce stress and to improve the resilience of staff to withstand the stresses associated with a customer contact environment. This will require application of sound occupational health and safety (OHS) management in accordance with legislation and organisational policies and guidelines.

This role is undertaken by staff with managerial responsibility.

ELEMENT

PERFORMANCE CRITERIA

1. Develop and implement personal stress management strategy

1.1. Recognise signs and sources of stress

1.2. Use appropriate techniques to manage own stress

1.3. Maintain personal stamina and resilience

1.4. Maintain personal work/life balance

1.5. Become a role model in managing stress and time

2. Develop stress management strategies and techniques within a team

2.1. Analyse and understand potential sources of fatigue and stress in the work environment

2.2. Develop an understanding of a range of stress management techniques within a team

2.3. Develop techniques to support the achievement of key performance indicators (KPIs) and priorities

2.4. Encourage team members to support each other in managing stress

2.5. Adopt strategies to effectively reduce, manage and deal with stress within a team

2.6. Adopt stamina management strategies to maximise performance

2.7. Develop techniques to assist team members to recover effectively from a stressful or difficult situation

3. Implement stress management techniques within a team

3.1. Adopt work routine and procedural strategies to minimise stress and fatigue within a team

3.2. Use appropriate time management tools and techniques

3.3. Develop individual/group training and development program as required

3.4. Use team meetings and other opportunities to discuss stress management techniques and to coach staff in using these techniques

3.5. Regularly evaluate tools, techniques and strategies

3.6. Develop team awareness of sources of internal and external support

4. Develop team and morale building strategies

4.1. Develop a strategy to engage and develop team members

4.2. Develop a communication strategy within a team

4.3. Manage and use team meetings effectively

4.4. Develop a supportive and responsive team environment

4.5. Delegate effectively to further empower and motivate team members

5. Monitor and address stress levels within a team

5.1. Monitor individual staff performance against performance requirements

5.2. Conduct regular staff reviews to identify variations and difficulties impacting on work requirements

5.3. Monitor and support team members when in stressful situations

5.4. Respond appropriately to behavioural signs of stress among team members

5.5. Monitor work/life balance of team members

5.6. Discuss outcomes and develop action plans with team members as appropriate

Required skills

coaching and mentoring skills to give feedback in difficult and tense situations

communication skills to conduct effective formal and informal meetings and to communicate with personnel at all levels of the organisation

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

consultation and negotiation skills to establish and implement development plans and actions for team members

interpersonal skills to establish rapport and to build relationships with team members

leadership skills to gain the trust and confidence of colleagues and team members

literacy skills to clearly articulate information, ideas and advice

organisational skills to manage own tasks within timeframes

problem-solving skills to creatively and positively address issues that arise

self-management skills to be an excellent role model for a team

team building skills to ensure cohesion within a team.

Required knowledge

behavioural management techniques

internal and external sources of assistance

job role priorities and KPIs

OHS principles and requirements

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.

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:

explanation of signs and sources of stress

explanation of job role priorities and KPIs

ability or strategy to recover from stressful contact

work stamina and implementation of work/life management strategies

knowledge of OHS principles and requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to performance management, development plan and training records

access to relevant legislation, standards and guidelines

access to staff feedback and satisfaction survey records.

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, and time management tools and techniques

direct observation of the candidate effectively managing time and work priorities

oral and /or written questioning of the process for the candidate to work through and recover from a stressful situation with a team member during and after the situation

review and analysis of attendance records

review of development plans and feedback for team members

review of minutes of team meetings.

Guidance information for assessment

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

relevant management 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.

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

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

Stress management techniques may include:

debriefing with peers and/or line manager

relaxation methods

specific training

stretching and exercises

taking breaks

Key performance indicators (KPIs) and priorities may include:

adherence to schedule

average handling time

call rates

customer satisfaction feedback

quality assurance requirements

sales targets

targets

Stamina management strategies may include:

management of personal wellbeing, for example:

breaks

hydration

life balance

meals

recognising fatigue

management of the environment, for example:

climate

ergonomics

noise

management of work, for example:

minimising re-working

sequencing tasks

Stressful or difficult situations may include:

angry customer

changing regulations and legislation

customer abuse

customer complaint

high number of customer contacts

sensitive customer situations

unreliable technology

Time management tools and techniques may include:

diarising and/or scheduling tasks and time

organising information

prioritising tasks

self-managing training requirements

Unit sector

Industry Capability - Workplace Effectiveness

This unit contains employability skills.