1

Communicate workplace expectations.

1.1

Information to achieve work responsibilities is collected from information sources and recorded.

1.2

Communication mediums are used to suit context and staff at all levels, according to company requirements.

1.3

Communication medium takes into account social and cultural diversity according to company and legislative requirements.

1.4

Work group members’ understanding of communication is verified and confirmed according to company requirements.

2

Implement relevant company and legislative workplace requirements.

2.1

Information on legislative and company requirements is provided to work group members using a suitable communication medium.

2.2

Measures are complied with to ensure workplace procedures and company requirements are understood and implemented.

3

Assist in positively resolving workplace conflict.

3.1

Sources of conflict in the work group or associated with its activities are identified according to company requirements.

3.2

Appropriate and timely action is taken to resolve conflict when identified, according to company requirements.

3.3

Conflict is managed constructively according to legislative and company requirements.

3.4

Difficult situations are negotiated to achieve results that are acceptable to parties involved and meet legislative and company requirements.

4

Facilitate development of staff.

4.1

Staff development is encouraged in the workplace according to company requirements.

4.2

Workplace learning opportunities and coaching and mentoring assistance are provided to facilitate individual and work group achievement.

4.3

Opportunities for staff development and training are regularly communicated to staff according to company requirements.

4.4

Development opportunities that incorporate a range of activities and support materials that suit identified needs are planned according to company requirements.

4.5

Resources and timelines required for learning and development activities are identified and approved according to company requirements.

5

Monitor and evaluate workplace relationships.

5.1

Feedback from individuals or work groups is used to identify and implement improvements in workplace consultative arrangements.

5.2

Performance and outcomes of individuals or work groups are assessed and recorded according to company requirements to determine effectiveness of development programs.

Required skills

interpersonal skills to:

demonstrate empathy and tact

establish rapport

gain trust

maintain relationships

manage conflict

negotiate work arrangements

relate to people from diverse backgrounds

language, literacy and numeracy skills for:

analysing data

communicating clearly and concisely verbally and in writing

listening actively

providing feedback

questioning to identify and resolve conflict, and consult with team members to identify opportunities for learning and process improvement

sourcing, organising and recording information

writing reports

planning and organising skills to manage time

problem-solving skills to:

evaluate relationships

select methods to manage conflict

Required knowledge

causes of stress or conflict in teams

communication methods and mediums

company requirements, including:

codes of conduct

communication structure and work procedures

role and function of workplace teams

staff development and available learning opportunities

legislation, regulations, codes of practice and industry advisory standards that apply to the workplace

strategies for identifying, managing and reducing conflict

team development, including stages and techniques

team dynamics

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

This unit of competency could be assessed by observing at least two different practical demonstrations of facilitating effective workplace relationships.

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

communicate techniques that establish and maintain relationships within a work group

employ methods of communication that cater for social, cultural and language differences within a work group

resolve problems and conflicts according to company requirements

provide learning and development opportunities within the work group

monitor and evaluate workplace relationships to improve and refine existing arrangements.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.

Resource implications for assessment include access to:

assessment documentation forms and record books

relevant company and legislative documentation

relevant venue

work group.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

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.

Information may be provided either in writing or verbally, and may be contained in:

contractual arrangements

industry codes of practice and standards

legislative requirements

manufacturer specifications and equipment manuals

site specifications.

Information sources may include:

clients

employer or employee associations

government agencies

members of work group

supervisors

work or shift communication logbooks.

Communication mediums may include:

company policy and procedures documents

company training

face-to-face discussions

instructional materials

regular and one-off meetings

signs and symbols

using interpreter where required

work method statements

written instructions.

Company requirements may include:

company codes:

conduct

dress and presentation

ethics

company image

company policies and procedures

company goals, objectives, plans, systems and processes, such as quality and continuous improvement systems, standards and guidelines

legislation relevant to the work or service function, such as anti-discrimination and equal employment opportunity

occupational health and safety (OHS) policies, procedures and programs

policies and procedures relating to own role, responsibility and delegation.

Legislative requirements may include:

anti-discrimination, equal employment opportunity and racial vilification

consumer law

environmental law

harassment and other laws specific to local government

industry codes of conduct, practice and standards

OHS Acts and regulations

privacy legislation.

Work group members may include:

colleagues and team members

people from a range of social, cultural or ethnic backgrounds

supervisors and line managers.

Communication may include:

exchanging reports and information

face-to-face interactions

personal visits

responding to email

site news sheet

telephone discussions

written information via communication logbook.

Workplace procedures may include:

assignment instructions

instructions from colleagues, supervisor and manager

personal protective equipment (PPE) requirements

reporting and documentation requirements

specific customer requirements.

Workplace learning opportunities may include providing:

coaching and mentoring assistance

induction and refresher training

specialist process training

specific equipment training

other formal or structured training.

Development opportunities may include:

career planning

performance appraisals

providing feedback to work group members

rotation to another work groups

skills assessments and recognition of prior learning.