People working in any role in any industry apply the skills and knowledge outlined in this unit. At this level individuals would typically be supervised and this core skill of teamwork underpins effective work performance in any job role.

Combined assessment and/or training with any other service or operational unit would be appropriate, e.g.:

BSBDIV301A Work effectively with diversity.

ELEMENT

PERFORMANCE CRITERIA

1. Participate in the work/group process

1.1. Correctly identify work requirements relevant to the group/process

1.2. Correctly identify own role and roles of others in meeting work requirements, and carry out own role

1.3. Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work requirements

1.4. Take time and resource constraints into account in fulfilling work requirements

1.5. Apply the organisation's work policies, procedures and conventions covering acceptable workplace conduct to work place activities

1.6. Take individual differences into account in achieving work requirements

1.7. Use strengths of individuals to develop others in the group, sharing learning as part of the group process

2. Contribute to the flow of information and ideas

2.1. Share information and ideas relevant to the work with others to enhance work outcomes

2.2. Provide relevant, timely and accurate information to others, as required

2.3. Seek information and ideas from others as required to assist achievement of work requirements

2.4. Record information in the required detail and item frame in the specified format

2.5. Compile and maintain work information systematically and accurately and file for ease of retrieval as required

2.6. Identify any linguistic and cultural differences in communication styles and their relevance to the context

3. Deal effectively with issues, problems and conflicts

3.1. Identify issues, problems and conflicts encountered in the work place

3.2. Discuss issues, problems and conflicts with team members and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

Required skills

acceptable workplace conduct, including:

regular attendance

punctuality

maintaining an orderly workspace

appropriate standards of personal presentation and hygiene

self-confidence and self-respect

acceptance of constructive criticism and a willingness for self-improvement

a good-humoured approach to others

adaptability and flexibility.

Required knowledge

individual roles and responsibilities and relationships to others, including duty of care

techniques for managing own work load, e.g. meeting deadlines, acknowledging if tasks are beyond current capacity, handling tasks or problems as far as possible then referring on to others as required

understanding of team work principles

broad understanding of conflict resolution techniques

knowledge of effective communication techniques, including active listening, questioning and non-verbal communication

occupational health and safety principles as they apply to working within a team environment

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

The following evidence is critical to the judgement of competence in this unit:

ability to communicate effectively with others within the range of situations required for the job role

ability to work effectively as part of a team

knowledge of effective communication techniques, including active listening, questioning and non-verbal communication.

Context of and specific resources for assessment

The assessment context must provide for:

practical demonstration of skills through interaction with others

project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role.

Method of assessment

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge, and might include:

direct observation of the candidate carrying out work tasks involving dealing with others

role plays about communication situations and dealing with conflicts and misunderstandings

oral or written questioning to assess knowledge of communication techniques

portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).

Guidance information for assessment

There are no particular resource requirements for assessment of this unit.

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.

Work requirements may include:

application of particular procedures

clear role definitions

coordination with other work processes

goals

objectives

organisation of work materials

priorities

roster arrangements or particular approaches to work processes specified by the organisation or work group

specified targets or results

time frames

Working with others requires individual diversity to be taken into account especially in relation to:

cultural, racial and ethnic background

customs

gender

languages

physical requirements

religious and traditional beliefs

Groups may be:

committees

established or ad hoc work units

self directed teams

task forces

working parties

Working with others may involve:

consulting with the community

dealing with conflict

following instructions

one-to-one communication in a group or team

taking part in informal discussions

taking part in meetings

Information and ideas relevant to work may include:

assisting new staff

sharing knowledge of particular tasks or work requirements

Techniques to resolve issues, problems or conflicts may include:

conflict resolution

negotiation

problem solving

use of a mediator or conciliator

Unit sector

Industry capability - workplace effectiveness

This unit contains employability skills.