Application
This unit of competency describes the outcomes required to communicate effectively and resolve conflicts at work, in the pulp and paper industry
The unit applies to those operators who contribute to effective working relationships through teamwork and communication with others, in the pulp and paper industry.
No licensing, legislative, regulatory, or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
1. Communicate with others in course of work | 1.1. Communicate at work according to legislation and regulations, documentation and procedures and according to work health and safety (WHS) procedures, environmental procedures, standard operating procedures (SOP) and housekeeping requirements. 1.2. Demonstrate effective reading and listening skills. 1.3. Use questions to gain additional information. 1.4. Ensure verbal and written communication with others in the performance of duties is clear and precise and follows established communications practice. 1.5. Avoid misunderstandings in communications, by using appropriate confirmation techniques. 1.6. Use various forms of non-verbal communication when working and communicating with others, in the course of duties. |
2. Contribute to teamwork and work standards | 2.1. Carry out work individually and in association with others, according to established performance standards. 2.2. Provide assistance and encouragement to others in workplace activities. 2.3. Acknowledge, discuss and act upon feedback on work performance. 2.4. Develop personal skills and knowledge through training and other means to ensure an effective contribution to work activities. 2.5. Understand and follow employment conditions. 2.6. Identify and incorporate at the workplace, individual rights and responsibilities, including allowance for any cross cultural differences and differences in personal interests, beliefs and lifestyles. 2.7. Take appropriate action to avoid and prevent harassment of others. |
3. Resolve and prevent conflicts | 3.1. Recognise conflict situations and seek appropriate assistance to resolve the conflict with the personnel involved, according to company procedures. 3.2. Solve conflicts by actively participating in conflict resolution procedures. 3.3. Recognise and respond to communication problems in the workplace to prevent conflicts. |
Evidence of Performance
A person demonstrating competency in this unit must satisfy all of the elements, performance criteria and foundation skills of this unit, and must be able to provide evidence that they can:
use effective verbal, non verbal and written skills in at least two of the following contexts in the work environment:
when engaged in team work
when directing others at work
in training sessions
when working with colleagues from diverse backgrounds
when receiving feedback on work performance
when engaged in conflict resolution and mediation
demonstrate communication strategies with work colleagues that include listening skills, questioning and confirmation techniques
identify and follow employment documentation, work procedures and performance standards that provide guidance for communication and resolving conflict at work
listen and interpret verbal instructions and information concerning work activities
identify interpersonal communication problems that may arise, including:
misunderstandings and assumptions
differing interpretations
language and comprehension difficulties
physical distractions including noise
unfamiliar terminology
take appropriate action to resolve identified problems or conflict
take action to avoid discrimination and harassment and report any incidents in accordance with policies and regulations.
Evidence of Knowledge
A person competent in this unit must be able to demonstrate knowledge of:
procedures, regulations and legislative requirements relevant to contributing to effective relationships including work health and safety (WHS), environmental including relevant sustainability requirements/practices, standard operating procedure (SOP), isolation procedures, safe working requirements, risks and hazard identification and housekeeping
basic communication techniques, including barriers to effective communication and how to overcome them
conflict resolution and mediation strategies and techniques suitable for the work environment
basic problem-solving techniques consistent with level of responsibility
procedures covering anti-discrimination and harassment policies and regulations
industrial award requirements related to personnel responsibilities, obligations and entitlements
instructions and procedures for social behavior and emergency situations
procedures for effective interaction with co-workers, including recognising differences, active promotion of anti-discrimination and avoidance of harassment.
Assessment Conditions
The following resources must be made available:
workplace documentation and procedures relevant to effective workplace communication
relevant personnel for the purposes of communicating information
Competency is to be assessed in the workplace or in a productive environment that accurately reflects performance in a workplace.
Assessor requirements
Assessors must:
hold the appropriate assessor competency standards as outlined in regulations; and
be able to demonstrate vocational competencies at least to the level being assessed; and
be able to demonstrate how they are continuing to develop their VET knowledge and skills as well as maintaining their industry currency and assessor competence.
Foundation Skills
This section describes those core and employment skills that are essential to performance and are not explicit in the performance criteria. | |
Reading skills to: | read and interpret required documentation, procedures and reports. |
Range Statement
Not Applicable
Sectors
Pulp and Paper Manufacturing