ELEMENT

PERFORMANCE CRITERIA

1. Identify performance/ behavioural issues

1.1 The performance/behavioural issue is defined and documented in accordance with legislative and organisational policy and procedures

1.2 Opportunities are provided and staff are encouraged to discuss performance/behavioural issues which affect their work

1.3 The scope of performance/behavioural issue and all available factors are determined and analysed

1.4 An informed and verifiable assessment is made regarding appropriate further action or need for referral

2. Determine intervention strategy(s)

2.1 Aims and objectives of the intervention are identified to set direction

2.2 A collaborative or directive approach is adopted where appropriate to define action plan/outcomes sought

2.3 Opportunities are taken to reinforce the individual's responsibility for their decisions and actions

2.4 An intervention strategy is agreed which is the best fit for the performance/behavioural issue being addressed

3. Implement the intervention strategy(s)

3.1 The chosen intervention strategy/procedures are implemented in accordance with legislation and organisational guidelines and procedures

3.2 Implementation is progressed in a manner which demonstrates confidentiality, impartiality, ethics, integrity and leadership

3.3 Intervention strategy is modified to address contingencies as these arise

3.4 Sequencing and timing of action reflects what was agreed in the intervention strategy

4. Monitor and review outcomes of the intervention strategy

4.1 Outcomes of the intervention strategy are monitored and reviewed against identified aims/objectives

4.2 Appropriate action is taken regarding the need for further individual or organisational intervention

4.3 Post-intervention procedures are completed in line with organisational policy and procedures

This describes the essential skills and knowledge and their level, required for this unit.

Required Skills

communicating

resolving conflict

mediating and negotiating

counselling

solving problems

feedback skills

Required Knowledge

legal and ethical guidelines for performance management

organisational grievance

complaints and disciplinary guidelines and procedures

organisation's performance enhancement model guidelines

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

It is essential for this unit that competence be demonstrated in accurate identification of the performance/behavioural issue and the relevance of the intervention strategy adopted to address the issue identified.

Consistency in performance

Evidence of competency should be assessed over time in a range of performance/behavioural management contexts.

Context of and specific resources for assessment

Context of assessment

Evidence should be gathered over a period of time in a range of actual or simulated workplace environments.

Specific resources for assessment

No special requirements.

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 in the Performance Criteria is detailed below.

Scope of the performance or behavioural issue may include:

source

nature or type

impact or extent

Referrals may be made to:

welfare officer

social worker

counsellor

medical practitioner

internal investigation

immediate report

senior management

Aims and objectives of the intervention strategy are:

to achieve a logical conclusion in minimising workplace impact by identifying the nature of the performance/behavioural issue and addressing its source

Intervention strategies may include:

grievance procedures

issue resolution

mediation

negotiation

disciplinary action

complaints procedures

conflict resolution

counselling