This unit describes the performance outcomes, skills and knowledge required to lead and manage individuals and teams and support and encourage their commitment to the organisation. It requires the ability to communicate effectively with team members, monitor the quality of day to day work and manage technical and service performance through effective leadership.

This unit applies to all single or multiple outlet businesses providing beauty treatments, hairdressing or barbering services. It applies to senior managers and small business owners who operate with significant autonomy and are responsible for making strategic business management and operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

take responsibility for leading a personal services team over six, three hour work periods

communicate with a team by convening a team meeting, or via electronic communication to:

communicate and discuss the organisation’s personal service values and the role and importance of quality service to business objectives

actively involve team members in a decision-making process to develop one new procedure for delivering one chosen personal services treatment

hold a meeting with two individual team members to discuss their roles and responsibilities and the organisation’s service expectations.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

for personal services businesses and the organisation in particular:

personal services values and business objectives

methods to communicate values, objectives and importance of personal service:

mission statements

client service policies

team meetings

staff emails, newsletters

within job descriptions and performance review documents

key features of personal services operational environments:

different job roles and boundaries of responsibility, including those for:

reception staff

trainees or apprentices

staff providing services and treatments

supervisors

managers

various formats for and the use of job descriptions in communicating staff roles, responsibilities and expectations

different leadership styles and characteristics of effective leadership

techniques for motivating team members and building a team-oriented environment:

affirming respect for individual behaviour and differences

involving individuals and teams in decision making processes

supporting the team to develop mutual concern and camaraderie

providing encouragement and opportunities for skill development

recognising abilities, achievements and positive workplace behaviour

rewarding individuals and teams

facilitating team-building activities

providing encouragement, constructive criticism and coaching to those in training

providing coaching from more experienced operators to those with skill deficits.

Skills must be demonstrated in a personal services environment; this can be:

a beauty, hairdressing or barbering industry workplace or

a simulated beauty, hairdressing or barbering workplace, set up for the purpose of skills assessment that provides services to paying members of the public.

Assessment must ensure use of:

a team whose overall performance is the responsibility of the individual; this can comprise:

team members in a personal services industry workplace; or

people who participate in role plays or simulated activities within a training organisation

paying clients for whom the team is providing services; these can be:

clients in a personal services industry workplace; or

clients in a simulated personal services workplace within a training organisation who have the expectation that the services provided reflect those of a commercial business

the following documents which can be actual documents used by a personal services business or generated by a registered training organisation for the purposes of project and assessment activities:

documents which outline personal services values and business objectives; these could include mission statements, client service policies and job descriptions

a range of job descriptions.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors; and:

hold a Diploma of Salon Management, or be able to demonstrate equivalence of competencies; and

have at least three years full time employment experience as a manager for a personal services business where they have applied the skills and knowledge covered in this unit of competency.

Cross-Sector

Personal Services Management