Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Implement staffing levels.

1.1.Maintain and monitor store policy and procedures in regard to staffing levels.

1.2.Maintain store staffing plans involving total store operation.

1.3.Ensure store staffing plan is comprehensive, concise and easily understood by staff and management.

1.4.Base all staffing figures on accurate and current information.

1.5.Develop contingency plans to cope with extreme situations.

1.6.Identify, analyse and rectify staff turnover problems as required by store policy.

2. Monitor staff performance.

2.1.Analyse, monitor and maintain store policy and procedures in regard to staff performance requirements.

2.2.Conduct performance appraisal and counselling interviews as required according to store policy.

2.3.Give clear, constructive feedback on performance at a level and pace appropriate to the team member.

2.4.Recognise performance and achievement and encourage individuals to contribute to their own assessment.

2.5.Encourage individuals to contribute to improving policy and procedures.

2.6.Discipline and counsel staff as required according to store policy and statutory requirements.

2.7.Implement staff dismissals according to store policy and procedures and statutory requirements.

2.8.Conduct terminal and exit interviews, according to store policy and procedures and statutory requirements.

2.9.Accurately and completely record details of all procedures and made available to authorised personnel.

3. Identify and minimise potential industrial relations problems.

3.1.Develop and implement strategies in regard to interpersonal conflict and dispute resolution, according to store policy and procedures.

3.2.Actively encourage consultation and cooperation within team.

3.3.Provide constructive support to resolve problems where interpersonal conflict arises.

3.4.Accurately communicate current dispute resolution and grievance procedures to team members.

3.5.Concisely and accurately record details of proceedings and make available to authorised personnel.

3.6.Treat team members with integrity, respect and compassion.

4. Develop and implement training plans.

4.1.Develop training objectives and activities based on considered assessment of existing individual and team competencies, potential competency and career aspirations according to store policy.

4.2.Regularly review, update and improve training plans in consultation with staff and management.

4.3.Ensure training plans contain clear, realistic objectives.

4.4.Encourage and assist individuals to evaluate their own development and training needs and to contribute to development planning and review.

4.5.Plan training activities to optimise the use of available resources.

4.6.Identify training needs using accurate and current information.

4.7.Clearly define training requirements relating to specific competencies necessary to perform a specified role or function.

4.8.Provide ongoing training information to all staff.

4.9.Delegate responsibility for training to specific staff.

4.10.Document planned training needs and specified outcomes.

4.11.Monitor and maintain budget in regard to training and assessment of staff according to store policy.

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

Required skills

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

conduct performance appraisal and counselling and terminal and exit interviews

give feedback and provide information

encourage individual contribution and evaluation of training and development needs

discipline and counsel staff and resolve conflicts

encourage consultation and cooperation in the team through clear and direct communication

ask questions to identify and confirm requirements,

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

analysing training needs

monitoring staff performance

conducting performance appraisal

negotiating

literacy skills in regard to:

researching, analysing and interpreting a broad range of written material

preparing reports

documenting results

numeracy skills in regard to interpreting and maintaining data.

Required knowledge

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

staffing

performance appraisal

employee relations

staff development

relevant statutory, legal and industrial relations requirements in regard to:

monitoring staff performance

counselling

disciplinary procedures

dismissal procedures

agreements, awards and wages and conditions

anti-discrimination

equal opportunity

sexual harassment

WHS

a range of responsibilities and job descriptions

Australian apprenticeship legislation

Training Packages and competency standards

store staffing plan

staff levels and turnover

existing competencies

resources available for training

principles and techniques in training and development.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

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

Evidence of the following is essential:

maintains and monitors optimum staff levels according to store policy and procedures by:

maintaining staffing plans

communicating with staff and management

developing contingency plans

analysing and rectifying staff turnover problems

maintains and monitors staff performance according to store policy and procedures and according to legislation and statutory requirements by:

monitoring and analysing performance

identifying performance and skill gaps

applying on the job training and coaching processes to develop employees

developing performance improvement plans

conducting performance appraisal interviews

demonstrating discipline and counselling processes

demonstrating dismissal processes

accurately records and maintains details of staff performance procedures, taking into account privacy requirements

communicates with team members to minimise potential industrial relations problems

develops, implements and evaluates relevant and effective training plans aligned to business goals and company policies.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

store policy and procedures on employee relations and staff development

legislative requirements

store staffing plan

job descriptions

statutes, awards and agreements relating to:

monitoring staff performance

performance appraisal

counselling

disciplinary procedures.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

research report

written or verbal questioning to assess knowledge and understanding

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

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Store policy and procedures in regard to:

employee relations and staff development

systems for recording employee relations information.

Staffing levels may vary according to:

peak trading times

special events

promotion

stocktakes

refurbishment.

Staff and management may include:

full-time, part-time, casual or contract staff

people with varying degrees of language and literacy

people from a range of cultural, social and ethnic backgrounds

people with a range of responsibilities and job descriptions.

Contingency plans may include:

unpredicted staff shortages

unpredicted customer demand

accidents or emergencies.

Techniques for providing feedback may include:

using open and inclusive language

speaking clearly and concisely

using appropriate language

non-verbal communication.

Statutory requirements and legislation may include:

equal employment opportunity (EEO)

Australian apprenticeships

disciplinary procedures

awards and agreements

wages and conditions

anti-discrimination

sexual harassment

WHS

privacy.

Interpersonalconflict:

may occur with or between:

individuals

teams

customers

management

may be minimised:

formally

informally

is minimised to:

promote effective working relationships

prevent disciplinary or grievance procedures becoming necessary.

Methods to communicate information may include:

verbal

written, including email.

Training objectives and activities may relate to:

existing staff competencies

level of competencies required by staff

budget allocation for staff training.

Objectives may apply to:

individuals

teams

managers.

Specific staff responsible for training may include:

supervisor and manager

training coordinator

external consultant.