Application
This unit describes the performance outcomes, skills and knowledge required to work effectively in the retail environment by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures into daily work activities.
It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative 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. |
1. Source and use information on employment rights and responsibilities. | 1.1.Access current sources of information on employee and employer rights and responsibilities. 1.2.Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity. 1.3.Source and interpret information on national employment standards and specific employment arrangements for current role. 1.4.Comply with all employment requirements. |
2. Work within organisational requirements. | 2.1.Interpret and comply with key employment policies and procedures. 2.2.Seek advice from supervisors and managers to clarify organisational requirements as required. 2.3.Interpret staff rosters and provide notice of availability according to organisational policies and procedures. 2.4.Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures. 2.5.Use designated lines of communication and reporting. |
3. Use effective work habits. | 3.1.Act promptly on instructions and information, and follow procedures relevant to workplace activities. 3.2.Display appropriate behaviours in line with the organisations code of conduct. 3.3.Use initiative to contribute to an effective and efficient workplace environment. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
access and interpret organisational policies and procedures for all of the following relevant to general work practices and own role:
rosters – accepting, declining and amending
personal and carer leave
counselling
discipline
grievances or complaints
equal employment opportunity – rights and obligations
standards for uniform, dress and personal presentation
rights and obligations in relation to workplace discrimination, bullying and harassment
terms and conditions of employment
accurately describe own employment rights and responsibilities
apply the required uniform, dress and personal presentation standards
communicate effectively, clarifying workplace instruction and procedures as required.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
organisational policies and procedures that relate to general work practices:
accepting, declining and amending roster hours
personal and carer’s leave
personal work requirements
counselling and discipline
grievances
equal employment opportunity
uniform and personal presentation standards
discrimination and harassment
dress or uniform standards
code of conduct
sources of information on employment rights and responsibilities:
employer associations
Fair Work Commission
Fair Work Ombudsman
state and territory government boards and commissions for anti-discrimination and equal employment opportunity
staff handbooks
trade unions
aspects of employment related laws covering rights and responsibilities of employees and employers as relevant to job role:
Fair Work Act 2009: minimum workplace entitlements provided by the National Employment Standards (NES)
relevant provisions of Commonwealth and state or territory anti-discrimination and equal employment opportunity (EEO) laws, and how these relate to own work role, including:
harassment and bullying
types of discrimination
rights and responsibilities of employees and employers
consequences of non-compliance
role of relevant national, state or territory bodies in managing complaints
industry awards or relevant enterprise agreements for retail employees as relevant to job role
primary functions of trade unions for retail employees
typical terms and conditions of employment for retail businesses
general role boundaries and responsibilities for key retail industry staff:
retail assistants
supervisors and managers
principles for effective work practices and work environments
principles of workplace etiquette
commercial impact of inappropriate behaviours to a retail business:
loss of customers and sales
poor reputation.
Assessment Conditions
Skills must be demonstrated in a services industry environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
relevant business technology with internet capability
relevant documentation:
current plain English guidelines issued by regulatory bodies covering:
minimum workplace entitlements provided by the National Employment Standards (NES)
relevant provisions of Commonwealth, state or territory anti-discrimination and equal employment opportunity (EEO) law
industrial awards for retail employees, issued by regulatory bodies or unions
organisational policies and procedures that relate to general work practices as detailed in the Knowledge Evidence.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret: plain English documents that outline organisational policies and procedures relevant to employment and work practices unfamiliar plain English documents that describe workplace laws, rights and responsibilities. |
Oral communication skills to: | ask open and closed probe questions, and actively listen to clarify workplace instruction and procedures. |
Technology skills to: | use a computer or devices equipped with internet access to search for information. |
Sectors
Cross-Sector
Competency Field
Working in Industry