Application
This unit describes the performance outcomes, skills and knowledge required to monitor the work activities and performance standards of team members to ensure organisational and team goals are achieved to an expected standard.
It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited 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. Communicate with the team. | 1.1.Communicate organisational vision and individual responsibilities clearly to team members. 1.2.Inform team members of expected standards of work and behaviours. 1.3.Provide team members with relevant information regarding sales targets and team goals. |
2. Monitor team performance. | 2.1.Follow up allocated tasks and check that standards of performance are met. 2.2.Provide feedback to team members on their performance when required standards are not met. 2.3.Recognise team member’s efforts when high, or improved, standards of performance are displayed. 2.4.Determine factors contributing to poor performance and implement solutions for improved performance. 2.5.Recognise training needs of team members and notify relevant personnel as required. |
3. Promote team morale. | 3.1.Determine team motivators and seek opportunities to improve motivation. 3.2.Create a supportive team environment where all members feel valued. 3.3.Encourage team members to share their views and feedback regarding the workplace and value their input. 3.4.Treat all team members equally and with respect. |
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:
supervise a work team, across the duration of two different work shifts, to ensure organisational and team goals are achieved
demonstrate the following skills during supervision of the above work shifts:
communicating responsibilities and expected standards of work to team members
implementing techniques to motivate team members and improve team morale
providing feedback on team members performance
monitoring team members for:
adherence to policies and procedures
customer service standards
productivity
team interactions.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
primary role of team supervisors
organisational performance standards for frontline tasks
strategies and techniques for:
effective communication with team members
improving team and individual morale
increasing team and individual productivity
creating a team environment in the workplace
motivation others
providing feedback regarding performance
constructive feedback
recognition of positive performance
importance of providing team members with an understanding of the commercial impacts of their behaviours and goal attainment.
Assessment Conditions
Skills must be demonstrated in:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
relevant organisational documentation:
performance standards for frontline tasks
organisational vision
key elements and steps of frontline tasks
team members; these can be:
individuals in an industry workplace, or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Cross-Sector
Competency Field
Management and Leadership